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Having issues with picture and sound. It's a UHD TV series…

Customer Question
Having issues with picture...

Having issues with picture and sound

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

It's a UHD TV series 6. 6500 65OD and it will be 2 years in January

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

Menu works and yes picture problem all channels

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

Just today about 2 hours ago volume stopped working then picture was distorted

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

We moved wires around and then it worked for a little bit now it went back to not working weird picture cartoon like and no volumne

Submitted: 8 months ago.Category: TV
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Answered in 5 minutes by:
9/23/2017
TV Technician: Mike G., Technician replied 8 months ago
Mike G.
Mike G., Technician
Category: TV
Satisfied Customers: 8,135
Experience: 10 Years Audio Video Repair & Setup
Verified

Hello, I see you were chatting with the site's automated response system. I am Mike, the real life technician assigned to help you. Sorry to hear you are having problems....
Are you available to chat with me right now?

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TV Technician: Mike G., Technician replied 8 months ago

What are you watching?

-antenna

-cable

-satellite

-other

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Customer reply replied 8 months ago
available now. Still having issues it seems to come and go and right now picture looks like a cartoon however right now volumne is working?
TV Technician: Mike G., Technician replied 8 months ago
What are you watching?-antenna-cable-satellite-other
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Customer reply replied 8 months ago
Not paying anymore than what I am now we are on satellite with directv/att service which we already called and we were told it's the tv. Now tv has no volumne but picture working
TV Technician: Mike G., Technician replied 8 months ago

Please try this:

-unplug the POWER cords for the tv and directv box

-reseat all the hdmi/audio/video cables on the back of the tv and back of the directv box

-plug in the POWER cords and turn everything on

-reply back here and let me know what happens

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Customer reply replied 8 months ago
We have done that a couple of times but we will do that again
TV Technician: Mike G., Technician replied 8 months ago

Ok. If the problem continues there is other troubleshooting we can try if you are able.

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Customer reply replied 8 months ago
we did that the picture is like a cartoon the volume button doesn't work but works with sound bar and the volumne on tv is going louder and louder by itself
Customer reply replied 8 months ago
We are turning tv off again and waiting a minute and turn on again and now picture seems ok but then the tv shuts off itself and reboots itself and then goes back to a picture that looks like cartoonish
TV Technician: Mike G., Technician replied 8 months ago

Do you have something other than the directv box that you can connect to this tv? like a dvd player or bluray player etc...

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Customer reply replied 8 months ago
tv is on with volumne but we can't change channels b/c it starts all,over again
TV Technician: Mike G., Technician replied 8 months ago

Do you have something other than the directv box that you can connect to this tv? like a dvd player or bluray player etc...

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Customer reply replied 8 months ago
we have DVD player and PlayStation and Apple tv
TV Technician: Mike G., Technician replied 8 months ago

Are they currently connected to this tv? Or can you borrow one and connect it?

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Customer reply replied 8 months ago
they are all connected
TV Technician: Mike G., Technician replied 8 months ago

Do they have a clear picture and good sound?

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Customer reply replied 8 months ago
We haven't tried those and we don't really use them the kids do and they aren't home to help us with that
TV Technician: Mike G., Technician replied 8 months ago

Then you will need to wait for help from them.

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Customer reply replied 8 months ago
Ok thanks
TV Technician: Mike G., Technician replied 8 months ago

You're welcome

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