DTV Product Training “Troubleshooting Issues”

1. DTV Product Training“Troubleshooting Issues” Samsung Electronics AmericaCustomer Care CenterNew Hire Orientation

2. Training Objectives • Discuss key questions to ask the customer before troubleshooting • Understand the top difficulties customers have and the main reasons they call • Learn troubleshooting solutions to the most common customer issues • Discuss Top NDF drivers and the correct resolutions • Discuss Special Case Issues: • LCD capacitor • Plasma red dot, etc

3. Key Questions to Help Prevent NDT • Some key questions can help accurately determine whether or not the Samsung TV needs repair service. • What is the signal source? • This question helps identify if the issue may be related to the connected device or the connection itself. • Does the issue occur on all signal sources? • If an issue occurs on only one source, it is more likely to be caused by the connected external device rather than the TV itself. • Did the issue occur suddenly or gradually? • Issues that occur gradually are more likely to require repair service, while sudden issues are more likely to be related to settings or other system changes.

4. No Picture • When a customer indicates there is no picture displayed, clarify the situation by asking, Does anything at all appear onscreen? • "Weak or No Signal", "Check Signal Cable" or similar messages indicate that a sufficient signal is not being received on the current input source. Depending on the actual root cause, possible corrective actions include: • Powering on the external device • Changing to the correct input source for the external device • Checking the connections of the current input source

5. No Picture (continued) • If no messages or boxes are appearing, have the customer press the Menu button on the television itself. • If the menu system appears, this indicates that the television is working, and may be receiving a blank image from the external device on the current source.

6. No Picture (continued) • When there is no picture or the TV appears to have no power, checking the Standby indicator light (usually located on or near the Power button) can help determine the source of the issue. • If the Standby indicator is on, the television is receiving power, and is simply in the powered off state. • If the indicator is blinking, the television is still in the process of powering on, which may take up to 15 seconds. By default, a melody is played while the TV powers on to let the user know that it has responded to the command to power on. • If the Standby indicator is off, and the television is on, this is normal.

7. No Picture (continued) • If the standby light has turned off, and there is still no picture on the TV, press the menu button on the remote control. • If the menu appears on screen then the issue is with either a connection or the source. • If the menu does NOT appear on screen then the issue is with the TV and service is required.

8. Picture Quality 1080p 1080p 1080p 480i 480i 480p • Many customers purchasing their first high definition television will contact us after discovering that the picture quality in their home environment does not meet their original expectations. • "Why doesn’t my HDTV look like it did in the store?" • "I paid a lot of money for HD, why doesn’t it look worth it?" • The answer to these kinds of questions is most often related to the incoming signal. Picture quality depends on input signal quality. • In order to provide high definition picture quality, an HDTV must be connected to a HD signal source, using an HD capable connection, displaying content that was recorded using HD equipment.

9. Picture Quality (continued) • Customers may state that compared to the old analog set, the picture quality is worse on their new set. • This occurs because digital televisions will show noise and problems with the incoming signal that the previous television was not precise enough to display.

10. Picture Quality (continued) • One of the most common picture quality problems, clusters of squares appearing onscreen (generally during very fast or complex scenes), is an example of this point. • This effect is caused by the way the provider compresses and encodes the video. There is nothing the television, or the customer, can do about this.

11. Brightness Issues • If a customer complains that the picture on their TV is to dark even though the Brightness setting is very high this may be due to the Energy Saving Mode feature of Samsung TVs . • This feature allows the user to adjust the amount of energy the unit uses to operate. • Higher settings reduce the amount of power used by the television, and also reduce the brightness of the screen image. In dark viewing environments, this may make the image more comfortable to view in addition to the energy saving benefits. High High Medium Medium Low Low Off Off

12. Brightness Issues (continued) • If the customer complains on a 2010 or 2011 TV that the brightness of the picture changes, or states that the brightness changes based on the amount of light in the room, this may be due to Eco Sensor. • This setting allows the television to automatically adjust picture settings based on the amount of light in the room.

