Volume 4, Issue 5 Consumer Electronics Newsletter
May 2010
Samsung Electronics America
Samsung Tech Talk
Your source for service information
Network Failure...Or Not?
Inside this issue:
Michael Vigliotti
Network Failure...Or Not?
1
News from the
Zones
2
Field Service ReOrganizes RSE
Structure
3
On-Line Training
on SPS-TV!
5
3D Glasses Compatibility 101
6
Hot Tech Tips
7
Easy Fix for Fluctu- 10
ating Picture
Brightness
How to File Claims 11
for Parts Bought
from GPCA
Samsung’s 3D
Shuffle
12
Product Support
Internet content is growing in popularity, and
many customers are calling on Samsung to
troubleshoot their Internet problems. Given
the complexity of Internet connections, how
can you tell if the problem is caused by the
customer’s TV or Blu-ray Player or the customer’s network? And what does it mean
when the network test fails? If you have
been asking these questions and more,
please read on.
If the customer complains about slow or non
-existent Internet service, the first thing you
should do is run a network test. This test
has four parts:

MAC Address confirmation

IP Address check

Gateway Ping check

Internet Access Test
If all four pass, the customer’s network is
working properly, but if one fails, it is
marked with an ―X‖. The reasons for test
failures—and what to do about them - are
discussed below.
MAC Address Failure
A MAC Address failure is perhaps the easiest to troubleshoot and usually the only failure caused by a defective Samsung unit. If
a customer is using a wired connection, a
failure usually means that the TV or BDP’s
main board was incorrectly labeled with a
unique Serial Number. If resetting the network does not fix the problem, you’ll have
to replace the main board to fix this issue.
If the customer is using a wireless connection, the problem could be caused by
the Wireless Linkstick. Replacing the Linkstick could solve the problems as well.
IP Address Failure
An IP Address Failure is usually caused
by poor communication between the Samsung device and the access point (router
or modem). If the customer is using an
Auto IP configuration and you see 0.0.0.0
listed as the IP, this usually means there
is no physical connection to the router. If
you see an IP starting with 169, this usually means the physical connection is
there, but there is a router failure. Unplugging all devices (Modem/Router/
Samsung unit) and rebooting the system
typically fixes these issues. It is also important to re-seed the LAN connections if
the customer is using a wired network.
Gateway Ping Failure
A Gateway Ping Failure typically occurs
when the network connection is 100%
correct (IP Address check passed), but
the actual connection is poor. This means
the Samsung device can see the access
point, but cannot make a connection be-
Volume 4, Issue 5 Consumer Electronics Newsletter
Samsung Tech Talk
Network Failure...or Not?
News From The Zones
Continued
RSE Agents
All Zones
cause of some sort of failure. To fix a Gateway Ping
failure, follow the same steps as IP Address failure
above. Also check to see if Network traffic is high and
bandwidth is low. If the customer is using a wireless
connection, make sure the router is in range. If the customer is using a wired connection, you should test another device on the network to see if that device can
work properly.
Zone 1
Internet Access Test Failure
The Internet Access Test is the final check. If all the
earlier parts pass and this part fails, it means all settings
are 100% correct, but there is currently limited or no
connection to the access point. To troubleshoot this
error, you should first perform all the steps described in
the IP Address and Gateway Ping sections. If the Internet Service Test continues to fail, you should check to
see if the network has any firewalls that prevent access
by third party devices.
Network Speed Test
Don’t forget that all 2010 models have a brand new network speed test built into the Samsung Internet@TV
engine. If a customer complains that his or her streaming video is lagging or buffering, it is a good idea to go
to Internet@TV > Settings > Properties > Network
Speed Test. If the customer’s network speed ranges
from 1 to 3 mbps, recommend that the customer stream
only SD movies. If the customer’s network speed
ranges from 3 to 5 mbps, the customer should be able
to stream HD movies without buffering. If the customer
wants to stream 1080p (HDx quality) movies, the customer’s connection should have speeds over 5 mbps.
1.
2.
3.
4.
5.
Letter D,: Monsters vs. Aliens
Letter C: Camera Phone
Letter A: SSG-2100AB
Letter B: Depth Correction
Letter E: 750 Series
Page 2
The Best Service Available
When a consumer contacts Samsung with a service
problem, we want to make sure they get the best
service available – even when the product is out of
warranty. We refer these out of warranty service
requests to our network of Authorized Service Centers,
Field Engineers, and Master Engineers with the
expectation that the consumer will receive the high
quality service experience they expect and deserve.
At Samsung, we track the progress of every service
ticket – in and out of warranty. That’s why it is so
important that you update out of warranty tickets just
like in warranty tickets. We need to know what you
know. This allows Samsung to assist or intervene if
there is delay caused by technical issues, parts
availability, or if the consumer needs some additional
considerations. Communication throughout the process
helps ensure our mutual goal of a truly satisfied
customer. A satisfied customer generates positive word
of mouth advertising and return business for YOU and
Samsung. That’s good!
Keep everyone ―in the loop‖ – update all your tickets. If
you need assistance, contact Field Service Support at
888-341-2561 or your RSE.
Cooperation and communication are key to providing
the Samsung customer with the Best Service Available.
Please Send Us Your Comments!
Something you’d like to see in the Samsung Tech Talk
Newsletter? If there is a topic/issue we haven’t covered
that you’d like to see, LET US KNOW!
Please send your comments to:
[email protected]
Volume 4, Issue 5 Home Appliances Newsletter
Samsung Tech Talk
Field Service Re-Organizes RSE Structure
Jeff Brutman
Assistant Publications Manager
Samsung Field Service has re-organized the Regional Service Engineer structure into three zones: the East Zone,
Central Zone, and West Zone. States have been relegated to the zones accordingly. A team of two experienced RSEs
has been assigned to each zone.
The teams are located in a Samsung office, with at least one RSE in the office at all times during business hours. The
East Zone office is located in Ridgefield Park, the Central Zone office in Chicago (Bolingbrook), and the West Zone
office in the Rancho Dominguez GPCA office.
The RSE information for each zone is listed below
East Zone
Email
Phone
Al Kucinski (Lead)
[email protected]
201-229-4444
Joe Ramos
[email protected]
201-229-4766
Mark Rowland (Lead)
[email protected]
630-879-1401
Bett Harvey
