Samsung

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Allshare thumbnails back from deletion

by TechHiker / December 17, 2012 10:57 AM PST

UN40ES6100 LED TV

AllShare sometimes resurrects thumbnails that were deleted and displays them in error over other pictures. I've been trying to figure out how to reproduce this problem but it's difficult, it just happens sometimes. Several days ago I viewed 5 images of green numbers 1 through 5, removed the thumbdrive with those pictures, then deleted the thumbnails.

http://veiks.com/forumphotos/3/allshare.jpg

This picture is an example of what happens. The thumbnail with the 2 was deleted several days ago, but re-appeared in place of what should be a thumbnail of brain coral.

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Re: Allshare thumbnails back from deletion
by Samsung_HD_Tech Samsung staff / December 18, 2012 12:32 AM PST

Hi TechHiker,

That's a very strange issue. Thanks for the picture. I'll pass it along to the testing team. Perhaps they'll have some idea what's going on here.

HD Tech

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Allshare thumbnails back from deletion
by mart_nl / March 15, 2013 3:03 AM PDT

@ HD Tech / @ TechHiker

I have exactly the same issue. This is a privacy issue as well. If you ever sell your tv, the next owner will see your private pictures randomly appear on any given "video" thumbnail.

Factory reset, Smarthub reset of Service reset does not work.

Please fix this !

Kind regards,
Martin

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Re: Allshare thumbnails back from deletion
by Samsung_HD_Tech Samsung staff / March 15, 2013 7:12 AM PDT

Hi mart_nl,

I just tried the process myself since you're concerned. While the Smart Hub reset didn't touch them, the factory reset cleared the data completely from the TV (UN40EH5300). So the factory reset should work.

HD Tech

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Allshare thumbnails back from deletion
by mart_nl / March 15, 2013 8:02 PM PDT

Hi Tech,

Thank you for responding so quickly and taking time to investigate.

I'm using the UE32EH5300. So this might be different.

As mentioned, Factory reset / Service reset / Smarthub reset nothing helps.

It takes some effort to reproduce this problem. The UN40EH5300 might also bring back the thumbnails if you follow this procedure but I'm not sure. For my system it does.

- Insert USB device with pictures
- View them (say 10 or 15 pictures)
- Notice they are in "MyList" Last viewed
- Remove thumbnails one by one (should include remove all button !)

Now do a Factory reset, or any reset you can think of (I've tried all even from service menu).

All thumbnails are now gone in AllShare.

- Use AllShare to navigate to movies and view movies (I use XBMC but I guess anything will do)

There is no need to view every movie 100%, just a second or 2 is enough to make it appear in the "MyList" Last viewed.

I didn't count them, but try to view at least 10 or more. I'm not sure if watching the same movie will produce a thumbnail every time otherwise make sure you have at least 20 or so movies (or copies of the same movie)

Eventually, after 10 or perhaps 20, thumbnails randomly get overwritten by a thumbnail from the pictures you've seen earlier.

This behaviour is not consistent in this sense that I can tell you how many video's you should watch to reproduce. However, it is consistent very much in showing your previous shown pictures as thumbnail over your 'video thumbnail'.

Last time I did every reset in the book (and the ones not listed) it took a week and about 40 or 50 video's and nothing happened.

I thought I fixed it with some reset. Then, I watched a movie that somehow produced a thumbnail on it self (usually video's don't show thumbnails beside the default movie thumbnail).

I didn't really take any notice of it, however I did wonder how this movie got a thumbnail that actually belongs to the video.

About 4 or 5 movies later, the problem started to reproduce again.

So it's somehow related I think. Perhaps viewing 1 or 2 images in between the sequences triggers the bug.

However this may be, thing is ... Thumbnails are not erased ... ever. They may seem erased and I can easily understand how you think factory reset fixed it. But they are in fact not.

I really wonder where they are stored and why AllShare is placing older thumbnails from pictures on movies that have no thumbnail.

I think this is because it incorrectly thinks it's related. I don't mind it doing that, as long as Samsung introduces an option in AllShare "MyList" to reset the thumbnail system and clear the cache.

I've been opening a ticket in my own country for this with Samsung, only to have the Samsung tech reply that the smart TV does *not* cache thumbnails. And this is related to AllShare PC Software. Which I don't use (I use XBMC). They simply state "SmartTV does not store data".

It does. I understand reproducing is not simple, but perhaps this helps. I've seen this issue come up on multiple forums, and I hope I can contribute to a fix for this.

Kind regards,
Martin.

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Re: Allshare thumbnails back from deletion
by Samsung_HD_Tech Samsung staff / March 18, 2013 12:53 AM PDT

Hi mart_nl,

I see the predicament you're in. The problem is that I simply can't help you with it because I support US products. If this were a problem with a US product, I could pass it along to the appropriate team, but as your product is for somewhere in Europe (I assume the UK), I can only pass it along to the support team you've talked to.

HD Tech

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Re: Allshare thumbnails back from deletion
by TechHiker / March 18, 2013 11:12 AM PDT

Mine is a US product. UN40ES6100 Only minor differences between what Martin is describing and what I see. He views videos and I view pictures. I don't use XBMC. This will happen even when only using thumbdrives. No PC software at all. This is a problem with the TV.

Either way, the thumbnails come back after the pictures have been deleted. It's hit and miss, sometimes it takes a while for it to happen again. But it does happen occasionally.

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Could this be a UN40ES6100FXZA ?
by R. Proffitt Forum moderator / March 18, 2013 11:15 AM PDT
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RE:Could this be a UN40ES6100FXZA
by TechHiker / March 18, 2013 9:48 PM PDT

Yes, mine is a UN40ES6100FXZA.

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Allshare thumbnails back from deletion
by mart_nl / March 18, 2013 6:25 PM PDT

@ HD Tech / @ TechHiker

Right. This is not a specific television issue or some specific country issue. This issue is AllShare software related (on the TV itself) the software that connects to your XBMC, USB Stick, USB Harddisk or whatever.

But doesn't seem Samsung takes privacy all that serious.

Someone at Samsung that is bugfixing this software needs to add some option to fully erase the thumbnail data. Because it's just not completely erased.

There is no use in pushing this issue to another country because the model doesn't fit your support or being pushed back again with a comment the TV doesn't cache or keep any private data. It does and this IS a Samsung problem. World Wide as I see.

Kind regards,
Martin (The Netherlands btw)

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Re: Allshare thumbnails back from deletion
by Samsung_HD_Tech Samsung staff / March 19, 2013 12:24 AM PDT

Hi mart_nl and TechHiker,

There is actually a benefit from approaching it from many different countries: Samsung regionalizes their software, so if you report it from many different countries, the problem will come in from each country so they know it's a global problem rather than a regional one.

Specifically to the request for a delete-all button, I've done what I can do: I passed the feature request along to the product specialist in the US.

As far as an immediate solution, the factory reset worked for me, so if anyone else is concerned about this, they should use that as a solution.

HD Tech

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