TV fails to record scheduled programmes to USB on standby

[GFa71]

Hi.  I have a new ue49mu7070 paired with a new Seagate 1tb hard drive plugged into the HDD USB port on the one connect device. The tv records scheduled programmes fine when the tv is on but when the tv is off on standby all scheduled programmes fail to record. Timeshift works ok.  I tested this last night and all 3 scheduled recordings did not happen and when I switched on there was a screen message to say I was unable to record or use the hard drive, although I could still view previous recordings fine.  I can't imagine there is a problem with the HDD. 

Any ideas before I contact support? Are there some settings I need to change? I am new to Samsung but I suspect this might be a regular problem with known solution.  Would appreciate any help, thanks.  Nigel

[Willnotrecord]

I splashed out on a 9 series UE55KS9000 it cost a lot of money and is my first flat screen TV.

IT WILL NOT RECORD  CONSISTENTLY.

I have tried all kinds of permutations. USB 2 USB 3. HDDs. It is hopelessly unreliable. Sometimes it records and sometimes it doesn’t. Usually it doesn’t. I have contacted Samsung customer care on numerous occasions but I get tired of being treated like a halfwit who doesn’t know one end of a USB from another.

l have given up now on the recording functionality which is a shame because that is one of the main reasons i bought it.

The TV also does not have a screensaver.

When i bought this TV it was Samsungs flagship model.

I won’t buy Samsung again.

[paul1277]

---

@Willnotrecord wrote:

I splashed out on a 9 series UE55KS9000 it cost a lot of money and is my first flat screen TV.

IT WILL NOT RECORD  CONSISTENTLY.

I have tried all kinds of permutations. USB 2 USB 3. HDDs. It is hopelessly unreliable. Sometimes it records and sometimes it doesn’t. Usually it doesn’t. I have contacted Samsung customer care on numerous occasions but I get tired of being treated like a halfwit who doesn’t know one end of a USB from another.

l have given up now on the recording functionality which is a shame because that is one of the main reasons i bought it.

The TV also does not have a screensaver.

When i bought this TV it was Samsungs flagship model.

I won’t buy Samsung again.

---

It is a known issue with Samsung smart tellies. They will time shift and record what you are watching but will not record scheduled programs. I had a long battle with Samsung and when to the UK CEO who did offer a replacement Q9F for my KS9500. It was then when they informed me it was an ongoing issue they were having. Their customer service will not tell you that. Below is the email exchange I had. Because it is a known and ongoing issue which they admit cannot be fixed, you can argue that the fault has been there since new. Under the consumer law, that means you can ask for a repair (which they say can not be repaired) or refund.

It took only a few emails to the CEO to sort, here are the main one’s.

Senior Customer Services Executive| UK & Eire

e: uk.president*samsung.com moderators will not allow emails so change * to @

t: +44 (0) 330 726 3932

Before that online chats and telephone calls and never once did I get a call back even though they promised they would.

I bought a 65KS9500 from Amazon (first mistake because you lose your section 75 protect). After a couple of weeks, it stopped doing the scheduled recording. I contacted Samsung online and after 3 or separate chats, they advised a full reset. That worked (but I lost all my settings), for a couple of weeks and stopped. Samsung customer service then had me taking photo’s of the TV changing USB drives and I was getting nowhere. They arranged for Martin Daws to inspect the TV and they changed the one connect, it did not work, then they came around again and changed the main PCB board. Wow, it works, for 2 weeks and again stopped. That's when I contacted the CEO and this is the email,

“

Yes, it's in respect to my TV not recording which has been ongoing since August without getting rectified.  I  had Martin Daws round twice to change the one connect and then the main PCB board.  It worked for a week after the board was fitted.  If I do a factory reset it works for a week then stops working. Martin Daws informed me that they had sent a request to you tech for advice last October and had heard nothing.  When I contact your support all I get is to contact Martin Daws,  and M Daws say they cannot do anything until they hear from you.  I feel like the piggy in the middle.  What with the HLG,  HDR10+ and smart connect and a TV that will not do as advertised I am getting a little bit fed up. 

Thanks

25 Jan 2018”

This was there reply

“This issue of scheduled recording and some reports of challenges being experienced remains under review by our Product Support Team at Head Office.

As a result, in light of the number of challenges that you are facing with this television and pursuant to your specific situation if you could provide us with a copy of your purchase receipt we will be happy to consider your claims further.

 Regards

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 3932

26 jan 2018”

So I did and this came next which was a nice surprise

“Dear Mr L***

 We would be happy to exchange for the QE65Q9FAMTXXU as a full and final resolution to this matter.

 If this is agreeable I will proceed with arrangements.

 Regards

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 3932”

Which was agreeable to me and then I got this email,

“On 29 January 2018 at 16:44, UK President <*******@> wrote:

Dear Mr L***

 Thank you for sending a copy of your receipt as requested.

 As previously mentioned in light of the various challenges that you are facing we would like to consider an exchange model for you, as advised this is pertinent to your specific situation.

 However, prior to reviewing a suitable exchange we first do need to highlight that the scheduled recording issue is an on-going discussion with our Product Specialists in Head Office and HQ and thus any replacement may encounter similar issues.  In addition, the Smart Things Extend is not a feature that was released and thus will not be available on any replacement.

 We wanted to provide transparency ahead of further discussions but if you did wish to consider the exchange we would be happy to review and discuss further.

 Regards

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 3932 “

It is in this email where they admit to an ongoing problem with the scheduled recording which they had to cover themselves so that I would not send the new tv back with the same issues. I agreed and they did replace the TV at no cost.

The TV did have the same recording issues as the KS, but worst the HDR picture was awful and so dull. I put pictures of Star Trek on here and AV Forums to show how bad it was and a lot agreed. I also sent the same pictures to the CEO and he said they were within spec! I was about to hit cloud nine when I continued reading the email,

“Here is the invoice as requested

Paul

On 21 February 2018 at 15:50, UK President <*******@> wrote:

Dear Mr L***

 We are in receipt of the further photos however our Product Specialists position remains that the panel/TV is not faulty and is within specification.

 I feel that we are therefore at an impasse as your request to exchange would not progress this matter to your satisfaction. 

 Therefore, if you could forward a copy of your purchase receipt for the original product (I cannot see that we have this on record) we will offer a refund payment in respect of this product following collection of the replacement.

 Regards

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 3932

Samsung Electronics UK
Samsung House
1000 Hillswood Drive
Chertsey, Surrey, KT16 0PS”

As you can see they have offered a full refund which I got.

Hope helps

Paul

Paul1277

[paul1277]

Have a look in this thread about your options for taking things further,
https://eu.community.samsung.com/t5/TV-Audio-Video/KS-Owners-Refund-usefull-info/td-p/579806

and also the ks owners refund result thread to see how successful we have been,
https://eu.community.samsung.com/t5/TV-Audio-Video/KS-Owners-refund-Results/m-p/591783#M14509

Paul

[PhilGS]

I have to agree with all the negative responses about recording onto USB HDD.

I bought a UE40KU6400 TV (Smart etc.) from John Lewis in 2016. Shortly afterwards, I bought a Western Digital Elements 1-TB HDD with external power supply.

At first, all went well. You could record while watching TV or set it to record in the future while in standby or record series of programmes. After a few months, it stopped recording future programmes, so I contacted John Lewis.

John Lewis just offered a collection and repair as it was outside the 30-day refund period, meaning that I would not have a TV for however long it took.

I contacted Samsung support and their response was that I should set everything back to the factory default. This would mean losing all the settings I had put in and possibly the streaming (live players) log-ins.

I did reset it and nothing improved.

The TV has now deteriorated to the point that apart from being extremely slow to access anything, it will not access recordings from the home menu.

The only way to access recordings now is to disconnect the USB HDD from power and TV USB, plug it in again so that it reports the HDD as a new device. You can then access the TV files and folders and recordings will play back.

This is totally unacceptable and deeply disappointing as this was my first "flat screen HD smart TV".

Samsung support is the usual "try this" script and I know that if I go back to John Lewis it will be the same stuff of no TV, replacement PCB that might or not work.

Thank goodness the catchup services still work.

This is the usual story of being sucked in by reputable companies like Samsung who promise a lot and deliver nothing, especially support of their own products.

I wonder if the answer is to avoid thes mediocre brands and go for something reall cheap or try and find a brand that does deliver good service and own up when the product goes wrong and does something to fix it.

Needless to say, I won't be buying another Samsung TV or a Samsung anything else. Maybe see what North Korea has to offer?

[paul1277]

---

@PhilGS wrote:

I have to agree with all the negative responses about recording onto USB HDD.

I bought a UE40KU6400 TV (Smart etc.) from John Lewis in 2016. Shortly afterwards, I bought a Western Digital Elements 1-TB HDD with external power supply.

At first, all went well. You could record while watching TV or set it to record in the future while in standby or record series of programmes. After a few months, it stopped recording future programmes, so I contacted John Lewis.

