How to diagnose Operational Issues for Samsung 2018 QLED TV?

Last Update Date : Jul 12. 2018

There are myraid problems that could exist when your TV is not displaying properly. Some are easy to troubleshoot whereas others are more complex and will require professional service.

Before requesting for a service technican, try to diagnose your issue with the troubleshooting guide below:

Issues related to Picture

Please note: Before reviewing the list of problems and solutions below, if the issue is related to Picture, use Start Picture Test to determine if the problem is caused by the TV. Start Picture Test displays a high definition picture you can examine for flaws or faults.

- Home > Settings > Support > Self Diagnosis > Start Picture Test

For Sound issues, use Start Sound Test

- Home > Settings > Support > Self Diagnosis > Start Sound Test

If the TV plays the Start Sound Test melody without distortion, there may be a problem with an external device or the broadcast signal's strength.

Table

Issue

Solution

Flickering and Dimming

If your Samsung Television is flickering or dimming sporadically, you may need to disable some of the energy efficiency features


Disable Ambient Light Detection, Energy Saving Mode, or Motion Lighting


● Settings General Eco Solution Ambient Light Detection

● Settings General Eco Solution Energy Saving Mode

● Settings General Eco Solution Motion Lighting

Component Connections/Screen Colour

If the colour on your TV screen is not correct or the black and white colours are off, run Start Picture Test


● Home > Settings > Support > Self Diagnosis > Start Picture Test


If the test results indicate that the problem is not caused by the TV, do the following:


● Confirm that the video input connectors are connected to the correct external device video output connectors


● Check the other connections as well. If the TV is connected to an external device via a component cable, confirm that the Pb, Pr, and Y jacks are plugged into their proper connectors

Screen Brightness

If the colours on your Samsung TV are correct but just a little too dark or bright, try adjusting the following settings first
 

● Home > Settings Picture Expert Settings Backlight

● Home > Settings Picture Expert Settings Contrast

● Home > Settings Picture Expert Settings Brightness

● Home > Settings Picture Expert Settings Sharpness

● Home > Settings Picture Expert Settings Colour

● Home > Settings Picture Expert Settings Tint (G/R)

Blurring, or Juddering

If you notice blurring on the screen, use the Auto Motion Plus Settings function to resolve the issue
 

● Home > Settings > Picture > Expert Settings > Auto Motion Plus Settings

Unwanted Powering Off

If your TV appears to turn off by itself, try disabling some of the TV's energy efficiency functions
 

See if Sleep Timer has been enabled. The Sleep Timer automatically turns the TV off after a specified period of time
 

● Settings General System Manager Time Sleep Timer


If the Sleep Timer has not been enabled, see if Auto Power Off or Off Timer has been enabled and disable it


● Settings General Eco Solution Auto Power Off

● Settings General System Manager Time Off Timer

Problems Powering On

If you are having problems powering on your TV, there are a number of things to check before calling for servicing
 

Confirm that the TV's power cord is connected correctly at both ends and that the remote control is operating normally
 

Make sure that the antenna cable or cable TV cable is firmly connected


If you have a cable box or satellite box, confirm that it is plugged in and turned on

Unable to find a Channel

If your TV is not connected to a cable box or satellite box, run Auto Tuning


● Settings Broadcasting (Auto Tuning Settings) Auto Tuning

 

Please note: The Auto Tuning Settings may not appear depending on the model or geographical area

The TV image does not look as good as it did in the store

Store displays are tuned to a digital HD channel
 

If you have an analogue cable box or satellite box, upgrade to a digital cable box or satellite box. Use HDMI or Component cables to deliver HD (high definition) picture quality
 

Many HD channels are upscaled from SD (Standard Definition) content. Look for a channel that is broadcasting HD content


● Cable/Satellite Subscribers: Try HD channels from the channel lineup

● Terrestrial/Cable Antenna Connection: Try HD channels after running the Auto Tuning function

● Settings Broadcasting (Auto Tuning Settings) Auto Tuning

 

Please note:
● The Auto Tuning Settings may not appear depending on the model or geographical area

● Adjust the cable box or satellite box's video output resolution to 1080i or 720p

The picture is distorted

The compression of video content may cause picture distortions, especially in fast moving pictures from sports programmes and action movies


If the signal reception is weak or poor, screen distortion may be visible but it is not a malfunction


Mobile phones used close to the TV (within 1 m) may cause noise on analogue and digital channels

The colour is wrong or missing

If you’re using a Component connection, make sure that the Component cables are connected to the correct jacks. Incorrect or loose connections may cause colour problems or a blank screen

The colour is poor or the picture is not bright enough

Go to Picture and then adjust the Picture Mode, Brightness, Sharpness, and Colour settings
 

● Home > Settings > Picture > Picture Mode

● Home > Settings > Picture > Expert Settings >Brightness

● Home > Settings > Picture > Expert Settings > Sharpness

● Home > Settings > Picture > Expert Settings > Colour


See if Energy Saving Mode has been enabled

● Home >  Settings > General > Eco Solution > Energy Saving Mode
 

Try resetting the picture

● Home > Settings > Picture > Expert Settings > Reset Picture

There is a dotted line on the edge of the screen

Change Picture Size to 16:9 Standard
 

● Home > Settings > Picture > Picture Size Settings > Picture Size > 16:9 Standard

The picture is black and white

If you are using AV or analogue equipment, disconnect the adapter from the Component (Blue) input port on the TV and connect it to the AV (Yellow) input port

 

Please note: The Component or AV input port may not be provided depending on the model or geographical area.

