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Original topic:

TV SAMSUNG UE43J5500AWXXH freezing at starting menu

(Topic created on: 14-04-2023 05:58 PM)
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Adamark
First Poster
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Hi,
Can someone help me?
I tried a factory reset on my TV,
but it stops and freezes at this menu item.(pics)
I choose either option. I tried restarting, unplugging it, etc...
You will always return to this menu. 😢
tv: SAMSUNG UE43J5500AWXXH
tv.JPG
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7 REPLIES 7
TessM
Mastermind
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Hi @Adamark ,

 

I would happily get this looked at. May I ask what option are you selecting to reset: Reset Picture, Sound, Channel, Smart Hub? Are there any external devices connected to the TV when you attempt to do this? 

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Adamark
First Poster
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Genereal reset - back to the factory settings. 
only set top box, but the same thing happens when I disconnect it.

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TessM
Mastermind
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You probably are, but can you please check if you are following the steps listed on the following guide to do this? You can access this from here: How to reset my Samsung TV | Samsung UK

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Adamark
First Poster
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Soft reset doesn't solve the problem. I can't move on to the next menu. I get stuck where I wrote.

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TessM
Mastermind
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I see @Adamark . Have you tried to request Remote Support following the steps listed on the guide provided above? If not, I would suggest giving this a try so our TV Experts can get this looked at and sorted. 

Adamark
First Poster
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No, because where I get stuck is the menu doesn't load and I can't enable remote management. I thought there was a solution to this before I would take the TV in for service.

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TessM
Mastermind
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Service may not be required at this stage @Adamark . If you are unable to request support via this route, I would recommend reaching our dedicated TV Specialist Team. If you are based in the UK you can reach them on 0333 000 0333 from Monday to Sunday from 8 am to 10 pm.

 

For other countries please select yours on this list and head to the Support or Contact page to find the right details: SAMSUNG | Samsung UK

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