Samsung TVs with Firmware 2700 going offline if not in use

Devices & Integrations Connected Things
1

Hi Community,

Recently (2 months ago aprox) I started noticing my 2 TVs are going offline every time we turned it off and keeps in that way on ST until we turned back on. It does not goes offline immediately after turned off, time varies.

This started happening after recent firmware update on those 2, specifically 2700 version.

Specific Models affected are: UN32T4300APXPA with firmware T-KTS2UABC-2700.6 and UN55TU8000PXPA with firmware T-NKLUABC-2700.6, BT -S

I have another TV that is working just fine and does not present above issue and its connected via Wi-Fi. The TV is an UN43AU7090PXPA with firmware T-KSU2EUABC-2220.9

Troubleshoot done:

+Happened on Wi-Fi and LAN.

+Tried resetting Network config several times and same issue

+Removed TVs from ST and re-added them. Issue still happening

+Performed a Smart Hub reset on one of them and even after that still happening

+Power on with mobile checkbox has been always enabled on both TVs

+Google DNS Servers are hardcoded on my routers hence pass the info to devices

+At some point those TVs were failing on the ISP Blocking test portion on the Device Care Smart Hub Connection Test, but recently started passing all the test with no issues.

So this makes me think there is something wrong with this particular firmware and wanted to know if everyone out there with same models and firmware is facing the same issue and someone from Smart things can help as well?

NOTES:

1-I have my account accessible already for Devs/Support access.

2-The issue is not reproducible but TVs goes or keeps offline unless we turned on, and we cannot tell when it goes offline on ST, so hard to track date/time for logs collection.

Thanks,

Alejandro

2

This isn’t a SmartThings issue. You should contact the Samsung customer service.

The TV likely enters a low-power standby mode after being turned off, which disables the network connection (Wi-Fi or Ethernet) to minimize energy use. This causes it to appear offline in the SmartThings app until it’s powered back on. The delay before going offline aligns with the TV gradually shifting into deeper sleep states.

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3

Hi,

I would understand that if all the TVs has the same behavior but that is not the case.

I understand is may not be ST related, however the offline diagnose checks the Network connection portion and it passes every time so based on your statement I would expect to that fails too, however what is failing on that diagnose is the Cloud portion, so that make me think is ST has its part on it

That’s why Samsung creates “Power On with Mobile” toggle/checkbox in Network Expert Setting section on all the TVs that registers to ST. To allow that power saying not disconnect the communication with ST so we all can control the TV even when turned off

See below the offline diagnose check

IMG_4018
IMG_40181170Ă—2338 112 KB

4

I had this issue with a Samsung QN800A TV. I raised an issue with Samsung and they told me to try switching from Ethernet to WiFi connection on the tv. I didn’t expect that to make a difference but it has done, I would have imagined a wired connection would have been less susceptible to issues of this type. I appreciate it’s happening for you on both Ethernet and WiFi but I thought I’d share my experience anyway for background.

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5

Yeah! Thanks for sharing it :slight_smile: