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Samsung QN900B User Manual - Page 200

Diagnosing TV operational issues, Self Diagnosis

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Diagnosing TV operational issues You can diagnose issues with your TV and Smart Hub and run reset functions. Self Diagnosis Menu Settings Support Device Care Self Diagnosis Try Now You can use the Picture Test to help diagnose video issues and the Sound Test to diagnose sound issues. You can also view signal strength information for over-the-air digital signals, test the Smart Hub network connection, and run the Smart Hub and TV factory reset functions. • Video Test • Picture Test Try Now • Sound Test Try Now • HDMI Troubleshooting • Signal Information Try Now • Smart Hub Connection Test Try Now • Reset Smart Hub Try Now - 200 -

Section	Page
Contents	2
Guide	7
Connections	7
Connection Guide	7
Connecting an Antenna	8
Connecting to the network	9
Establishing a wired network connection	9
Establishing a wireless network connection	10
Checking the network connection status	11
Resetting Your Network	11
Turning on the TV with a mobile device	12
Connecting an IP control device to the TV	12
Allowing to connect a wireless network	12
Allowing to connect the Wi-Fi Direct	12
Changing the name of the TV	12
Displaying your mobile device screen on the TV	13
Using Screen Sharing (Smart View)	13
Using Apple AirPlay	13
Using Screen Sharing (Tap View)	14
Enabling Tap View	14
Connection Cables for External Devices	15
Switching between external devices connected to the TV	17
Editing the name and icon of an external device	17
Using additional functions	19
Connection Notes	20
Connection notes for HDMI	20
Connection notes for audio devices	21
Connection notes for computers	21
Connection notes for mobile devices	22
Connection notes for Portrait Mode	22
Remote Control and Peripherals	23
About the Samsung Smart Remote (QLED TV/The Frame (43-inch or larger models)/The Serif/OLED TV)	23
About the Samsung Smart Remote (The Frame (32LS03B model)/BU8 Series)	26
About the Samsung Smart Remote (The Sero)	29
Connecting the Samsung Smart Remote to the TV	32
Controlling External Devices with a Samsung Remote Control - Using the Universal Remote	33
Learn how to use Samsung Smart Remote	33
Using Anynet+ (HDMI-CEC)	34
Connecting an external device through Anynet+ and using their menus	34
Read before connecting an Anynet+ (HDMI-CEC) device	34
Controlling the TV with a Keyboard, Mouse, or Gamepad	35
Connecting a USB keyboard, mouse, or gamepad	35
Connecting a Bluetooth keyboard, mouse, or gamepad	35
Using the keyboard and mouse	36
Setting up the input devices	37
Entering Text using the On-Screen Virtual Keyboard	37
Entering Text using the remote control's microphone and the on-screen virtual keyboard	38
Smart Features	39
Using Smart Hub	39
Displaying the Home Screen	40
Launching Smart Hub automatically	42
Launching the last used app automatically	42
Automatic Mirroring from Multi View	42
Automatic casting in Multi View	43
Launching Multi View automatically When rotating	43
Testing Smart Hub connections	43
Resetting Smart Hub	43
Using Ambient Mode	44
Entering the TV viewing screen from Ambient Mode	49
Using Art Mode	50
About the Art Home screen	51
Import images from USB memory	54
Using Art mode with the SmartThings app	55
Precautions when using Art mode	56
About the Media Home Screen	57
About the Menu Home Screen	60
Using a Samsung account	64
Signing in to a Samsung account	64
Creating a new account	64
Managing your Samsung account	64
Using PC on TV	66
Using Screen Sharing (Windows PC) / AirPlay (Mac)	66
Using Easy Connection to Screen	66
Connecting a Remote PC	67
Playing Multimedia Content on a Remote PC	69
Using Samsung DeX	70
Using Microsoft 365	70
Adding the Web Service	70
Using Web Service	71
Using the Apps Service	72
Installing an app	73
Launching an app	73
Managing installed apps	74
Using the e-Manual	76
Launching the e-Manual	76
Using the buttons in the e-Manual	76
Using the Internet	78
Using SmartThings	79
Registering peripheral devices of the TV	79
Registering a TV / Smart Appliance / IoT device from the mobile app	79
Controlling the TV from the mobile app	79
SmartThings screen layout	80
List of devices compatible with the TV	81
Using the SmartThings Hub function	82
Playing pictures/video/music	83
