Manuals / Samsung / TV and Video / Flat Panel Television

Samsung UN65HU9000 manual Troubleshooting

Models: UN65HU9000

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Troubleshooting

Getting Support

191Support through Remote Management

192Finding the Information You Need for Service

There is a problem with the picture

193 Testing the Picture

I can't hear the sound clearly

195 Testing the Sound

I can't see 3D images clearly.

196 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

203 3D Precautions

S-Recommendation Disclaimer

206S Recommendation with Voice Interaction

206S Recommendation

Supported Resolutions for 3D Modes

207HDMI

208Component

208Digital Channel

208 Videos/Photos

208 Computer via HDMI Cable.

Supported Resolutions for UHD

209HDMI Connector except for the MHL-to-HDMI Connector

209MHL-to-HDMI Connector

Read Before Using Voice, Motion, or Face Recognition

210 Voice, Motion, and Face Recognition Precautions

212Requirements 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

217 Photo, Video, and Music File Use Limitations

217Compatible Storage Devices for File Transfers

218Supported External Subtitles

218Supported Internal Subtitles

219Supported Image Formats and Resolutions

219Supported Music Formats and Codecs

220Supported Video Codecs

Read After Installing the TV

222Picture Sizes and Input Signals

222Installing an Anti-Theft Lock

223Read Before Setting Up a Wireless Internet Connection

Read Before Connecting a Computer (Supported

Resolutions)

224 IBM

224MAC

225VESA DMT

Supported Resolutions for Video Signals

226CEA-861

226HDMI

License

Glossary

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Samsung UN65HU9000 manual Troubleshooting

