Troubleshooting

Samsung UE50J6289SUXZG, UE65J6299SUXZG, UE40J6250SUXZG, UE40J6289SUXZG, UE32S9AUXZG Troubleshooting

Page 6

Getting Support

135Support through Remote Management

136Finding the contact information for service

There Is a Problem with the Picture

137 Testing the picture

I Can't Hear the Sound Clearly

139 Testing the sound

There Is a Problem with the Broadcast

My Computer Won't Connect

I Can't Connect to the Internet

Data Service

The Schedule Recording/Timeshift Function Isn't Working

Anynet+ (HDMI-CEC) Isn't Working

I Have Trouble Launching/Using Apps

My File Won't Play

I Want to Reset the TV

Other Issues

Precautions and Notes

Before Using the Recording and Timeshift Functions

146Before using the recording and schedule recording functions

147Before using the timeshift function

S Recommendation disclaimer

148S Recommendation with voice interaction

148S Recommendation

Read Before Using Voice Recognition, or Motion

Control

149Precautions for Voice Recognition and Motion Control

150Requirements for using Voice Recognition, or Motion Control

Read Before Using Apps

Read Before Using the Web Browser

Read Before Playing Photo, Video, or Music Files

155Limitations on use of photo, video, and music files

156Supported external subtitles

156Supported internal subtitles

157Supported image formats and resolutions

157Supported music formats and codecs

158Supported video codecs

Restrictions

160Restrictions to PIP (Picture-in-Picture)

160Flexible CI

Read After Installing the TV

161Picture sizes and input signals

161Installing an anti-theft lock

162Read before setting up a wireless Internet connection

Read Before Connecting a Computer (Supported

Resolutions)