Playing multimedia content on a PC or mobile device	84
Playing multimedia content on a USB device	84
Listening to your mobile device sound through the TV speaker using Sound Mirroring	85
Buttons and functions available while playing multimedia content	85
Using Multi View	89
Using Bixby	91
Starting Bixby with voice	91
Starting Bixby using buttons on the Samsung Smart Remote	92
Learning about the Explore Bixby Screen	93
Read Before Using Bixby	95
Provisions for using Bixby	95
Using the Game Bar	96
Starting the Game Bar	96
Learning about the Game Bar	96
Using FreeSync	98
Setting the Super Ultra Wide Game View	99
Changing the Super Ultra Wide Screen position	99
Configuring 144 Hz game settings	100
Troubleshooting of the game screen and audio problems	100
TV Viewing and Recording	101
Using the Guide	101
About the Guide screen	101
Using additional features from the Guide	102
Recording Programs	103
The Instant and Timer Recording options from the Guide	103
Recording while watching a broadcast	103
Using the recording schedule management screen	104
Setting Up Schedule Viewing	106
Using the schedule viewing options from the guide screen	106
Using the schedule viewing options while watching a program	106
Using the viewing schedule management screen	106
Using Timeshift	107
Getting to know Recording and Timeshift controls and options	107
Using the Channel List	109
Accessing the channel list	109
Using the functions on the channel list screen	109
Using the channel edit function	110
Accessing the channel edit screen	110
Using the channel edit functions	110
Using a Personal Favorites List	111
Creating a Favorites List	111
TV-Viewing Support Functions	112
Scanning for available channels	112
Using Program Rating Lock	112
Watching blocked / restricted programs	112
Enable Data Service	113
Configuring advanced broadcasting audio settings	113
Setting the functions for the service provider	114
Viewing broadcast service provider info	114
Using Secure Channel Viewing	114
Checking digital channel signal info and strength	114
Picture and Sound	115
Using Intelligent Mode	115
Adjusting the Picture Quality	118
Choosing a picture mode	118
Configuring advanced picture settings	119
Changing the Picture Size and Position	121
Changing the picture size settings	121
Setting the Viewing Environment for External Devices	122
Playing games on an optimized screen	122
Setting the Game Mode details	122
Using Cable Box IP Remote	124
Using Input Signal Plus	124
Using HDMI Black Level	124
Configuring a Sound Mode and Expert Settings	125
Choosing a sound mode	125
Configuring advanced sound settings	125
Using the Sound Support Functions	127
Selecting speakers	127
Listening to the TV through Bluetooth devices	128
Listening to the TV through a Samsung audio device that supports the Wi-Fi function	128
System and Support	129
Using the Time Functions and the Timers	129
Setting the clock automatically	129
Adjusting the clock for DST and time zone	130
Changing the current time	130
Setting the clock manually	131
Using the sleep timer	131
Turning off the TV using the off timer	131
Using the Power and Energy Saving Functions	132
Reducing the energy consumption of the TV	132
Using the Panel Care Functions	134
Setting the Panel Care	134
Updating the TV's Software	135
Updating through the network	135
Updating through a USB device	135
Updating the TV automatically	135
Using the Parental Settings function	136
Audio and Video Functions for the Visually or Hearing Impaired	137
Running the accessibility functions	137
Running Accessibility Shortcuts	137
Enabling voice guides for the visually impaired	137
Changing the volume, speed, pitch, and the TV background volume of the Voice Guide	137
The TV screen is turned off but audio continues	138
Enlarge the screen	138
Enabling audio for the audio (video) description function	138
White text on black background (high contrast)	138
Setting the screen to black and white	138
Inverting the screen color	139
Enlarging the font (for the visually impaired)	139
Learning about the remote control (for the visually impaired)	139
Learning about the TV menu	139
Showing captions	140
Splitting the caption	140
Selecting the caption language	140
Setting the digital caption related options	140
Listening to the TV through Bluetooth devices (for the hearing impaired)	141
Enlarging the sign language screen for the hearing impaired	141
