Manuals / Samsung / TV and Video / Televisions

Samsung UE55NU7500UXZG, UE82NU8009TXZG Troubleshooting, Getting Support, What is Remote Support?

Models: UE49NU8049TXZG QE75Q7FNAUXRU UE65NU7475UXXC UE65NU7300KXXU UE65NU7400SXXN QE65Q9FNALXXN UE49NU7100KXXU UE65NU7442UXXH UE65NU8040LXXN QE75Q9FNATXXH UE65NU8072TXXH QE55Q9FNATXZT QE55Q7FNATXXC UE49NU7175UXXC UE55NU7305KXXC

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Troubleshooting

Troubleshooting

If you have a problem with your TV, you can access various solutions while watching TV. If your problem is not addressed in the Troubleshooting section, contact the Samsung Call Centre.

Getting Support

Get help directly from Samsung if you have a problem with your TV.

Getting support through Remote Management

Settings Support Remote Management Try Now

After consenting to our service agreement, you can use Remote Management to access Remote Support and have a Samsung service technician diagnose your TV, correct problems, and update your TV's software remotely via the web. You can also turn Remote Management on and off.

"" This function requires an Internet connection.

"" You can also start Remote Management function by pressing and holding the

button for 5 or more seconds.

What is Remote Support?

Samsung Remote Support service offers you one-on-one support with a Samsung Technician who can remotely: ●● Diagnose your TV

●● Adjust the TV settings for you

●● Perform a factory reset on your TV

●● Install recommended firmware updates

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Samsung UE55NU7500UXZG, UE82NU8009TXZG manual Troubleshooting, Getting Support, Getting support through Remote Management

