PROBLEM :

No sound or image distortion after changing HDMI UHD Colour settings

SOLUTION :

- AGENT ONLY -

There is an issue where the TV does not generate sound after the customer has changed the HDMI UHD colour settings.

Affected models: 2014 UHD TV HU6830, HU6840, HU6900, HU6950, HU7000, HU7200, HU7250, HU8500, HU8550, HU8700, HU8750, HU9000

2014 UHD TVs are designed to support HDMI 2.0 specifications, which can accept UHD 50P/60P 4:4:4 and 4:2:2 signals. However, most external devices that customers own are for high definition (HD) or full high definition (FHD) resolution. The TV is optimized to play signals of FHD resolution and under by default.

If customers want to connect devices with 50P/60P of UHD resolution, they need to turn on the HDMI UHD Colour settings. However, customers who turn this on may not have proper sound or picture if their devices support a resolution of FHD and under.

If the customer wants to turn on HDMI UHD Colour:

1. Navigate to Menu, and then select Picture.
   
   
2. Select Picture Option.
   
   
3. Select HDMI UHD Colour, and then change the option to ON.
   
   
4. Unplug the selected HDMI cable.
   
   
5. The TV will then show HDMI UHD Colour.
   
   Note: HDMI UHD Colour is not available with the MHL port.
   
   
6. If the customer continues to experience sound and picture issues, they can change the HDMI UHD Colour setting to OFF.