Samsung Service News

Your source for service information

January, 2015

Samsung Service News

Your source for service information

January, 2015

Inside this issue January, 2015

1 Samsung Keeps it Green in 2014

2 Samsung Welcomes Chad Tremble to Our Regional Service Management Team

3 Bi-Weekly TV Redo Reduction Webinars Continue in 2015

CE Tech Tips

4 Buzzing, Acoustical Vibration, and Mechanical Resonance in the Audio

6 Video Troubleshooting on 2014 H6400 Series TVs

8 2013 vs 2014 One Connect Model Compatibility Errors

9 Viewing 4K Content using Netflix or Amazon Instant Video Apps

12 Diagnosing Main Board Video Issues in Plasma Products using “Logic Jig” Test Patterns

16 Using Internet Speed Test Websites to Troubleshooting Network Speed Issues

18 Troubleshooting Network Speed Issues With Video Streaming Apps

HA Tech Tips

22 Stuck Freezer Drawers on French Door Refrigerators

23 Water Leaks from the Lower Door Area on WF42H6 Series Washers

24 tUH Errors in DV56H9100 Series Dryers

Samsung Service News

Your source for service information

January, 2015

The information in this newsletter is published for experienced

repair technicians only and is not intended for use by the public.

It does not contain warnings to advise non-technical individuals

of the dangers that exist when servicing a product. Only

experienced professional technicians should repair products

powered by electricity. Any attempt to service or repair a product

or products using the information in this newsletter by anyone

other than a trained professional technician could result in

serious injury or death. Information provided in this bulletin is

subject to change or update without notice.

Samsung Electronics America

85 Challenger Road

Ridgefield Park, NJ 07660

E-mail:

training@sea.samsung.com

© Copyright Samsung Electronics America 2015

Leading the Electronic Vehicle Charge

Electric vehicles, or EVs, are the future of mobility. As a participant in the U.S. Department of Energy’s Workplace Charging Challenge, Samsung is one of the first companies actively committed to providing electric vehicle charging opportunities to employees. Even before enrolling in the program, Samsung installed two electric vehicle charging stations at the Global Parts Center of America (GPCA) facility in Rancho Dominguez, Calif. This year, Samsung installed a third charging station at GPCA to keep up with the demand. A charging station was also installed at Samsung QA Lab America in Pine Brook, N.J., with plans to install stations at other Samsung offices across the U.S. and Canada.

In October, Samsung Joined the EPA to Help Raise Awareness of Climate Change

Designating October as Energy Awareness Month, the EPA initiated a “Change the World Tour.” Program partners Samsung, ENERGY STAR, the Boys & Girls Clubs of America, and local utility companies hosted events designed to make a difference in people’s lives through education and showing the power of energy efficiency and community service. Samsung, named the 2014 ENERGY STAR Partner of the Year – Sustained Excellence, and recognized for excellence in Climate Change Communications, provided a variety of ENERGY STAR-certified products in energy-saving makeovers at Boy and Girls Club facilities, and ran an ad on the Times Square billboard about energy efficiency.

Samsung gets an “A” for being one of the world’s greenest companies

Samsung takes fighting climate change very seriously – and this past October, the company was recognized by CDP (formerly Carbon Disclosure Project) for its “superior strategy to reduce their carbon footprint.” CDP is the only global system for allowing nearly 2,000 of the world’s largest listed companies to disclose, manage and share vital environmental information. Samsung’s Environmental Management System (EMS) helps track energy consumption, allowing it to closely manage its greenhouse gas emissions. This includes both direct emissions at its 89 manufacturing, R&D and production facilities, as well as indirect emissions, such as employee travel and product use.

Samsung Keeps it Green in 2014From Samsung’s Hope for Children Newsletter

1 Samsung Keeps it Green in 2014

Samsung Welcomes Chad Tremble to Our Regional Service Management TeamBy Travis Most, East Lead, Regional Service Manager

In October, 2014 Chad Tremble joined Samsung Electronics as our new Zone 6 Regional Service Manager (RSM), covering the states of Michigan, Ohio, Kentucky, and West Virginia.

Chad comes to Samsung from Sony Electronics where he was a Regional Manager. During his 24 year career with Sony, Chad honed and expanded his account management skills, managing service businesses ranging in size from small, one man shops to large scale operations such as Best Buy.

