i just got the Samsung Frame TV during Prime Day, and I’m running into an issue I can’t find anywhere else online.
Whenever I go to the art store and select the membership option, the TV briefly shuts off, then reboots and says there’s a software update — but my TV is already fully up to date. Other apps work fine and my internet connection seems solid.
I also tried turning off the Smart Hub, but the same thing happens (except instead of the reboot message, the TV just turns off and on again).
I’ve also noticed the TV just randomly shutting off when doing random things.
Has anyone else experienced this? Any idea how to fix it?
Hello! Thank you for reaching out! I would recommend trying a factory reset on the TV. You can use the following link to do this: https://www.samsung.com/us/support/answer/ANS00077524/. If this doesn't help, service would be the only solution. Depending on your warranty, you will have a few options.
- If your unit was recently purchased, you can check with your retailer on their return/exchange processes. - If you have an extended warranty you can reach out to them to have service set up. - If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup - If you're OUT of warranty, you can use this link below to find a service center in your area.
Thanks for sharing all the details — you’re definitely not alone, and that behavior is not expected, especially on a brand-new Frame TV. If the Art Store is causing the TV to reboot or crash when selecting the membership option, it could be a glitch tied to either the Smart Hub or how the Art Store service is syncing with your Samsung account.
Here are a few things you can try that have helped others:
1. Perform a Smart Hub Reset Go to Settings > Support > Device Care > Self Diagnosis > Reset Smart Hub This will sign you out of all apps but won’t erase your TV settings. It can resolve deep Smart Hub or app store issues.
2. Power Cycle the TV Unplug the TV from power for at least 60 seconds, then plug it back in. This helps clear out cached errors that don’t always go away with a simple restart.
3. Reinstall the Art Store App (if accessible) Go to Apps > Settings > Art Store, delete it if possible, then reinstall. Some users report issues go away after a clean reinstall of the app.
4. Use a Wired Ethernet Connection Temporarily Even if Wi-Fi seems stable, try plugging the TV into a wired connection temporarily to rule out any hidden handshake issues between the Art Store and your Samsung account.
5. Check for a Pending Firmware Patch Samsung sometimes rolls out smaller patches without alert banners. Go to Settings > Support > Software Update > Update Now just to confirm nothing is pending.
If the problem continues, definitely report it via Samsung Members > Get Help > Error Report, and describe exactly what’s happening with the Art Store. The more people report it, the faster Samsung can patch it.
Hope it gets resolved soon — you’re not the only one seeing this lately. Let us know what happens.
Hello! Thank you for reaching out! I would recommend trying a factory reset on the TV. You can use the following link to do this: https://www.samsung.com/us/support/answer/ANS00077524/. If this doesn't help, service would be the only solution. Depending on your warranty, you will have a few options.
- If your unit was recently purchased, you can check with your retailer on their return/exchange processes. - If you have an extended warranty you can reach out to them to have service set up. - If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup - If you're OUT of warranty, you can use this link below to find a service center in your area.
