Troubleshooting | Samsung UN48H5500, UN55H6400, UN48H6400, UN40H6350

Troubleshooting

Getting Support

176Support through Remote Management

177Finding the Information You Need for Service

There is a problem with the picture

178 Testing the Picture

I can't hear the sound clearly

180 Testing the Sound

I can't see 3D images clearly.

181 Testing 3D Picture Quality

There is a problem with the broadcast.

My computer won't connect.

I can't connect to the Internet.

The Schedule Recording/Timeshift function isn't working.

Anynet+ (HDMI-CEC) isn't working.

I am having trouble launching/using apps.

My file won't play.

I want to reset the TV.

Other Issues

Appendix

Read Before Using 3D Viewing Mode

188 3D Precautions

S-Recommendation Disclaimer

191S Recommendation with Voice Interaction

191S Recommendation

Supported Resolutions for 3D Modes

192 HDMI

192Component

192Digital Channel

192 Videos/Photos

192 Computer via HDMI Cable.

Read Before Using Voice, Motion, or Face Recognition

193 Voice, Motion, and Face Recognition Precautions

195Requirements for Using Voice, Motion, or Face Recognition

Read Before Using Apps

Read Before Using the Web Browser

Read Before Playing Photo, Video, or Music Files

200 Photo, Video, and Music File Use Limitations

200Compatible Storage Devices for File Transfers

201Supported External Subtitles

201Supported Internal Subtitles

202Supported Image Formats and Resolutions

202Supported Music Formats and Codecs

203Supported Video Codecs

Read After Installing the TV

205Picture Sizes and Input Signals

205Installing an Anti-Theft Lock

206Read Before Setting Up a Wireless Internet Connection

Read Before Connecting a Computer (Supported

Resolutions)

207IBM

207MAC

208VESA DMT

Supported Resolutions for Video Signals

209 CEA-861

License

Glossary

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Samsung UN48H5500, UN55H6400, UN48H6400, UN40H6350, UN32H5500 manual Troubleshooting

