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TV thinks it has internet connection and pop-up every minute…

Customer Question
TV thinks it has...

TV thinks it has internet connection and pop-up every minute to tell me the connection is broken. It thinks it is wired but it is not. How can I get the pop-ups to stop.

Technician's Assistant: What's the model number of your TV? How old is it?

Model number UN46C6500VFXZA, 7 YEARS

Technician's Assistant: Does the TV menu work? Do you have the same problem on all sources/inputs?

Have two TVs and this one is acting up. Went to menu, and internet thinks it is wired and I can not change that.

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

I got a net internet provider yesterday and it started then.

Technician's Assistant: Anything else you want the Expert to know before I connect you?

Not that I know of

Submitted: 8 months ago.Category: TV
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Answered in 4 hours by:
9/8/2017
TV Technician: Pete, Electronic Engineer replied 8 months ago
Pete
Pete, Electronic Engineer
Category: TV
Satisfied Customers: 19,997
Experience: Over 16 years of experience installing and repairing electronics.
Verified
Hello,
Is there a cable connected to the wired internet connection on the TV? If so, try disconnecting it.
How far away is the router from the TV?
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Customer reply replied 8 months ago
No cable that end of house. Three rooms - about 60 feet.
TV Technician: Pete, Electronic Engineer replied 8 months ago

Have you checked the rear of the TV to ensure something has not been plugged into it?

Can you try moving the TV closer to the router to test if it works there?

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Customer reply replied 8 months ago
There is nothing plugged in to the TV. It is a big screen TV and mounted on the wall. The TV works fine, I don't want the pop ups.
TV Technician: Pete, Electronic Engineer replied 8 months ago

To turn off pop ups, go to Settings - System Setup and set Ticker Autorun to Off.

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Customer reply replied 8 months ago
Can not find Settings
TV Technician: Pete, Electronic Engineer replied 8 months ago

What options do you see when you press the Menu button?

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Customer reply replied 8 months ago
Mode, STS Sound,antenna, plug &a play, source list, content view, legal notice. Antenna is dark and can not go there
TV Technician: Pete, Electronic Engineer replied 8 months ago

Ok, I am not familiar with that particular menu setup. Let me check with the other techs...

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TV Technician: Nathan, Installer replied 8 months ago
Nathan
Nathan, Installer
Category: TV
Satisfied Customers: 29,551
Experience: Custom home theater installer, authorized dealer top brands.
Verified

Hello, do you still need help with this?

Do you see NETWORK anywhere in the menu list? Note you should be looking with the Samsung remote's menu button (not cable/sat remote)

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Customer reply replied 8 months ago
Under Plug & Play, there is a Network, in the Network, there is Network Type (wired), Ne
Customer reply replied 8 months ago
Network setup and Network
Customer reply replied 8 months ago
Network test
TV Technician: Nathan, Installer replied 8 months ago

Okay please run the network test and let me know the results.

If it shows as not connected, then go back to network type and change it to wireless (you'll need to choose your home wifi network name and put in your wifi password).

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Customer reply replied 8 months ago
I can not change Network type. The wired has red box around it and nothing I do will change it.
TV Technician: Nathan, Installer replied 8 months ago

Okay please go into the settings menu, under support/help, and look for the Factory Reset (restore defaults) option and select that, then let me know what happens after that process is completed.

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Customer reply replied 8 months ago
As it is resetting the pop ups continue as if watching TV.. on TV menu there is no reset buttons. The Dir. TV reset did not fix the problem.
TV Technician: Nathan, Installer replied 8 months ago

If you unplug power to your cable/satellite box, and just leave the tv on (even if you get a blue screen or no signal message) does that popup continue?

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Customer reply replied 8 months ago
it does.
TV Technician: Nathan, Installer replied 8 months ago

Directv reset is not the same thing, you need to do the factory reset in the tv settings menu

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Customer reply replied 8 months ago
I unplug TV as well, plugged TV back and no pop ups, plugged Dri TV in and pop up are back,
Customer reply replied 8 months ago
If I mute the TV, pop ups stop.
TV Technician: Nathan, Installer replied 8 months ago

Okay that changes things a bit from what you mentioned earlier.

Unplug both again for a few minutes

replug tv only (or better yet, put it on something other than directv, like dvd) and leave it that way for a good 15+ minutes to observe, try putting it on mute as well, do the popups come back? Leave the directv completely unplugged during this time.

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Customer reply replied 8 months ago
TV plugged in for 15 minutes, no pop ups.
TV Technician: Nathan, Installer replied 8 months ago

Do you mean directv unplugged? nothing can pop up on the tv screen if the tv itself is physically unplugged or powered off.

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Customer reply replied 8 months ago
Power on TV for 15 minutes with no pop ups. Dri TV still unplugged,
TV Technician: Nathan, Installer replied 8 months ago

Thank you for confirming,

so that indicates at this point that it is a directv issue, not a samsung issue,

your main dtv box or "genie" usually needs a connection to your router. If the main genie (the largest of your receivers) is in another room, go unplug that for 5+ minutes and test again. If you still have the issue, then you'll next need to call directv and they will either have to replace the receiver or send a tech out to work on it for you.

Thank you,

Nathan

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Customer reply replied 8 months ago
Thank you Nathan, I will switch receivers and see if the problem follows the receiver. I will have to do that tomorrow and let you know.
TV Technician: Nathan, Installer replied 8 months ago
You’re very welcome, and good luck!
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Customer reply replied 8 months ago
I just switched receivers and pop up stayed on the same TV it has always been on. That show it must be the TV???
TV Technician: Nathan, Installer replied 8 months ago

How long was it before that happened? It is possible, but unusual if you had no popups at all with the other box disconnected.

When you moved the old box to the other tv, any pop ups in the other room?

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Customer reply replied 8 months ago
No, after 30 minutes still no pop ups. Plug other receiver to the one with pop up, they started with in 1 minute.
TV Technician: Nathan, Installer replied 8 months ago

But if you disconnect the receiver entirely, there are no issues at all?

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Customer reply replied 8 months ago
It last three to four minutes then stops.
TV Technician: Nathan, Installer replied 8 months ago

Okay that still means there may be an issue with the satellite box,

but it does also open up the the possibility of a tv issue, even if it is an intermittent one.

We will need to again try going into the samsung menu and running the factory reset option from there. It should be under the Advanced section of the menu, and then called Restore Factory Defaults.

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Customer reply replied 8 months ago
I can not find reset or restore in TV menu
TV Technician: Nathan, Installer replied 8 months ago
It is in the Samsung menu under Advanced. You have to use the Samsung remote for that. If you don’t see it there look for plug and play and then from there for an Initial Setup option.
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Customer reply replied 8 months ago
Plug & play does not have Initial Setup Option
TV Technician: Nathan, Installer replied 8 months ago

There should be an option under plug and play to restart the setup process, that is what you are looking for.

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Customer reply replied 8 months ago
I went to Tools on Samsung Remote and turned off Demo. Problem solved.
TV Technician: Nathan, Installer replied 8 months ago

That is exactly what I was trying to get you to, the demo mode would have been addressed during the factory reset process, after setting it again, the first things it asks you for is the use mode (home or demo).

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