13. Self-Diagnosis • Beginning in 2009, Samsung TV’s have a Self-Diagnosis feature that can perform both a picture and audio test, depending on the customer’s problem. • This feature helps isolate the source of the problem letting the customer determine whether the cause of their audio or picture problem is their TV or something else (e.g., external devices, connections, cables, etc). TV Main Menu TV Sub-Menu

14. Self-Diagnosis – Picture Test • When troubleshooting a customer’s picture problem, have them run a Picture Test in their self-diagnosis menu. • The picture test should produce a clear, crisp picture. • If the problem with their picture does NOT appear on this screen, then the issue is NOT a problem with their TV, but with an external device, connection, or cable. • If the problem with their picture DOES appear on this screen, then something is wrong with their TV.

15. Self-Diagnosis – Picture Test (cont’d) • Note: There are 2 different types of pictures that a customer will see when they run a picture test, depending on what model TV they have: • Lower series TVs simply display a test bar pattern. • Mid-level and higher series TVs show the beach scene.

16. Self-Diagnosis – Picture Test (cont’d) Examples of TVs failing the Picture Test: Blotches Appear on the Display Right Side of the Screen is Dark

17. Self-Diagnosis – Sound Test • When troubleshooting a customer’s audio problem, have them run a Sound Test in their self-diagnosis menu. • The sound test should produce a clear melody through the TV’s speakers. • If their audio problem does NOT occur when playing the sound test, then the audio issue is NOT a problem with their TV, but with an external device, connection, or cable. • If their audio problem still occurs when playing the sound test, then something is wrong with their TV.

18. Self-Diagnosis – Menu Location • Where is the self-diagnosis feature located? • It’s located under the “Support” menu which is the bottom heading on the main menu screen. • To get there, navigate to the bottom of the main menu screen:

19. Self-Diagnosis – Menu Location

20. Self-Diagnosis – Menu Location

21. Self-Diagnosis – Menu Location

22. Self-Diagnosis – Menu Location

23. Self-Diagnosis – Menu Location

24. Self-Diagnosis – Menu Location

25. Self-Diagnosis – Menu Location

26. Self-Diagnosis – Menu Location

27. Self-Diagnosis – Menu Location

28. No Power • When the customer reports that the television cannot power on, check the Standby light; if it is lit up, the unit is receiving power. • If they have not already done so, ask the customer to press the Power button on the TV itself. If this works, the problem is with the remote control, rather than the TV.

29. No Power (continued) • If the Standby light is not lit, and the unit is off, the power outlet may be the issue. To determine if the issue is with the Television or the outlet. • Ask the customer to disconnect the power cable from both the TV and the wall, wait 30 seconds and reconnect firmly without plugging the unit into a extension cord or a power strip. • If the TV powers on without the power strip, then that power strip is defective that plug on the strip is defective. • If the unit still does not power on, ask the customer to plug another device into the outlet that the TV is plugged into. • If other devices do not work, we have demonstrated that the power outlet is the source of the issue, rather than the television.

30. TV Turns off on its own • If the customer complains that the TV turns off by itself, this may be due to a timer being set to automatically turn off the TV. • Inform the customer to go to the Menu, Setup, Time, and Timer to see if a timer setting was made to automatically turn off the TV at that time. • If the customer states that the Timer is not on, and the TV continues to randomly turn off, ask the customer what type of connection they are using. It is normal for the TV to turn off by itself to save energy if the signal is lost for 15 minutes with RF or coaxial connection. • If the TV still turns off at random intervals download and install the latest firmware before scheduling service.