163IBM

163MAC

164VESA DMT

Supported Resolutions for Video Signals

165 CEA-861

165 DVI

Read Before Using Bluetooth Devices

166 Restrictions on using Bluetooth

Licence

Glossary

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Contents

Manual Contents Smart Features TV Viewing System and Support Troubleshooting Setting up Smart Hub Using Smart HubConnecting to the Internet Using Smart HubSetting up Voice Recognition Controlling the TV with Your VoiceMENU/123 Menu System Voice Recognition Controlling the TV with your voice Setting up Motion Control Controlling the TV with Your MotionMENU/123 Menu System Motion Control Controlling the TV using motions Using the Samsung Smart Control Operating the TV with the Pointer buttonSetting up the Samsung Smart Control Pairing the TV to the Samsung Smart ControlMENU/123 Menu System Smart Control Settings Activating Sports Mode MENU/123 Menu System Sports ModeImproving the Viewing Experience of Sports Events Rearranging or deleting channels Editing ChannelsRunning the Edit Channel function MENU/123 Menu Broadcasting Edit ChannelConnecting an Antenna Aerial Using LAN cables Connecting to the InternetEstablishing a wired Internet connection External ModemConnecting to a wireless internet network automatically Establishing a wireless Internet connectionConnecting to a wired Internet network automatically MENU/123 Menu Network Network Settings Try NowChanging the name of the TV on a network Connecting to a wireless internet network with WPSChecking the internet connection status MENU/123 Menu Network Network Status Try NowConnecting to a Network via a Mobile Dongle Troubleshooting Internet Connectivity Issues Troubleshooting wired Internet connectivity issues Try NowTroubleshooting wireless Internet connectivity issues Wireless network connection failedUnable to connect to a wireless router Connecting Video Devices Connecting with an Hdmi cableConnecting with a component cable Connecting with a composite A/V cableConnecting with an Hdmi ARC cable Audio Input and Output ConnectionsConnecting with a digital audio optical cable Connecting with headphonesConnecting with an audio cable Connect through using your home network Connecting a ComputerConnecting through the Hdmi port Kinds of connections you can make are listed belowConnecting with an HDMI-to-DVI cable Connecting through your home networkConnecting a Mobile Device Connecting with an MHL-to-HDMI CableConnecting by automatically allowing the connection Using Screen MirroringConnecting via a mobile device MENU/123 Menu Network Screen Mirroring Try NowMENU/123 Menu Network Wi-Fi Direct Wi-Fi Direct Try Now Multimedia Device ManagerPairing a laptop to the TV Wireless PC Mirroring or Connecting a mobile device via Samsung Smart ViewChanging the input signal with external devices OptionsConnection Notes Connection notes for HdmiConnection notes for audio devices Connection notes for computersConnection notes for mobile devices Connection notes for Wireless PC Mirroring or Kino TV About the Samsung Smart Control Extra Using the Samsung Smart Control Displaying and using the On-Screen Remote Displays related information about the current programmeAudio Description Sleep TimerPower SubtitlesSetting up the universal remote control MENU/123 Menu System Universal remote setupSelect the Universal remote setup Using the Tools menu on the TV screen Connecting a Bluetooth keyboard Connecting a keyboardConnecting a USB keyboard Controlling the TV with a KeyboardSwitch Input Language Using the keyboardChanging keyboard settings Keyboard LanguageConnecting a Bluetooth mouse Connecting a USB mouseUsing a mouse MENU/123 Menu System Device Manager Mouse Settings Try NowUsing additional functions Connecting a Bluetooth GamepadEntering Text using the On-Screen Qwerty Keypad Changing mouse buttons and pointer speedSmart Hub MENU/123 Menu Smart Hub Open Smart Hub Try NowRemoving or pinning an item in the Recent group Testing Smart Hub connectionsMENU/123 Menu Smart Hub Auto-Start Settings Smart Hub Launching Smart Hub automaticallyMENU/123 Menu Smart Hub Reset Smart Hub Try Now Using the Smart Hub tutorialResetting Smart Hub MENU/123 Menu Support Smart Hub TutorialCreating a Samsung account Using Smart Hub with a Samsung AccountCreating a Samsung account using a Facebook account Creating a Samsung accountSigning in to a Samsung account Linking your Samsung account to external service accountsLinking or disconnecting a service account Registering your Samsung account to the TVChanging and adding information to a Samsung account Deleting a Samsung account from the TVMENU/123 Menu Smart Hub Samsung Account Edit profile Managing Games with the pop-up Options menu Using the Games ServiceFeatured Viewing the Detailed Information screenInstalling and running a game Managing downloaded or purchased gamesRating a game Enabling automatic game updatesRemoving a game Registering a couponDelete More Reinstall Using the Apps ServiceFeatured Apps Managing Downloaded Apps with the pop-up Options menuInstalling an app quickly Installing an appEnabling automatic apps updates Launching an appLocking and unlocking apps Using other app features and functionsRemoving an app from the TV Updating appsAccessing