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Aric, Technician
Category: TV
Satisfied Customers: 44442
Experience:  15+ years in the field. Owner of AV Installation, OEM and Repair company
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The picture is off. Audio is on but there's no image,

Customer Question

The picture is off. Audio is on but there's no image
JA: What's the model number of your TV? How old is it?
Customer: Samsung un58h5202af
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: Trying Netflix....
JA: How long has this been an issue? What happened right before this popped up?
Customer: When I came in the morning the audio was off but picture was on
JA: Anything else you want the TV expert to know before I connect you?
Customer: So I messed around a bit and finally just turned the tv off and on again Netflix is ok
Submitted: 6 months ago.
Category: TV
Customer: replied 6 months ago.
I went into Menu Picture and I see Picture Off but can't turn it back on
Customer: replied 6 months ago.
The tooltip says I can select anything on the remote except volume and on/off ant it will turn back on but that doesn't work
Expert:  Aric replied 6 months ago.

Hello, My name is ***** ***** I'll be assisting you. I'm sorry you're having problems. I'm reviewing your details now and will reply shortly.

Expert:  Aric replied 6 months ago.

You mentioned Netflix is okay now- so what is it you're trying to view at this time? Is it a cable Box?

Expert:  Aric replied 6 months ago.

By far the most common cause of this problem, is a glitch in the cable box processing.

Please follow the steps below:

1) Shut the TV off, and then disconnect the cable/SAT box AND the TV from power (unplug their power cords).

2) If using an HDMI cable, disconnect and reconnect the HDMI cable on both ends when the cable box is unplugged from power (make sure it's secure on both ends).

3) Press and hold the power button on the TV itself (not the remote) for 10 full seconds while the set is unplugged, then release the power button.

4) Plug the cable box AND the TV back into power, then turn the TV on and attempt to watch a program.

Expert:  Aric replied 6 months ago.

Feel free to reply back if you need more help, or want to reply back with more details. It does not cost you anything more to reply back once you've rated. Please do rate me positively (at least 3 STARS) and I will continue with you on this as needed. The positive rating ensures I am credited for my work.

Customer: replied 6 months ago.
Please cancel this request. I rest the hopper and now it works
Expert:  Aric replied 6 months ago.

I posted to reset your box as the answer.

Expert:  Aric replied 6 months ago.

Then you replied 25 minutes later and said it worked. Could you please kindly rate my service positively?

Customer: replied 6 months ago.
Oops, I didn't see your response till after it was resolved, oh well.
Customer: replied 6 months ago.
I don't seem to be able to rate, button isn't active.
Expert:  Aric replied 6 months ago.

Sorry about that, the rating should be active at this point if you wanted to rate me.