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3D Is Ghosting, Blurry, Or Doubled Even With The Glasses
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Question:

What should be done if the customer experiences ghosting images or blurry 3D pictures even while wearing the glasses?

 

Answer:

Subject:  3D Is Ghosting, Blurry, Or Doubled Even With The Glasses

If the customer is complaining about ghosting images or blurriness there is a new firmware available for all 2010 3D LED sets that adds enhanced 3D picture quality and can correct this problem.

Have the customer update the firmware on their TV to the latest version.

This new firmware adds the 3D Optimize option to the 3D menu.

To access 3D optimize follow these steps:

  1. With the TV turned on press the MENU button. [The Main Menu Will Appear]

  1. The TV will have the "Picture" Portion of the menu highlighted by default, press ENTER button. [The Navigation bar will highlight on the right side of the menu]

  1. Use the up or down arrows to select the 3D option in the menu, and then press ENTER button. [The 3D menu will appear on the TV]

  1. Use the up or down arrows to select the 3D option in the menu, and then press ENTER button. [The Optimize bar will appear on the screen]

  1. Use the left or right arrows to move the bar between -1, 0, +1
    • -1: This option should be used when the TV is first turned on or if the TV is operating at a temperature below 95° F
    • 0: This option is the default for the TV and should be used when the TV is operating around it's standard operating temperature of 95° F
    • +1: This option should be used when the TV is operating at a temperature above 95° F

 

Write down the TV's Picture and Audio settings before Factory Reset

Before performing a factory reset, it's important to make note of the Picture and Audio settings that the customer has changed since they will be reset to default. After the factory reset, the customer can set the Picture and Audio settings back to their preference.

 

1. Write down the Picture settings.

Navigate to Settings > Picture.  Or press Menu and navigate to Picture.

  • Make note of the Picture mode: Dynamic, Movie, Standard, etc.
  • On some models, you will need to select Expert Settings before the rest of the picture settings will appear.
  • Write down the values for all the listed picture settings. These may include:
    • Backlight, Brightness, Contrast, Sharpness, Color, and Tint
    • Auto Motion Plus
    • Contrast Enhancer
    • Color Tone
    • White balance
    • Gamma

2. Write down the Sound Settings.

Navigate to Settings > Sound (Audio).  Or press Menu and navigate to Sound (Audio).

  • Sound Mode: Surround, Movie, Standard, etc.
  • On some models, you will need to select Expert Settings before the rest of the sound settings will appear.
  • If the customer uses the TV speakers, and made adjustments to equalizer or woofer, record the values.
  • HDMI Input Audio format, Digital Output Audio format, and Audio Delay are important settings for connected devices and external audio (soundbars and home theater, so be sure to record what those are set to)

 

 Verify and look up the Customer's network name and password

TV is connected to the internet via a wired connection

    If the customer's TV is connected to their internet router or modem with an Ethernet cable, you do not need to gather any information. However, you do need to remember this, and have them disconnect the cable after performing the factory reset, and reconnect the cable when you connect the TV to the network during the initial (re) setup.

 

Wi-fi name and password on the router

    Most Wi-Fi routers come with a network name (SSID) and password printed on the label which is located on the back or the bottom of the router. Many customers will use the default SSID and password when setting these up, so you can have them look there to obtain their info. Generally, if they changed it, they will know what it is.

 

 

Look it up in Windows 11, 10, 8, or 7

If the customer does not know their information, but they have a PC running Windows 11 or 10 that is connected to the same network, these steps can confirm their network password:

 

  1. Click Start and then select Settings > Network & Internet > Status > Network and Sharing Center. (In Windows 11, search for Control Panel, then select Network and Internet > Network and Sharing Center.)
  2. In Network and Sharing Center, next to Connections, select your Wi-Fi network name.
  3. In Wi-Fi Status, select Wireless Properties.
  4. In Wireless Network Properties, select the Security tab, then select the Show characters check box. The Wi-Fi password is displayed in the text box.

If using Windows 8, or 7. You need to open Control Panel > Network and Sharing Center. From there, you can follow the same steps 2 - 4.