Configure Sign Language Guide options	141
Configuring the repeat settings for remote control buttons	141
App for the Visually Impaired (SeeColors App)	141
Using Voice Assistants on the TV	142
Select the Voice Assistant	142
Using Other Functions	143
Changing the menu language	143
Setting up a password	143
Selecting Usage or Retail Mode	143
Managing External Devices	144
Using AirPlay	144
Restoring the TV to the factory settings	144
Precautions and Notes	145
Before Using the Recording and Timeshift Functions	145
Before using the recording and schedule recording functions	145
Before using the timeshift function	146
Read Before Using Apps	147
Read Before Using the Internet Function	148
Read before setting up a wireless network connection	149
Precautions for wireless network	149
Wireless security protocols	149
Read Before Playing Photo, Video, or Music Files	150
Limitations to the use of photo, video, and music files	150
Supported subtitles	151
Subtitle formats	151
Video formats with subtitles	151
Supported image formats and resolutions	152
Supported music formats and codecs	152
Supported video codecs (QLED TV except for Q6*B Series/The Frame (43-inch or larger models)/The Serif/The Sero/OLED TV)	153
Other restrictions	154
Video decoders	154
Audio decoders	155
Supported video codecs (Q6*B Series)	156
Supported video codecs (The Frame (32LS03B model)/BU8 Series)	157
Other restrictions	158
Video decoders	158
Audio decoders	158
Supported video codecs (QN7**B Series)	159
Supported video codecs (QN8**B Series or higher)	160
Other restrictions	161
Video decoders	161
Audio decoders	161
Read After Installing the TV	162
Picture sizes and input signals	162
Installing an anti-theft lock	162
Supported Resolutions for UHD Input Signals	163
If Input Signal Plus is set to Off	163
If Input Signal Plus is set to On	163
Resolutions for Input Signals supported by 8K models (QN7**B series or higher)	164
If Input Signal Plus is set to Off	164
If Input Signal Plus is set to On	164
Supported Resolutions for FreeSync (VRR)	165
Read Before Connecting a Computer (Supported Resolutions)	166
IBM	166
MAC	166
VESA DMT	167
VESA CVT	168
CTA-861	168
Supported Resolutions for Video Signals	169
CTA-861	169
VESA CVT	170
Read Before Using Bluetooth Devices	171
Restrictions on using Bluetooth	171
Blocking programs based on their TV Rating	172
Blocking movies based on their Motion Picture Association of America (MPAA) rating	173
Blocking programs based on their Canadian English Rating	173
Blocking programs based on their Canadian French Rating	174
Blocking Programs based on their Downloadable U.S. Rating	174
Licenses	175
Troubleshooting	176
Picture Issues	176
The screen is flashing or has become dark	176
The picture is not bright, or the picture colors do not look clear	176
The picture colors are black and white or do not look the way they should look	177
The TV automatically turns off by itself	178
TV (The Frame TV) cannot be turned off.	178
Unable to power on	178
The TV remains on or does not turn on automatically.	179
Unable to find a Channel	179
The TV image does not look as good as it did in the store	180
Displayed video looks blurry	180
The picture is distorted	180
There is a dotted line on the edge of the screen	180
The picture won’t display in full screen	181
The Caption function in the TV menu is deactivated	181
Captions appear on the TV screen	181
The HDR of the connected external device turns off	181
Sound and Noise Issues	182
How can I connect an audio device to the TV?	182
There is no sound or the sound is too low at maximum volume.	182
The picture is good but there is no sound.	182
HDMI (eARC) is connected, and there is no sound.	182
The speakers are making an odd sound.	183
The sound is interrupted.	183
Whenever a function is used on the TV or the channel is changed, the TV voices the activity. The TV explains in voice-over the video scenes displayed on the screen.	183
The TV audio is not being played through the Sound bar or A/V receiver.	183
The sound is not heard clearly.	184
The volume of the external device cannot be adjusted.	184
I want to turn the TV and audio device off and on at the same time.	184
Channel and Broadcast Issues	185
\	185
The TV is not receiving all channels.	185
The captions are not provided on a digital channel.	185
Broadcasting is deactivated.	185
External Device Connectivity Issues	186
The \	186
