Troubleshooting picture issues on your TV
Your Samsung TV comes with a picture test that can immediately identify whether a screen problem is due to your TV or something else. Certain issues can also be easily resolved by adjusting your TV's settings.
When the TV has trouble with the picture, these steps may help resolve the problem.
Lines, dots, or spots appear during the picture test.
In some cases, lines on the screen (especially if they are black) can be caused by a cracked screen. If this is the case, you would still need to contact us to request a service.
Lines, dots, or spots do not appear during the picture test.
If the test photo is displayed properly, there may be a problem with an external device. Check the connections, the signal strength, or refer to the external device's user manual.
To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test, and then navigate to Settings. Select Support, select Self-Diagnosis, and then select Signal Information. Select HDMI Cable Test, and then select Start Test.
If the test says the cable is bad, replace the cable. Service is not required.
Try connecting a different device or using a different source port. If you were unable to test the cable in the previous step, then try swapping the cable too.
If the TV can display a picture in any other setup, then the TV is not the cause of the issue. Keep trying various setups until you identify the device or cable that is not working, and then troubleshoot or replace it.
Note: Check Samsung TV "No Display" issue to learn more about the issue and how to fix it.
If the picture freezes while you are watching TV, streaming from your favorite app, or during any other normal use, all you need to do is update the firmware on your TV.
If your TV is connected to the internet, follow these steps:
You may find Download the firmware from Samsung.com. Visit How to update the software and firmware on Samsung TV for more details.
Home button on your remote control and then head to Settings
All Settings
Note: If the setting is greyed out, please exit the TV app that is running in the background.
If the screen on your Neo QLED TV appears to be just a little too bright, there are a few things you can do to help.
Press the Home button. Then navigate to Settings > Picture > Expert Settings > Brightness
Press the Home button. The navigate to Settings > General > Intelligent Mode Setting.
Change the picture mode to a different option to see if the brightness looks more appealing. Press the Home button. Then navigate to Settings > Picture > Picture Mode.
Note: If you are still facing issues, you can call our contact center and our helpful agents will assist you.
*The features mentioned can be available on specific models. Please refer to your user manual for more information.
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