Grommet5566 :
Title says it all. About 6 months ago my smart TV features stopped working including netflix and amazon. Whenever I try to update anything, it tells me it is not connected to the network (WiFi). Upon scanning, it will pull up options for maybe 1/3 of a second, then exits back to the main Smart TV screen.
Any ideas?
Here's what I got out of the NON superior tech support of Samsung. They have no clue what they are doing other than pass you off to Service Technician. I'm having the same issues as you have right after the firmware update!
[/b]Chat InformationPlease wait for a Samsung Agent to respond.
Chat InformationYou are now chatting with 'Barbara'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Chat InformationYour Issue ID for this chat is LTK11256011854223X
Barbara: Hi, thank you for reaching out to Samsung technical support. How may I assist you?
Visitor: I have a un32eh5300 Software version T-MST10PAUSC-2004.0 When I goto search for wireless networks it pops up and then closes. it worked for a week after update but now fails
Barbara: Hi, I understand that you are facing an issue with the Wireless Network.
Visitor: yes
Barbara: Thank you for confirming.
Visitor: I have 5 Samsung tvs ALL but this one connect. have not performed firmware updates on the others
Barbara: I see that the TV has updated Firmware version.
Barbara: Let us perform network test on the TV .
Barbara: Press Menu >> Network >> Network status and check if you getting any red "X mark" between the TV and the router and the router and the globe.
Visitor: yes ever since firmware update it fails to search for wifi network
Visitor: already have done that
Visitor: I am an expert IT administrator for the DOD. Lets get to the non obvious troubleshooting
Barbara: Are you able to see red "X mark" between the TV and the router and the router and the globe?
Visitor: it will take me directly to searching for wired network then fails obviously because I don't have a hard wire connected
Visitor: then it kicks out
Visitor: ITS A WIFI ISSUE
Barbara: Yes,I understand that .
Barbara: Are you able to see MAC,IP values in Network test?
Visitor: SINCE FIRMWARE UPGRADE., All the forums are full of people complaining about the same problem Im have with no resolution
Visitor: NO
Visitor: only in wired. NO WIFI
Barbara: Okay,let us reset the TV to factory defaults settings in order to isolate the issue.
Barbara: Note: Resetting the TV will revert all the Settings to factory defaults settings
Visitor: yes already have done that too
Barbara: Thank you for confirming.
Barbara: What is the distance between the TV and the wireless router
Visitor: its not the router of distance
Visitor: its the WIFI on the TV ALL my other Samsungs work fine which are futher away
Barbara: Let me know the distance between the Router and the TV.
Visitor: I wouldn't be on this chat if I haven't tried all this. please lets troubleshoot the NOT so obvious
Visitor: reminder! ever since the FIRMWARE update it is unresponsive
Barbara: It seems that the issue might be with the internal part of the TV, the TV needs to be examined by a service technician.Please click on the link below to file an online service request in order to get the TV examined by our service technician.
Barbara:
http
/www.samsung.com/us/support/service/request
Barbara: Is the above link accessible?
Visitor: I would rather put old firmware back on. Im don't feel it necessary to PAY for a service technician for a glitch in your firmware
Barbara: I understand your concern.
Barbara: Updating Software will remove the glitches from the TV.
Barbara: The distance between the router and the TV should be 20 feet.
Visitor: its not the router. its your firmware
Visitor: this router hasn't moved since Ive bought this tv
Barbara: Updating Firmware will improves the performance of the TV.
Barbara: Okay, please set up the manual set up of the Network.
Visitor: OKAY so can you tell me how to put the old firmware back on so I can rule out service technician please
Barbara: Click on the link be below for the instructions:
Barbara:
http/support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=341988&modelname=UN32EH5300F&modelcode=UN32EH5300FXZA
Barbara: Is the above link accessible?
Visitor: Updating firmware has weakened the performance of the TV
Barbara: Once you update the Firmware on the TV, it is not possible to put old Firmware.
Visitor: okay is there a newer version?
Barbara: The latest Firmware version for the TV is :2004.
Barbara: Please click on the link below to file an online service request in order to get the TV examined by our service technician.
Visitor: The manual ip setup is useless if the firmware glitched the wifi setup
Visitor: Is there a higher level support I can chat with please
Visitor: Are you going to pay for the service technician?
Barbara: I truly understand your concern.
Visitor: no you dont
Visitor: you are just brushing me off to a service technician
Visitor: there is a reason the firmware has been destroying many of these tvs wifi
Barbara: Please be online while I will transfer the chat to our Supervisor.
Visitor: thank you
Chat InformationPlease wait while I transfer the chat to 'Sheldon'.
Chat InformationYou are now chatting with 'Sheldon'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Chat InformationYour Issue ID for this chat is LTK11256011854223X
Sheldon: Hi, I am the Supervisor of Barbara.
Visitor: ok
Sheldon: Could you give me a few minutes to go through your previous chat session?