the associated menu screen from an e-Manual topic Using the e-ManualUsing the buttons in the e-Manual Launching the e-ManualUsing the web browser Browsing preferencesUsing the MY Content Service Read before playing media contentFeatured MY Content Try Now Playing multimedia content in a computer or mobile device Playing media content saved on a USB deviceFeatured MY Content Pause / Play Buttons and functions available while viewing photosSafely Removing a USB Device Previous / NextButtons and functions available while viewing videos Rewind / Fast ForwardRepeat Rotate Speaker List Buttons and functions available while playing musicShuffle Picture OffFunctions on the media content list screen Listening to music in HD qualityNews Using the NewsON ServiceFeatured NewsON WeatherMENU/123 Voice Recognition Changing the voice recognition language Read before using voice recognitionLearning voice recognition basics MENU/123 Menu System Voice Recognition Try NowUsing imperative voice recognition Using interactive voice recognition at a short distanceRemind me to watch *** Title MENU/123 Menu System Motion Control Try Now Controlling the TV using Motions Motion ControlTesting ambient illumination using the TV camera Face the TV camera, and follow the onscreen instructionsActivating motion control Checking ambient noise and illuminationMENU/123 Menu System Motion Control Motion Control Try Now Learning motion control basics Following actions are availableMove your hand to move the pointer accordingly Showing and hiding the animated motion guide Adjusting pointer speedSelect a pointer and adjust its speed MENU/123 Menu System Motion Control Pointer Speed Try NowChanging the motion control screen layout Showing the motion control screens while viewing a broadcastPage MENU/123 Menu Broadcasting Guide Try Now Try Now EPG Using the guideViewing Digital Broadcast Information at a Glance Or Schedule RecordingChecking current programme info Changing the broadcast signalChecking digital channel signal info and strength MENU/123 Menu Broadcasting Aerial Try NowInstant recording Recording ProgrammesRecording programmes You can record current and upcoming programmesRecording Time Using the functions available while recording a programmeMore Info Stop Recording / Go to Live TVViewing recorded programmes Using the functions available while playing a recordingManaging the schedule recording list MENU/123 Menu Broadcasting Schedule ManagerSubtitle Settings Highlights PlayerDisplays highlights of the current recording Using the functions for the saved file list Managing recorded filesFilter Setting up a schedule viewing for digital channel Setting Up a Schedule ViewingSetting up a schedule viewing for a channel Setting up a schedule viewing for analogue channelEditing a schedule viewing Using TimeshiftCancelling a schedule viewing RecordUsing the Channel List MENU/123 Menu Broadcasting Channel List Try NowDisplays a list of channels that you viewed recently Press the button. The following functions are availableHistory Add a New ListEditing registered channels Registering, Removing, and Editing ChannelsRegistering and removing channels Removing registered channelsEnabling / Disabling password protection on channels Locking / Unlocking channelsChanging channel numbers Viewing and selecting channels on Favourites lists only Creating a Personal Favourites ListRegistering channels as favourites MENU/123 Menu Broadcasting Edit FavouritesUsing the Edit Favourites screen menu items Editing a Favourites ListRenaming a favourites list Removing registered channels from a favourites listRearranging a favourites list Copying channels from one favourites list to anotherMaking Sports programmes More Realistic with Sports Mode Enabling sports modeChoosing sports type Extracting highlights automatically MENU/123 Menu System Sports Mode Auto Highlights Try NowWhen Audio Description is on ZoomManual Highlight Pauses or resumes the videoMENU/123 Menu System African Cinema Mode Viewing a game recorded in sports modeWhen 2 Tuner models record 2 channels simultaneously Watch Live TV at the same timeTV-Viewing Support Features Watching TV broadcasts with subtitlesSelecting the broadcasting subtitle language Scanning for available channels MENU/123 Menu Broadcasting Channel Settings Digital TextReading digital text Selecting aerial connection typeAudio Description Using adult genreSelecting the broadcast audio language Genre SelectionTuning broadcast signals manually Try Now Using the Channel Settings Try NowSetting the country area Tuning digital channelsMENU/123 Menu Broadcasting Channel Settings Fine Tune Fine-Tuning the screen Try NowTuning analogue channels Transferring channel listSetting satellite system Changing teletext languageShowing common interface menu Adjusting the Picture Quality Choosing a picture modeAdjusting the picture quality Adjusting advanced settings Adjusting picture options Optimises the picture quality for movies Film Mode Try NowAnalogue Clean View Auto Motion PlusPicture Support Functions Viewing a picture-in-picture PIPChanging the picture size automatically Changing the picture size and position Try NowChanging the picture size CustomAdjusting the picture position