Contents

Manual Contents Smart Features TV Viewing General Troubleshooting Using Smart Hub Usability depends on your specific model and local region Using Smart Hub Using Voice Control Setting up Voice Control Using Motion Control Setting up Motion Control Using the Samsung Smart Control Setting the Samsung Smart Control Using the Samsung Smart Control Using Multi-Link Screen Using the Multi-Link Screen Antenna Connection Video Device Connections Hdmi Connection Component Connection Composite A/V Connection Audio Input and Output Connections Hdmi ARC Connection Digital Audio Optical Connection Connecting to a Computer Audio Output ConnectionTo use the TV as a Computer Monitor Connecting Through the Hdmi Port Connecting With a DVI to Hdmi Cable Connecting Through Samsung Link Connecting Through Dlna Using Your Home Network Connecting To a Mobile Device Connect Through Dlna Using Your Home NetworkConnect Through Samsung Link Connecting via a mobile device Screen MirroringMenu Network Screen Mirroring Try Now Connecting by Automatically Allowing the Connection 222 333 Navigate to Menu Network Wi-Fi Direct Try Now 111 Specifying the Name of the TV on a Network Menu Network Device Name Try Now Switching Between Video Sources Other Functions Available When You Display the Source ListUniversal Remote Function Installing Batteries into the Samsung Smart Control Low Battery Alarm Window Pairing the Samsung Smart Control Reconnecting the Samsung Smart Control Button Functions Source Additional Functions Caption, High Contrast, and Enlarge functions Operating the TV by Moving the Samsung Smart Control Using the Touch Pad and the Directional Buttons Moving the Focus or PointerEntering a Menu / Selecting an Item Displaying a Context-sensitive Menu in Smart Hub Changing the Smart Hub PanelScrolling on the Web Browser Displaying and Using the On-Screen Remote Tools Multi-Link Screen Speaker SettingsSchedule Manager Size Connecting the IR Extender Cable Menu System Universal Remote Setup Remote Setup Setting Up the Universal Remote ControlSelect the Universal Remote Setup icon Controlling an External Device with the TV Remote Universal Remote Features Connecting a Bluetooth Keyboard Connecting a KeyboardConnecting a USB Keyboard Menu System Device Manager Keyboard Settings Try Now Using the Keyboard Input Languages, Keyboard Type, and Switch Language KeyChanging Keyboards Try Now Connecting a Bluetooth Mouse Connecting a MouseConnecting a USB Mouse Menu System Device Manager Mouse Settings Try Now Changing Mouse Buttons and Pointer Speed Try Now Using the MouseChanging Mice Try Now Primary Button Reset recommended text data Entering Text Using the On-Screen Qwerty KeypadUsing Additional Functions Recommended text Establishing a Wired Internet Connection Using Cat 7 LAN Cables Connecting to a Wired Internet Network Automatically Menu Network Network Settings Try Now Connecting to a Wired Internet Network Manually Menu Network Network Settings IP Settings Establishing a Wireless Internet Connection Connecting to a Wireless Internet Network Automatically Connecting to a Wireless Internet Network Manually Wireless network Connecting to a Wireless Internet Network with WPS IP auto setting failed Try Now Troubleshooting Internet Connectivity IssuesTroubleshooting Wired Internet Connectivity Issues No network cable found Try Now Try Now Troubleshooting Wireless Internet Connectivity Issues Wireless network connection failed, Try Now Try NowUnable to connect to a wireless router Try Now Try Now Checking the Internet Connection Status Menu Network Network Status Try Now Changing the Channel/Volume Using Multi-Link ScreenSelecting a Feature Launching Multi-Link Screen Menu Smart Hub Open Smart Hub Try Now Testing Smart Hub connectionsSmart Hub Menu Support Self Diagnosis Smart Hub Connection Test Setting your favorite item Opening the First ScreenDeleting browsing history Moving to the Panel Screen GamesOn TV Menu Smart Hub Smart Hub Reset Using the Smart Hub TutorialResetting Smart Hub NewsON Using Smart Hub with a Samsung Account Creating a Samsung AccountMenu Smart Hub Samsung Account Try Now Page Creating a Samsung Account using a Facebook Account Signing in to a Samsung AccountMenu Smart Hub Samsung Account Log Disconnecting a Linked Account Linking Your Samsung Account to External Service AccountsLinking a Service Account Menu Smart Hub Samsung Account Link Service Accounts Changing and Adding Information to a Samsung Account Deleting a Samsung Account from the TVMenu Smart Hub Samsung Account Download/Remove Using the Games PanelUsing Supported Features via the Pop-Up Menu View detail Installing a Game from the Detailed Game Information Screen Installing and Running a GameQuickly Installing Games Launching a Game Removing a Game Managing Downloaded or Purchased GamesUpdating a Game Rating/Sharing/Reviewing a Game Using the Samsung Apps Panel Delete Update AppsMove Multi Delete Installing an App Quick Installation Installing an App from the Detailed App Information Screen Additional Notes Manual Default AppsLaunching an App Web Browser Relocating an App on the Apps Screen Deleting an App from the TVDeleting an App Updating Apps Setting Auto App UpdateRating/Reviewing an App Removing Multiple Apps Using Channel Bound Apps Using Other App Features and FunctionsSetting Push Notification Menu Smart Hub Apps Settings Try Now Program Recommendations by Time Using the On TV PanelViewing the Program Schedule of Digital Channels Popular Videos Viewing Detailed Program Information Removing Adult Content from the Recommended List Configuring On TV SettingsReceiving Recommended Content Notification Menu Smart Hub On TV Settings On TV Setup Using the Movies & TV Shows Panel FeaturedMovies