Contents

Manual Contents Internet Connection TV Viewing General Troubleshooting Using Smart Hub Usability depends on your specific model and local regionUsing Smart Hub Using Voice Control Setting up Voice ControlUsing Motion Control Setting up Motion ControlUsing the Samsung Smart Control Setting the Samsung Smart ControlUsing the Samsung Smart Control Using Multi-Link Screen Using the Multi-Link ScreenAntenna Connection Video Device ConnectionsHdmi Connection Component Connection Composite A/V Connection Audio Input and Output Connections Hdmi ARC ConnectionDigital Audio Optical Connection Audio Output Connection Connecting to a Computer To use the TV as a Computer MonitorConnecting Through the Hdmi Port Connecting With a DVI to Hdmi Cable Connecting Through Samsung Link Connecting Through Dlna Using Your Home NetworkConnect Through Dlna Using Your Home Network Connecting To a Mobile DeviceConnect Using an MHL to Hdmi cable Connect Through Samsung LinkConnecting With an MHL to Hdmi Cable Connecting via a mobile device… Screen MirroringMenu Network Screen Mirroring Connecting by Automatically Allowing the Connection 222 333Navigate to Menu Network Wi-Fi Direct Try Now Connecting via Smart View Specifying the Name of the TV on a NetworkMenu 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 WindowPairing the Samsung Smart Control Reconnecting the Samsung Smart ControlButton Functions Source Size Operating the TV by Moving the Samsung Smart Control Additional FunctionsUsing 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 ToolsMenu For more information, refer to the devices manual Important Information Connecting the IR Extender Cable Menu System Universal Remote Setup Try NowSetting Up the Universal Remote Control Select the Universal Remote Setup iconControlling an External Device with the TV Remote Universal Remote Features Connecting a Bluetooth Keyboard Try Now Connecting a KeyboardConnecting a USB Keyboard Menu System Device Manager Keyboard Settings Try NowUsing the Keyboard Input Languages, Keyboard Type, and Switch Language KeyChanging Keyboards Try Now Connecting a Bluetooth Mouse Try Now Connecting a MouseConnecting a USB Mouse Menu System Device Manager Mouse Settings Try NowChanging Mouse Buttons and Pointer Speed Try Now Using the MouseChanging Mice Try Now Primary ButtonReset recommended text data Entering Text Using the On-Screen Qwerty KeypadUsing Additional Functions Recommended textEstablishing a Wired Internet Connection Using Cat 7 LAN CablesConnecting to a Wired Internet Network Automatically Menu Network Network Settings Try NowWall-mounted LAN Outlet Connecting to a Wired Internet Network Manually Menu Network Network SettingsIP Settings screen, set IP Setting to Enter Manually IP SettingsEstablishing a Wireless Internet Connection Connecting to a Wireless Internet Network AutomaticallyConnecting to a Wireless Internet Network Manually Wireless networkConnecting 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 NowTroubleshooting 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 NowView the current network and Internet status Changing the Channel/Volume Using Multi-Link ScreenSelecting a Feature Launching Multi-Link ScreenSelect Speaker Settings from the Settings menu Pairing Bluetooth HeadphonesPut the Bluetooth headphones in the pairing-ready status Selecting the Audio-Source ScreenMenu Smart Hub Open Smart Hub Testing Smart Hub connectionsSmart Hub Menu Support Self Diagnosis Smart Hub Connection TestOpening the First Screen Settings Setting your favorite itemDeleting browsing history Using the Smart Hub Tutorial Moving to the Panel ScreenUsing Smart Hub with a Samsung Account Creating a Samsung AccountMenu Smart Hub Samsung Account 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 AccountsChanging and Adding Information to a Samsung Account Deleting a Samsung Account from the TVDownload/Remove Using the Games PanelUsing Supported Features via the Pop-Up Menu View detailInstalling a Game from the Detailed Game Information Screen Installing and Running a GameQuickly Installing Games Launching a GameRemoving a Game Managing Downloaded or Purchased GamesUpdating a Game Rating/Sharing/Reviewing a GameUsing the Samsung Apps Panel Delete Update AppsMove Multi DeleteLets you update the apps when updates are available Installing an AppQuick Installation Selected app is installed on the TVInstalling an App from the Detailed App Information Screen Additional NotesManual Default AppsLaunching an App Web BrowserRelocating 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 AppsUsing Channel Bound Apps Using Other App Features and FunctionsSetting Push Notification Menu Smart Hub Apps SettingsProgram Recommendations by Time Using the On TV PanelViewing the Program Schedule of Digital Channels Popular VideosViewing 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 SetupFavorites Using the Movies & TV Shows PanelFeatured View the movies and TV programs registered as FavoritesTrailers MoviesTV Shows TrendingWatching a Movie/TV Program Preventing Children from Watching Adult ContentAdding Content to Favorites Menu Smart Hub VOD Rating LockRating 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 DeviceTo exit, press the button or Return button Playing Multimedia Content Saved on a Computer/Mobile Device Allowing Connections with a Computer/Mobile DeviceWhen Connected Through Dlna Using Your Home Network When Connected Through Samsung Link Playing Media Content Saved in a Storage ServicePause / Play SettingsButtons and Functions Available While Viewing Photos Previous / NextButtons and Functions Available While Viewing Videos Rewind / Fast ForwardPicture Size Repeat Sound ModeButtons and Functions Available While Playing Music ShuffleListening to Music in HD Quality Sort By Functions on the Media Content List ScreenFilter OptionsWeather Using the NewsON PanelNews This function is not available in the U.S.A. and CanadaUsing the Soccer Panel Deleting favorite teams Setting Your Favorite TeamModifying the Favorite Team List Select Edit teams on the Soccer panelControlling the TV with Your Voice for UHD Using Imperative Voice ControlUsing the Voice Recognition Tutorial Menu System Voice ControlLearning 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 VoiceTesting Noise Around the TVs Built-in Microphone Controlling the TV with Your Voice for SEK 2500UUsing Imperative Voice Control Learning Voice Control Basics Using Interactive Voice Control Setting the Recognition Responsiveness Checking Ambient Noise and Illumination Controlling the TV using Motions Motion ControlTesting Ambient Illumination Using the TV Camera Menu System Motion Control Try NowLearning Motion Control Basics Using the Motion Control TutorialActivating Motion Control Menu System Motion Control Motion Control Try NowDisplaying the Context-sensitive Menu on Smart Hub Returning to the previous menuMoving from one Smart Hub panel to another Zooming the picture on the screen in or outShowing and Hiding Animated Motion Guide Try Now Adjusting Pointer Speed Try NowUsing Like function Panning a Zoomed-in PictureMotion Control Screen Layout Motion Control Layout on the TV ScreenMotion 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 RecognitionChannel Filter Using the GuideDigital