Updated: March 30, 2023
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by Peter Davis
Tech Expert & Writer
817 resolved issues

My remote is not working with my new Samsung TV - The Frame

My Samsung Frame tv will not take me past the start page.

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, *****!
Have you checked the batteries in the remote itself?

Customer Replay

There are no batteries - this is a new TV and it is solar powered. It is fully charged.

What troubleshooting have you done so far?

Customer Replay

After the artwork comes on, it stays on for approx 3 minutes and then the TV automatically turns off.
I have also unplugged the power cords, disconnected and reconnected my wifi, plugged everything back in again. Same problem keeps happening.

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Got you
Please let me know if you see any buttons on the lower side of your TV?

Customer Replay

No it is a Samsung Frame.

Could you provide the exact model of your TV?

Customer Replay

The paperwork says Samsung 55” Frame 6 QLED TV


That's helpful, thank you.
You mentioned your remote does not work, could you provide more details on this? What happens when you click on Home button?

Customer Replay

Nothing happens when I click any of the remote buttons, except the on/off one. Normally, the home button takes me where it should but no buttons appear to be working.

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Please try to press and hold the power button on your remote until the TV turns off and on again.

Customer Replay

OK I pressed the on/off and the TV turned off. Then I pressed it again after a few seconds, and the tv turns on again. But none of the other buttons work.

No, you should press and hold the power button until it restarts itself, press and hold for 5 seconds

Customer Replay

Also, when I turned the TV on again with the on/off button, a small screen message appears on top of the picture saying “not available”.
Ok, I held the button until the tv turned off, and kept holding it down. But nothing further happened, the TV just stayed off.

Ok, turn it on again, please
What do you see now?

Customer Replay

I have turned it on again. I see the artwork page.
It is stuck on one picture for a while, then it moves to the next artwork picture. But I think that’s normal.

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To switch between TV mode and Art Mode, press Power on the OneRemote. The motion sensor detects any movement and will automatically turn The Frame on or off.

Customer Replay

That isn’t what’s happening. I press the Power button and nothing happens. If I hold it down the TV switches off.

Customer Replay

And, the “not available” message keeps appearing each time the TV comes back on.

Please unplug the TV while its on for about 5 minutes, then plug in back it
Let me know the results, please

Customer Replay


Appreciate it

Customer Replay

Will do.

Customer Replay

Ok. Done that now. Not seeing anything different unfortunately.

I see
Please check your TV again, there should be a button behind the TV screen or under the front panel of your TV
Can you locate it?

Customer Replay

Checking again

Customer Replay

Ok. The button is the same little square thing that has the on/off light. It had a tiny button behind it which I had to feel around for. So I pressed it and it seems to have reset things as the TV has come on again. Is that what you expected?

What settings do you see there?

Customer Replay

It looks like normal now, it seems to have reset itself when I pressed that little button.

Ok, so now the TV is working, right?

Customer Replay

It sure is. Thank you very much for your help. And sorry to have been so dense about it. I haven’t had this TV for very long and it is the first time this happened.

Totally understand! I am glad the issue is solved!
Please tap the "Thumb up" or "Thumb down" icon to rate this chat.

Customer Replay

Yep just done that. Thanks again.

And thank you for choosing our service!
If you have any additional questions, don't hesitate to contact us anytime.

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