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Troubleshooting

FAQs

Most Common General Topics

One of these things has likely occurred. 

  1. (MOST COMMON) The Remote is in IR Mode by Accident: The Samsung remote may be trying to communicate with the TV via Infrared (line of sight) and since the IR sensor on the bottom of the TV is covered by the frame all you need to do is CLICK HERE to ensure your remote is in Bluetooth Mode
  2. Remote Need to Be Re-Paired to the TV: CLICK HERE to see how. 
  3. Unsupported Remote:You are using some sort of universal remote Other than the Samsung Remote that came with the TV. CLICK HERE for more info on this topic. 

This is because the frame can cast a shadow on the light sensor on the bottom of the TV making the TV think the room is dark and nobody is present. All you need to do is turn  “Night Mode Off” 

CLICK HERE to see how to disable night mode. 

Through much user feedback, we have found that the majority of users really don’t utilized the motion sensor on the TV. However, there are a few options for the motion sensor on the Samsung Frame TVs. 

A) MOST COMMON APPROACH: In Art Mode you can disable the “Night Mode” setting if you choose not to use the motion sensor on the TV. The TV itself does not use the motion sensor feature when its in the TV Mode portion of the TV.  CLICK HERE to see how.

B) Add our optional Smart Room Sensor (SRS-2) as an external device to add support for this sensor. CLICK HEREto learn more. 

Even if you didn't purchase the Smart Room Sensor (SRS-2) with your frame, just reach out to our Customer Service team and they can get you one at the 60% OFF price. You'll just need to have your original order number handy.

We are pleased to announce there is no difference in our frames for Samsung Frame TVs between 2021 and 2024. The frames are interchangeable between these TV model years. For earlier Samsung Frame TVs fro 2017-2020 our frames are constructed differently so please be careful to select the correct TV model year when ordering your Deco Frame.

Not sure which model year TV you have? CLICK HERE to see how to tell the difference and how to lookup your TV model number.

Alloy Collection Specific

After receiving feedback about the initial instruction sheet that accompanied Alloy, we have discovered that there was insufficient clarity regarding the proper method for inserting the Top Frame Hooks into the top rail.

To help you understand better, we have included a few photographs of the Turquoise Alloy frame in this help article. Furthermore, we have also made improvements to the yellow graphic to accurately represent the shape of the hooks.

A) The most common reason for this is the latches may have been installed either backwards, upside down, or into the wrong side of the frame (ie: the left and right latches have become reversed)  CLICK HEREto closely watch the assembly video of the Alloy frames. 

B) It’s possible one of the sides of the frame has become bent in transit. If you disassemble the frame and lay each piece on a flat counter top, roll the piece on all 4 sides to see if any of the pieces appears to be bent. If so, please contact us to request a replacement of that bent side.

C) Locking Tabs Solution (BETA) - If the frame still is not holding tight to the Bottom left and right sides of the TV, we are testing out some new hardware if you would like to give it a try at no cost. CLICK HERE

Premiere Frame Collection Specific

Due to the bold patterns on some of the frame styles (Tuscan Gold, Tuscan Silver, Ornate Gold/Silver) it may seem at first glance as though the frame is defective if you are looking very close at the corners. However, this is not the case, but rather is simply an unavoidable aspect of these styles. CLICK HERE for a more thorough explanation and video explaining why. 

If you would like to exchange your frame for a different style OR for a refund and return label, please reach out to our customer service team for further assistance. 

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