Art Store stuck on Downloading, Bluetooth doesn't work, phantom USB entry

[sjeffg]

Hello,

I am experiencing a serious issue with my 2018 Frame TV (Model UN65LS03NAFXZA, firmware T-KTM2AKUC-1350.7, BT – S). The Art Store has become completely inoperable and the Bluetooth functionality has stopped working after the TV locked up during a USB photo import.

Symptoms:
• Art Store is stuck indefinitely on “Downloading content” and never loads.
• Bluetooth remote will not pair – it shows “Not Available.”
• No Bluetooth devices appear in the list at all.
• The issue began immediately after inserting a USB stick to import photos.
• A phantom USB entry (“Flash Drive FIT(2)”) appears even after reset, with nothing on it.

Troubleshooting already completed:
• Full factory reset (multiple times)
• Smart Hub reset
• Remote reset procedure
• Network reset
• Tested on different networks and hotspots
• Confirmed Samsung account is logged in
• Able to upload personal photos via SmartThings (so internet connection is working)

This has already been escalated by Samsung Support under Ticket #<hidden>, and I was told it requires backend Art Mode entitlement re-provisioning by Samsung’s server team. I emailed the Frame support team at frame.cs@samsung.com as instructed several days ago, but have received no response.

This appears to be the same known provisioning issue affecting earlier Frame models where the TV loses its Art Mode server entitlement and must be reactivated on Samsung’s backend systems.

I am posting here to (1) document the issue for others, (2) request moderator escalation to the proper backend team, and (3) confirm if other Frame TV owners are experiencing the same behavior.

Thank you in advance to any Samsung moderators or Frame experts who can assist in having the Art Mode entitlement refreshed for my device.

Ticket Number: <hidden>
Model: UN65LS03NAFXZA
Serial: <hidden>
Region: United States

[Tloraas]

I am having the same problem on a 2020 Frame. I have two others that are working fine, this is the oldest model. I have also gone through all the listed procedures. 

[sjeffg]

Thanks for sharing — my Frame is a 2018 and at least I know I'm not alone in this!

I’ve been battling this issue for two and a half weeks. I have an open ticket with the Frame backend team (#2325724129), yet so far they've only sent form-letter responses suggesting I perform resets I've already done. I've tried emailing the CEO’s office, so maybe that will get some more direct attention.

I'm told this is server-side entitlement issue which can only be addressed from Samsung's end. If you find your way to a fix, please post here — I’ll do the same.

[sjeffg]

Did you get anywhere with Samsung? Or find some other fix for this issue? I've gotten nothing but radio silence from the company since early November.

Thanks,

Jeff

[StevenB7]

Hi Jeff,

I’m having the same issue of the Art Store always saying “Downloading content…”

Even after resetting the network and TV.

I was told to email frame.cs@samsung.com 

Did you ever find a solution?

[sjeffg]

Hi Steven! Sadly the problem remains unsolved. An exchange of emails with the extremely-slow-to-respond Frame team yielded no help whatsoever. Eventually they suggested sending a tech to come out and look at the TV, which will of course cost me money and (I’m given to understand) accomplish exactly nothing. The problem is a provisioning issue on Samsung’s end, and thus must be handled on the server side. I’ve even tried escalating this matter to the office of the President of Samsung, but keep getting caught in the same doomed tech support loop.

If you get anywhere, please let me know. This has been a months-long odyssey of frustration.

Best,

Jeff