Announcement

Collapse

Fandango at Home Forum Guidelines

Fandango at Home Forum Guidelines

The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

Fandango at Home Forum Guidelines

The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

Fandango at Home reserves the right to refrain from posting and/or to remove user comments, including comments that contain any of the following:

1. Obscenities, defamatory language, discriminatory language, or other language not suitable for a public forum
2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

You grant Fandango at Home the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, otherwise mislead as to the origin of any Comments you submit. You are, and shall remain, solely responsible for the content of any Comments you make and you agree to indemnify Fandango at Home for all claims resulting from any Comments you submit. Fandango at Home takes no responsibility and assumes no liability for any Comments submitted by you or any third-party reserves the right to refrain from posting and/or to remove user comments, including comments that contain any of the following:

1. Obscenities, defamatory language, discriminatory language, or other language not suitable for a public forum
2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

You grant Fandango at Home the right to use the name that you submit in connection with any Comments. You agree not to use a false email address, impersonate any person or entity, otherwise mislead as to the origin of any Comments you submit. You are, and shall remain, solely responsible for the content of any Comments you make and you agree to indemnify Fandango at Home for all claims resulting from any Comments you submit. Fandango at Home takes no responsibility and assumes no liability for any Comments submitted by you or any third-party.
See more
See less

Samsung KS8500 Can't Connect

Collapse
X
Collapse
 
  • Page of 7
  • Filter
  • Time
  • Show
Clear All
new posts
Previous 1 2 3 4 5 6 7 template Next
    #31
    Re: Samsung KS8500 Can't Connect

    Originally posted by ncain View Post
    Rads1 - Please let me (and everyone) know if Samsung support goes in via remote access, goes into the service menu and does more than a typical reset. Most of the samsung TVs have 3 resets in the service menu, Factory reset, Smart Hub reset, and eeprom reset. Curious as to which one they will do, or all 3.

    Oh, and most importantly, if it worked.
    If they get in and do it for me, I will most definitely let everyone know what they did. I already did the factory reset and smart hub reset numerous times and that didn't fix anything. I'm gonna try to record what they're doing so I have a guide if I need it again..

    Comment

      #32
      Re: Samsung KS8500 Can't Connect

      Originally posted by TamM View Post
      Samsung has published a new VUDU version. Version 4.1.23 is now available in the Samsung App store.

      Please update to version 4.1.23 and see if the error 118 is resolved and VUDU launches.

      Thanks
      Tam
      I tried to delete and reinstall VUDU on my KS800 (costco so it is 800, but identical to 8000 I believe) and I was able to supposedly uninstall it but not reinstall, but it is still there. Samsung said you cant remove the basic apps and that is one of them.

      My problem is it says 2.2 hdcp disabled when I try and watch trailer of UHD movie. That is on my roku, on my TV the VUDU app wont even show uhd titles.

      Comment

        #33
        Re: Samsung KS8500 Can't Connect

        Originally posted by ncain View Post
        Rads1 - Please let me (and everyone) know if Samsung support goes in via remote access, goes into the service menu and does more than a typical reset. Most of the samsung TVs have 3 resets in the service menu, Factory reset, Smart Hub reset, and eeprom reset. Curious as to which one they will do, or all 3.

        Oh, and most importantly, if it worked.
        Samsung support never fails to amaze me with their lack of knowledge. This is the response I received form them today after requesting support in installing the Vudu app.

        "Thank you for contacting Samsung. With reference to your E-mail, I see that you are unable to download the VUDU app sof this UN65KS800D TV. From my resources I see that VUDU app is not compatible for this TV. Since the app is not compatible for this TV we will not be able to download it on the TV. I hope you understand."

        I have to conclude that the support staff is completely clueless and the only thing they are able to help with is installing batteries in my remote.

        Comment

          #34
          Re: Samsung KS8500 Can't Connect

          Originally posted by libertas View Post
          I tried to delete and reinstall VUDU on my KS800 (costco so it is 800, but identical to 8000 I believe) and I was able to supposedly uninstall it but not reinstall, but it is still there. Samsung said you cant remove the basic apps and that is one of them.