Visitor: please review our discussion
Sheldon: Thank you.
Sheldon: I appreciate your time and patience.
Sheldon: I see that you are facing issue with Network connection on the TV and performed TV reset with no avail.
Sheldon: Let us work together to isolate the issue.
Visitor: yes
Sheldon: As we have performed TV reset, please go ahead and un-plug the TV from power outlet for 60 seconds.
Sheldon: Waiting for 60 seconds will remove glitch from the TV.
Visitor: ok.
Visitor: unplugged
Visitor: okay im going to plug back in now
Sheldon: Sure, please go ahead.
Visitor: turn on?
Visitor: ?
Visitor: ?
Sheldon: Yes.
Sheldon: Did you power cycle the TV?
Visitor: yes
Sheldon: Does the issue persist?
Visitor: invalid mac address
Sheldon: If you get invalid MAC address, you will have to perform hard reset on the TV.
Sheldon: After the hard reset if the issue persists, you will have to setup a service call to get the issue fixed.
Visitor: the checking for wireless screen immediately closes not allowing scan for wireless networks. This problem is out all over the forums. since the firmware update
Sheldon: We do not have any reported issues about your TV model number UN32EH5300FXZA.
Visitor: so is it a coincidence that these problems came after the firmware. because had I known these issues I wouldn't have allowed the tv to perform update. I intrust in SAMSUNG to not push bad files to my tv which intern forces me to pay for service calls. I have been a dedicated customer of Samsung and direct all my friends to purchase Samsung products. this extremely upsets me when it was just fine before this
Visitor: google the forums and you will see the complaints
Sheldon: When did you purchase the TV?
Visitor: 2 years ago
Sheldon: I'm sorry for the delay. I'll be right with you.
Visitor: ok. ill send you some links
Sheldon: Thank you for confirming.
Sheldon: Please go ahead.
Sheldon: It should be a link from Samsung as we do not have access to the third party websites.
Visitor:
http/www.tomsguide.com/answers/id-2508256/samsung-smart-immediately-exits-scanning-network.html
Sheldon: We do not have control over the forums posted on the website.
Visitor: same exact problem im having
Visitor: its still an issue
Visitor: regardless. No one is posting on Samsung sight because there is no resolution to the problem
Sheldon: In this situation, contact our Extended Service Plan department at: 1-877-292-9699. SPP hours of operation: 9am to 9pm Monday thru Friday to purchase the extended warranty.
Visitor: so because you sent out a pos firmware I have to pay to fix it? this is extremely unacceptable. I will make sure I post this conversation on the forums to prove exactly the caliber of tech support that doesn't exist. the fact of the matter is your firmware is costing your customers money to have service calls.
Visitor: ironic how every this was fine until I got a forced firmware update. this is not the consumers fault but your are insisting the pay for the trust you instill in us to allow the updates to process
Sheldon: If customers are experiencing issues with their Televisions after releasing a new firmware version, we would get many customers reporting about the issue.
Sheldon: We do not have any reported issues about the firmware.
Visitor: Samsung Smart TV immediately exits 'Scanning for Network', can't get around it
Visitor: google that from your smart phone. im sure you have one of those if your are in tech support
Sheldon: If we get reported issues about a firmware version spoiling our customer's TVs either a new firmware will be released or Samsung will provide an alternative.
Sheldon: As we do not have any reported issues, we would not be able to go ahead to assist you better.
Visitor: Im a supervisor in my department and I review outside sources to better my stance on information I pass on. a good supervisor would look into this and shine in their position
Visitor: google this from your personal smartphone and tell me what you think "Samsung Smart TV immediately exits 'Scanning for Network', can't get around it"
Sheldon: I appreciate your efforts; however, we have our own limitations set by Samsung.
Visitor: in other words your lazy
Sheldon: We would not be able to go out of our boundaries.
Sheldon: We are here to help you; however, we have to work within our boundaries.
Visitor: the problem exists. Samsung forums is not the bible to the solutions. that's why other forums exist because they get no where with your scripted replies. like I said I will post this on the forums for others to feed of of.
Visitor: what boundaries. if its not on your forum it doesn't exist as a problem. Extremely nieve
Visitor: is there a beta firmware
Sheldon: You will have to wait for the next firmware release.
Visitor: any clue when that will be
Sheldon: There is no expected turn around time available for the new firmware release.
Visitor: alright
Visitor: make sure you report this issue since you seem to not have any "OFFICIAL" complaints
Sheldon: Sure, definitely.
Sheldon: I couldn't be of much help to you. Is there anything else I may help you with?
Visitor: nope
Sheldon: Thanks for chatting with Samsung Support. If you have a minute, please click on the blue “X close” button to receive the transcript of your chat and fill out a brief survey to help us serve you better.
Follow Samsung Service on Facebook, Twitter and YouTube.
Chat InformationChat session has been terminated by the Samsung Agent
Facebook
Twitter