The video is OK but there is no audio.	186
I want to connect to a PC and mobile device via screen mirroring.	186
No screen appears when connecting the TV to an external device.	187
I want to connect to a Bluetooth speaker.	187
The PC screen does not appear or it flickers.	187
Network Issues	188
Wireless network connection failed. Unable to connect to a wireless access point. Unable to connect to the network.	188
Wired network connection failed.	188
Connected to a local network, but not to the Internet.	188
Anynet+ (HDMI-CEC) Issues	189
What is Anynet+?	189
Anynet+ does not work. The connected device is not displayed.	189
I want to start Anynet+. I also want the connected devices to turn on when the TV is turned on.	190
I want to exit Anynet+. It is inconvenient to turn on other devices because the TV also turns on. It is inconvenient because the connected devices (e.g. set-top box) turn off together.	190
The message \	190
The Anynet+ device won't play.	190
Remote Control Issues	191
The remote control does not work.	191
External devices cannot be operated with the TV remote control.	191
Recording Issues	192
The Timeshift or recording function cannot be used.	192
Cannot record videos received from an external device or Samsung TV Plus.	192
The \	193
The recorded files on the TV are not played back on a PC.	193
Apps	194
I launched an app, but it's in a different language. How can I change the language?	194
The app does not work properly. Its image quality is poor.	194
The Smart Hub Home Screen keeps appearing whenever you turn on the TV.	194
Media Files	195
Some files are interrupted during playback.	195
Some files can't be played.	195
Voice Assistant Issues	196
The voice commands do not work well.	196
Bixby/Alexa answers although I did not call it.	196
I spoke \	196
Voice recognition does not work with the Samsung Smart Remote unlike other features. There is no response even if the Voice Assistant button is pressed.	197
During voice recognition, the heavy load message appears and the function does not work.	197
I want to see weather information of the desired area.	197
Other issues	198
The TV is hot.	198
The TV smells like plastic.	198
The settings are lost after 5 minutes or every time the TV is turned off.	198
The TV is tilted to the side.	198
The stand is wobbly or crooked.	198
A POP (TV’s internal banner ad) appears on the screen.	199
The TV is making a popping noise.	199
The TV is making a humming noise.	199
The TV narrates the screen events in voice-over.	199
Diagnosing TV operational issues	200
Self Diagnosis	200
Cannot select Signal Information in Self Diagnosis.	201
Reset Smart Hub	201
Reset picture	201
Reset sound	201
Getting Support	202
Getting support through Remote Management	202
Finding the contact information for service	202
Requesting service	202
FAQ	203
The TV Screen does not Display Properly	203
The TV does not Turn On	208
The Picture is Distorted, or No Sound Comes Out of the Sound Bar	214
Network Access is not Available	218
There is No Sound or the Speakers are Making an Odd Sound	223
The Remote Control does not Work	229
Updating the Software	233
Accessibility Guidance	239
Learn the Menu Screen	239
Using the Remote control	239
Orientation of the Samsung Smart Remote or Remote Control	239
Description of the Samsung Smart Remote or Remote Control	239
Using the Accessibility Menu	241
Running the Accessibility Shortcuts menu	241
Running the Accessibility menu functions using the General menu	241
Running the Accessibility menu functions using Bixby	242
Learning about the Accessibility menu functions	243
Using the TV with Voice Guide on	247
Changing channel	247
Using on-screen number entry via the Samsung Smart Remote or Remote Control	247
Changing volume	248
Using program information	248
Using the guide	249
To view a program on now	250
Other options in the guide	250
Using Schedule Viewing	252
Setting up a schedule viewing	252
Cancelling a scheduled viewing	252
Using the Channel List	253
Recording	254
Using the instant and schedule recording options from the guide screen:	254
Recording the program you are watching	255
Scheduling recording from the program info window	255
Changing the recording time	255
Viewing recorded programs	256
Deleting a recorded program	256
Using Smart Hub	257
Smart Hub	257
Using the Smart Hub Home Screen	257
Launching the e-Manual	259
Using Bixby	260