 

Look it up on a Mac computer using Keychain access

    1. Search for Keychain Access using the search icon.
    2. Click on System, then Passwords under Categories.
    3. Find the network name in the list of items that appear and open it.
    4. Click Show Password.
    5. A box will appear asking for a username and password for authentication. This would be the user's Apple username and password. Enter both to proceed.
    6. The password will now show in the dialog box next to "show password."

 

 Make a list of TV apps and retrieve account credentials

What apps do not need to be downloaded?

Recommended apps or the most popular apps come pre-installed on the TV and will not need to be downloaded after the reset. These include:

 

      • Netflix
      • Hulu
      • Prime Video
      • Apple TV/Music
      • Vudu
      • HBO Max

This is just a list of some of the most popular apps. Some of their most used apps may still be pre-installed. If they had the app before the reset, they can search for it in the app store after the TV set up is complete.

 

Look up and retrieve Samsung Account and App account user names and passwords on your computer or mobile device

Chrome Browser

  1. Click the Chrome menu button in the top right of the chrome browser (3 dots) and then click Settings.
  2. Under the Autofill section, click Passwords. All of your saved passwords will be listed.
  3. You can scroll to the password you need to view i.e. Samsung, or Netflix and click the show password button (eyeball). You will be prompted to enter your computer password.

This can also be done using the chrome browser on your android phone following almost the same steps. Passwords will be located under Basics and when you view the password, you can use your fingerprint instead of entering a password if you registered a fingerprint.

 

 Mozilla Firefox

  1. Click the Firefox menu in the upper right corner (3 lines).
  2. Click Logins and Passwords.
  3. You can scroll to the password you need to view i.e. Samsung, or Netflix and click the show password button (eyeball). You may be prompted to enter your computer password.

 

Safari (Apple)

  1. Click the Safari menu button in the left of the screen (next to the Apple logo).
  2. Click Preferences.
  3. Click the Passwords tab.
  4. Enter your computer password to see the list of saved passwords.
  5. Scroll to the password you want to view and click it to view.

 

Microsoft Edge

  1. Click Start and then search for and then open Control Panel.
  2. Click User Accounts in the top right corner of the menu.
  3. The second section listed is titled Credential Manager, in this section click Manage Web Credentials.
  4. Search or scroll to find the login info you want to see.
  5. To view a password, click the arrow next to the website you want, then click Show next to the Password line.

 

 Internet Explorer

  1. Open Internet Explorer and click Tools (the gear icon).
  2. Open Internet Options, and then navigate to the Content tab.
  3. Look for the AutoComplete section and click Settings.
  4. In the new box that appears click Manage Passwords.
  5. Search or scroll to find the login info you need.
  6. To view a password, click the arrow next to the website you want, then click Show next to the Password line.

 

 App Accounts aren't stored on the web browser

For any account information that they are unable to find stored in their internet web browser, they will need to visit the website for that app. On the account login page, there will be an option for What is my username? or I forgot my password.

 

Remote in to the TV and perform a Factory Reset

 

1. Open the Remote Management software on your PC.

Click the RM button in GCIC to open the Remote Management system. Then you will be ready to receive the code from the customer's TV.

 

 2. Navigate to Remote Management on the TV.

Depending on the TV there are a few ways to do this. The easiest way is listed first but have the customer try multiple options if the first few do not work:

 

    • Using the TV remote, press and hold Home for more than 5 seconds or until the remote management screen appears on the TV screen.
    • Using the TV remote, navigate to Settings > Support > Remote Management.
    • Using the TV remote, press Menu then navigate to Settings > Remote Management.

 

 3. Accept the Terms and Conditions on the TV.

The TV will display an option to accept the T & C for remote management before generating the code that is needed to connect. Press enter to accept the terms and display the code.

 

.

 

4. Enter the code into the Remote Management system.
 

The TV will display an 8 digit code. This needs to be entered into the remote management system on your computer for you to connect to the customer's TV.

 

 

5. Start Remote Control in the Remote Management system.

    1. After you enter the PIN, the information page on the remote management system loads. At the top select Remote Control.
    2. A black TV screen appears, but to see the customer's TV screen, click the play button that is above the TV screen image.
       