Dedicated to the core value that good relationships build great servicers and great service networks, Chad’s philosophy is defined by a commitment to follow up and to exemplary support of his assigned servicers.

Born and raised in Michigan and an avid snowmobiler, Chad currently lives in Houghton Lake, MI.

Chad Tremble, new Zone 6 RSM

2 Samsung Welcomes Chad Tremble to Our Regional Service Management Team

Bi-Weekly TV Redo Reduction Webinars Continue in 2015By Chuck Russo, Assistant Manager, Training

3 Bi-Weekly TV Redo Reduction Webinars Continue in 2015

YOU’RE INVITED...

Samsung’s Bi-Weekly 2015 TV Redo Reduction webinars begin on Wednesday, January 14th. These valuable 30 minute mini-training sessions proved effective in 2014, helping to reduce TV REDO to an impressively lower level. We expect the same in 2015.

Topics discussed have included “Hot Bulletins”, “Network Troubleshooting”, “Troubleshooting UHD TVs”, “Plasma TV Troubleshooting”, “LED Troubleshooting”, “4K” and much more.

Because we run these webinars for you, we welcome your topic recommendations. If you have a REDO reduction topic you would like us to cover, please email your topic idea to Chuck Russo at crusso@sea.samsung.com.

Upcoming Sessions

You will receive personal Webinar Invitations for each upcoming session. Sessions are currently scheduled for:

Dates Times Session TopicWed. January 14th 8:00 am / 11:00 am EST 14 2015 TV Outlook and

REDO Bulletins/RepairWed. January 28th 8:00 am / 11:00 am EST 15 TBA

Each session is repeated for the two scheduled times listed. You can select the time which best fits your time zone and schedule.

Once again, everyone is invited to attend these specialized training sessions. Join us! Learn how to reduce REDO and increase customer satisfaction while improving your Samsung status and reducing your company’s cost.

4 CE Tech Tips

Buzzing, Acoustical Vibration, and Mechanical Resonance in the AudioBy Dennis Viereck, Regional Trainer, Product Support

CE Tech Tips

Buzzing, acoustical vibration, and mechanical resonance are particular types of audio vibrations that degrade the audio performance of a Home Electronic device. (This is not a continuous 60 Hz hum.) These extraneous sounds detract from the customer’s listening experience. Technicians are often called to correct these conditions, which typically occur in the 60 to 300 Hz range.

The vibration can be caused by a number of factors. These include mating plastic surfaces next to the speakers, wires touching a speaker cone, small gaps between the front and back cabinet, loose screws, and loose or unsecured ferrite beads to name a few. Always check for Tech Tips or Bulletins on GSPN first. There is no point in reinventing the wheel if a fix is already posted on GSPN.

If there are no Bulletins or Tech Tips, then how do you locate these offending areas quickly and effectively? You do the following:

• Confirm

• Localize

• Isolate

• Correct

Confirm

To begin, be sure that all audio equalization is flat and that Surround and all other audio enhancement features are disabled. If the customer has a DVR or disc that typically demonstrates the buzzing, play the DVR or disc. The customer might report that they hear the buzzing only on certain passages of a movie or concert. In that case, replay those passages to see if you can recreate the buzz. But what if, as in so many cases, the buzzing is sporadic and not tied to a particular passage or disc? You’d be forced to listen to numerous sources and programs and wait for the buzzing to happen. This could take a quite a while and is definitely not the most efficient use of your time. Here is an alternative:

Use your Smartphone as a simple Audio Generator.

To find an app (there are around 14 available for free), just search for Audio Generator or Tone Generator in the App Store or Google Play. I have a Samsung S4 that uses the Android OS and I chose an app that works well for me called “Pro Audio Tone Generator”. It lets me generate several types of audio signals from the earphone jack of my Smartphone.

For the vibration test, you’ll need to generate a sine wave and have the ability to turn on or turn off the left and right channels independently of each other. Start at any frequency, and then increase the frequency in 0.01 Hz steps. I usually start with a frequency range of 80 to 250 Hz.

Localize and Isolate the Problem

Use a 1/8th inch stereo plug to dual RCA cable to connect the earphone jack on the Smartphone to the analog RCA left and right connectors on the Home Theater or TV. Then, feed the audio sine wave

5 CE Tech Tips

Buzzing, Acoustical Vibration, and Mechanical Resonance in the AudioContinued

into the Home Theater or TV’s analog input. Set the volume level of the Smartphone low enough so it does not over drive the input of the Home Theater or TV audio amplifier because that will cause distortion.

A sneaky way to get this audio into some newer Samsung TV’s is to use Mirror Mode. To find out if the TV supports Mirror Mode, display the source list and search for Mirror Mode. (It’s often next to the HDMI selections.) If the TV has Mirror Mode, set Mirror Mode on, and then start the tone generator App in the Smartphone. Next, go to the Smartphone’s settings and choose CONNECTIONS. Scroll down and then choose Screen Mirroring. Once the App links to the TV, all the sounds and images on the phone will appear wirelessly on the TV.

Vary the frequency until the vibration is present. You will quickly find the offending location and frequency. Apply pressure to the area or device until the vibration stops. Once the vibration stops, you’ve isolated the vibration location. Now you can formulate the corrective action needed.

Corrective Action

Depending on the cause of the problem, you may need to replace a part, isolate mating surfaces with felt tape, tighten screws, or reroute wires. After you have taken corrective action, repeat the process above to confirm the vibration is gone. There may still be some very low level vibrations, but these should be at negligible levels. You can isolate mating surfaces with felt strips. Use Samsung Felt Strip tape Kit AA60-00171C and AA63-60122L.

Icon and UI for Pro Audio Tone Generator

6 CE Tech Tips

Video Troubleshooting on 2014 H6400 Series TVs By Juan Morales, Assistant Manager, Training

Video issues on an H6400 series TV can come from various areas. To help determine which part to replace, use the Factory Mode to view the internal test patterns. The diagram below shows the video signal path used in all H6400 series TVs. Notice that there are built in test patterns in the Main PCB, as well as the T-CON board.

To enter the TV’s Factory mode, a Factory Service Remote control is recommended. Press Info + Factory on the Factory Remote or Mute + 182 + Power on a standard consumer remote to enter Factory Mode, as shown in the picture below.

7 CE Tech Tips

Video Troubleshooting on 2014 H6400 Series TVs continued

In Factory Mode, you can navigate through the test patterns by following the sequence below.

A Color-Bar test pattern located on the Main PCB can be easily accessed by pressing Mute + 147 + Mute using a standard remote control. A similar test pattern on the T-CON Board can be accessed by pressing Mute + 369 + Mute, also using a standard remote control. Remember to always check the source and wiring before replacing any boards on the TV, as these are often the reason for the symptom. Lastly, always verify the TV’s firmware is up to date to ensure proper operation.

8 CE Tech Tips

2013 vs 2014 One Connect Model Compatibility ErrorsBy Chuck Russo, Assistant Manager, Training

One Connect Cable Issues

Models: F9000 / HU9000

Symptom: The TV won’t power on or has operation errors after you have attached a new One Connect Box.

Causes:

• HU9000 series TVs will not power on if they are connected to a One Connect Box with a 2013 cable. F9000 series TVs will power on and operate when connected to a One Connect Box with a 2014 cable, but some operations may be affected, so we do not recommend it.

- Use the 2013 (braided type) cable only with 2013 UHD TVs (F9000)

- Use the 2014 (rubber jacketed) cable only with 2014 UHD TV. (HU9000)

- When upgrading an F9000 TV to an HU9000 TV using an Evolution Kit, be sure to replace the 2013 One Connect cable with the 2014 cable provided in the kit or the TV will not power on.

Important 4K Compatibility Information

• The 2013 UHD Video Pack will operate only with the Samsung 2013 F Model UHD TVs.

• The 2014 UHD Video Pack will operate only with the Samsung 2014 HU Model UHD TVs.

• When a 2013 F Model is upgraded to an H Model with the Evolution kit, the 2013 Video Pack will no longer operate.

• The 2013 4K demo that was provided to dealers works only with 2013 UHD TVs.

• The 2014 demo works only with the 2014 UHD TVs.

• Concerning new Netflix 4K streaming: The 2014 UHD TVs are compatible and will operate. The 2013 UHD TVs are not compatible and will not operate unless upgraded to 2014 with the Evolution Kit.

