Samsung forum: Samsung Remote Not Working Properly

I have the same problem with my UN55ES7100FXZA. Works fine if I use a remote app on my phone, but with the Samsung remote I have no control over streaming video apps at all. I can start them, but once the video starts, the only way I can control it or the volume is to use my phone. Total pain...

i am also having a problem with the remote. it does not work once watching amazon instant video. tv is un55es7100

Hi nephronaut,

Is your problem like this video? http://youtu.be/IAk6lCR9O00?t=55s

HD Tech

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yes , when i start to watch on amazon prime the remote stops working. i cannot even exit or shut off the tv. my other cable remote also does not function for the tv. i downloaded the samsung remote app to my ipad and that does work!!

Hi nephronaut,

OK, you feel up to making a video showing the app working but the physical remote not working?

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i need directions on attaching video, or i can email it

http://youtu.be/ULhdM8QKjfk

this is the video of remote not working

The videos are nice, but why do you need them? The descriptions on here more than adequately describe the problem. Same problem has been mentioned numerous other places on the Web...

And at least a link to the other discussion.

Model un60es7100 - remote works fine except when using an app. Everything is fine up to the point that the app starts steaming something. Best bet is using the iPad or Android apps to control it, then I can still control the tv when the app is running and streaming something. My example apps are TedTalks, Netflix, and YouTube.

I am experiencing the same problem. IN this case I am running the Amazon app on smart TV and streaming an HD video over WIFI. And,yes, the TV responds just fine if I am watching a program via my STB.

The TV either does not respond or will respond to 1 out of 20 or so commands from the remote. It doesn't seem to matter what button you push (normally volume... but even pause or mute does not respond).

Like Mato above, I can exert control using the myTifi Remote app on my iPhone.

Samsung HD Tech... what do you want to see in a video?

Hi jetfried,

Please do. We've simply been unable to replicate the issue thus far, and we've had little data to do so.

HD Tech

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HD Tech...

What do you want to see on the Video?

I am running version 001025. Issues with non-response to the remote occur when I am running HD video thru Amazon Instant Video on Smart TV. In my case I am using WiFi for connectivity... and I am thinking that this may be part of the problem... If I use WiFi and SD video on Amazon, it appears that the TV responds to the remote a more regularly than if I am watching HD.

Note also:
- that the red LED on the bottom right corner of the screen normally flashes when the TV is reading the remote. However, when the TV is not responsive to the remote, the red LED does not flash.
- When I pause the HD video then the TV is very responsive to the remote.

-Jetfried

Hi jetfried,

My wishlist of things to see would include:

- start with a shot of this Smart Hub details by going here: Smart Hub > Tools > Settings > Properties > Details
- demonstrate you're navigating through the Smart Hub Menu without a problem
- open up Amazon Instant video app
- show remote with a button being depressed for a simple function and the TV not responding
- continue by showing the lack of the red LED flashing on the TV
- point the remote into the camera show the IR bulb; it'll actually flash purple (not visible to the naked eye)
- switch to iPhone in frame with the same command being sent to the TV and the TV responding

HD Tech

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HD Tech

I am using an iPhone to do the video... so I cannot easily show you the app working...

At the following link you will see at least most of what you are looking for...

http://youtu.be/IAk6lCR9O00

I hope this helps.


Jetfried

Hi Jetfried,

Thanks so much! This is the first solid data we've actually got on this issue. I forwarded this along to our testing team. So they may have more questions.

HD Tech

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HD Tech,

Today I set up Networking via hard wire to the TV (up til now I have been using wireless networking). Running the same test as before I have no problems with the remote.

My conclusion is that the remote control issue is with the TV... When using a wireless network while watching something that is data intensive... the TV can't service the infrared remote at the same time as the wireless input.

My two cents, anyway.

Jetfried

Hi Jetfried,

That may be so. If you'd like to make a video also demonstrating this issue with your model, I'll be happy to send it along.

HD Tech

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Bah, had too little sleep last night. I realized right after I posted this that you were the same use who posted the video. -- HD Tech

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I have the same problem. When streaming with amazon app I have no remote control function. Wired or wireless. I have firmware 1025. Tv says there are no new ultes

Tv says no new updates.

I'm not sure what Version I'm using, but almost EVERY time I use apps on the TV, it makes me update something before I can use it. Literally several times a week. This can't be normal. Even Microsoft isn't that annoying...

I'm finding the "updates" to be terrible as well. I kept getting a pop up every 5 minutes on my new TV that AN UPDATE WAS READY, PLEASE TURN OFF AND ON TO INSTALL IT, which did nothing. Every 5 minutes. No NO THANKS **** OFF button.

Had to download and put the update on a USB stick to make the TV shut up. I'm regretting this 1400 dollar purchase more and more. SHould have bought a new sony.

I have been dealing with this issues since November. I had first reported the issue via telephone support on December 2. I understand you have never heard of the issue, but support was WELL aware of this issue back then. I was assured the issue would be fixed in an update on Dec 16. Never happened.

I find it both insulting and unacceptable to not have a fix, have such poor collaboration between support, and by not providing a full refund to all of the customers who paid a couple thousand dollars and that are now left to bath in your mess. Step up to the plate and do something.

-very unsatisfied customer.

P.s. I bought 3 of these poorly engineered televisions

55un7100

I am streaming movies from my personal PC using the Samsung ALLShare. Once the streaming begins the remote control becomes almost useless. It is very obvious that the cpu is either maxed out or something to that nature.

Notes(While movie is streaming):
1. When attempting to change the volume I sometimes have to mash the buttons 10times or more just to get the volume to change 1 bar. NOTE-If I use the controller built in to the back of the tv the volume is MUCH more responsive but there still is a little lag.
2. When opening menus such as 'tools' or 'Menu' I have to press the buttons several times before there is a response and when the Menu/Tools window opens it does so in a very slow lagging way. The same thing you would see on a PC if your processor is maxed and you try to open close folders or windows.

Overall the remote is useless while streaming movies. I cant change the volume or do any typical functions such as search/fast forward/pause which is KILLING my movie experience which is the only reason I even bought the TV.

Serial # Z5HP3CAD106519A
Firmware version 1026.1
Smart HUB version 4.5311-5.0