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QE55Q65R YouTube 4K glitch

(Topic created on: 03-02-2020 05:49 AM)
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LoaderCZ
Journeyman
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Hi guys.
Yesterday I’ve bought QE55Q65R.

In YouTube app I had some glitches like this in 4K videos, but only on few of them. Some was running fine some not. Reinstall doesn’t helped, turn it off and on again neither. Interesting thing was even when this glitch appears the UserInterface of YouTube was still working well above this green screen. I was able to make this happens anytime on certain videos. Then I’ve found if I changed resolution to 1440p video was working. After that application freezes completely and since I turned it on again I didn’t had this problem anymore even in 4K resolution. I’m kind of scared. It’s a few days ago I’ve trashed older LED by Samsung and now I’m kind a worry this one will have same destiny.

Does anyone else had issue like this with YouTube on QLeds before? One my friend scared me it could be a damaged chip83799813_10213397847175256_5026832875744395264_o.jpg

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13 REPLIES 13
ChrisM
SuperStar
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Hi @LoaderCZ 

 

Let's see if we can get this sorted for you. Could we take the current software version of your TV please? Go to Home > Settings > Support > About This TV.

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LoaderCZ
Journeyman
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Thank you 7D6EA732-4580-4035-9D7B-AE8C61B17C15.jpeg

 

1B2FD399-A810-4AE7-8ADD-5291F883D006.jpeg

 

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ChrisM
SuperStar
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There does appear to be a software update to version 1351.3 available for your TV, @LoaderCZ. Could you go to Home > Settings > Support > Software Update > Update Now?

LoaderCZ
Journeyman
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There is no update available at this time.

D7942558-51F2-40A4-8C9C-E17904EDAA9A.jpeg

Maybe it's a region related? Our country (Czech republic) just switching to DBV-T2, HEVC and sometimes TV telling me signal contain only audio. After unplugging the tv it works correctly. Now voice control didn't work. Also restart helped. 

Maybe I've got bad luck and tv is faulty out of box?

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CarloL
Hotshot
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Try downloading the latest update from the Support page of this TV onto a USB stick and update the TV via the USB method. You can find a step by step guide on how to do this here.

LoaderCZ
Journeyman
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Done. Let’s see if this helps. Thank you
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LoaderCZ
Journeyman
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so, it did not help

A1788FE7-41EF-4EDF-AE3D-EE2F88558080.jpeg

 

9182707F-8CA7-4BFE-98CC-DF9B330F052D.jpeg

 

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CarloL
Hotshot
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If this is happening with other apps too, it may be better to speak with the Samsung AudioVisual team @LoaderCZ. If you are located in the UK, you can contact them on this number: 0333 000 0333. Alternatively, you can reach the Samsung Support of your region to be assisted further.

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LoaderCZ
Journeyman
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I made update, restart, YouTube - glitch, restarted, now it runs fine.

Next time when this will happens I’ll try HDR video @Netflix. Unfortunately I didn’t try different app.

This time the bug was the same. When I switched from 4K to lower resolution it was ok. When I changed back to 4K, glitch appears again.
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