About TessM

TessM

My pleasure! You can find all the info about how to do this from page 23 in this manual.

TessM

Hey @dellboy39-39 , that is a nice TV! You will need an aerial or a satellite box to get Freesat channels but you will be able to get TV Plus without any external devices or cable. Find more about this here: https://www.samsung.com/uk/smarttvservices/tvplus/

TessM

We understand your frustration @Upgrade1 However, as the Upgrade Programme is managed by our Online Shop, this will need to be discussed with them. Have you tried to email them instead? their email address is: support@samsunguk.zendesk.com.

TessM

Thanks @Lapadopo and @Massig . I have now raised this and one of our colleagues or myself will be back to you when we have an answer. Have a nice day.

TessM

That may mean that our Support page hasn't been updated yet with the latest one as this is from August. have you tried to restart all the devices (including the router) and try this again?

TessM

Thanks for giving this a try @DorsetRed Before having a look at other available options, can you confirm if your Tv is running on the 1315.4 software version? You can check this from Settings> Support> About this TV. Have you also tried to restart the Wi-Fi, phone and Tv and try this again?

TessM

Are you able to provide us with your TV model and software version and tell us where did you purchase the TV so we can raise this with the relevant department?

TessM

Hi @thesabione , your cache is a temporary data storage area for information that your phone may use again in the future. For example, if you visit a web page, the cache may store a copy of the information on the website so that it can load quicker, that may also happen with connections. Have you tried to contact the phone manufacturer to see if there is any way to delete part of your cache files to avoid connected devices to disconnect?

TessM

I have just been trying to find if this was caused by any third-party app as Safe Mode disabled them. At this stage, I would suggest sending an Error Report attaching the phone logs when that happens to our developers using Samsung Members. You can find this app from Menu> Samsung Members. If this app is not there, download it from the Galaxy Store. Once done, launch it and go to: More (3 dots) > Contact us > Error Reports > Input Symptoms > SEND.

TessM

Hi there, I have had a look at the new Frame TV (2019) and it appears that this has an Ambient Mode. You can find how that works at from page 10 in this manual.

TessM

Happy to hear that! Hopefully this won't be back, however, if it does send us a new message.

TessM

I understand your frustration here, @jack6503 However, is this is only happening with YouTube I would recommend contacting them to report this so they can fix it in future updates.

TessM

Have you made any change recently on the phone (downloaded an app, updated the software...)? Is this also happening whilst the phone is running in Safe Mode? Please follow these steps to put your device into Safe mode: Turn off your device > Power on your device normally > As soon as you see the Samsung logo, hold the volume down key > Keep hold of the volume down key until you’re onto the home screen > Safe mode will be indicated in the bottom left corner in a small black bar.

TessM

Hey @JimmyG , do you have any other devices connected in the same way to the TV or are you able to test a different one?

TessM

Sure! I have checked it this and it seems to be the right one.

TessM

Hi @MrStumbo , that is not looking right to me. Have you tried to run the phone in Safe mode to see if you can access to this? Please follow these steps to put your device into Safe mode: Turn off your device > Power on your device normally > As soon as you see the Samsung logo, hold the volume down key > Keep hold of the volume down key until you’re onto the home screen > Safe mode will be indicated in the bottom left corner in a small black bar.

TessM

Hey @BART_VW , do you have any other security settings enabled on the phone to try to unlock this? If not, Have you attempted to soft reset the phone? If you haven't done so hold the Power and Volume Down buttons until the phone restarts. In the case that you have any other security settings (fingerprint, PIN..). Could you try to enable the remote control on the phone and try to remove your security from the phone using Find My Mobile app?

TessM

Hey @Makhs , we can see that this is available on the S9 running on Pie in the UK. Are you able to confirm which software version is your S9 running on and where are you based?

TessM

Hey @sacarlettleo87 and @IanF1 , It appears that you can play around with the ISO, white balance and exposure on Pro Mode. You can choose this from the Camera modes that you should see on top of the camera button.

TessM

Sorry for the misunderstanding there. You should be able to play your videos in a loop from a USB. To do this you will need to plug the USB memory> Videos> Select the video that you'd like to play> Settings> Repeat> ON.

TessM

That is odd. Do you get any error code or message when you tried to connect them? I can also see that the latest software version available for your TV is: 1270.6. Is your currently running on this one and how long have you been experiencing this issue?

TessM

You are very welcome @DorsetRed . Are both devices connected to the same network when you try to connect them? If so, I would suggest contacting our Smart Switch app Team to have a look at this with you by sending them an email at: smartview.op@samsung.com.

TessM

How are you connecting this? If you are not using Smart View, can you give this app a try and let us know if this works?

TessM

Hey @Bucks65 , what phone are you connecting to these TVs? Have you tried to mirror the phone screen?

TessM

Hey @FoxtrotUniform1 , that may be caused by different factors. Can you confirm if you are using any Power Saving Settings on the phone? This can be checked from: Settings> Device care> Battery> Power mode.

TessM

Hi @DorsetRed , glad to hear that you got one of our TVs! That might be caused by a compatibility issue. Do you have any Android device that you can test with this?

TessM

I Have tried to find this option using a simulator @jack6503 , however, I have been able to find this on our phone. Can you confirm if you are able to sue this in any other apps?

TessM

Hey @CvAl92 , are all the apps up to date? If so, have you attempted to soft reset the phone? If you haven't done so hold the Power and Volume Down buttons until the phone restarts and try to launch any of these apps again to see if the issue persists.

TessM

Hi @jdudley4 , that doesn't look right to me. Can you confirm which phone do you have connected this to? Are you also able to send me a screenshot of the watch battery usage when this drop to 40% from a full charge? You can get this from Galaxy Wearable app > Settings > About Watch > Battery.

TessM

Hey @vortegon , that is odd as they are the Promotion Team contact details. You mentioned that you are adding au to the end of this email. Are you based in Australia? Have you tried to send them an email using the email address that we have provided without adding anything else to it?

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