QLED QEE55Q7fAM sound no picture

[Pat44]

Hello all.. QLED Q7FAM TV screen picture lost blue/black.... sound ok. unpluged the connect box and the screen displays a pictorial of the connect box and tv displaying insert cables "fibre/ power ..I plug it back in and the sound comes back, but no picture !!.any ideas..?? Out of warranty 2017flag ship tv broken after only 2 year use. Not great 😥

[CarloL]

Hey @Pat44! Press the Home button on your remote and see if it comes up on the screen. Also, can you update the software version of your set top box and check if there is any damaged cable to your TV?

[Pat44]

Hi CarloL thanks for responding.

I've tried this. No joy. Unable to update software as I have no images to follow any update instructions.

I've disconnect all devices from the connect box still no image on tv.

When TV was working and the sky box turned off the tv screen was sky blue with samsung logo detail source turned off etc... if the one connect invisible cable was damaged is it likely that I would have sound from my sky box? 

When I unplug the connect cable the tv displays a pictorial image showing/indicating that the cable is unplugged from the connect box and is asking me to plug them back in ( as I said through imagery on the tv screen. Regards

[ChrisM]

It does sound as though this may be an issue with the cable connecting your One Connect box to the TV, @Pat44. Just to confirm, are you unable to bring up the menu of the TV on screen?

[Pat44]

Hi there ChrisM.

Yes that's correct no menu just the pictorial graphic image when I unplug the connect cable which images pluging the cable back in...however i do get sound i can hear the programnes on sky. It would be great if it was just the connect cable ..is it fibre?..if I could get a connect cable that would be great ☺ regards Pat

[CarloL]

Yes, the cable would need to be changed to sort this out. Have you checked with our trusted third party retailers? www.espares.co.uk > www.partmaster.co.uk > www.samsung-sparesby4oh.co.uk

[Pat44]

Hi Carlos. 

Just looked seem very expensive  £234

?? If it wasn't the cable when I try it do you think they would take it back ?

[CarloL]

Hey! All three third party retailers offer a 14 days return period should you not be happy with the item, @Pat44 . Alternatively, you can also get in touch with our AV team at 0333 000 0333 to exhaust every technical possibility with our specialists before going for the purchase of the cable 

[Pat44]

Hi again CarloL

Yes I've exhausted all avenues lol ..however I worked in the fibre industry..and know one or 2 companies that make patch cords ...do you know what fibre it is. I'm sure I could get one made spliced in if it's broken. Do you know if its 8 micron SM or 50/63  micron MM regards Pat

[CarloL]

No worries! This should be shown in the User Manual if you still have it or you can get in touch with the AV team to find out.