31. No Audio • When there is no audio at all from the TV’s own speakers, check the Mute, TV Speaker / External Speakers, and MTS settings. If these are set correctly, check if issue occurs on all signal sources. • If the issue occurs on a single source, the connected device (such as a DVD player or cable box) may have its own internal volume control, which may cause the TV to output no audio if set to zero. • Make sure that the audio cables have been connected correctly to the inputs for the selected source; TVs have multiple audio inputs, whether AV (red / white), HDMI, or Digital Optical Audio. • On 2008 models, if the customer attempts to increase or decrease the sound volume, and a headphones icon appears on the volume bar, try inserting a headphone plug into the headphone output jack, then removing it.

32. Not receiving channels • If the customer complains that they are not receiving all of their channels check the following: • Make sure their coaxial cable is connected securely. • Select the correct Antenna setting (Air or Cable) in the Channel menu. • Make sure the customer selects the correct Cable TV signal type (STD, HRC and IRC ). • Auto Program the channels

33. Not receiving channels (continued) • If the customer is using an over the air antenna verify that the Antenna is positioned correctly: • Advise the customer to use the website of Antennaweb.org. (If the customer does not want to or is unable to access the website on their behalf. • Antennaweb.org will inform the customer the type of over the air antenna they require and what direction the antenna needs to be in to receive a signal. • Unlike analog over the air channels which will tune in as “fuzzy” digital channels require a strong signal to broadcast an image to the TV. • Based on the customer’s area they may have to have to move their antenna from one direction to get one range of channels to a separate direction to get their remaining channels, this is normal for all Digital Televisions.

34. External Device Settings • In addition to the aspect ratio setting, external devices may have other settings which can create the appearance of a problem with the television if they are not correctly configured. • Such settings may be found as buttons or switches on the outside of the device, or even on AV switchers and third-party cables. • These settings include: • Output signal (s-video, component, HDMI, etc) • Output resolution (480, 480p, 720p, 1080i, 1080p) • Output mode (interlaced vs. progressive) • Some of the most common symptoms of these settings being incorrect are: • No video, even with the device powered on and the correct source selected on the television • Solid-colored or discolored screen images

35. 60Hz – Refresh Rates Issue: • A customer owns a TV with a refresh rate of either 120Hz or 240Hz, but the info box on their screen displays 60Hz. • He wants to know why his refresh rate is only 60Hz when he paid extra money for a TV with a higher refresh rate. Solution: • Explain - • The 60Hz information on their screen refers to the refresh rate of the incoming broadcast signal. • Their TV will up-convert that signal to either 120Hz or 240Hz depending on their TV’s capabilities. • There is no way to change the information on their screen to display either 120Hz or 240Hz. The 60Hz refers simply to the incoming signal and does not indicate the actual refresh rate performance of their TV.

36. Shop Mode • The Shop Mode function resets the picture settings to the factory default settings. • This mode is intended for use with store display models so that the television will always have the optimal settings for the in-store display. • When the TV is set to Shop Mode, the TV will return to its factory default settings every 30 minutes or every time the TV is powered off. • Note: If a customer is complaining that the TV is not retaining any changes to the TV’s options, the TV is probably in Shop Mode. • Customers can accidentally put a unit into Shop Mode by selecting it during the initial setup (Plug and Play) or by holding the Menu button on the television for seven seconds.

37. Shop Mode (continued) • If the customer uses the Info button on the remote control, the information window shows that the picture mode is "Shop Mode", and "Shop Mode" may sometimes appear onscreen. • To turn off Shop Mode on 2007 or later models, press either Volume button, and while the volume bar is onscreen hold down the Menu button on the side of the TV for seven seconds. When "Dynamic" appears onscreen, this indicates that Shop Mode has been successfully disabled.

38. Factory Reset • 2008 and later Samsung TVs offer a Factory Reset function which is customer-accessible. The Factory Reset can resolve a variety of issues that may be caused by improper settings or internal errors in the television, such as picture, audio, or channel problems, or system freezing. For this reason, a Factory Reset should be attempted before repair service is dispatched. • When the Factory Reset is performed, the TV returns to the same state as when first purchased, and all customer settings are lost. The customer should be made aware of this before performing the reset process.

