My TV sound goes off then a few minutes later the screen goes blank

[Kennyjs]

My TV is a 2019 43" Q60R (QE43Q60RATXXU)

Randomly the sound goes off then a few minutes later the screen goes blank and the tv becomes unresponsive the only way to get the tv back on is to turn the mains off.

I have a Virgin 360 box plugged into it

I've tried resetting to factory settings and updating to the latest firmware but it still happens

99% of the storage is used up and i have delete all the app which can be deleted.

Does anyone have an idea of what it could be?

[JAMES4578 · Accepted solution]

Hi @Kennyjs   Firstly with storage issues some customers have found the Flash Reset frees up more space. Under the Samsung logo on the TV you have a small black button about 2-3cm in from the bottom edge. With the tv turned on
1. press the button at the logo for 5-10 seconds
2. Release the button
3. press the powerbutton on the TV Remote for 5-10 seconds. Tv goes black and then restarts after a while. This is the flash reset and many customers found it provided a solution by increasing the available storage.

However this  may not solve all  the issues,  have you rebooted both the Tv and the virgin Box?  check that all cables are secure as sometimes that can be a factor with both Sound/display issues,  worth trying different HDMI cables if possible. can check advice for picture issues here https://www.samsung.com/us/support/troubleshooting/ 

If issues persist you may wish to  contact Samsung Support, contact details here https://www.samsung.com/uk/support/contact/#product-support

[Kennyjs]

Hi

I think the flash reset has work!

TV hasn’t went off since the reset

Thank you

[JAMES4578]

Glad the Flash Reset seems to have done the trick.