Q950R stuck unable to use remote or app

[userpPfpmbNIDH]

I have a 55” Q950R, only 3 weeks old, and in last few days remote control symbols flash on and off the screen, now both remote controls have stopped working, (I have tried replacing the batteries) having performed a factory reset, and unable to proceed past the Select Your country option, with setup via the Samsung Smart Things app, restarted the app and asking for pin to reconnect to TV, but not accepting the one I setup as part of the reset.

I now have a 3 week old TV that is unusable.

[SamsungCaleb · Accepted solution]

I understand how this may be frustrating and want to help, have you tried following the troubleshooting steps? 

1. Reset the remote.

   Remove the batteries, and then press the Power button for eight seconds to reset the remote. Then, reinsert the batteries and try to use the remote again. Check out the user manual if you need help accessing the battery compartment.

   Alternately if you have a 2021 Neo QLED, 2021 QLED, or 2021 Frame TV (QN900A, QN800A, QN700A, QN95A, QN90A, QN85A, Q80A, Q70A, Q60A, LS03A):

   To reset the remote by press and hold Return and Enter (the center of the navigation pad) for more than 10 seconds. After performing this reset, you will need to pair the remote to the TV again. Skip to step 3.

2. Check if the remote is sending an IR signal.

   Take either a digital camera or use the camera on your phone or tablet. Point the remote at the camera, and then press and hold the Power button on the remote. As you hold the button down, look at the camera's screen. If the remote is sending an IR signal, you will see a colored light coming from the remote control.

   • If you do not see the IR light, replace the batteries with fresh ones and try again. If you still do not see the IR light, then replace the remote.
   • If your remote is not a Smart Remote, and you see the IR light, turn on your TV using the control on the TV directly. Then, try controlling the TV again by pointing the remote directly at the Samsung logo. If the remote still will not work, visit our Support Center to request service. (If your TV will not turn on when using the control on the TV, see our guide.)

   

3. If you have a Smart Remote, try to pair it with the TV.

   1. Press and hold Return and the button that is diagonally up and to the right of Return. (This is usually the button with 4 colored dots, but can vary depending on the remote) . This will reset the smart remote.
   2. Stand within 1 foot of the TV, and press and hold Return and Play/Pause simultaneously for at least 5 seconds or until a message appears on your TV indicating that the remote is now connected.

   If the remote will not pair:

   1. Unplug the TV for 30 seconds, and plug it back in.
   2. Stand within 1 foot of the TV, and press and hold Return and Play/Pause simultaneously for at least 5 seconds or until a message appears on your TV indicating that the remote is now connected.

If the troubleshooting steps did not help above then you have a couple of options based on your warranty. 

- 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 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. 

https://www.samsung.com/us/support/service/locations/