[email protected]
Central Zone
815-407-1483 ext 25
West Zone
Nelson Diaz (Lead)
[email protected]
310-900-5280
David Stiltz
[email protected]
310-900-5177
Bett Harvey will be relocating to the Chicago office in early May to work with Mark Rowland covering the Central
Zone. We would also like to introduce David Stiltz who recently joined the Field Service Team and will be working with
Nelson Diaz covering the West Zone. Our East Zone will be covered by our current RSE Joe Ramos, along with Al
Kucinski, who we welcome back to the RSE team. Al has been supporting our Strategic Accounts over the past few
years and has previous RSE experience at Samsung.
A map of the new Zone structure with the location of the Zone offices and RSE information is on the next page.
Page 3
Volume 4, Issue 5 Home Appliances Newsletter
Samsung Tech Talk
Field Service Re-Organizes RSE Structure
continued
Page 4
Volume 4, Issue 5 Consumer Electronics Newsletter
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Samsung Tech Talk
SPS-TV is Samsung’s new Live/On-line training center.
View live video training in real-time.
Have a question? Participate in question and answer chat
sessions during training.
Upcoming training will cover new 3D and IPTV technology, among other topics.
Training sessions will start on May 10 and continue
through June on Mondays and Tuesdays at 9:30AM and
11:00AM EST.
Keep your skills current!
Look for your invite and details on how to register.
Page 5
Volume 4, Issue 5 Consumer Electronics Newsletter
Samsung Tech Talk
3D Glasses Compatibility 101
Adam Vogel
Product Support
With the flood of 3D technology now reaching the market, it is easy to get confused about which 3D glasses work with
which 3D TV. Below is a cross reference chart that shows you the glasses that are compatible – and incompatible - with
Samsung’s 3D TVs.
TV COMPATIBILITY (will the glasses work)
2008
(A450 PLASMAS)
2008 (A750 DLPS)
2009
(B450 PLASMAS)
2010 (ALL TV'S)
SSG-1000X
YES
YES
YES
NO
SSG-2200AR
NO
NO
NO
YES
SSG-2200KR
NO
NO
NO
YES
SSG-2100AB
NO
NO
NO
YES
Model
Photo
From the far right column on the chart, you can see that there are only 3 glasses models that work with Samsung’s 2010
3D TVs: the SSG-2100AB, SSG-2200AR, and SSG-2200KR. The glasses with older 3D technology, such as the SSG1000X, work with certain 2008 and 2009 Samsung TVs, but are incompatible with all 2010 3D models. These glasses
use the old emitter type setup and are not designed to work with the cutting edge technology implemented in our 2010
TV’s.
While on the topic of older glasses technology, I can confirm that the older cardboard 3D glasses do not work with any
Samsung 2010 3D TV. The only way the older card board glasses will work is if you are viewing a natural 2D Blu-ray/
DVD and using the 3D features from the disc!!
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Volume 4, Issue 5 Consumer Electronics Newsletter
Samsung Tech Talk
Hot Tech Tips
Jorge Tavora
Product Support Manager/Triage
Model: LCD, LED
Symptom: There are vertical lines in the picture.
Cure: The LVDS cable can cause this symptom if it is not seated correctly. Check the position of the LVDS cable and
the contacts. If it is seated correctly and you still see vertical lines, replace the LVDS cable.
Model: LCD, LED
Symptom: There are vertical lines in the top right part of the screen.
Cure: The LVDS cable can cause this symptom if it is not seated correctly. Check the position of the LVDS cable and
the contacts. If it is seated correctly and you still see vertical lines, replace the LVDS cable.
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Volume 4, Issue 5 Consumer Electronics Newsletter
Samsung Tech Talk
Hot Tech Tips
Continued
Model: LCD, LED
Symptom: There are two RED vertical bars and RED smears around objects.
Cure: The LVDS cable can cause this if it is not seated correctly. Check the position of the LVDS cable and the contacts. If it is seated correctly and you still see red bars and smears, replace the LVDS cable.
Model: LCD/LED
Symptom: There are horizontal black and white bars across the screen in RF ONLY.
Cure: As you can see, the OSD is not affected. That tells you that the panel is OK. Replace the main board.
Page 8
Volume 4, Issue 5 Consumer Electronics Newsletter
Samsung Tech Talk
Hot Tech Tips
Continued
Model: PN58B550
Symptom: There is a semi-circle on the lower right hand side of the screen.
Cure: Bring up the internal test pattern to see if the semi-circle is present. If YES, change the panel.
Samsung Electronics America
105 Challenger Road
Ridgefield Park, NJ 07660
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 possible dangers in attempting to
service a product. Only experienced professional technicians should repair
Phone: 201-229-4251
products powered by electricity. Any attempt to service or repair the product or
products dealt with in this information by anyone else could result in serious
injury or death. Information provided in this bulletin is subject to change or update without notice.
Page 9
Volume 4, Issue 5 Consumer Electronics Newsletter
Samsung Tech Talk
Easy Fix for Fluctuating Picture Brightness
Jorge Tavora
Product Support Manager/Triage
If you receive a service order ticket for, ―Screen goes from bright to dark by itself‖ or ―picture brightness fluctuates‖, it is
not a problem with the TV. Some of our NEW LCD and LED LCD TV’s have an Eco Sensor function that monitors the
light in the room and adjusts screen brightness accordingly. If the room is bright, the picture brightens so it is easier to
see. If the room is dark, the picture dims. This is not a problem with the TV.
There is no need to roll a truck. Call the customer and explain the Eco Sensor settings.
The Eco Sensor is one of a number of functions designed to help Samsung customer’s decrease their energy usage and
increase their energy savings.
Here’s how to change the Eco Sensor setting:
1. To access Eco Sensor, press Menu --->Picture ---> Eco Solution ---> Enter.
2. Select Eco Sensor on the Eco Solution menu, and then press Enter.
3. Select Off or On.
When Eco Sensor is on, the TV automatically adjusts the brightness of the picture to the amount of light in the room.
When it is off, the TV does not.
When Eco Sensor is on, you can also set a minimum Eco Sensor screen brightness using the Min Backlight function in
the Eco Sensor menu. Eco Sensor will not dim the screen beyond the Min Backlight setting.
If you adjust the Backlight, the TV automatically sets Eco Sensor to Off.
Right: Descriptions of some of the Eco Solution functions from a current TV user’s
manual.
Page 10
Volume 4, Issue 5 Consumer Electronics Newsletter
Samsung Tech Talk
How To file Claims For Parts Bought from GPCA
Jet Nyamwange
Warranty Department
Filling claims for parts bought from GPCA:
What part should be listed on your warranty claim?
If you order a part and it is not in stock, GPCA ships a substitute part. If you receive a substitute part, you must claim
that part and not the part you had requested.