Check whether Greyscale is set to On
 

● Home > Settings > General > Accessibility > Greyscale

The picture won’t display in full screen

HD channels will have black bars on either side of the screen when displaying upscaled SD (4:3) content
 

Black bars will appear at the top and bottom of the screen when you watch movies that have aspect ratios different from your TV


Adjust the picture size options on your external device or set the TV to full screen
 

● Home > Settings > Picture > Picture Size Settings

Please note:
• If the test picture does not appear or there is noise or distortion, the TV may have a problem. Contact Samsung’s Call Centre for further assistance
• If the test picture is displayed properly, there may be a problem with an external device. Please check the connections

Issues related to Sound

Table

Issue

Solution

There is no sound or the sound is too low at maximum volume

Check the volume control of the device (cable box or satellite box, DVD, Blu-ray, etc.) connected to your TV

The picture is good but there is no sound

Set Sound Output to TV Speaker


● Home > Settings > Sound > Sound Output
 

If you are using an external device, check the device’s audio output option. For example, you may need to change your cable box’s audio option to HDMI if the box connected to your TV is using an HDMI cable
 

To listen to computer sound, connect an external speaker to the computer’s audio output connector


If your TV has a headphone jack, make sure there is nothing plugged into it


Reboot the connected device by disconnecting and then reconnecting the device’s power cable

No sound is heard

Check whether the Digital Output Audio Format is set to Dolby Digital+. If you are using a receiver that does not support Dolby Digital Plus, you will hear no sound when you select Dolby Digital+
 

● Home > Settings > Sound > Expert Settings > Digital Output Audio Format > Dolby Digital+

The speakers are making an odd sound

Run Start Sound Test
 

● Settings Support Self Diagnosis Start Sound Test


Make sure that the audio cable is connected to the correct audio output connector on the external device


For antenna or cable connections, check the signal information. A low signal level may cause sound distortions

Issues related to Broadcast

Table

Issue

Solution

Weak or No Signal displayed in TV mode/cannot find channel

Check the volume control of the device (cable box or satellite box, DVD, Blu-ray, etc.) connected to your TV

The TV is not receiving all channels

Confirm that the coaxial cable is securely connected to the TV
 

Run Start Setup or Auto Tuning


● Settings Broadcasting (Auto Tuning Settings) Auto Tuning

 

Please note: The Auto Tuning Settings may not appear depending on the model or geographical area

There are no subtitles with digital channels

Go to Subtitle and change the Subtitle Mode


● Settings General Accessibility Subtitle Settings Subtitle Subtitle Mode
 

Some channels may not have subtitle data

The Subtitles item in the TV is greyed out

When an external device is connected with an HDMI or Component cable, the Subtitle function is unavailable. Adjust the subtitle setting on the external device

Issues related to Computer / Game Console

Table

Issue

Solution

The "Mode Not Supported" message appears

Set output resolution of your PC or game console so it matches a resolution supported by the TV

The video is OK but there is no audio

If you are using an HDMI connection, check the audio output setting on your PC
 

If you are using an HDMI-to-DVI cable, a separate audio cable is required. Note that the HDMI-to-DVI connection is only supported by the HDMI (DVI) port and does not transmit audio. To listen to the computer sound, connect external speakers to the audio output connection of the computer

Issues related to launching/using Apps

Table

Issue

Solution

I launched an app, but it's in English. How can I change the language?

Set output resolution of your PC or game console so it matches a resolution supported by the TV

My application is not working

Check with the service provider. Refer to the Help section on the application service provider's website

Other Issues

Table

Issue

Solution

The TV is hot

Watching TV for an extended period of time causes the panel to generate heat. The heat from the panel is dissipated through internal vents running along the top of the TV.

The bottom, however, may feel hot to the touch after extended use. Children watching TV need constant adult supervision to prevent them from touching the TV. This heat, however, is not a defect and does not affect the TV's functionality

The TV smells of plastic

This smell is normal and will dissipate over time

The TV is tilted to the side

Remove the base stand from the TV and reassemble it

The stand is wobbly or crooked

Make sure the indicator arrows on the stand and stand holder are properly aligned

The remote control and/or voice control does not work

The TV ships with protective stickers covering some of the sensors. Make sure all of the stickers have been removed

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