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Question

Problems with image on Samsung UN55ES6500

I've contacted Live Chat on Samsung's support site two times about a problem I am experiencing with my Samsung UN55ES6500 and am so far quite disatisifed with the responses I am getting from their technical support.

Here's the issue, and I've described to them in great detail what the issue was already:

Whenever I connect a device to the TV via HDMI (1, 2 or 3), regardless of if it's connected directly or via my receiver, if the device is set to output to 1080P, which the TV will read 60P in the top-left corner, I get this strange image jumping. I'll get little black and kind of green streaks that go across the screen. The devices that I am connecting to the TV are a PS3 and PC, both support full 1080P and both have worked flawlessly since getting the TV in July 2012. It seems a week or so after applying the October 2012 update, I am now having this issue. I've tried new and different HDMI cables, I've reset the picture settings and the entire TV to default settings, but with my devices set to 1080P I still get the screen defects. Now, if I manually set these devices to output to 1080i instead, there is no image artifacts on the screen.

The only thing I've gotten out of Live Chat have been to reset picture settings. The second person I spoke with recommended I could schedule a service request. I informed them that I didn't really want to have someone come out to fix the issue because I don't personally believe it's a physical defect. Not if I can make it disappear by modifying settings; especially seeing that it seems that it was a software update that threw it out of whack. I asked them if there was a possibility of having someone remote into the TV, if they could possibly see the things that I'm seeing, and they stated again that I would have to set a service request (whereas the first person I spoke with said that she could provide that service if it was necessary).

Follow up note. I've already updated to the latest firmware, made available November 1st, and that was a bust; it hasn't remedied the issue. I know the devices are fine, they work fine with the same settings on other TVs I have in the house; just not this one.

Again, since I have a workaround in place by setting my devices to 1080i instead of 1080p, I'd prefer not to go through the hassle of scheduling on-site service. Instead, I'd rather have someone actually 'Listen' to what I'm saying, and even attempt to escalate the potential problem up the chain to the engineers that develop the firmware updates. Not sure if these forums are still monitored by the HDTech guy, but if you are still there, any input you might have on this situation? It would be greatly appreciated.

Any others out there with the UN55ES6500 experiencing any strange artifacting since updating to the newer firmwares?

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All Answers

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re

In reply to: Re: Problems with image on Samsung UN55ES6500

firmware 1024 fixed the same issue with my plasma Happy
Thanks for looking into it.

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fixed, only kind of...

In reply to: Re: Problems with image on Samsung UN55ES6500

I upgraded to firmware 1024, reset my PS3 to 1080P and bam, still the same thing. Still same jittering.

I went in to the Smart Hub and went into the Sync Plus software again and disabled it, then, reset the PS3 to 1080P no jittering this time. So, it is fixed, but only kind of. A problem still exists, with the Software on the TV.

Can we PLEASE PLEASE PLEASE not be forced to install apps on our televisions? And even if we are forced to install apps, please give us the capability of deleting what we don't want or need.

There is an App Store on the TV, I would like to be able to just browse it for new apps, not have new apps be automatically installed, and break something, and have me think for weeks that something is physically wrong with my tv.

Please, please, please: please bring it up to those that need to hear, that we don't want these applications installed, or in the least, we want the ability to remove whatever we want to remove.

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issue not resolved

In reply to: Re: Problems with image on Samsung UN55ES6500

updated to new firmware, reset PS3 to output in 1080P, it still flickers if the SyncPlus app is active. I disabled the app last night and it started working. The wife just called me and said the TV is flickering again. I walked her through disabling 1080P on the PS3 again, and setting it to 1080i and its working.

I'm sorry, but issue is not resolved.

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Re: issue not resolved

In reply to: issue not resolved

Hi neowire, OK, thanks for the feedback. I'll pass it along. -- HD Tech

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HD_Tech...

In reply to: Re: issue not resolved

HD_Tech,
Looks like my issue was that the SyncPlus software kept enabling after power cycling the Tv. I went in and turned it off again and I un-accepted the agreement and so far the picture is good. Whatever this app is doing its causing the issue and I would personally recommend forcing a firmware update or SmartHub update which forces this software to be removed from all Samsung TVs. Working in tech support my entire life...not everyone is so understanding with this kind of stuff. Many non-technical people who end up purchasing these TVs are going to end up returning them when they notice this.

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Re: issue not resolved

In reply to: HD_Tech...

Hi Neowire, thanks for the additional feedback. I'll let the appropriate people know. -- HD Tech

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More problems with SmartHub...

In reply to: Re: issue not resolved

Occasionally while I'm watching anything, be it OTA TV via regular Antenna connection, or PS3 via HDMI; the SmartHub pops up briefly on the screen and then goes away.

Why is this plagued with so many software issues? It's pretty ridiculous. I'm starting to regret buying a SmartTV;my DumbTV that I replaced it from; it's still working perfectly fine. I just wanted to upgrade from 52 to 55 and to get a slimline LED, instead of LCD.

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same issue-

In reply to: More problems with SmartHub...

