Unable to select 'ok' option on dialog boxes on 2019 QE49Q60 TV

[mr_wonka]

I've got no idea when this started happening - I'm on the latest firmware (1392).

I am unable to select any non-default (typically affirmative) option on dialogue boxes that appear. The option that's typically selected is 'no' or 'cancel', if I press left then the button focus appears to move back into the page that opened that dialogue. I can see the selected button change in the background as I press directions but nothing I press gets me back onto the dialogue, or the OK button.

I'd try resetting the TV but you need to use a dialogue to confirm that action 😂

[ChrisM]

Hi @mr_wonka.

It may be worth trying a 'cold boot' of your TV. Have a look at this useful link!

[mr_wonka]

First thing I tried. Both via the holding off on the remote and powering off completely route. Thanks for the suggestion.

[ChrisM]

In that case, it would be worth speaking directly to one of our TV/AV specialists, who would be able to make a remote management connection to your TV, and hopefully get the issue resolved for you.

You can contact them on 0333 000 0333, Mon-Sun | 8am to 10pm.

Hope this helps!

[mr_wonka]

Sadly, after 90 minutes on the phone, with a remote viewing session and multiple explanations of the problem, the support agent hung up.

Shortly before doing so he suggested I reset the TV, even though I had pointed out (and demonstrated in the remote session) that that particular option involved a dialogue box - which I can't navigate beyond.

Guess I'll just hope a future update fixes it, or that I never have to change any settings.

[ChrisM]

We're sad to hear this, @mr_wonka. It may be worth giving them another call, as once they have a remote connection to your TV, our Support Team should be able to trigger a reset of the TV for you.