I have a Q6FN (2018) model which is 2 days old. Last night I was in the settings adjusting the picture for the first time and today when the television was turned on, the Home button on the remote doesn't do anything. Light flashes red on the remote, no menus, no app bar, no nothing. Can't change inputs with the remote, settings or really anything important at all.
I researched it a bit and have tried the following so far: I unplugged the television while off, waited and then plugged it in. Power it up (with the remote) and still nothing. Repeated that process a few times. I have also re-synced the remote (hold Play / Back simultaneously for 3 seconds). It re-syncs successfully, still nothing. All the other buttons on the remote function normal, even the "long" press function of home works which brings up the remote assistance reference number. Short press of Home to access pretty much anything important is the culprit.
Other solutions I've read involve accessing settings to reset the Smart Hub etc. which is of course impossible because I can't get to the settings in the first place.
A little side note for flavor: 7 months ago I got a full refund on a Samsung KS8500 which had 4 repairs in a single YEAR, under warranty. After battling Samsung. I SWORE I would never buy another Samsung product and sat on the money until 2 days ago where after a lot of research I decided to take the leap...give them a second chance. It has the features I want (gaming). It looks great, price isn't bad. My frustration level is well beyond 9000. You know what they say, "fool me once".
If this does not resolve the issue, I would recommend calling our Digital Television department at 1-800-SAMSUNG. Ask for them to remote into the television and perform a service reset. After this, re-pair the remote and keep us posted.
This is not an issue with the remote. This also happens on my 65" Q6 that i have had for two days. The only way to fix it is use the Bixby voice command to access the Settings to reset the SMART Hub. Samsung Tech needs to figure out what is causing the SMART Hub to crash daily and provide a software update or there are going to be a lot of TVs being returned
We certainly understand, I'd like to escalate this to our specialists for you guys. To get that going, can you all provide the full model code of the TV and the current software version running? This information can be found in the menu under Support > Contact Samsung.
Be sure to click " ✓ Accept as Solution" when you find an answer that works for you. Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.
Thank you for this information. To look further into this, can you send us a private message to the link with your name, email address, and phone number?
Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
I'm having the same problem. I got the 65" TV the day after Thanksgiving. Every. Single. Day since I got it I have to do a soft reset (holding the power button down) to get the home button working again. I haven't tried the Bixby voice control to reset. This is frustrating to me. Calling into support is useless. I get the replace battery, do a soft reset, etc. scripts. This is not a problem with the remote itself, but definitely a software bug, causing the SmartHub app to crash constantly. I know this has already been said, but I came to that determination myself coming her looking for a fix. I'm glad to hear it's not just my unit having this problem.
Support, I sent an email using the provided link. We need a firmware update for this ASAP please.
Just purchased the 65' NU8000. Worked great the first day. Today we cannot get the home button or the voice button to work. It won't connect to the internet but was connected yesterday. Have no idea what to do but the TV is worthless if I cant get this to work. It will go back to the store soon if there is not a fix.
I did everyhting that has been listed here, unplugging, soft reset, replacing batteries. This is a fairly expensive TV and I really didn't expect to have any issues.
Any other suggestions before I call the tech support and let them tell me to do everything I just did?
Thanks
Edited: I called the Digital Television department and of course they had me unplug the TV, do a reset and pair the remote again. Her answer - send me a new remote and I should get it in about 10 days? I mentioned the issues we were having but it fell on deaf ears. She was happy to get me a remote and get me off the phone. So now I wait another 10 days and call back? Ugh! The good news is the voice command now works so I can change my input.
