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Intermittent loss of sound all media requiring restarting SUHD TV

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First Poster

I have an intermittent proble with my 49KU6400UXXU SUHD television where the sound suddenly stops. The picture is unaffected but when trying various menu options to solve the problem, the controls seem sluggish and the picture will often ultimately freeze. This occurs with wireless internet streaming, USB and DVD player but never with live TV. The only way I have discovered to resolve the issue is to unplug the television; switching it off and on again doesn't work. Any help would be very much appreciated!

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Moderator
Moderator

Hi @DSP.

 

Could you tell us the software version of your TV? Go to Home > Settings > Support > Contact Samsung.

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Many thanks for your interest and help.  The software version is T-JZMDEUC-1201.6 and there are apparently no new updates available. I forgot to mention that I am using external powered speakers attached via an optical cable. When the sound is lost, restarting the speakers makes no difference and, as said, the picture usually ends up freezing too.

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