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Picture and sound dropouts with plasma PN60E550D

by fdm2000 / June 14, 2013 9:54 PM PDT

I had the TV about 5 months and for the past several days there have been picture and voice dropouts often times with the picture becoming jagged and distorted just prior to the dropout. At first I thought it was the station I was watching but it occurs on other channels as well and I have other tvs in the home and it is not occurring with them, so I have ruled out my Comcast cable service provider. Does anyone have any suggestions besides check the connections which I have already done.

Additionally I have tried to use Samsung service request web page form and it tells me that I must submit a valid serial number before I can submit the form. I have repeatedly entered the correct S/N and it is not accepted? Anyone else had this problem?

Frank

Please help
Frank

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Re: Picture and sound dropouts with plasma PN60E550D
by Samsung_HD_Tech Samsung staff / June 18, 2013 2:48 AM PDT

Hi Frank,

I'm very sorry for any inconvenience this may have caused you. Could I get some more details on how often the drop-outs are occurring? Also, what specific troubleshooting steps have you tried so far?

HD Tech

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Picture and sound dropouts with plasma PN60E550D
by fdm2000 / June 18, 2013 10:31 PM PDT

Rply to HD Tech:

Thank you for the response - the dropouts seem to occur randomly. At times there will be several repeats and then a lengthy pause, other times there is a series of dropouts. I have updated the software and made sure that all connections to my Comcast digital converter box are secure. About 3 months ago Comcast ran new cable from the pole to my home so I seriously doubt that the problem resides there. I am going to get a replacement digital converter box to rule that possibility out.

Any idea why I was unable to successfully enter the S/N into the service request form?

When I first purchased the TV I had a problem with sound only dropouts that eventually went away after a software update.

I will write back after connecting replacement cable box.

Frank

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Re: Picture and sound dropouts with plasma PN60E550D
by Samsung_HD_Tech Samsung staff / June 19, 2013 6:41 AM PDT

Hi Frank,

I don't have any idea why the service request form would have rejected your serial number.

I'll await your response regarding the cable box.

HD Tech

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Picture and sound dropouts with plasma PN60E550D
by fdm2000 / June 20, 2013 2:23 AM PDT

Thank you, I will get back to you on status.

Frank

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