KS9500 not recording

[paul1111]

This an issue with a few models which I think Samsung is hiding. I bought 65KS9500ue back in January. Working alright at first and with having Sky did not use recording much. Got rid of Sky in August and the found the TV would not record, it would record a program you were watching and time shift but not from the planner. Samsung had me taking screen shots and all sorts and said the would esculate to next level and then heard nothing. It was on these forum I saw that a factory reset and turn off auto tuning had worked for some, so I tried that, and it worked, joy. Week later stopped working. Again contacted Samsung who informed me that they would send an engineer around to look at it.
Samsung sent Martin Daws to come round but cancelled on the morning saying they did not have the part in, very annoying as I had taken the day off work. They then booked again 3 days later and changed the one box, did not work, another wasted day. Following week came again and changed the main PCB board. Brill all was working, so thanked Samsung and started to enjoy. Two weeks later which was Tuesday just gone noticed it had not recorded Monday nights things. Tested it with programs on Tuesday day and again not working!!!! ( 3 days off work so far) Contacted Samsung and again said they would contact me when thay have further information. Contacted Martin Daws and they said they would have to contact Samsung!!! It's a joke that Samsung can not sort this out.

I also Checked my firmware and it is 1201 but noticed 1208.2 on Samsung support. Downloaded it and updated firmware and tried again and guess what, did not work!!!!! What a joke!!!

WARNING I have found to my very exspensive cost that because I bought the TV from DA Tech (I did contact them and they have basically said its Samsungs problem and have now ignored my emails) through Amazon ( who said because it was over 120 days they can not help). I have lost my credit consumer section 75 protection, because Amazon is classed as a third party, and because I did not report it till after 120 days after purchasse I can not claim a charge back. I have made a complaint to the Financial Ombudsman Service, but with no luck. My only alternative I may have if I do not get this TV fixed is the smaill claim courts under the Oct 2015 European Consumer Regs. Not what I want to do really! Not a Happy Customer!!!!

You do not need a external power USB 3 as the TV has only USB 2 ports and are powered ports as all USB are. I connected a USB Seagate USB powered and the TV asked if I wanted it to configure the drive, which really formats it to NTFS and checks to make sure the drive is compatible. On my TV 65KS9500 it worked at first but not now, but will still do time shift and record programs I am watching, but not any thing from the planner.

[paul1111]

65KS9500 Problem since August 2017 still not fixed!!!!!!!!!!!

I also updated firmware to 1208.2, still will not record from the planner when on of in standby. Now had a new one box, new main board, tried 2 USB drives all over 1 ter and a powered drive, all so turning off auto tuning, factory reset and still it  will not record. The drives have been formatted by the TV and have loads of space. Will time shift and record what I am watching so they do work. I think it must be some thing with the power supply and I now thing it's time for a repacement TV, pleaseeeeeee.

Oh got told off for posting to much. Thing is, if the TV worked or was fixed I would not be here, so come on Samsung sort this out and make some of your customers happy again with their Samsung TV's!!!! and no I will keep posting because you have had plenty of time to sort this out.

[paul1277]

lat002 wrote:

Hi Paul1277,

I've just re-read your post about the USB ports and hard drives. Samsung in the user manual for your TV state that a hard drive must be connected to the USB (HDD) port and they recommend use of a hard drive with it's own poer adapter (which I know you said you have). I have read of other people having issues with their hard drive when connected to other USB ports so surely it's worth a try?

I have also read that although your TV has 2 tuners, 1 is for Freesat and 1 is for Freeview. If true this is like my TV, so depending upon what TV service you are using (viz: Freesat or Freeview) you could well be having the same problems that I wrote about in my last post. If you are using Freeview you will likely be limited by the Freeview transmission by Multiplex. This is nothing to do with Samsung. If the hard disk that is connected to the TV is recording (say) BBC1 (which is transmitted from Multiplex BBCA), I can only tune the TV into another station using the BBC A multiplex (which are BBC 2 or BBC 4).

For information the list of Freeview chanels and the associated Multiplex can be found on lots of websites. This link is one such: http://www.digitaluk.co.uk/channels/channel_listings

Hope this helps. Good luck!