Important F9000 Repair Note

• Special repair note for 2013 F9000 One Connect TVs: There are two versions of the One Connect board and two versions of the Main board in the TVs. The Main board and the One Connect board versions must match or the TV will not complete the start up sequence. (it will display the Smart Logo, and then recycle power) or it will start up with a pink screen behind the video content.

9 CE Tech Tips

Viewing 4K Content using Netflix or Amazon Instant Video Apps By Bob Sindt, Assistant Manager, Training

Many Samsung 4K product owners are not happy with their viewing experience using either Netflix or Amazon Instant Video. Many are not aware of the new requirements needed to view 4K content properly using these apps.

Below is a summary of the new requirements and what customers need to do to meet the new requirements.

Netflix

Netflix now has 3 different streaming plans. To have 4K streaming, customers must subscribe to the 4 Screen Streaming Plan for $11.99/month.

Netflix also now requires a minimum Internet download speed of 25Mbps.

Amazon Instant Video

Amazon Instant Video just added 4K content (on 12/12/2014). To view 4K content, customers must update their TV software and update their Amazon Instant Video app through SmartHub.

Verifying a Customer’s Netflix Streaming Plan

1. Go to Netflix.com using the TV Browser or a PC browser.

2. Ask the customer to login, and then select ‘Your Account’.

10 CE Tech Tips

3. Click Change Plan.

4. Verify the customer’s Streaming Plan. The customer must have the “4 SCREENS+HD ($11.99/month)” plan to view UHD content.

Note: The customer can change plans on this screen if necessary.

In addition to the requirement above, Netflix users must set their streaming quality to High. You can view all the requirements for 4k streaming on Netflix at https://help.netflix.com/en/node/13444 .

Viewing 4K Content using Netflix or Amazon Instant Video Apps continued

11 CE Tech Tips

Amazon Instant Video 4K Requirements

Customers must upgrade their TV’s firmware and update their Amazon Instant Video app as noted below:

App Version: Must be 3.603 or higher

TV Firmware:

• HU9000: 1200.4 or higher

• HU8000 series: 2190.3 or higher

• HU6000 series and 7000 series: 1053.1 or higher

To view available 4k content, the customer must go to the Amazon Home panel, and then click the Ultra HD icon.

Viewing 4K Content using Netflix or Amazon Instant Video Apps continued

12 CE Tech Tips

Diagnosing Main Board Video Issues in Plasma Products using “Logic Jig” Test Patterns By Bob Sindt, Assistant Manager, Training

A useful tool for determining if the main board in a 2013 - 2014 Plasma TV is causing the video issue is the troubleshooting process known as “Operating Logic Test Patterns without MAIN Board”.

Depending on the design of the TV, the main and logic board can be combined into a single combination board or split into a separate main board and logic board. The separate main board/logic board configuration uses an LVDS cable to connect the boards together. The combination board eliminates the use of the LVDS cable. The testing procedure is different for each configuration.

Testing Logic Patterns without “Main” Process on Combination Main-logic Boards (PN60F8500)

Above: 60F8500 Plasma TV with a combination main-logic board

Even though the “Main” is part of Logic Board, you can isolate Logic from Main and trigger the Test Patterns even when the Main won’t trigger TV Power On.

The Testing Logic Patterns without “Main” process

1. Unplug the TV’s Power Cable.

2. Short pins 3 and 4 on the Logic Test Jig.

3. Locate the ‘PS_ON” pin on the connector and short the pin to the circuit ground pin on the same connector. (For example: Pin 1 to Pin 5,)

4. Plug in the Power Cable.

13 CE Tech Tips

5. If Logic is OK, “PS_ON” will trigger “VS_ON” to the SMPS, turning on the TV and starting the Test Patterns cycling from the Logic Section.

Below: The description of the Testing Logic Patterns without “Main” process found in the Fast Track for the PN60F8500 Plasma TV. Similar descriptions appear in the Fast Tracks of other TVs.

Testing Logic Patterns without “Main” Process on Separate Main and Logic boards (PA60H5000)

Above: PA60H5000 Plasma TV with separate main and logic boards

Diagnosing Main Board Video Issues in Plasma Products using “Logic Jig” Test Patterns continued

14 CE Tech Tips

Diagnosing Main Board Video Issues in Plasma Products using “Logic Jig” Test Patterns continued

In the 2014 models, Samsung again separated the Main board from the Logic board. By isolating the main board from the rest of the unit, you can isolate Logic from Main and trigger the Test Patterns even when the Main board won’t trigger TV Power On.