The substitute part may have a different cost than the original part you ordered.

You must check your invoice number to confirm the part shipped to you .
See the screen capture below to see how to differentiate between the part ordered and part shipped
***Notice how the part ordered does not show any quantity, whereas the part received shows a quantity of 1. This is
how you can tell which part was received.***
Key Points to Remember:

Locate your Invoice to confirm which part was shipped to you.

Bill the part number that was shipped, not the one that you ordered

Do not list the part you ordered instead of the part that was shipped to you. This will cause short pay on your parts
account.
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Samsu ng El ect ronics Am eric a
Samsung Electronics America
SAMSUN G’S Vale ntine ’ s Da y Se arch
SAMSUNG’S 3D Shuffle
Directions: First unscramble the words in the Answer Bank. Once you have all the words unscrambled, correctly match them to the descriptions below.
Answer Bank
A. S0AG102SB-
B. HDPET RCOCITRENO
D. ONSMRETS S.V NALEIS
C. MARCEA OPHNE
E. 057 ESREIS
Unscrambled Words
A. ______________________________
B. ______________________________
C. ______________________________
D. ______________________________
E. ______________________________
1. ____ The only ―true‖ 3D content on the market at this time!
2. ____ A quick and easy tool to verify a 3D emitter is working correctly.
3. ____ Model number of the glasses that use consumable batteries.
4. ____ Feature a customer uses to correct ghosting. You use it to verify panel operation.
5. ____ The only LCD series to carry 3D functionality in 2010.
Answers are on page 2.
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