OK there are 3 USB ports 1 on the TV side, and 2 on the one connect. On the one connect there is a 1 amp and a 0.5 amp USB 2. The 1 amp USB has plenty of power to power a USB drive. I know this because the recording has worked in the past with a Seagate USB plugged into 1 amp port and it worked for a week after I had done a factory reset and disabled auto tuning. I had a new one connect with no luck, and they then changed the main board which worked and recorded every thing as advertised. Then 2 weeks later my last recording was on the 17/11/17 and since then it will not record either when the TV is on or in standby. Thats 3 days of work waiting for the engineers.I have also tried a mains powered USB and again no luck. Thing is it will do timeshift and will record a program I am watching.

As to your comment about tuners this TV has 2 freesat and 2 freeveiw and I do have 2 imputs from my dish for freesat.

I can not understand all the stuff about the multiplex transmissions, because if that was the case it would not have worked in the past. Also why I dissagree with you is because I have a 32inch Samsung Smart TV in another room which has worked from day 1 and still works and records evey thing I ask of it, and the same with a Samsung Freesat recorder I have that also records eveything without any problems.

I don't know if you work for Samsung but this is a list of excusses that are typical of Samsung. They are basically trying to ware us down so we give up, as some I think have. Family have other smart TV's like LG, Sony, Panasonic, and I have been told they all record as advertised and without any of this so called multiplex issues. I also updated the firmware to 1208.2 yesterday which again made no difference apart from slowing the TV down to a crawl, which is another thing to deal with.

I been resonable since August with Samsung and have a new connect and main board PCD fitted and it still will not work. I know with most people it seems to be OK so all I want now is a replacement TV that will work as advertised.

To sum up I have tried all of Samsungs advice (which was very little) 2 USB drives 1 powered USB and a stick drive, had parts of the TV repaced and yet it still does not work. I just can not understand how a company at the leading edge of TV design can not easily sort this out!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Paul

[paul1111]

OK I have seen people now try to blame the problem on the USB drives, but I beg to differ, and the reason why is I have 2 Samsung TV's, the one with the issue is a new UE65KS9500 and I have a UE32J6300AK in the spare room which records as advertised with no probs. This has given me the opportunity to test and check the Seagate 1 Ter USB, a Toshiba 1 Ter USB, a 64 Gig USB Stick, and a Seagate 2 Ter in a USB enclosure mains powered. All are recognised by both TV's, and all work perfectly with the older 32 inch Samsung TV, both when on and in Standby. So if the USB drives work perfectly in the older Samsung TV, I find it hard to blame them for the issue, and can only see it being an issue with the TV. Also when I have spoken to Samsung  they make no mention of any USB issue. I did read about factory reset and auto tuning off which worked a week, and had a new main board fitted which worked for 2 weeks, but does not work now. I have had plenty of time testing these USB drives and they work perfectly.

Just to mention again how bad Samsung support is because I was promised a call back on Sunday and now Friday still waiting.

Paul

[paul1111]

Sorry not having it. What about the Samsung TV's that do work OK , are you saying that none will be using a Seagate or Toshiba drive like I have which work in the older set but not the new. Also one drive is USB 3 and one USB 2, also they did work perfectly for a couple of weeks when the main board was changed, so no I find your explanation hard to except, or it might be to take the heat of Samsung so they can blame some one but themselves. Do you know which spec these TV's are in and as I am aware the new spec is to make all USB drives more compatible. Where your argument really falls down is in respect to recording a program I am watching and time shift and program pause which all work fine on the UE65KS9500, it just will not record from the schedule.

[paul1111]

I have had this problem since August with Samsung about the recording issue and no resolution. I bought a Hewlett Packard printer from ebay and it developed a fault on Sunday. I got a replacement yesterday and UPS just picked up the faulty now. That is what I call fantastic customer service, they could not have been more helpful when I spoke to their customer services, and they agreed to an exchange after just 15 mins on the phone. Come on Samsung buck up!

[paul1111]

I have had this problem since August with Samsung about the recording issue and no resolution. I bought a Hewlett Packard printer from ebay and it developed a fault on Sunday. I got a replacement yesterday and UPS just picked up the faulty now. That is what I call fantastic customer service, they could not have been more helpful when I spoke to their customer services, and they agreed to an exchange after just 15 mins on the phone. Come on Samsung buck up!

I spoke to Samsung customer services this morning and they said I would get a call back within 2 hours. They promissed and guess what no call.