I have never had so many issues with a TV!!! But atleast you know its firmware (again) because mine is doing it too. I got email advising me there was an update this past weekend (12/15). Im not sure if update has gone through and or if that was to resolve this issue (smart hub blinking). I kinda feel like a guinea pig, helping samsung test their product, with no benefits at the end. Samsungs smart TV was a bad decision on my part, Im realizing too many issues come up, I should of just kept using my blue ray for access to online features. Sad

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Smart hub it is not

In reply to: More problems with SmartHub...

I am having the same problems over the last few weeks.

You know when I first bought my TV a few months ago, out of the box it work great and it was the best TV I have ever had. Now some items in Smart Hub did not work like I wanted them (Like YouTube) and there were several apps that were missing (Amazon video which has now been added, and Google plate still missing) but I did not have any problems with the tv until these last few firmware updates. they appear to be going backwards and making stuff worst not better.

Lets see, due to SyncPlus with ties into Yahoo, and I do not ever plan on using, I can not have any source broadcasting and its full potential. Now when I am watching anything I get the smart hub screen popping up randomly. What is next add a worm up time of 5 min to the tv.

Stop force installing anything that makes it worse, and stop forcing me to have stuff installed that I do not plan on using. Let me remove it.

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Re: More problems with SmartHub...

In reply to: More problems with SmartHub...

Hi neowire,

Sorry for the continuing problems. This issue is supposed to get fixed with a Smart Hub update very soon. I'd even go as far as using the adjective 'imminent'.

HD Tech

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just putting this out there...

In reply to: Re: More problems with SmartHub...

I know with Christmas and New Years and all of the holidays around this time of year, expecting anything to get done within a certain amount of time is pretty unforeseeable, but just putting it out there that the random SmartHub pop-up is still an issue.

One positive thing is for the FIRST time ever since getting this TV and performing firmware updates; the most recent firmware update did NOT wipe out all of my picture settings that I had entered. That was getting incredibly annoying! I'm hoping it sticks with any future updates as well.

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Re: just putting this out there...

In reply to: just putting this out there...

Hi again neowire,

It's fine that you point that out. I don't mind whatsoever.

HD Tech

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Question

In reply to: Re: just putting this out there...

Will there be an official alert or documentation whether on the support site or here when the update for SmartHub is released?

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Re: Question

In reply to: Question

Hi neowire,

I asked the product specialist this question, and he said when you start up Smart Hub, you'll see a message "Updating the Sync Plus App". There will be no prior notification through email or otherwise.

HD Tech

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issue remains...

In reply to: Re: Question

Just checking in...issue remains...SmartHub still pops up...When I was asking before about receiving notification about the fix, I just meant if there might be somewhere on these forums or whatnot where we would see if it was supposed to be fixed. I've gone into the SmartHub many times, haven't received any updates for it recently. Tried clicking Tools and seeing if manual checking for updates was possible and it wasn't either.

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more problems

In reply to: More problems with SmartHub...

While watching TV yesterday, a message popped up saying removing apps. Today I went into Smart hub and noticed some items missing and others are mrssed up, like YouTube being labelled Netflix, and Netflix labelled Pandora.
I am still having the problem of smart hub just popping up.

Is Samsung trying to make a great TV a piece of junk?

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Re: more problems

In reply to: more problems

Hi ddgiant,

There was a problem with Smart Hub over the weekend. Let me know if you're having any continuing issues.

HD Tech

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More problems

In reply to: Re: more problems

I finally went back in the other day and it did re-install the missing apps, and sync plus. I had to go into Netflix and Pandora and they update and I had to reset it accounts. I uninstalled sync plus again. And it was back to only main problem being smart hub popping up after turning the TV on.
Today I was watching blu ray and getting bad screen flicker. I went in to smart hub and sync plus was back. Uninstalled it once again, and back to only major pain of smart hub popping up.

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syncplus

In reply to: More problems

ddgiant,

Make sure you go in and un-check the accept agreement for the sync plus, otherwise it will keep turning on when you turn your TV back on. Then your screen flicker will go away.

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more problems

In reply to: syncplus

When the sync plus was first installed I did accept it, but after reading this string and others I went in and unchecked it.
About 2 or 3 weeks ago I discovered that I can go into the main app market and select it from there and actual uninstall it.
With the problem over the weekend, when it was fixed and up and running correctly again the app reinstalled. I re-uninstalled it. Then yesterday it re-installed it self again. When I went into the app it was already unchecked. I went back into the app market and uninstalled the app once again.
Thanks for the advise, but when ever it is installed I make sure it is unchecked due to the app has major problems. PS even if it did not have any problems it is an app I do not plan on using and would like it not to be installed at all to begin with.

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Sync plus isnt going away

In reply to: more problems

Yahoo gave Samsung a ton of money for this disaster. So its not going anywhere and will be forced upon you again and again. You will have to uninstall it everytime. Yahoo paid too much money to not have it that way. The "imminent" patch has not resolved the blinking issue. ANYONE who reads this. I would wait on Samsung Smart TV until they can figure out how to make it work correctly. I have owned TV for 2 1/2 months and I think I have had atleast one issue everyday. (1080p flicker, media hub pulling up consistently)

To be fair, Picture looks great, but I really regret getting "smart tv"

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