Support directory
Samsung TV troubleshooting: issues resolved without premature resets.
Samsung Tizen TVs fail in four ways: apps that will not open, Smart Hub that loads slowly, a network that drops, and picture or sound that changes. Match yours before you reset the TV, since a reset removes every signed-in app.
AirPlay is not working on a Samsung TV
Confirm the TV model supports AirPlay, put the Apple device and TV on the same Wi-Fi, enable Apple AirPlay Settings on the TV, then update and restart both devices. Reset paired AirPlay devices only after basic discovery checks fail.
Open record Samsung Smart TV · AppsSamsung TV apps not loading: use this order
Cold boot the TV, update its software, reinstall only the affected app, and reset Smart Hub last. Menu names vary by model year and region.
Open record Samsung TV · AudioSamsung TV has picture but no sound
Unmute and raise volume, verify the selected sound output, run the TV’s Sound Test, then isolate external HDMI or audio equipment. Reset Sound settings before considering a whole-TV reset. Test with the TV's built-in apps first, since a fault only with an external box points to that box or its cable.
Open record Samsung TV · RemoteSamsung TV remote is not working or will not pair
Confirm the TV responds to its physical control, charge or replace the remote batteries, remove obstructions, then pair the Samsung Smart Remote close to the TV. A remote problem does not justify resetting Smart Hub. Point the remote straight at the TV from close range, since the first test is whether it works at one meter.
Open record Samsung TV · NetworkSamsung TV will not connect to Wi-Fi
Check the TV’s network status, confirm the network name and password, cold boot the TV, and restart the router. Reset Network—not the whole TV—only if the saved connection remains corrupted. Check the router's connected-devices list to see whether the TV appears, which shows whether it joined at all.
Open recordTroubleshooting a Samsung TV: Smart Hub, picture and sound
Samsung TVs run Tizen with the Smart Hub home screen, and a lot of problems are settled by a cold restart: unplug the TV for 30 seconds, hold the power button on the TV for a few seconds to drain it, and plug it back in. After that, Settings, Support, Software Update installs the current firmware, and Support, Self Diagnosis runs the picture test, sound test and signal check that tell you whether the fault is the TV or the source.
Find the model code first: Settings, Support, About This TV shows it, and the label on the back carries the model and serial number. Menu names change between model years and regions, so use the exact model when you follow a guide. For apps that will not load, reinstall only the affected app and check the TV's date and time and DNS settings, because an incorrect clock stops many streaming apps. For AirPlay, the TV must be a supported model and on the same network as the Apple device.
How do I run the picture test on a Samsung TV?
Open Settings, Support, Self Diagnosis, Picture Test; if the test image looks right, the fault is in the source or cable rather than the panel.
Where is the model number on a Samsung TV?
Settings, Support, About This TV, or the sticker on the back panel.