39. Factory Reset (continued) • To initiate the Factory Reset, press and hold the Exit button on remote control for 10 seconds. • A confirmation message will appear onscreen. Select OK to perform the reset. • The TV will turn off automatically. When it is turned back on, the Plug & Play setup function will automatically begin, indicating a successful reset.

40. “My TV Stand Does Not Swivel” The stand will not swivel when the TV is not mounted on the stand. The stand will only swivel when enough weight is applied to the bearings that provide the swivel function. Have the customer put the stand onto the TV and try again. The stand should swivel 20 degrees in either direction when the stand is parallel with the TV. If the stand does NOT swivel after the stand has been installed, please double-check to make sure that their stand is supposed to swivel.

41. Firmware • Many issues, whether on a TV, Blu-ray player, or other device, can be resolved through updating the unit’s Firmware. • What is Firmware? • Firmware is simply software that controls an electronic device. • Samsung has a team of engineers that continually evaluate our products, note any issues, and write new firmware that addresses those issues. • Devices can have their firmware updated after point-of-sale. • Generally speaking, there are 2 types of firmware: • Firmware that is designed to fix a problem (ex: Plasma red dot issue). • Firmware that adds additional features (ex: updated Smart Hub apps).

42. Firmware (cont’d) • When would a customer need to update their firmware? • If they are having problems or want to add new features. • Before scheduling service, check whether firmware is available. • How do you get firmware? 4 Methods: • The customer can download firmware from www.Samsung.com • If the customer’s device is connected to the internet, they can download firmware directly to their unit. • If the customer’s TV is in warranty, you cansend them a USB thumb-drive that has the firmware preloaded. • For Blu-ray players and Home Theater systems, you can send a firmware CD.

43. Top NDF Issues

44. Reducing NDFs • NDF stands for “No Defect Found.” • NDFs occur when an ASC goes to a customer’s house and determines that there is no problem with the unit. • Not only do NDFs cost Samsung a lot of money, but they also frustrate our customers. • As a Tier 1 agent, one of your top missions is to prevent NDFs.

45. Reducing NDFs - Customer Psychology • Preventing NDFs requires a combination of product knowledge and soft skills. • Product knowledge allows you to both quickly and confidently assess the situation and educate the customer. • Soft skills involve persuading the customer that it is in their best interest to resolve the issue over the phone. • Resolving the issue over the phone: • Saves them time & money; they don’t have to take time off work. • Saves them frustration: • “I have to take a vacation day from work to schedule a tech visit!” • “I can’t use my TV until the tech arrives in 4 days!?” • Equips them to better understand and enjoy their product.

46. Suggested Guide Camera Test Remote Doesn’t Work? Remote Test To the naked eye Through a Camera lens - Don’t automatically send a new remote - IR is an unstable signal - High chance of user error (low Battery, IR sensor blocked, too far, etc) - Have them point the remote control properly at the sensor on the TV

47. Customer’s Language: Darkens Picture gets dark Goes Dim □ Customer’s TV Bright to dark Eco Sensor measures the light in your room and optimizes the brightness of the TV automatically to reduce power consumption. Casue Turn off Eco Sensor 2011 : Menu  System  Eco solution  Eco Sensor 2010 : Menu  picture  Eco solution  Eco Sensor Suggestion Response time : ~15 Seconds to dim

48. Customer’s Language Holes not aligning Holes not line up Screws are too short Screws will not fit into TV Casue Misinterpretation of the guide Verify customer’s installation method Slide the Guide Stand inside of the TV Suggestion (Wrong Way)

49. Customer’s Language Components do not work <Back of External Device> Black and white <Back of TV 2011> AV1 works but AV2 doesn’t work

50. Customer’s Language Previous image remains Ghosting Customer’s TV Picture Jumping During Fast motion Some signals won’t work with the ‘Auto Motion Plus’ features. Casue Turn off AMP 2010 / 2011 : Menu  Picture  Picture Option  AMP off Suggestion ‘Gladiator’ with Ghosting