I have a brand new Samsung TV Neo QLED 8K (QE65QN900BTXXC) since beg of January 2023 and it all worked fine until June 15th, 2023, when the Smart Hub suddenly stopped loading at start-up, as well as when pressing the Home button on the remote control.
Booting shows a blue screen with a “dancing” Smart Hub Home icon in the middle, surrounded by stars, for sometime, then an empty blue screen. No message is displayed, and nothing else happens.
All buttons on the smart remote work fine (Netflix, Disney+, Settings, etc.) except the “Home” button which has no effect.
All HDMI sources work fine.
Smart Hub diagnostics show everything is OK (network, DNS, apps, etc.). Smart Hub resets (several times), cold boot, factory reset (several times), changing Samsung accounts, nothing helps.
I called support twice. They first had me do a factory reset, which did not solve the problem.
The second had me do a “flash reset”, which did not solve the problem either.
The software says it is up-to-date : version 1503. Coincidently, the Samsung Support Firmware/Software web site shows a software update version 1503.9 available on June 12, 2023.
I tried to re-install the software update to version 1503.9 from a USB drive, but it would not accept to do it. Because it is already installed, I assume…
Could a malfunctioning firmware update be the source of the problem ?
Any idea before I call support again?
Thanks for your help