Broadcast Information at a Glance Navigating the Program ScheduleViewing 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 InfoRecording Programs Formatting a USB Recording DeviceMultimedia USB Drive Format Device Default Recording DeviceManaging USB Recording Devices Check DeviceYou can record current and upcoming programs Recording ProgramsInstant Recording Select Broadcasting Schedule ManagerButtons and Functions Available While Recording a Program Editing Schedule Recording Sessions Managing the Schedule Recording ListDeleting Schedule Recording Sessions Menu Broadcasting Schedule ManagerZoom Buttons and Features Available while playing RecordingsViewing Recorded Programs StopHighlight Player Live TVCaption Sorting the Saved File List Saved File List FeaturesManaging Recorded Files OptionsGuide Screen Setting Up a Schedule ViewingDigital Channel Schedule Viewing Program Info ScreenAnalog Channel Schedule Viewing Program Info ScreenMenu Broadcasting Schedule Manager Try Now Canceling a Schedule Viewing Editing a Schedule ViewingUsing Timeshift Go to Live TV / Stop TimeshiftPause Menu Broadcasting Channel List Try Now Using the Channel ListUsing Options Viewing the Added Channels or Favorites ListsRemoving Registered Channels Registering, Removing, and Editing ChannelsRegistering and Removing Channels Menu Broadcasting Edit Channel Try NowEditing Registered Channels Adding Back Removed ChannelsMenu Broadcasting Program Rating Lock Blocking Programs Using the TV RatingProgram Rating Lock Categories on the leftBlocking 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 NowSelecting from Favorite List Channels Only Registering Multiple Channels as FavoritesCopy to Favorites Editing a Favorites ListEdit Favorites Screen Menu Items Rename FavoritesTo remove channels from a favorite list Removing Registered Channels from a Favorites ListRearranging a Favorites List Select Change FavRenaming a Favorites List Copying Channels from One Favorites list to AnotherTo copy channels from one favorite channels list to another Making Sports Programs More Realistic with Soccer Mode Enabling Soccer ModeExtracting Highlights Automatically Save as Highlight Functions Available While Watching Sports in Soccer ModePress the E button. The following buttons appear RecordFast forward Viewing a game recorded in Soccer ModePause or resume the video Watch Live TV at the same timeEnabling Captions Try Now TV-Viewing Support FeaturesShowing Captions Selecting the Caption Language Try NowFont Style Return to DefaultSize Font ColorEnabling the Audio Guide for the Video Description PIP Broadcast ViewingScanning 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 ChannelsChanging the Picture Mode and Adjusting the Picture Quality Choosing the Right Picture Mode for the Viewing EnvironmentAdjusting the Picture Quality for Each Picture Mode Fine-Tuning Each Picture Mode Advanced Settings White Balance Try Now Adjusts the primary color intensityColor Space Try Now Motion Lighting Try NowAdjusting the Picture for Easier Viewing Picture Options Smart LED Film Mode Try NowAuto Motion Plus Try Now Cinema Black Try NowViewing in 3D Starting 3DMenu Picture 3D Try Now Changing the 3D Mode Menu Picture 3D 3D Mode Try NowAdjusting the 3D Effect Menu Picture 3DPicture Support Functions Sound SelectChanging the Picture Size and Position Choosing the Right Screen Size Try NowMenu Picture Reset Picture Try Now Resetting the Picture Mode SettingsAdjusting the Screen Position Try Now Menu Picture Picture Size PositionChanging the Sound Mode and Using Sound Effects Choosing the Right Sound Mode for the EnvironmentUsing Sound Effects Using a Custom Sound Profile Customizing Sound Sound CustomizerCustomizing Sound Menu Sound Sound Customizer Manage Custom Sound Try Now Renaming and Deleting Custom Sound ProfilesModifying a Custom Sound Menu Sound Sound Customizer Edit Custom Sound Try NowSound Support Functions Selecting SpeakersDesignating the TVs Installation Type Listening to TV Sound through Samsung Bluetooth AudioEnabling Digital Audio Output Auto Volume Try Now Listening to 3D Audio in 3D ModeResetting All Sound Settings Menu Sound Reset Sound Try NowSetting the Clock using Digital Broadcast Info Setting the Time and Using the TimerSetting the Current Time Menu System Time Clock Clock Mode Try NowMenu 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 NowUsing 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 NowSet the time that the TV turns off automatically 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 NowSelecting an External Device Using Anynet+ HDMI-CECAccessing the External Devices Menu Anynet+ HDMI-CECUsing 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 PagesMenu Support Software Update Update now Try Now Update nowMenu Support Software Update Try Now Updating the TV’s SoftwareManually, 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 detectedChanging the Menu Language Using Other FunctionsSetting Up a Password Checking NotificationsChannel List Source Guide On TV Voice Control Menu System Accessibility Voice GuideEnabling Voice Guides for the Visually Impaired TV MenusAdjusting 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 FeedbackMenu System UHD Evolution Kit Backup UHD Evolution Kit BackupUpdate Recorded Program Menu System Update Recorded ProgramsEnabling/Disabling the Front Indicators Enabling Game ModeEnjoying Rich Colors and Superior Picture Quality 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 SupportHow Does it Work? Finding the Information You Need for ServiceHaving a Samsung Tech service your TV remotely is easy Menu Support Contact Samsung Try NowThere is a problem with the picture Testing the PictureMenu Support Self Diagnosis Picture Test Try Now Setup or Auto Program Broadcasting Auto Program Testing the Sound Cant hear the sound clearlyMenu 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/Timeshift function isnt working Schedule Recording cannotAnynet+ HDMI-CEC isnt working Anynet+ HDMI-CECfrom the list, and then a deviceAm having trouble launching/using apps Want to reset the TVMy file wont play Other Issues Signal InformationBroadcasting option Read Before Using 3D Viewing Mode 3D PrecautionsPage Safety Precautions Recommendation Disclaimer Recommendation with Voice InteractionRecommendation 3D Mode L/R, T/B Supported Resolutions for 3D ModesThese specifications apply to the 169 display ratio only 3D Mode Horizontal Line Vertical Line Pixel FrameVideos/Photos ComponentDigital Channel Computer via Hdmi CableMHL-to-HDMI Connector Supported Resolutions for UHDHdmi Connector except for the MHL-to-HDMI Connector If Hdmi UHD Color is set to OffUsing the TV Camera Read Before Using Voice, Motion, or Face RecognitionVoice, Motion, and Face Recognition Precautions Face RecognitionMotion Control Voice ControlRequirements 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 SubtitlesSupported Image Formats and Resolutions Supported Music Formats and CodecsSupported 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 IBMVesa DMT Supported Resolutions for Video Signals CEA-861License Open Source License NoticeARC Audio Return Channel Glossary480i/480p/720p/1080i/1080p DVI Digital Visual InterfaceDynamic versus Static IP Addresses EthernetComponent Connection