My Samsung TV only shows video playback in the upper left corner, the other three quadrants are extremely blurry. However, when I'm on the menu of...

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Customer

My Samsung TV only shows video playback in the upper left corner, the other three quadrants are extremely blurry. However, when I'm on the menu of a streaming service the entire screen displays correctly

Last updated
Charles Totherow
Samsung Expert

Hello and welcome to ExpertHelp.com! My name is Charles Totherow and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Samsung nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Customer

Hey Charles

Posted
Charles Totherow
Samsung Expert

May I have the model number of your tv?

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Customer

Photo of my screen right now

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Charles Totherow
Samsung Expert

Please allow me a few minutres to try to resolve this for you?

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Customer

by model number, do you mean model code?

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Charles Totherow
Samsung Expert

Yes please.

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Customer

UN49MU6290

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Charles Totherow
Samsung Expert

Thank you one moment please.

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Customer

What is interesting is that when im looking at menus and scrolling through any streaming service, I can see the entire screen clearly. When we watch a tv channel or try and play anything back on a streaming service, we get the image I sent you

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Customer

Thanks for looking into the issue

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Charles Totherow
Samsung Expert

MAy I ask what streaming service are you using?

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Customer

Netflix, Amazon, Hulu, all of them we can see clearly on the screen

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Customer

but AT&T, only one quadrant

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Charles Totherow
Samsung Expert

Thank you one moment please.

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Charles Totherow
Samsung Expert

You have direct tv Im assuming?

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Customer

Uverse

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Charles Totherow
Samsung Expert

Or ATT cable tv?

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Charles Totherow
Samsung Expert

Thank you for that one moment.

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Charles Totherow
Samsung Expert

So you have a cable box with it?

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Customer

correct

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Charles Totherow
Samsung Expert
 
 
Do you also have a remote for the cable box?
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Customer

I do

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Charles Totherow
Samsung Expert

One moment while I try to resolve.

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Charles Totherow
Samsung Expert

Can you change the picture setting using the cable remote?

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Customer

I cannot 

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Charles Totherow
Samsung Expert

There has to be an issue with ATT I dont see any errors with your tv itself

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Charles Totherow
Samsung Expert

How long has this started happening?

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Customer

the error occurs when i try to play anything from a streaming service. it is not isolated to AT&T

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Customer

6 or 7 days ago we noticed it happening

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Charles Totherow
Samsung Expert

One moment please.

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Charles Totherow
Samsung Expert

I recommend that we do a factory restore of the tv would that be ok to do?

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Customer

yes, should i find an article showing me how to do so or do you have a link for me to follow?

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Charles Totherow
Samsung Expert

I will get the directions for you.  One moment 

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Charles Totherow
Samsung Expert

Here are the steps

Open Settings, and then select General.

Select Reset, enter your PIN (0000 is the default), and then select Reset

. To complete the reset, select OK.

Your TV will restart automatically. If these steps don't match your TV, navigate to Settings, select Support, and then select Self Diagnosis. Reset will be located in that menu.

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Customer

those directions do not work for me

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Customer

there is not a reset menu item in the general section

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Charles Totherow
Samsung Expert

please try these:

navigate to Settings, select Support, and then select Self Diagnosis. Reset will be located in that menu.

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Charles Totherow
Samsung Expert

Let me get some more directions one moment

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Customer

thank you that worked

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Charles Totherow
Samsung Expert

PLease let me know how the restore turns out?

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Customer

Thank you so much!!! The picture is fixed

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Customer

I should have known to do this myself

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Customer

you were so so helpful

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Charles Totherow
Samsung Expert

Thank you so much for the kind words.

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Charles Totherow
Samsung Expert

 

Dear Alexander , It was a pleasure helping you with your Samsung issue today. Here is a summary of the resolution.


Issue identified : Customer tv was showing blurr in the screen


Solution Implemented :  Left replies to factory reset the tv.  The picture is clear now.

Accepted Answer


If issue resurfaces : If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-**** .

 

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