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External Device Connectivity Issues
167 The "Mode Not Supported" message appears.
167
The video is OK but there is no audio.
167 I want to connect to a PC and mobile device via screen
mirroring.
168 Proper operation cannot be guaranteed if this is lined and
used through an external USB hub.
168
No screen appears when connecting the Product to an
external device.
168 I want to connect to a Bluetooth speaker.
169 The PC screen does not appear or it ickers.
169 The computer does not wake up through Wake PC.
169
A special key on the keyboard or mouse is entered
automatically.
170
The displayed image size does not t the screen, the image
colours are blurred, or the text does not appear clear.
170 A computer has been connected, but the Expert Settings
option is greyed out.
Network Issues
171
Wireless network connection failed. Unable to connect to a
wireless access point. Unable to connect to the network.
171 Wired network connection failed.
171 Connected to a local network, but not to the Internet.
Anynet+ (HDMI-CEC) Issues
172
What is Anynet+?
172
Anynet+ does not work. The connected device is not
displayed.
173 I want to start Anynet+. I also want the connected devices to
turn on when the Product is turned on.
173 I want to exit Anynet+. It is inconvenient to turn on other
devices because the Product also turns on. It is inconvenient
because the connected devices (e.g. set-top box) turn off
together.
173
The message "Connecting to Anynet+ device..." or
"Disconnecting from Anynet+ device" appears on the screen.
173
The Anynet+ device won't play.
Remote Control Issues
174 The remote control does not work.
174 External devices cannot be operated with the Product
remote control.
174 When I turn on the product with the remote control, another
device is also turned on.
Apps
175 I cannot nd the app I want.
175 I launched an app, but it's in a different language. How can I
change the language?
175 The app does not work properly. Its image quality is poor.
175
The Smart Hub Home Screen keeps appearing whenever you
turn on the Product.
Media Files
176 Some les are interrupted during playback.
176 Some les can't be played.
Voice Assistant Issues
177 The microphone is off.
177 The voice commands do not work well.
177 Bixby/Alexa answers although I did not call it.
177 I spoke "Hi, Bixby/Alexa" but Bixby/Alexa does not answer.
178
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.
178 During voice recognition, the heavy load message appears
and the function does not work.
178 I want to see weather information of the desired area.
Other issues
179
The Product is hot.
179 The Product smells like plastic.
179 The settings are lost after 5 minutes or every time the
Product is turned off.
179 The Product is tilted to the side.
179 The stand is wobbly or crooked.
180 A POP (Product’s internal banner ad) appears on the screen.
180 The Product is making a popping noise.
180 The Product is making a humming noise.
180 The Product narrates the screen events in voice-over.
181 Q & A
Diagnosing Product operational issues
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