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The Frame TV : cannot add photos

(Topic created on: 26-11-2022 04:34 AM)
48687 Views
Frustrated7
Apprentice
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 I used to be able to add new photos to the Frame TV but now I can't... The option was greyed out for me without explanation...

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107 REPLIES 107
Liam Constantine
Apprentice
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How ???? I just purchased the tv and downloaded the app and can’t do it????

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LesaR4704
Apprentice
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I've recently reset my Samsung Galaxy S21  and reinstalled Samsung Smart Things and now I can upload my photos to my Samsung Frame TV! I think Samsung has fixed the problem. 

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Members_ukpIyvt
First Poster
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No, it's not fixed. I managed to upload juste one single picture since last month, dunno how. Coincidence I guess. 

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rktchip
Journeyman
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Smartthings tech support sent me a message saying that this was a "known issue" with no eta on a fix. 

Screenshot_20230512-113418.png

 

while their replies to me suggest they have elevated this within their teams, there is actually no evidence that Samsung and Smartthings is working on fixing the issue.  

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rktchip
Journeyman
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Screenshot_20230513-111635.png

Well, a quick update.. positive news the engineers can reproduce the issue so they should be able to fix it. No ETA yet but I guess a new version of Smartthings app is coming May 16th and we'll see if it's fixed then.  My Smartthings updated to a version from May 8th and it's not fixed. Hard to believe they would be releasing Smartthings app versions so close together so I'm skeptical that May 16th date will bring a new version. We'll see!  Guess I'm happy they are working to fix it.

Srulit
First Poster
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I've had the TV now for years the 49 in and from day one I haven't been able to upload pictures I was very disappointed and still am because I'm having the same problem from three different Galaxy phones the S10 Plus the note 20 Ultra and the Z flip 3 same issue on all three can't upload photos are grayed out

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baronner
First Poster
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I'm waiting for months now, but still no fix. For a $1000,- TV very disappointing. Come on, Samsung!

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BrendanxP
First Poster
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Same issue here. They should honestly give everyone free access to the Artworks subscription if they cannot get this fixed property.

Never buying Samsung TVs again because of all of these software issues.

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frustrateduser23987
First Poster
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 95% of the time I can upload pictures from my phone if my phone is RIGHT NEXT to the sensor.  I agree we should get free artworks subscriptions until this is fixed

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rktchip
Journeyman
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another update:   still no fix from Samsung. 

Cant upload pictures to the Frame and also cant change the Frame "Art Mode" settings.   

As of now, Smartthings support continues to ask me for logs of the issue.  Their instructions continue to request that I pull the logs off the phone and attach them to emails -- unless I'm missing something, you cant access the logs on Android anymore.   I also dont have any indication that Smartthings is working on this issue anymore.

I assume Smartthings and Samsung no longer care to support and fix their hardware.

Again, my TV is the Samsung Frame 2017 (first version).  When it launched, we used a Smartview app. Then for a couple years the Smartthings app worked until that stopped working on an update (not sure if it was the last Frame 2017 firmware update or Smartthings app).     Yes my TV is OLD but there is no reason that basic functionality critical to my purchase (ART MODE) should be disabled years later.  

Does anyone have a Smartthings APK from about 1.5-2 years ago? Perhaps I can trry an old version to see if that will work. 

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