John Lewis just offered a collection and repair as it was outside the 30-day refund period, meaning that I would not have a TV for however long it took.

I contacted Samsung support and their response was that I should set everything back to the factory default. This would mean losing all the settings I had put in and possibly the streaming (live players) log-ins.

I did reset it and nothing improved.

The TV has now deteriorated to the point that apart from being extremely slow to access anything, it will not access recordings from the home menu.

The only way to access recordings now is to disconnect the USB HDD from power and TV USB, plug it in again so that it reports the HDD as a new device. You can then access the TV files and folders and recordings will play back.

This is totally unacceptable and deeply disappointing as this was my first "flat screen HD smart TV".

Samsung support is the usual "try this" script and I know that if I go back to John Lewis it will be the same stuff of no TV, replacement PCB that might or not work.

Thank goodness the catchup services still work.

This is the usual story of being sucked in by reputable companies like Samsung who promise a lot and deliver nothing, especially support of their own products.

I wonder if the answer is to avoid thes mediocre brands and go for something reall cheap or try and find a brand that does deliver good service and own up when the product goes wrong and does something to fix it.

Needless to say, I won't be buying another Samsung TV or a Samsung anything else. Maybe see what North Korea has to offer?

---

I have a 75 Q900R I bought from Samsung and yes this has now stopped recording after 2 weeks. It says it as recored but the file will not play.  It is also not recording all the scheduled programs just like my 65Ks9500 and the Q9F replacement. That went back for a refund and now this very expensive top of the range is not reliable and has the same fault. It will be going back as I am not messing with Samsung support who will try to blame everything except except it is the TV which Samsung CEO of told me is an ongoing unfixable fault with all Samsung's TV's. If you have this issue do not except it and get a refund. 

[Hal1]

I had a couple of problems trying to record programmes to a hard drive with my Samsung QE65Q7C.

Firstly the “Too Many Reservations” error kept coming up. So I deleted all scheduled recordings to see if this would fix the problem.  It didn’t.  So I did a factory reset and this solved the problem.  I note that the TV can only schedule up to 30 recordings or viewings at once – so setting it to record 2 or 3 full series can take it over the limit. Once you go over the limit I think this messes up the TV.  So need to watch for that problem in the future.

Having eliminated the “Too Many Reservations” error, I now found that the TV would not record any scheduled recordings at all.  I did manage to fix this however thanks to someone’s suggestion on this forum somewhere.  I re-tuned the TV manually – not automatically (under broadcasting , then expert settings).    There are 7 or 8 blocks of channels and you “accept” each block that is shown in turn.  It only took a few minutes.

Scheduled recording is now working (so far….and keeping fingers crossed)

Hope this helps some of you with this problem

[EuroGamer]

Logged in to confirm the Manual tune fixed (so far) the Recording while in Standby.
Same issue as others while in Standby, TV fails to record etc...
TV - UE55MU7000

Re-tuned the TV manually (not automatically), should find it under broadcasting, then expert settings.
There are 8 lines (in my view) of channels, just click on each line until it finds the channels and proceed to the next once complete, as advised above it only takes a few minutes but, so far working for me.

[m6mjv]

has this ever been resolved?

i have 2 samsung TVs and neither work to record from standby to an externaly powered HDD.

the newest one UE40MU6400 has never worked properly and im now seeking a refund as its not 12months old.

the other is now 4yrs old and worked perfectly well until ther last 12 months.

Is there a fix?

[Liam548]

This solution seems to have worked for me also.  I turned off the ECO mode auto switch off and set it to record 4 programmes in the early hours.  All have recorded successfully onto the Samsung USB3 256gb stick.

I do wonder if the TV is now technically on all the time now though. Surely a better way would be for the TV to recognise when to wake from its deep sleep state.

Thanks for your assistance. 

Liam

[PhilGS]

My set has never worked properly other than when a few weeks old and has never been put into any "eco" states.

Samsung have a problem here and are not putting any effort into fixing it.

Escalating complaints is just a sham.

One thing I do find is that the set gets slower and slower at doing things after a while in standby.

I suspect this is a firmware/software problem where it simply runs out of resources like memory.

Only a hard power down i.e. pull the plug out for 5-minutes, does anything.

The now older models i.e. more than 2-years old, are probably not supported actively as Samsung put their effort into the next new thing.

Personally, I thing there is little point in choosing these middling brands and either go for some cheap and cheerful Chinese offering or pay a lot more for a brand that has a proven track record of after sales support.

I suspect that Mr/Mrs/Ms Samsung President doesn't have these problems, nor indeed have to pay for his /hers televisions.