Resetting the picture mode settingsChanging the picture size in 43 or Screen Fit mode Listening to audio only Picture OffAdjusting the Sound Quality Choosing a sound modeApplying sound effects Using the Sound Support Functions Specifying the TVs installation typeSelecting speakers Listening to the TV through Bluetooth headphones Speaker Test Volume LevelAdjusts the volume of the speakers selected in the list Edit NameEnabling digital audio output MENU/123 Menu Sound Reset Sound Try Now Resetting all sound settingsAuto Volume Try Now HD AudioSetting the clock using digital broadcast info Setting the Time and Using the TimerSetting the current time MENU/123 Menu System Time Clock Clock Mode Try NowSetting the clock manually Setting the clock automaticallyIf the clock is wrong in auto mode Using the timers Using the sleep timerTurning on the TV using the on timer Music / Photo Turning off the TV using the off timerMENU/123 Menu System Time Off Timer Try Now Sets the time for the TV to turn off automaticallyPreventing screen burn Reducing the energy consumption of the TVUsing Anynet+ HDMI-CEC Using Anynet+ HDMI-CECSetting up Anynet+ HDMI-CEC Selecting an external deviceSetting up as an Anynet+ HDMI-CEC-enabled device Read before connecting an Anynet+ HDMI-CECAnynet+ HDMI-CEC Updating the TV’s Software Updating the TV’s software to the latest versionUpdating the TV automatically Checking the TV and connected storage for malicious code Protecting the TV from Hacking and Malicious CodeUpdating the TV manually MENU/123 Menu System Smart Security Try NowConfiguring additional functions If malicious code is detectedAdjusting the menu transparency Using Other FunctionsRunning the accessibility functions quickly White text on black background high contrastSetting up a password Changing the menu languageChecking Notifications Richer colours and superior picture quality BD Wise Enabling game modeProgramme Rating Lock Enabling/Disabling sound feedbackLocking/Unlocking the Control Stick Showing/Hiding the Samsung logo while bootingEnabling the TV to boot faster Removing FlickeringMENU/123 Menu Support Self Diagnosis Reset Try Now Restoring the TV to the factory settingsUsing the TV as a display model for retail stores MENU/123 Menu Support Use Mode Try NowRunning Data Service Automatically HbbTVUsing a TV Viewing Card CI or CI+ Card Connecting the CI or CI+ Card via Common Interface slotAttaching the CI Card Adapter via Common Interface slot Using the CI or CI+ Card Connecting the CI or CI+ CardTeletext Feature Typical Teletext Getting Support What Does Remote Service Do?Install recommended firmware updates Support through Remote ManagementHow Does it Work? Finding the contact information for serviceHaving a Samsung Tech remotely service your TV is easy MENU/123 Menu Support Contact SamsungThere Is a Problem with the Picture Testing the pictureMENU/123 Menu Support Self Diagnosis Picture Test Try Now Reset Picture Change Picture Size toTesting the sound Cant Hear the Sound ClearlyMENU/123 Menu Support Self Diagnosis Sound Test Try Now There Is a Problem with the Broadcast My Computer Wont ConnectCant Connect to the Internet Messages, disable Auto Run Data Service Data ServiceService Schedule Recording/Timeshift Function Isnt WorkingSystem Anynet+ Hdmi Anynet+ HDMI-CEC Isnt WorkingGo to Anynet+ HDMI-CEC MENU/123 Anynet+ HDMI-CEC MENU/123 Menu System Anynet+ HDMI-CECHave Trouble Launching/Using Apps Want to Reset the TVMy File Wont Play Other Issues Signal InformationSupport Use Mode to Home Broadcasting optionUse Before Using the Recording and Timeshift Functions Before using the recording and schedule recording functionsMenu System Time Clock Before using the timeshift function Recommendation disclaimer Recommendation with voice interactionRecommendation Using the TV camera Read Before Using Voice Recognition, or Motion ControlPrecautions for Voice Recognition and Motion Control Motion ControlRequirements for using Voice Recognition, or Motion Control Requirements for using voice recognitionVoice Recognition Requirements for using motion recognition Read Before Using Apps Read Before Using the Web Browser Page Read Before Playing Photo, Video, or Music Files Limitations on use of photo, video, and music filesSupported external subtitles Supported internal subtitlesSupported image formats and resolutions Supported music formats and codecsSupported video codecs MPEG2 MPEG1Other restrictions Video decodersAudio decoders Flexible CI RestrictionsRestrictions to PIP Picture-in-Picture Not supported 2 Scrambled ChannelInstalling an anti-theft lock Read After Installing the TVPicture sizes and input signals 169, Zoom, CustomRead before setting up a wireless Internet connection Precautions for wireless InternetWireless security protocols Read Before Connecting a Computer Supported Resolutions IBMVesa DMT Supported Resolutions for Video Signals CEA-861Read Before Using Bluetooth Devices Restrictions on using BluetoothLicence Open Source License Notice Glossary 480i / 480p / 720p / 1080i / 1080pHdmi High Definition Multimedia Interface

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Samsung UE50J6289SUXZG, UE65J6299SUXZG, UE40J6250SUXZG, UE40J6289SUXZG, UE32S9AUXZG Troubleshooting