Lines on Samsung TV screen

Last Update date : Oct 13. 2020
QLED Q9 TV

 Please Note: The information on this page is for Australian products only. Models, sequences or settings will vary depending on location and/or where the product had been purchased. To be redirected to your local support page please click here.

There are a few different ways you might see lines or missing pixels on the TV screen. To determine whether this is a software problem or a hardware issue, please follow the steps below:

1 Check whether the lines on the screen are moving or permanent.
2 If the lines sway, check the input source (HDMI 1, Video, PC, etc.) and connection to see if they are properly connected. Disconnect and re-connect the video cable/HDMI to check if the issue is resolved.
3 Pull up the Menu screen and check whether the issue persists.
4 Perform a Picture Test by selecting the following options below.
2020 TU/Q/LS Model TVs:
1 Press the Home icon Home button on your Samsung remote control to bring up the Smart Hub and then select Settings cog Settings.
Samsung Smart Hub.
2 Scroll down to the Circle with a spanner inside Support tab and then select Device Care.
Device Care, second from the top in centre list.
3 Your device will run a quick scan. Once completed, highlight and select Self Diagnosis located at the bottom of the screen.
Self Diagnosis, middle button down the bottom of screen.
4 Scroll across and select Picture Test. Once selected, an information screen will appear stating you are about to perform a Picture Test. Select OK to proceed.
Picture Test, second box in from the top left.
Picture Test information screen.
5 A test picture will now appear. If the issue is intermittent or does not always show in the picture test, it is worth booking a technician to service the TV as it may still be a hardware fault.
Picture test.

Please Note: To help with further diagnosis of your device, click on the link for information on running a scan using Device Care.

2018 & 2019 NU/RU/Q/LS Model TVs:
1 Press the Home icon Home button on your Samsung remote control to bring up the Smart Hub and then select Settings cog Settings.
Smart Hub
2 Scroll down the tabs on the left-hand side and select Cloud with a question mark in it. Support . Once you are on the Support menu, select Self Diagnosis .
Support Menu
3 On the Self Diagnosis page scroll down the page and select Picture Test. You will then see a pop-up box informing you that a test photo will be shown. Select OK to advance.
Self Diagnosis Menu
Picture Test prompt
4 A test picture will now appear. If the issue is intermittent or does not always show in the picture test, it is worth booking a technician to service the TV as it may still be a hardware fault.
Smart TV: There are horizontal/vertical lines on the TV screen
5 If the lines stay on the screen no matter what input source you use, please call 1300 362 603 (in Australia) to speak to our Samsung Care experts. We can help find out whether your TV is covered by warranty, and book a technician for service. Click on the to find the closest Service Location to you.

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