[paul1111]

Samsung support never rang me back so I rang them. This time a bit different un that he wanted to help and remotely access the TV.  After a lot of checks and resets and turning off auto tuning again the recording to a Seagate 1 ter TV powered USB 3 drive and all is working recording all channels. I am still cautious as it worked before, before stopping. This shows that things like "multiplex" and needing powered drives is missleading. I have had a firmware update, reset and setup the freeveiw.

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@paul1111 wrote:

I have had this problem since August with Samsung about the recording issue and no resolution. I bought a Hewlett Packard printer from ebay and it developed a fault on Sunday. I got a replacement yesterday and UPS just picked up the faulty now. That is what I call fantastic customer service, they could not have been more helpful when I spoke to their customer services, and they agreed to an exchange after just 15 mins on the phone. Come on Samsung buck up!

I spoke to Samsung customer services this morning and they said I would get a call back within 2 hours. They promissed and guess what no call.

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[paul1111]

Phil12 wrote:

Hi

I've downloaded that clip and checked it and can confirm it is a Panasonic GH5 HLG clip at 10-bit.

I still think 2016 models will get updated to support HLG via iPlayer in the longer term, after all these TVs do support HLG, and given iPlayer is many months away from having any other HLG footage except for testing Blue Planet which is then only available for 30 days,  having no support currently on iPlayer for 2016 models isn't much of a hardship.

I would still try and return your TV though given it will not record reliably.

Regards

Phil

Yes I have tried a few samples of HLG which worked, so I will get off my high horse with that issue, and agree all is OK, except for Iplayer. It is odd though with the first broadcast and Samsung is unable to use it, unlike Panasonic, which is a shame, because I watched the planet earth on my son's TV, and it was very very good.

The recording is another matter, and Samsung are not very helpful. It worked for a week after a reset but stopped again on Sunday night. I have reset again and it will work for short time then stop. Not very good. And yes I have used different drives.

The problem I have is I bought the TV from Amazon last Jan from a third party DA Tech Pro. When the problem came about Amazon said I was past the 120 day A to Z, so would not help. DA TECH said I should contact Samsung and now does not answer any more emails, and there is no contact number that I can find. I can not get a section 75 credit refund because I bought the TV through a third party (Amazon) so loose section 75 protection (which I did not know about, and Amazon do not tell you). So I am only left with firstly Samsung helping, or take DA Tech to court. The first option is the one I had hoped for, they have changed the one connect and main board, but it still only works occasionally. Court is a serious step especially when I can not get hold of DA Tech Pro, and there is no sign of them when I do a search. Thing is you think when buying from Amazon you would be safe for at least the first year but you are not. 

This is why I feel some what let down as this was a retirement gift and I know its not a big issue for the money I would expect to work as advertised and if not would expect Samsung to sort it out quickly. Or am I being unreasonable?

[Lanky]

Sorry to hear of your problem, I thought you might be interested in my experience with a KS8000 bought 14 months ago from John Lewis. On of the main reasons for buying this was the twin tuners & the ability to record to usb HDD. 

Unfortunately despite my best efforts it would not record reliably, e.g. would not record at all, record & then not play back,  say it was recording, but then nothing there. Samsung support was awful, all they could suggest was to reset it after which it did work for a while before playing up again. I did try all the suggestions in the forums to no avail & I was really surprised by how many owners had the same problem. Eventually Samsung said my Seagate drive must be faulty, despite checking it several times on my computer for errors. In desperation I paid £80 for a new Seagate drive,  guess what, no difference. 

By this stage I had had enough & several months had passed, I contacted John Lewis who immediately delivered a replacement, which also behaved in exactly the same way. I was beginning to think I really was doing something wrong. Even John Lewis by this stage said it must be me doing something wrong as well! I finally contacted their customer service manager who was absolutely brilliant & said he would change it again, but I just could not face the hassle all over again. Eventually John Lewis, by way of compensation, supplied me with a new Panasonic DVR which has behaved faultlessly. However, believe it or not, the first one of these delivered was also faulty & had to be replaced. 

Here I am 14 months on with the realisation that after all this hassle my almost new TV is now likely to be obsolete & still won't record properly, I will never ever buy anything made by Samsung again, but I will most definitely buy from John Lewis again who made it all more bearable. Samsung doesn't understand what good customer service is, or how important it is