TV SAMSUNG UE43J5500AWXXH freezing at starting menu

[Adamark]

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

[TessM]

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? 

[Adamark]

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

[TessM]

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

[Adamark]

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

[TessM]

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]

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.

[TessM]

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