27-09-2023 01:00 PM in
Since about the start of September 2023, our The Frame 65 inch TV has started to drop out of art mode for no apparent reason. We have tried uninstalling the Samsung TV Remote App from our phones, hiding the remotes, removing other sources of IR and it's still happening.
It's very annoying because the entire point of The Frame is that is displays art all the time. When it goes onto TV mode it's annoying and disruptive.
I suspect there has been a software update that is calling the TV out of Art Mode because before this started happening it had been happily sitting in Art Mode for a whole year with no issues.
Anyone else had this issue?
02-10-2023 07:36 AM in
Mark, can I suggest you do as I do and call Samsung at least once every week through their Support line until it is fixed? I bought this TV expressly so it is a piece of art and never a TV so I deem this a serious fault and will call on replacement through warranty if I have to, eventually.
UK Samsung TV Support number is 0333 000 0333.
I called them on 27th and they remoted in to remove intelligent something mode and then reset it (lost all my art) but the issue is still occuring.
I'm calling them again today.
03-10-2023 04:10 PM in
After yesterday's call to Samsung which also involved a full power-down for 30 seconds, restart and holding down the remote power button for 10 seconds, we have not had a repeat of this issue today. I'll update as time goes on.
We have turned on again the option to go to sleep but we have not turned on Night Mode which was deactivated by Samsung.
05-10-2023 08:25 AM in
I believe there is a software fault.
When I have the auto sleep function off (TV permanently on art mode using power 24/7), it never drops out of Art Mode.
When I turn on the option to go to sleep to save power it seems to jump out of art mode when it gets woken up sometimes.
I am going to pursue Samsung on this. I cannot have it deemed a fix that I have to leave my TV on 24/7 burning power when there is a fault in the software for sleep mode.
Samsung advertise this (2023 65 Inch The Frame QLED Smart TV LS03B | Samsung UK) as having an auto power saving mode so this is an expected feature and I am sure must be working to earn their EPC rating.
18-10-2023 03:25 PM in
I have had the same problem with my recently purchased Samsung 43" frame (2023 version). But my problem only started AFTER I changed my broadband supplier, which gave me a clue. I switched (in the UK) from Plusnet to Lit-fibre, a fibre-to-the-premises provider. The TV started to come out of Art mode, which was really irritating as, like others, I bought it specifically to display photos. As my Plusnet service was still live I went back to that, and the problem disappeared. So I concluded that it is something to do with my new service.
I THINK that the problem is something to do with the TV getting an IPV6 address. I added an additional wireless router to the unit and connected the Frame by that. This additional router doesn't provide a V6 IP address. The TV works fine.
Below I show 3 scenarios; the first with the new service (which jumps out of Art mode), the second which was the original Plusnet service (which works fine) , and scenario 3 where I add a new router (which also works fine) . It's possible that swapping out the Lit-fibre router for the Linksys (or similar) would also work, but that would mean I didn't have IPV6 addresses in my system.
In my scenario 3 I comment that it has worked fine for 48 hours; it's now more like a month.
Hope that this works for you. If anyone has a better explanation or solution please post it.
19-10-2023 06:31 AM in
@alMossah You are confirming that these TVs potentially have a software bug that drops them out of art mode if/when they get an IPv6 address. Yes, you have a workaround but IPv6 is the new standard and FTTP is the new standard so the TV needs to be updated to sort this out.
Although I also have FTTP premises, I have had it (and a Wi-Fi 6 IPv6-enabled gaming router) for about 18 months before this issue began so the issue is not inherent in new FTTP connections but itself is presumably a small subset of conditions.
I accept you have a theory here but I would like to encourage everyone with this issue to call it in to Samsung so they take notice and find and fix the bug.
I cannot discount your theory but we found it always dropped out in the Samsung TV Plus app (never just to the menu) as if the TV was making a 'call' to run the Samsung TV Plus app. We disabled that app and now when it drops out of of art mode it drops to a black screen; presumably trying to run that app but failing to do so.
The issue did stop when we disabled the sleep timer on art mode so that timer or the sensors are implicated. I am not accepting that as a solution either because my electricity bill will go through the roof if I leave the screenon 24/7 and Samsung advertise this TV with power saving mode.
27-10-2023 02:30 PM in
All my devices have IPv4 addresses so IPv6 cannot be the issue.
I am convinced the issue is the new software update for Art Mode which now gives us an option to cycle through the artworks at an interval (but no option not to cycle through).
I will be called Samsung again next week.
a week ago
We’ve had the same issue for months too. Just had it taken away for repair and within 24 hours after being returned it’s still doing the same thing. They replaced a load of parts including the sensor but still no joy. Definitely looks like a software issue so I’m going to go back and advise them of this.