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".
There is no exact ETA, for most escalations like this we say it can take 5-7 business days. But in some cases, it can take much longer. It just depends on how the development and engineering teams decide to proceed with the fix. I personally belive that @userGvx43lhapW is right and that the fix will be sent out in an update. But I have no way to confirm 100% until after the specialists return to us with some answers.
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.
5 - 7 business days...? I have been waiting for an answer for nearly a month... Some of us even longer... Except if you live outside the US that is. We spent a lot of money on this product and expect it to work as advertised. A "smart TV"? Not so much...
I am following as we have same issue with a newly bought 75” QLED. Home button worked for 3 weeks, then stopped. Tried everything based on this forum and nothing worked. Need the softwsre update! Might take the tv back if no update soon.
Our Q6FN has this issue since 2 days ago. The smart hub does not come up. I can still use voice commands. I reset the smart hub, unplugged the tv, etc, nothing fixes it. We have a ps4 connected to the TV so we have just switched to using that for streaming, but this situation is ridiculous...
Same problem just started for us today. Many have said restarting Smart Hub with voice works. If I press the voice button the remote I get "experiencing technical difficulties" message. I tried unplugging the TV. I get the same result using the remote or the Android App. What next??
So I was instructed by Samsung to update my firmware from 1202 to 1209.. I had exhausted all other methods.. Anyway I am on 1209 now and no change. Home and Source buttons unresponsive..
Hey guys, our specialists have a fix. They are recommending a remote reset through our remote support team. They can be reached by calling our television department at 800-726-7864 directly. Please keep us posted if they don't help when you call or if the fix doesn't work.
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.
I don’t think the remote is the guilty here since some us hear the sound of the home menu but nothing else. So we don’t see the menu but we can navigate through it anyway.
Apologies for any confusion, in this case it does not mean the remote control. This is a remote reset done through remote connection where an agent will remote into the TV over the telephone and will complete the reset on their end.
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.
Apologies for any confusion, in this case it does not mean the remote control. This is a remote reset done through remote connection where an agent will remote into the TV over the telephone and will complete the reset on their end.
Hi. Is this remote reset somehow different than doing a reset on our end? I’m growing tired of typing in usernames/pw’s for the various apps. I don’t want to go through this again and again if it doesn’t work.
