Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

Question

Our un55es7550fx2a has black screen and continues to reboot.

Feb 5, 2015 9:26AM PST

We received an automatic update on the smart hub on Sunday and as soon as it started to install it rebooted then continued to reboot until we had nothing but a black screen. It conues to reboot about every 2 minutes. Before rebooting the small green light on the top of the tv blinks 5 times then reboots. Tried live chat on Samsung and it was like we were talking to a computer. Our TV is not that old but it is totally unusable. No sound no pictures just continuous reboots. We disconnected everything and it is a stand alone TV now, (it has a blu-ray and a Samsung speaker bar) still same thing. Powered it off all day, no change. Anyone out there can help? There were no changed hardware of software, except the smart hub update.

Discussion is locked

- Collapse -
Answer
Shoot It !
Feb 5, 2015 9:33AM PST
Devil
Digger
- Collapse -
Answer
Time to escalate it.
Feb 5, 2015 9:50AM PST
- Collapse -
Thank you for your suggestioin
Feb 5, 2015 7:37PM PST

We have tried to live chat with the support team several times and it just seems like we are talking to an automated computer. The problem is, something that was pushed to our tv totally disabled it. My husband and I are IT techs, so know the disasters of some updates, and although tv's are not computers they are closely related. My husband also mentioned that it updated the bios about the same time it updated the smart hub. Our TV is I think less then 2-3 years old and we have never had problems with it in the past.

- Collapse -
Ouch.
Feb 5, 2015 10:44PM PST

Or OOW woes (out of warranty.) I'd keep on the phone next time and maintain it worked until the firmware update (if that's true then you know to hold that line.) I can't say that some have tried to pull a fast one here but if a firmware update comes from the maker and the machine carps out, well you know my thoughts.
Bob

- Collapse -
Not a phone but a 55" tv
Feb 6, 2015 12:05AM PST

The TV was working when the smart hub and the BIOS update was pushed. Sad but true (Out of Warrentee I am sure)

- Collapse -
No BIOS.
Feb 6, 2015 12:08AM PST

For TVs and Samsung they use the term Firmware. I'd stick to their nomenclature.

I'd stick to your story it worked great till the Firmware update. Hopefully they walked you through all the resets.

ONE LAST THING. When doing the resets under their guidance, I find it best to have all ports disconnected. Nothing in those USB, HDMI and such ports.
Bob

- Collapse -
Problem with support
Feb 6, 2015 4:04AM PST

We cant get a live person that is really a live person. Yup, I disconnected everything to make sure that it would be blamed on something connected to the tv. I watched a movie the night before and my husband was trying to select one when the update(s) started.

- Collapse -
Here it's 1800SAMSUNG
Feb 6, 2015 4:22AM PST

It doesn't take too long to get a live person. Maybe this is some other country?
Bob

- Collapse -
I think Maryland is still in the USA
Feb 9, 2015 2:08AM PST

If you have a phone number we could talk to a live person, I would love it BTW this is Maryland, USA

- Collapse -
Sorry.
Feb 9, 2015 2:34AM PST

I have no direct line to anyone but the number I gave eventually gets someone.

How about the store you got it from? I could try making it their problem. That is, you ask them to support what they sold you or ask for refund for what sounds like a bad update. And yes I believe it can happen. Plenty of reports on the web.
Bob