Question:

How to solve issues related to no HDMI sources, ARC not working, and No Power on Q90 4K TVs?

Answer:

[Issue]: No HDMI sources, ARC not working, No Power

Models: QN82Q90RAFXZC, QN75Q90RAFXZC, QN65Q90RAFXZC

Possible Cause: The One Connect cable has been misrouted. If the cable is routed under the stand and stand neck as shown in the images below, the cable can be damaged causing some of the above symptoms.

[Solution]: Make sure the One Connect cable is routed properly (outside the stand base) as shown in the Quick Start Guide.

Do not set up service immediately. Instead, determine if the cable is incorrectly routed over the phone, and if it is, help the customer over the phone to route it correctly.

Incorrect Cable Routing:

In the photo on the right, note how the cable has been compressed by pressure from the stand neck.

Correct Cable Routing:

Below are the instructions to connect the stand to the TV from the Q90 Quick Start Guide. Note that you attach the stand to the TV first, and then connect the One Connect Cable. The cable is routed outside of the stand. A close up of the stand connection process is on the next page.

To attach the stand to the TV, follow these steps:

1.  Attach the Stand Neck to the back of the TV as shown. Insert the four supplied screws into the Stand Neck as shown in the instructions on the previous page, and then tighten each screw.

2.  Attach the TV and Stand Neck to the Stand as shown. Insert the four supplied screws into the Stand Neck as shown in the instructions on the previous page, and then tighten each screw so the Stand Neck is firmly attached to the Stand.

3.  Connect the One Connect Cable to the rear of the TV as shown on the previous page. Carefully press the cable into the grove that runs along the back of the TV, and then run it along the outside of the Stand Neck.

*For more details See Installation Guide attached.