The Testing Logic Patterns without “Main” process

1. Unplug the AC Power Cable.

2. Remove the LVDS cable using the process defined in Service Bulletin ASC20140401001 (See bulletin below).

3. Short pins 3 and 4 on the “Logic Test Jig” (Logic Board).

4. Remove CN201 on Main Board to the SMPS.

5. Locate the “PS_ON” pin on the connector to the SMPS and short pin it to the circuit ground pin on the same connector. (For example, Pin 2 to Pin 3).

6. Plug in the Power Cable.

7. If Logic is OK; “PS_ON” will trigger “VS_ON” to the SMPS, turning on the TV and starting the Test Patterns cycling from the Logic Section.

PA60H5000 Fast Track ASC20140401001

15 CE Tech Tips

The Testing Logic Patterns without “Main” process effectively eliminates the main board by isolating the main board from the unit’s operation. The signal generated in this process is internally generated by the logic board and presented to the display panel.

If the problem is not present when viewing the patterns being generated in this test mode, the issue is in the main board or the main section of the combination board.

If the problem is present, the cause of the problem could be in the logic board or in the panel.

Diagnosing Main Board Video Issues in Plasma Products using “Logic Jig” Test Patterns continued

16 CE Tech Tips

Using Internet Speed Test Websites to Troubleshooting Network Speed Issues By Bob Sindt, Assistant Manager, Training

Many times, when you test a network connection, the connection is fine, but the speed of the upload/download may be the issue. This is especially true if a customer is trying to stream 4K video. Netflix now requires a minimum Internet speed of 25Mbps. Customers must have at least 25Mbps (Download speed) to properly stream 4k video content.

There are several websites available to you through the Smart Hub Internet browser that let you test the actual speed of the Internet connection. They are listed below.

Speedtest.net (http://www.speedtest.net/)

Pingtest.net (http://www.pingtest.net/)

17 CE Tech Tips

Use Internet Speed Test Websites to Troubleshooting Network Speed Issues continued

Testmy.net (http://testmy.net/)

Follow the instructions provided on each website to check speeds.

Teaching Customers How to Use the Speed Test Websites.

It is very important to teach customers how to check their network speeds using one of these sites. You may have good results at the time you test when you are in their home, but the customer may have poor results later when he is watching Netflix or other related programming. If the customer knows how to check the Internet speed, he can check the connection before calling for service. This may well prevent a REDO call for your company.

18 CE Tech Tips

Troubleshooting Network Speed Issues With Video Streaming Apps By Bob Sindt, Assistant Manager, Training

At time,s it can be very frustrating to troubleshoot video streaming issues, especially with the new 4K models.

For example, have you encountered a situation where one “problem” TV in a house does not perform as expected and the other TV in the house, the same model, works perfectly? You’ve done the preliminary checks on the problem TV. The Contact Samsung screen shows MAC addresses for the Wired and Wireless connections. You’ve checked the Network status and settings and everything appears to be working. Even the Service menu shows both the Wired and Wireless connections have a status of success. Where do you go from here?

There are a couple of things you can do to “see the invisible”.

The first thing you can do is utilize a mobile app known as the “Wifi Analyzer” App. You can find it in the Google Play Store. To download this app, follow these steps:

1. Open the Google Play Store App.

2. Put Wifi Analyzer in the search field.

19 CE Tech Tips

3. When the results list populates, look for the Wifi Analyzer icon to get the proper app.

4. Install the app on your smart phone

5. You should see the Wifi Analyzer App on your phone (Example below). You are now ready to “see” what the TV sees for a signal.

There are several key screens you can use to:

1. Determine Wi-Fi signal strength

2. Check for other Wi-Fi Signals in the area

3. Check for competing adjacent channels.

4. Locate Wi-Fi channels that are not being heavily used

Troubleshooting Network Speed Issues With Video Streaming Apps continued

20 CE Tech Tips

Determining Signal Strength

Start at the modem/router and verify that the cable or phone company modem is putting out a good, strong signal. It should virtually “peg the needle” when you are next to it.