Contents

E-MANUAL Contents Quick GuidesConnections TV Viewing Remote Control and PeripheralsSmart Features System and Support Picture and SoundPrecautions and Notes TroubleshootingAccessibility Guidance Quick Guides Connecting the Samsung Smart Remote to the TV1 Notification Using Smart Hub2 Settings 4 Search 3 Source5 APPS 6 Ambient ModeScreen states related to Ambient Mode Using the Ambient ModeAmbient Mode Ambient ModeSetting up the content for Ambient Mode Changing the content and settings for Ambient ModeChanging the background colour of Ambient Mode Setting up the Ambient Mode details1 Sources Using the Shortcuts2 Channels 3 e-Manual5 Terrestrial, Cable, Satellite, or Service Provider 4 SettingsAdding channels Moving channelsRunning Voice Interaction Using Voice InteractionHere are some of the things I can do for you Learning about Voice Command Guide1 Voice Command Guide Precautions for Voice Interaction Read Before Using Voice InteractionRequirements for using Voice Interaction Settings General Start Setup Try NowSettings Support Software Update Update Now Try Now Settings Support Software Update Try NowSettings Support Software Update Update Now Settings Support Software Update Auto update Try NowWhat is Remote Support? Settings Support Remote Management Try NowGetting Support Getting support through Remote ManagementRequesting service Finding the contact information for serviceSettings Support About This TV Try Now Settings Support Request Support Try NowSource Connection Guide ConnectionsConnection Guide You can connect an antenna cable to your TV Connecting an Antenna AerialConnecting to your Internet network Connecting to the InternetSettings General Network Open Network Settings Try Now Establishing a wired Internet connectionWireless Connection Establishing a wireless Internet connectionSettings General Network Open Network Settings Wireless Connecting an IP control device to the TV Resetting Your NetworkSetting up an Internet connection over IPv6 Settings General Network Network Status Try NowTroubleshooting Internet connectivity issues Try Now Troubleshooting Internet Connectivity IssuesChecking an Internet connection set up over IPv6 Settings General Network Expert Settings IPv6 StatusIP auto setting failed Unable to connect to a wireless routerNetwork setup is complete, but unable to connect to the Internet Unable to connect to the networkHDMI IN Connecting Video DevicesConnecting with an HDMI cable AV IN COMPONENT IN Through the AV connection, you can enjoy the resolution up to Connecting with a digital audio optical cable Connecting with an HDMI ARC cableConnecting through a wireless network Audio Input and Output ConnectionsConnecting Bluetooth Devices Connecting a ComputerConnecting through the HDMI port ― Screen Sharing HDMI HDMI IN DVI HDMI IN HDMIConnecting to the TV via the SmartThings app Connecting Your Mobile DeviceDevice List Managing a Mobile DeviceAccess Notification Changing the input signal Switching between external devices connected to the TVEditing the name and icon of an external device Source1 Universal Remote Using additional functions2 Edit 3 InformationConnection notes for HDMI Connection NotesConnection notes for audio devices Connection notes for mobile devices Connection notes for computersAbout the Samsung Smart Remote QLED TV Remote Control and Peripheralsbutton to run Voice Interaction To use the Samsung Smart Remote to control a compatible external device that does not support HDMI-CEC Anynet+, you must configure universal remote control for the device. For more information, refer to Controlling External Devices with About the Samsung Smart Remote UHD TV button to run Voice Interaction Button Connecting the Samsung Smart Remote to the TV Source Universal Remote Connecting an external device through Anynet+ and using their menus Using Anynet+ HDMI-CECSettings General External Device Manager Anynet+ HDMI-CEC Try Now Read before connecting an Anynet+ HDMI-CEC deviceConnecting a Bluetooth keyboard or mouse Connecting a USB keyboard or mouseSettings General External Device Manager Input Device Manager Try Now Controlling the TV with a Keyboard or MouseOpen Using the keyboard and mouseEnable Scroll Mode Setting up the mouse Setting up the input devicesSetting up the keyboard 1 Recommend text Entering Text using the On-Screen Virtual KeyboardRecommend text Options3 Predict Next Character 2 OptionsRecommend text Reset Recommended Text Memory Predict Next Character when using direction buttons LanguageSmart Hub Smart FeaturesSettings Displaying the Home Screen1 Notification Delete AllPicture Mode 2 SettingsSound Mode Sound Output4 Search 3 Source5 APPS 6 Ambient ModeMove Remove 8 Moving an item on the Home Screen9 Removing an item on the Home Screen Resetting Smart Hub Testing Smart Hub connectionsSettings General Smart Features Autorun Smart Hub Try Now Settings General Smart Features Autorun Last App Try NowSettings General System Manager Samsung Account Try Now Using a Samsung accountSettings Creating a Samsung account using a Facebook accountConfigure the Sync Internet settings Settings General System Manager Samsung Account Sign InSigning in to a Samsung account Changing and adding information to a Samsung accountViewing the user agreement and privacy policy Deleting a Samsung account from the TVSigning out of your Samsung account Screen states related to Ambient Mode Using the Ambient ModeAmbient Mode Ambient ModeSetting up the content for Ambient Mode Changing the content and settings for Ambient ModeChanging the background colour of Ambient Mode Setting up the Ambient Mode details3 Settings Using the Apps ServiceAPPS 1 Sign InLaunching an app Installing and running an appInstalling an app Settings Managing purchased or installed apps1 Removing an app 2 Adding apps to the Home Screen3 Locking and unlocking apps 5 Reinstalling an app4 Moving apps 6 Checking the app information details4 Gallery Settings Using the