Updated: March 28, 2023
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by Mia Green
Tech Expert & Writer
612 resolved issues

I have a Samsung neo qled

i can’t get it off the hello screen

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay

*****

Nice to meet you, *****!
With the TV turned on, unplug it for 30 seconds, and then plug it back in.

Customer Replay

ok

Please keep me apprised.

Customer Replay

It’s saying hello Bonjour bad hola
sorry and hola

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Wait a few seconds and let me know if it still stuck on this screen
Is it the first time you try to use your TV?

Customer Replay

yes

Noted
Still on the Hello screen?

Customer Replay

yes

Got you
Does anything happen if you press any buttons on the remote?

Customer Replay

the volume and volume guide

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Please try the Home button on remote

Customer Replay

not changing

Noted
May I ask you to send me a photo of the TV screen?

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1128577

Thank you!
And please send a photo of your remote

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg
Size: 3542491

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THanks!
Using this button, please press up and down. Does anything change?

image

Customer Replay


No just the power button and the +|- button work

I see
Point the remote at the remote control sensor on the TV. Next, press and hold the Return and Play/Pause buttons simultaneously for at least 3 seconds. Your TV will begin syncing with the Smart Remote. Then a message will appear, indicating that the remote is now connected to your TV.

Customer Replay

got it

Is the remoted connected now? Did you get a message?

Customer Replay

yes

Now, on the Hello screen, you can choose language using up and down buttons
And proceed with setup process

Customer Replay

Got it

What do you see on screen now?

Customer Replay

it’s proceeding with the setup looks like it wasn’t connected is downloading the updated software

Ok, good
Let me know when it is done and if you have any difficulties with further steps

Customer Replay

4 mins
will do

Ok, keep me updated :)

Customer Replay

So to keep this remote charged turn it over so the light can charge it

To charge the remote, plug one end of the cable into the remote's charging port, and then plug the other end into a port on the TV or into a Samsung wall charger adapter.

Customer Replay

Got it

And you can also use a solar panel
It can be charged with both sun light and indoor light

Customer Replay

ok

And you can see how much power the remote has by pressing Home and then navigating to Settings > General > Power and Energy Saving > Available Remote Battery.

Customer Replay

I’m all set thanks a lot

Is there anything else I can do for you today?

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