As you move towards the suspect TV, you may see the needle start to drop. Things like walls, floors, and objects between the modem and TV can significantly impact signal strength.

If the signal is especially low near the TV, try moving or repositioning the modem/router. This can have a positive impact on signal strength.

Check for Other Wi-Fi Signals in the Area

Other users in the neighborhood who use the same Internet provider (ISP) will also impact streaming quality. Every user whose modem is on the same channel is vying for that same bandwidth (See Figure 1). Think of this as if you were on a multi-lane freeway. If everyone is in the right two lanes, how fast do you think you are going to be able to go? Not very. Meanwhile, the lone guy in the express lane is roaring by at the speed limit.

Check for Competing Adjacent Channels

In Figure 2, most users are using the first six channels, but there is no one on channel 14.

Locate a Channel Most Local Networks are Not Using

If the customer’s modem is using a crowded channel, as most modems are set to a default channel, the fix could be as simple as setting the customer’s modem to a little used channel (Figure 3).

Troubleshooting Network Speed Issues With Video Streaming Apps continued

Figure 1 Figure 3Figure 2

21 CE Tech Tips

Troubleshooting Network Speed Issues With Video Streaming Apps continued

Using a Hot Spot to Check TV Wi-Fi Operation

Another tool you can use to check Wi-Fi operation in a Samsung TV is the cellphone hot spot. If the TV can connect to your cell phone hot spot and stream video, this usually points to a network or ISP issue.

Summary:

The Wi-Fi Analyzer app is a great tool for troubleshooting Wi-Fi signal problems. It’s also useful for showing customers what is happening to the Wi-Fi signal before it gets to their TV and what is contributing to the problem their Samsung TV is having with its Wi-Fi connection.

22 HA Tech Tips

HA Tech Tips

Stuck Freezer Drawers on French Door RefrigeratorsBy Wes Sirois, Assistant Manager, HA Product Support

Subject: Freezer drawer stuck. Customer cannot open the drawer more than 2 inches

Root Cause: A tab on one of the covers of the freezer rails has broken. This tab then gets caught in the rail, preventing the drawer from opening. This can happen if the bottom basket is overloaded with frozen food.

Solution:

1. Force the drawer open. Do not be afraid to pull very hard. There is nothing else that can break.

2. Remove the top and bottom baskets and completely remove the drawer.

3. Inspect the rail covers, and then check for broken tabs. Replace the broken part(s).

4. Before reinstalling the drawer components, make sure that you find and remove the broken tab.

Parts Required:

DA63-06953A COVER-RAIL LOW Right DA63-06952A COVER-RAIL LOW Left

Freezer with drawer removed Left side tab Right side tab

Broken Tab, Original Cover Normal Tab, New Cover Installed

23 HA Tech Tips

Water Leaks from the Lower Door Area on WF42H6 Series WashersBy KT Lee, Assistant Manager, HA Product Support

Subject: Water leak from the lower area of the door.

Cause:

Diaphragm modification or sealing defect.

Consulting Guide:

Step 1:

Check for frame or front cover damage.

• If the frame or the front cover are damaged, then the repair cannot be in warranty because the damage was caused by improper handling during shipping or installation.

Step 2:

If the frame or the front cover are not damaged, replace the diaphragm, and then perform a Pre-Wash Test to check for leaks.

24 HA Tech Tips

tUH Errors in DV56H9100 Series DryersBy KT Lee, Assistant Manager, HA Product Support

Subject: tUH Errors in DV56H9100 Series Dryers

Cause:

• Moisture Sensor short

• A tUH Error also occurs when Test Mode is activated and the laundry in the drum comes in contact with the Sensor Bar.

Related Information

• The Sensor Dry course senses the humidity in the drum when the laundry comes into contact with the Sensor Bar on the front side. If the sensors sense that laundry is dry, it reduces drying time and then stops the cycle.

• The sensor checks the laundry once at the start and checks again before end of cycle (a total of 2 times). This may cause variance in drying time

Consulting Guide:

Step 1:

Enter Test mode. Run tSt and SPn. If a tUH Error occurs during tSt and SPn in Test mode, then the Moisture Sensor is shorted.

Step 2:

Inspect the Moisture Sensor for foreign material, and then clean the sensor.