Gallery AppGallery 1 Open categoryUniversal Guide Using the Universal Guide App1 Location selection list Using the SmartThings AppSmartThings Settings Support Open e-Manual Using the e-ManualLaunching the e-Manual 2 Sign InInternet Using the InternetUsing the buttons in the e-Manual 1 Filter By Playing pictures/video/musicSamsung USB Playing multimedia content on a PC or mobile device Playing media contentPlaying multimedia content on a USB device 2 Sort ByRunning Voice Interaction Using Voice InteractionHere are some of the things I can do for you Learning about Voice Command Guide1 Voice Command Guide Precautions for Voice Interaction Read Before Using Voice InteractionRequirements for using Voice Interaction Settings General Start Setup Try NowTV Viewing Using the guideViewing Digital Broadcast Information at a Glance Live TV Guide Try NowStop You can stop the recording function that is currently running Recording programmes Recording ProgrammesInstant Recording Schedule RecordingCanceling a schedule recording Setting the Schedule Recording TimeManaging the schedule recording list Scheduling a video recording after entering the date and timeSetting up a schedule recording start Setting Up a Schedule ViewingSetting up a schedule viewing for a channel Live TV Schedule Manager or Recordings SettingsSetting the Schedule Viewing Time Using the schedule viewing options in the programme info windowCanceling a scheduled viewing Editing a schedule viewingRecord Using TimeshiftEdit Recording Time Stop Recording / Stop Timeshift Go to Live TVInfo Pause / PlayLive TV Channel List Using the Channel ListTV PLUS Favourites Displays Favourites 1 to Favourites Channel TypeRemoving registered channels Editing channelsEditing registered channels Live TV Channel List All Edit ChannelsRegistering channels as favourites Creating a Personal Favourites ListViewing and selecting channels on Favourites lists only Restore TV PLUSAdding channels to favourites list Editing a Favourites ListRemoving channels from a favourites list Rearranging a favourites listAuto Tuning Settings Changing the broadcast signalAuto Tuning Settings Broadcasting Auto Tuning Settings Standby Auto TuningUsing Mark Adult Channels Checking digital channel signal info and strengthSetting the Wake-up time Settings Broadcasting Auto Tuning Settings Wake-up TimerConfiguring advanced broadcasting settings Using Programme Rating LockSettings Broadcasting Programme Rating Lock Try Now Settings Broadcasting Expert Settings Try NowSettings Broadcasting Expert Settings Audio Options Try Now Tuning broadcast signals manuallySettings Broadcasting Expert Settings Audio Options Audio Format Settings Broadcasting Expert Settings Manual Tuning Try NowTuning analogue channels Fine-tuning analogue broadcastsSettings Broadcasting Expert Settings Fine Tune Try Now Settings Broadcasting Expert Settings Transfer Channel ListSettings Broadcasting Expert Settings Satellite System Setting satellite systemSettings Broadcasting Expert Settings TVkey Interface Changing teletext languageShowing common interface menu Settings Broadcasting Common InterfaceCI Menu Application InfoSettings Picture Picture Mode Try Now Adjusting the Picture QualityPicture and Sound Choosing a picture modeSettings Picture Expert Settings Try Now Configuring advanced picture settingsApply Picture Settings Try Now Digital Clean View Try Now Auto Motion Plus Settings Try NowSettings General External Device Manager Game Mode Settings Game Mode Setting the Viewing Environment for External DevicesPlaying games on an optimised screen RGB Only Mode Try Now Colour Space Settings Try NowUsing HDMI black level Configuring game mode detailsConfiguring Game Motion Plus Settings General External Device Manager HDMI UHD Color Try NowSettings Picture Picture Size Settings Picture Size Try Now Settings Picture PIPPicture Support Functions Viewing a picture-in-picture PIPSettings Picture Picture Size Settings Auto Wide Try Now Adjusting the picture size and/or positionSettings Picture Picture Size Settings 43 Screen Size Try Now Settings Picture Picture Size Settings Fit to screen Try NowConfiguring advanced sound settings Configuring a Sound Mode and Expert SettingsSettings Sound Sound Mode Try Now Settings Sound Expert Settings Try NowListening to the TV through Bluetooth devices Using the Sound Support FunctionsSettings Sound Sound Output Try Now Settings Sound Sound Output Speaker ListSettings Sound Wi-Fi Speaker Surround Setup Try Now Setting the current time Using the Time Functions and the TimersSettings General System Manager Time Try Now Setting the clock automaticallyAdjusting the clock for DST and time zone Using the timersSettings General System Manager Time Clock Time Zone Settings General System Manager Time Clock Time OffsetSetting the Auto Protection Time Using the Auto Protection Time and Energy Saving FunctionsSettings General System Manager Auto Protection Time Try Now Settings General Eco Solution Try NowSettings Support Software Update Update Now Try Now Settings Support Software Update Try NowSettings Support Software Update Update Now Settings Support Software Update Auto update Try NowRunning the accessibility functions Using Other FunctionsRunning Accessibility Shortcuts Settings General System Manager Smart Security Try NowChanging the volume, speed, and pitch of the Voice Guide Settings General Accessibility Voice Guide Settings Try NowSettings General Accessibility Audio Description Settings Try Now Enabling voice guides for the visually impairedSettings General Accessibility High Contrast Try Now Setting the screen to a black and white toneSettings General Accessibility Greyscale Try Now Settings General Accessibility Colour Inversion Try NowSettings General Accessibility Learn TV Remote Try Now Learning about the remote control for the visually impairedSettings General Accessibility Menu Learning Screen Try Now Settings General Accessibility Subtitle