**This is an old revision of the document!**

SAMSUNG screen: troubleshooting guide

This guide is intended for whom is responsible of maintenance / support of screens (usually the integrator)

  • Red LED of screen is on steady: it means the screens is in standby mode. It might have been turned off via the remote control, the physical button or via a timer OFF or AUTO POWER OFF feature ⇒ turn the screen ON
  • Red LED of screen is blinking: it means the screens has been switched from zebrix to another external source (HDMI, DP, etc.) and there is no signal, the screen has turned off its panel and is waiting for a signal ⇒ switch the source back to zebrix
  • LED off, black image, black icon on the zebrix CMS: the screen is currently not showing any content (out of schedule or bad use of schedule or tags) ⇒ fix the problem on zebrix CMS
  • LED off, black image, blue icon on zebrix: there is probably a problem with the content, check the content and follow the steps of this guide
  • LED off, black image, grey icon on zebrix: there is probably a problem with the screen, check the power, follow the steps of this guide
  • Content is displayed on screen but grey icon on zebrix CMS and red corner displayed on the screen : the screen is not able to access to zebrix server, check the network, network settings and internet connection.

Check the firmware version, the current recommended firmware is the 2070.3 :

  • Either, you can install it remotely from the CMS using HARDWARE TOOLS > FIRMWARE > 2070.3 in the list > INSTALL
  • or, You can install it from USB drive on premise using the following procedure : Samsung SSSP USB Firmware Upgrade

+ next step

Check the screen settings, go to the screen menu:

  • AutoPower OFF should be OFF (this will avoid screen to go to deep standby mode off for power saving after a 4, 6, 8 hours delay)
  • AutoPower ON should be ON (this will allow the screen to automatically turn on after a power failure/cut, useful when the location in turning to power off at night)
  • Check if there is any OFF timers that may have been configured by the customer, removed them ⇒ HOME button > Timer > Timer off (this will avoid screen to automatically go to standby at a certain time)

It didn’t help ? go to the next step.

Empty the cache from the CMS:

This will erase all media files and force the display to download everything again. Zebrix application and configuration will remain intact.

HARDWARE TOOLS > REMOTE > Empty cache

It didn’t help ? go to the next step.

Proceed to a factory reset

Using the following procedure: Factory Reset for a Tizen/SSSP screen After the procedure, you’ll face the initial configuration wizard and have to reconfigure the screen: language, time/date setting, entering zebrix URL, etc.

It didn’t help ? go to the next step.

Consider replacing the motherboard of the display by SAMSUNG

The screen is probably having malfunction ask SAMSUNG service to replace it.