Samsung Smart TV Problems

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Cambo

104 posts

Master Geek

#229177 11-Feb-2018 10:21

Hi all,

We got a Samsung UA40K5500AS smart TV from Trustpower a little under a year ago. We've been experiencing issues which are gradually worsening:

- Sometimes the TV doesn't respond to remote control commands.

- Sometimes the internet-connected apps (Freeview, Spotify, Youtube) don't load at all, or take ages to load, or crash (screen goes black then goes back to TV).

- Sometimes the TV turns itself off.

We have fibre, and the TV is connected to WiFi, and is 3 metres away from the router. We are also troubleshooting regular WiFi disconnections on our smartphones, but this can't account for all of the TV's erratic behaviour.

Samsung told us to factory reset, but that hasn't fixed anything at all.

My question: is this fairly normal behaviour for a smart TV?

Linux

10300 posts

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#1955113 11-Feb-2018 10:23

3 Meters from the router away why are you not using Ethernet? And no it's not normal behaviour for a Smart TV

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lNomNoml

1734 posts

Uber Geek

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#1955114 11-Feb-2018 10:30

Might be normal for a Samsung one, haha.

But yeah complain to Trustpower/Samsung, have it swapped.

The WiFi issue might be to low quality router.

Linux

10300 posts

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#1955117 11-Feb-2018 10:35

Try changing the Wi-Fi channel on the router and if you can't use ethernet to the TV make sure it's connected using the 5Ghz not the 2.4

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freitasm

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Geekzone

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#1955120 11-Feb-2018 10:37

I would start with using ethernet instead of WiFi. Then restart the TV and test all over again.

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Dunnersfella

4064 posts

Uber Geek

#1955164 11-Feb-2018 13:27

Don't forget to check the router and TV are running the latest firmware.

If you're using HDMI CEC (Anynet+ on the Samsung) on ANY devices that are connected to the TV, turn that off. That could explain the TV powering down...

DeepBlueSky

519 posts

Ultimate Geek

#1956338 13-Feb-2018 13:51

Hi a couple of things to try / think of:

Factory reset the TV - see what happens sometimes firmware updates can cause issues.

Your comment - '...Sometimes the TV doesn't respond to remote control commands...' , I wonder your TV is overheating maybe dust in the coolers etc.

esawers

516 posts

Ultimate Geek

#1956348 13-Feb-2018 14:11

If its a smart remote try resyncing the remote to the tv

We have this problem every few months, where only the power button works on the remote.

https://www.samsung.com/us/support/answer/ANS00049119/