Settings Try NowSettings General Accessibility Multi-output Audio Configuring advanced system settingsSelecting the broadcasting subtitle language System Manager Try NowSetting up a password Restoring the TV to the factory settingsSettings General System Manager Change PIN Try Now Settings General System Manager Usage Mode Try NowUsing HbbTV HbbTVSettings Broadcasting Expert Settings HbbTV Attaching the CI CARD Adapter via COMMON INTERFACE slot Using a TV Viewing Card “CI or CI+ Card”Connecting the “CI or CI+ Card” Using the “CI or CI+ Card” Connecting the “CI or CI+ Card” via COMMON INTERFACE slotOn the Samsung Smart Remote Teletext Feature1Sub Page Displays the available sub-page 6 SETTINGS On the standard remote controlTTX/MIX 1 PRE-CH5 INFO Typical Teletext page4E-MANUAL / REC 9 RETURNSettings Support Remote Management Try Now TroubleshootingWhat is Remote Support? Adjust the TV settings for youSettings Support About This TV Try Now Finding the contact information for serviceSettings Support How does Remote Support Work?Settings Support Self Diagnosis Try Now Diagnosing TV operational issuesRequesting service Settings Support Request Support Try NowSettings Support Self Diagnosis Start Picture Test Try Now There Is a Problem with the PictureTesting the picture The problem geographical area pictures from sports programmes and action moviesI Cant Hear the Sound Clearly Testing the soundSettings Support Self Diagnosis Start Sound Test Try Now There Is a Problem with the Broadcast Settings General Network Network Status My Computer Wont ConnectThe TV Wont Connect to the Internet Anynet+ HDMI-CEC Isnt Working The Schedule Recording/Timeshift Function Isnt WorkingWhen apps arent working, these steps may help resolve the problem I Have Trouble Launching/Using AppsMy File Wont Play I Want to Reset the TVWhen files arent playing, this may help resolve the problem Initialise the settings to factory defaultsUse these procedures to resolve other issues that may occur Other Issuesnot indicate a product malfunction. The TV is safe to use Before Using the Recording and Timeshift Functions Precautions and NotesBefore using the recording and schedule recording functions Settings General System Manager Time ClockSystem Manager Time Sleep Timer SettingsSettings Eco Solution Auto Power OffSupported broadcasting audio options Before using the timeshift functionRead Before Using Apps Settings General System Manager Time Clock Read Before Using the InternetWireless security protocols Read before setting up a wireless Internet connectionPrecautions for wireless Internet Limitations on use of photo, video, and music files Try Now Read Before Playing Photo, Video, or Music FilesSupported internal subtitles Supported external subtitlesThe MPO format is supported partly Supported image formats and resolutionsSupported music formats and codecs Video codecs supported by NU7100 model series or higher Video codecs supported by NU7090 model series or lower Audio decoders Other restrictionsVideo decoders Installing an anti-theft lock Read After Installing the TVPicture sizes and input signals If HDMI UHD Color is set to On Supported Resolutions for UHD Input SignalsIf HDMI UHD Color is set to Off Read Before Connecting a Computer Supported Resolutions VESA DMT CTA-861 VESA CVTCTA-861 Supported Resolutions for Video SignalsCheck the supported resolution for video signals VESA CVT Restrictions on using Bluetooth Read Before Using Bluetooth DevicesPause / Play Buttons and functions available while playing multimedia contentPrevious / Next Rewind / Fast ForwardGeneral Dynamic Natural 360 Auto Rotation360 Mode RepeatZoom Fit to screenRotate left / Rotate right Rotates a photo left or right Background MusicOpen Source License Notice LicenceUsing the Remote control Accessibility GuidanceOrientation of the Samsung Smart Remote Description of the Samsung Smart RemoteThe play/pause button The colour buttonsOpening the Accessibility Shortcuts menu Using the accessibility menuAccessibility Shortcuts menu Step by Step instructions to run the options Using the Accessibility Shortcuts menuTurning on Voice Guide Turning on Audio DescriptionLearning TV Remote Accessing the main accessibility menu to change Voice Guide settingsTurn Voice Guide on Setting accessibility settings using Voice InteractionTurn Audio Description on Turn High Contrast onWatching TV Using the TV with Voice Guide onTurning the TV on Changing channelUsing programme information Using on-screen number entry via the Samsung Smart RemoteChanging volume Live TV Guide Using the guideand then say the command “guide” button on your Samsung Smart RemoteOther options in the guide To view a programme on nowRecord Schedule ViewingSchedule Recording Displaying your favourite channelsEdit Recording Time StopSetting up a schedule viewing Cancelling a scheduled viewing1. Cancelling a scheduled viewing from the Guide Setting Up a Schedule ViewingSchedule Manager or Recordings Schedules Delete 2. Cancelling a scheduled viewing from Smart HubUsing the Channel List Live TV Channel ListTV PLUS Favourites TV PLUSChannel Type SortRegistering channels as favourites Creating a Personal Favourites ListLive TV Channel List To add channels to a favourites list - DetailViewing and selecting channels on favourites lists only Deleting channels from a favourites list - DetailLive TV Channel List Open the Channel ListRecording Scheduling viewing from the programme info window Changing the recording timeRecording the programme you are watching Viewing recorded programmes Deleting a recorded programmeLive TV Schedule Manager or Recordings Record Using Smart Hub Smart HubAfter pressing the Press theNotification Using the Home Screen in Smart HubPicture Mode SettingsSound Mode Sound OutputSearch SourceAPPS Ambient ModeSettings Support Open e-Manual Launching the e-ManualRunning Voice Interaction Using Voice InteractionA guide to using Voice Interaction to control your TV