New Frame TV 2020 regularly crashes in art mode or airplay

[VincentCH]

Hello all, 

I have just purchased a new 50" Frame 2020 TV and have a very annoying problem. The TV just randomly crashes in art mode or in Airplay mode.  Suddenly, the TV loses the connection and I have a screen appearing indicating me that there is no source anymore. When trying to exist this screen, the TV goes black and I cannot do anything anymore. 

I have updated the software to the latest version, checked all the connection, made sure the TV was plugged in directly into the wall electrical socket, restarted it, ... 

Any idea what is going on ? 

Thanks

[TessM]

Hi @VincentCH   If you give the AV Team a call on 0330 726 7864, they will be able to assist you with this. 

[VincentCH]

many thanks ! 

Do you have a swiss phone number ? 

[TessM]

Sure @VincentCH , you can find their contact details here: https://www.samsung.com/uk/function/ipredirection/ipredirectionLocalList/ 

[VincentCH]

I must say I have been very disappointed in the service of Samsung. 
I bought a brand new TV and try to make it work foe several days. Unfortunately, I called the support service 10days after my purchase and therefore was told that the TV could not be replaced as I should have called within 7 days ! 
No solution is offered, only to send the TV for repair…

very very disappointing when I thought I was buying a high quality product and cannot use it at all…