    3. The customer's TV screen appears and you can control the TV using the remote to the right of the TV screen.

 

6. Factory Reset the customer's TV.

    1. Select Factory to the right of the TV screen to open the factory menu on the customer's TV.
    2. The Factory menu loads on the TV with Option automatically highlighted.
       
    3. Option is selected on the factory menu
    4. Press Enter one time using the remote in the remote management system to enter the Option menu. Factory Reset is automatically highlighted.
    5. Press Enter again to select Factory Reset and you will see that Factory Reset is the only option left on the screen.
    6. Press Enter one last time to complete the factory reset.

 

Set the TV back up

 

1. Pair the Smart Remote if the TV has one.

If the TV has a Smart Remote, it needs to be paired to the TV again after the factory reset. If the TV does not have a Smart Remote, skip to step 2.

 

    1. Point the Smart Remote towards the TV.
    2. Press and hold the two buttons on the left and right of the home button for more than 5 seconds or until a "remote is paired" message appears on the TV screen.

                   

Note: The buttons are generally Return and Play/Pause but may vary based on the remote they have. However, the location is always the same.

 

2. Select the language.

The first step of every TV set up is selecting the TV's language.

 

    • On some older models they will actually select the language such as English, Spanish, or Korean.
    • On the newer models, they will select the word "Welcome" as it appears in their chosen language.

 

3. Connect to the internet.

This is where things may vary. However, no matter what appears next on the TV, the next thing you want to do is connect it to the internet.

 

Connection Guide - Skip for now.

 

Set up your TV with SmartThings - Skip for now.

 

    1. If the customer is using a wireless network, they can select their network from the list of available networks and, when prompted, enter the password (which we should already have or know how to get).
    2. If the customer is using a wired network, have them connect the ethernet cable to the ethernet port on the back of the TV or one connect box.
    3. Once the connection is successful, continue to the next step.

 

4. Accept the Terms & Conditions for Smart Hub.

Now the customer will be presented with the Terms & Conditions (T&C) for Smart Hub. For some customers, not getting T&C was the reason for them to do a factory reset to begin with. If these show now and they are able to, select Agree to all. Then this is a good sign that the factory reset worked for those that had that issue.

 

    • Select Agree to All and move on to the next step.
    • If the Terms & Conditions don't load or show up on the customer's TV, set up a Service Request ticket.

 

5. Complete the setup.
 

From here, there are a few things left to do, and they vary depending on the model year of the TV you are dealing with.

 

Important: Not all of these appear on every TV.

 

    • Configure your TV - This is asking the customer to select either Antenna, cable, or display only. Choose display only for now and complete the setup to test whether the reset corrected their issue.
    • Sign into your Samsung Account - If prompted to sign into the Samsung Account, enter the credentials that were collected earlier.
    • Enter Zip code - Enter the zip code.
    • Update your TV - This can take a while to check for updates, so select Update later and they can check for updates another time.
    • Personalize your Smart Hub - Here they select some of the apps they want to appear on their home screen. If they see some they remember using, they can check them before moving on.
    • Test your Remote - Generally the final step of the step up process. They may need to press volume up once to have the final Next appear.

The TV is now set back up and you will need to confirm if the issue that was being experienced has been corrected by the reset.

 

 After the Factory Reset, see if the image is blurry or pixelated

Once the reset is complete and the TV is setup again the customer needs to confirm if the image is no longer blurry or pixelated. They will need to reconnect their Blu-ray player or cable box (if those devices were being used). If the menu was blurry and pixelated then hopefully we have already confirmed whether or not the image looks better.

 

  • Open the on screen menu and confirm that it looks normal. If it looks blurry or pixelated, create a service request.
  • Play a Blu-ray disc on the blu-ray player to confirm that it is not blurry or pixelated any more. If it still appears blurry and pixelated, create a service request.
  • Check some channels on the over the air TV stations to make sure they are not blurry or pixelated. If one channel does appear blurry or pixelated, make sure to check multiple channels, but if several channels are still appearing blurry or pixelated, create a service request.

 
 
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