20-08-2019 01:49 PM
I got a 49" Q60R Tv a couple of weeks ago. I've been getting a really weird problem with it ever since.
Randomly when switching from an App (amazon, all4, iplayer, etc) or my apple tv on hdmi to the terrestrial tv app, all I see is the Tv icon in the middle of the screen. I can hear the sound of the selected channel, but cant see it. Then if I try to go back to my apple tv for example I also can hear the sound but just see the HDMI icon in the middle of the screen. The only way to solve this is to turn the TV off and on again at the wall. Standby has no effect. It can happen a couple of times a day.
I've updated to the latest firmware 1312.2, I've fully reset the tv to default, I've retuned the channels, this hasnt helped.
I'm wondering if anyone else has had this problem? As it seems like it could be a software glitch with the smart hub.
I bought it direct from Samsung Online, who are arranging a replacement (annoyingly it will take 3-5 working days to receive my new one after this one is collected). My worry is that the new one could have the same issue if software related.
Cheers
23-08-2019 01:44 PM
23-08-2019 02:03 PM
Hey,
they collected today, so it’ll probably be end of next week til the replacement arrives.
28-08-2019 03:32 PM
Ok, A quick update.
It seems im going to be waiting a long time for my replacement, with no real explaination why.
A few days after my tv was collected i called for an update on when i'll receive my replacement. I was told that it wouldnt be 3-5 working days for the replacement, but 5-7. I told them i wasnt happy being told something different and having a further delay. I was told they'd call me with an update the next day. This never happened. I spoke to them a couple of hours ago, but things get worse. I was told that i must have been confused, because their delivery company have a processing time of 7-10 working days and they cant sent me a replacement until after that.
Yes im confused. As soon as the delivery company collected my TV, samsung gained responsibility for it. Surely as soon as they have my TV they can send the replacement? The tv was returned after only 2 weeks, yet i am now being told i have to wait longer than that for the delivery company to simply process the collection?
At this stage i'm still within my rights to ask for a refund. however, i was also told that refund couldnt be processed until after the 7-10 working days it takes Panther delivery to process.
Can anyone please help/suggest a way around this mess?
25-09-2019 02:11 PM
Ok, Another update... guess what, no replacement, and no refund.
Apologies if this comes off as a rant. I'm at he end of my Tether with this.
Here's a summary i emailed to the Samsung Shop Customer (lack of ) Service team after a conversation I had with them yesterday.
30-10-2019 11:47 PM
I have exactly the same problem with my 2019 55" Q60R, which I've only had a couple of weeks. Very annoying!
Is there no fix for this?
31-10-2019 08:39 AM
I never found a fix, other than trying the latest firmware update. I wouldn't know what to suggest.
If it's still a problem take it back to where you bought it. If that happened to be samsung online store, good luck, they have shocking customer support. The issue isn't the support advisors. It's the processes they have in place.
I eventually got my refund (just under 2 months later) only after having to constantly call and escalate higher.
08-12-2019 12:12 AM
Hi
i have just purchased a 2019 q85 and it is doing exactly the same thing, if I switch from Netflix to tv or vice versa I get the icon but no picture but oddly if I select TV guide I can see the picture on the small guide viewing screen, but no matter how long I leave it it never appears on main screen, just the tv icon?
only way I can get it to go back to normal is to turn it off by the wall???
anyone got a fix?
thanks
18-01-2020 03:20 AM
Daveys01 has described the exact same 'bug' as I am experiencing i.e. "....icon but no picture ....". So am assuming this to be a software bug which one would expect at some point to be fixed by a firmware update.
Have checked current s/w version and its 1335 (my Q85 is set to receive automatic updates). Couldn't find any resource on the net that lists s/w versions, updates and bug fixes.
Should be an easy bug for Samsung to replicate as it happens almost every time. The joys of software :-).
27-04-2020 12:22 AM
I have just purchased a 55 inch q60 and have exactly the same problem. Has anyone found a fix for this yet?