Trailers Play Content NowTV Shows Trending Menu Smart Hub VOD Rating Lock Preventing Children from Watching Adult ContentWatching a Movie/TV Program Navigate to Smart Hub and set VOD Rating Lock to On Rating and Sharing a Purchased Content Rating ContentWriting a Content Review on an SNS Social Networking Site Using the Multimedia Panel Playing Photos, Videos, and Music Playing Media Content Saved on a USB Device Safely Removing a USB Device Playing Multimedia Content Saved on a Computer/Mobile Device Allowing Connections with a Computer/Mobile Device When Connected Through Dlna Using Your Home Network When Connected Through Samsung Link Playing Media Content Saved in a Storage Service Pause / Play SettingsButtons and Functions Available While Viewing Photos Previous / Next Buttons and Functions Available While Viewing Videos Rewind / Fast Forward Repeat Select SceneSubtitle Picture Size Repeat Sound ModeButtons and Functions Available While Playing Music Shuffle Sort By Functions on the Media Content List ScreenFilter Options Using the NewsON Panel NewsWeather Using the Soccer Panel Deleting favorite teams Setting Your Favorite TeamModifying the Favorite Team List Select Options Delete Controlling the TV with Your Voice Voice Control Using Imperative Voice ControlUsing the Voice Recognition Tutorial Menu System Voice Control Learning Voice Control Basics Changing the Voice Control LanguageMenu System Voice Control Language Using Interactive Voice Control Enabling/Disabling TV Voice Selecting a Gender for the TV Voice Controlling the TV using Motions Motion Control Testing Ambient Illumination Using the TV CameraMenu System Motion Control Try Now Learning Motion Control Basics Using the Motion Control TutorialActivating Motion Control Menu System Motion Control Motion Control Try Now Returning to the previous menu Adjusting Pointer Speed Try NowShowing and Hiding Animated Motion Guide Try Now Moving from one Smart Hub panel to another Motion Control Screen Layout Motion Control Layout on the TV Screen Motion Control Layout on the Smart Hub Screen Displaying Hidden Icons When Using Smart Hub Using Face Recognition Registering Your Face to Your Samsung AccountSelect Take Picture Changing Your Login Method to Face Recognition Signing in to a Samsung Account Using Face Recognition Channel Filter Using the GuideDigital Broadcast Information at a Glance Navigating the Program Schedule Viewing Detailed Information Edit Favorite ChannelsTo use Edit Favorite Channels Menu Support Self Diagnosis Signal Information Try Now Changing the broadcast signalDigital Channel Signal Info and Strength Checking Current Program Info Recording Programs Formatting a USB Recording Device Format Device Default Recording DeviceManaging USB Recording Devices Check Device Select Broadcasting Schedule Manager Recording ProgramsInstant Recording Recording Buttons and Functions Available While Recording a Program Editing Schedule Recording Sessions Managing the Schedule Recording ListDeleting Schedule Recording Sessions Menu Broadcasting Schedule Manager Zoom Buttons and Features Available while playing RecordingsViewing Recorded Programs Stop Highlight Player Live TV Caption Repeat ModeSearch Multi-Track Sound Sorting the Saved File List Saved File List FeaturesManaging Recorded Files Options Guide Screen Setting Up a Schedule ViewingDigital Channel Schedule Viewing Program Info Screen Analog Channel Schedule Viewing Program Info ScreenMenu Broadcasting Schedule Manager Try Now Canceling a Schedule Viewing Editing a Schedule Viewing Using Timeshift Go to Live TV / Stop TimeshiftPause Menu Broadcasting Channel List Try Now Using the Channel ListUsing Options Viewing the Added Channels or Favorites Lists Removing Registered Channels Registering, Removing, and Editing ChannelsRegistering and Removing Channels Menu Broadcasting Edit Channel Try Now Editing Registered Channels Adding Back Removed Channels Menu Broadcasting Program Rating Lock Blocking Programs Using the TV RatingProgram Rating Lock Categories on the left Blocking based on Movie Rating Mpaa Blocking Based on Canadian English RatingFrom the Mpaa Blocking Based on Canadian French Rating Blocking Based on Downloadable U.S. RatingWatching Blocked / Restricted Programs Registering the Current Channel as a Favorite Creating a Personal Favorites ListRegistering Channels as a Favorites Menu Broadcasting Edit Favorites Try Now Selecting from Favorite List Channels Only Registering Multiple Channels as Favorites Copy to Favorites Editing a Favorites ListEdit Favorites Screen Menu Items Rename Favorites Removing Registered Channels from a Favorites List Rearranging a Favorites ListSelect Change Fav Renaming a Favorites List Copying Channels from One Favorites list to Another Making Sports Programs More Realistic with Soccer Mode Enabling Soccer ModeExtracting Highlights Automatically Record Functions Available While Watching Sports in Soccer ModeSave as Highlight Rewind Viewing a game recorded in Soccer Mode Fast forwardWatch Live TV at the same time Enabling Captions Try Now TV-Viewing Support FeaturesShowing Captions Selecting the Caption Language Try Now Font Style Return to DefaultSize Font Color Enabling the Audio Guide for the Video Description PIP Broadcast Viewing Scanning for Available Channels Selecting the Broadcast Audio LanguageSelecting the Broadcast Audio Language Digital Menu Broadcasting Channel Settings Clear Scrambled Channel Fine-Tuning the ScreenMenu Broadcasting Channel Settings Fine Tune Try Now Remove Scrambled Channels Changing the Picture Mode and Adjusting the Picture Quality Choosing the Right Picture Mode for the Viewing Environment Adjusting the Picture Quality for Each Picture Mode Fine-Tuning Each Picture Mode Advanced Settings For the LED 5500 series models Color SpaceWhite Balance For the LED 6300 series and higher Adjusting the Picture for Easier Viewing Picture Options LED Clear Motion Film Mode Try NowAuto Motion Plus Cinema Black Viewing in 3D Starting 3DMenu Picture 3D Changing the 3D Mode Menu Picture 3D 3D Mode Adjusting the 3D Effect Picture Support Functions Sound Select Changing the Picture Size and Position Choosing the Right Screen Size Try Now Menu Picture Reset Picture Try Now Resetting the Picture Mode SettingsAdjusting the Screen Position Try Now Menu Picture Picture Size Position Changing the Sound Mode and Using Sound Effects Choosing the Right Sound Mode for the EnvironmentUsing Sound Effects Designating the TVs Installation Type Sound Support FunctionsSelecting Speakers Listening to TV Sound through Samsung Bluetooth Audio Listening to 3D Audio in 3D Mode Resetting All Sound SettingsEnabling Digital Audio Output Setting the Clock using Digital Broadcast Info Setting the Time and Using the TimerSetting the Current Time Menu System Time Clock Clock Mode Try Now Menu System Time Clock Time Offset Try Now If the Clock is Wrong in Auto ModeSetting the Clock Manually Menu System Time Clock Clock Set Try Now Using the Timers Using the Sleep TimerTurning On the TV using On Timer Turning Off the TV Using the Off Timer Menu System Time Off Timer Try Now Using the Screen Burn Protection and Energy Saving Features Using Energy Saving FeaturesPreventing Screen Burn Menu System Anynet+ HDMI-CEC Try Now Using Anynet+ HDMI-CECSetting Up Anynet+ HDMI-CEC Auto Turn Off Try Now Selecting an External Device Using Anynet+ HDMI-CECAccessing the External Devices Menu Anynet+ HDMI-CEC Using the e-Manual Additional e-Manual FeaturesLaunching the e-Manual Configuring Auto Update Accessing the Menu from the e-ManualUsing History to Load Previously Read Pages Loading Reference Pages Menu Support Software Update Update now Try Now Update nowMenu Support Software Update Try Now Updating the TV’s Software Manually, Using a USB Flash Drive Enabling Automatic Software Updates Protecting the TV from Hacking and malicious codeChecking the TV and Connected Storage Media Automatically Adding malicious code to the Blocked List Automatically Scanning when the TV is Powered OnMenu System Smart Security Settings Auto Scan If malicious code is detected Changing the Menu Language Using Other FunctionsSetting Up a Password Checking Notifications Menu System Accessibility Voice Guide Enabling Voice Guides for the Visually ImpairedChannel List Source Guide On TV Voice Control Adjusting the Menu Transparency Changing the Volume, Speed, Pitch and Level of Voice GuideWhite Text on Black Background High Contrast Expanding the Smart Hubs Focus Area Showing/Hiding the Samsung Logo while BootingEnabling the TV to Boot Faster Enabling/Disabling Sound Feedback Enjoying Rich Colors and Superior Picture Quality BD Wise Enabling Game ModeMenu System General Game Mode Try Now Menu System General BD Wise Menu System DivX Video On Demand Try Now Restoring the TV to the Factory Settings Menu Support Self Diagnosis Reset Try NowMenu Support Use Mode Try Now Support through Remote Management Diagnose your TV Adjust the TV settings for youGetting Support Getting Remote Support Finding the Information You Need for Service How Does it Work?Menu Support Contact Samsung Try Now Menu Support Self Diagnosis Picture Test Try Now There is a problem with the pictureTesting the Picture Sensor Setup or Auto Program Broadcasting Auto Program Cant hear the sound clearly Testing the SoundSet Sound Speaker Settings TV Sound Output to TV Speaker Menu Support Self Diagnosis Sound Test Try Now Testing 3D Picture Quality Cant see 3D images clearlyMenu Support Self Diagnosis 3D Picture Test There is a problem with the broadcast My computer wont connectCant connect to the Internet Schedule Recording cannot Schedule Recording/Timeshift function isnt workingDevice, Check Device, or Schedule Recording Anynet+ HDMI-CEC isnt working Anynet+ HDMI-CECfrom the list, and then a device Smart Hub Reset Am having trouble launching/using appsWant to reset the TV My file wont play Other Issues Signal Information Change the Use Mode Support Use Mode to Home Use Broadcasting option Read Before Using 3D Viewing Mode 3D PrecautionsPage Safety Precautions Recommendation Disclaimer Recommendation with Voice InteractionRecommendation Digital Channel Supported Resolutions for 3D ModesComponent Videos/Photos Using the TV Camera Read Before Using Voice, Motion, or Face RecognitionVoice, Motion, and Face Recognition Precautions Face Recognition Motion Control Voice Control Requirements for Using Voice, Motion, or Face Recognition Requirements for Using Voice RecognitionRequirements for Using Motion Recognition Requirements for using Face Recognition Read Before Using Apps Read Before Using the Web Browser Page Read Before Playing Photo, Video, or Music Files Photo, Video, and Music File Use LimitationsCompatible Storage Devices for File Transfers Supported External Subtitles Supported Internal Subtitles Supported Image Formats and Resolutions Supported Music Formats and Codecs Supported Video Codecs Other Restrictions Video DecodersAudio Decoders Read After Installing the TV Picture Sizes and Input SignalsInstalling an Anti-Theft Lock Read Before Setting Up a Wireless Internet Connection Wireless Internet PrecautionsWireless Security Protocols Read Before Connecting a Computer Supported Resolutions IBM Vesa DMT Supported Resolutions for Video Signals CEA-861 License Open Source License Notice ARC Audio Return Channel Glossary480i/480p/720p/1080i/1080p DVI Digital Visual Interface Dynamic versus Static IP Addresses EthernetComponent Connection