          My problem is it says 2.2 hdcp disabled when I try and watch trailer of UHD movie. That is on my roku, on my TV the VUDU app wont even show uhd titles.
          Hello

          The reinstall problem is what Samsung will resolve in their next FW update. In the mean time we are working with Samsung for a work around so that the VUDU App can be installed.

          The 2.2 HDCP error is interesting. Have you tired other HDMI contentions on your TV? For UHD to work HDCP 2.2 needs to be enforced. A trailer should not require HDCP as it is only in SD. Can you tell me the trailer you tried to play so I can try it on my end to make sure there is not a bug with our HDCP detection.

          Also UHD is currently not supported on the Samsung TV. We are working with Samsung to get this working for a future update to the TVs so that UHD can be viewed on the 2016 TVs.

          Thanks,
          Tam
          Last edited by TamM; 07-19-2016, 10:28 AM.

          Comment

            #35
            Re: Samsung KS8500 Can't Connect

            Originally posted by Rafs1 View Post
            Samsung support never fails to amaze me with their lack of knowledge. This is the response I received form them today after requesting support in installing the Vudu app.

            "Thank you for contacting Samsung. With reference to your E-mail, I see that you are unable to download the VUDU app sof this UN65KS800D TV. From my resources I see that VUDU app is not compatible for this TV. Since the app is not compatible for this TV we will not be able to download it on the TV. I hope you understand."

            I have to conclude that the support staff is completely clueless and the only thing they are able to help with is installing batteries in my remote.
            Hello Rafs1

            Sorry for all trouble. Samsung is definitely dropping the ball on this. Let me push on my end and see if there is something that everyone with the 118 error needs to tell the Samsung support team so that they don't make everyone jump through hoops to get the issue resolved.

            Thanks,
            Tam

            Comment

              #36
              Re: Samsung KS8500 Can't Connect

              Originally posted by TamM View Post
              Hello Rafs1

              Sorry for all trouble. Samsung is definitely dropping the ball on this. Let me push on my end and see if there is something that everyone with the 118 error needs to tell the Samsung support team so that they don't make everyone jump through hoops to get the issue resolved.

              Thanks,
              Tam
              Thanks. They're support system is quite lacking in knowledge and unless you spell everything out for them, you will not receive any help.

              Comment

                #37
                Re: Samsung KS8500 Can't Connect

                Originally posted by TamM View Post
                Hello

                The reinstall problem is what Samsung will resolve in their next FW update. In the mean time we are working with Samsung for a work around so that the VUDU App can be installed.

                The 2.2 HDCP error is interesting. Have you tired other HDMI contentions on your TV? For UHD to work HDCP 2.2 needs to be enforced. A trailer should not require HDCP as it is only in SD. Can you tell me the trailer you tried to play so I can try it on my end to make sure there is not a bug with our HDCP detection.

                Thanks,
                Tam
                "How To Be Single" is a UHD title on your site and it says you can see the preview or trailer in uhd, now there are two things on that screen, not home now, cant see them, one is trailer and one is something else maybe preview but it says in UHD.
                Yeah, just looked at it online, 2 min preview or WATCH trailer, one of them says it is in UHD on my roku, and then when I try to watch it says 2.2 disabled.

                I have not tried another port because all of them are 2.2 per Samsung...i might do that later...Now as to the VUDU app on the tv, not roku, do we need to figure out how to delete and reinstall AFTER Samsung does some update? (I see you have addressed that)

                Comment

                  #38
                  Re: Samsung KS8500 Can't Connect

                  Originally posted by libertas View Post
                  "How To Be Single" is a UHD title on your site and it says you can see the preview or trailer in uhd, now there are two things on that screen, not home now, cant see them, one is trailer and one is something else maybe preview but it says in UHD.
                  Yeah, just looked at it online, 2 min preview or WATCH trailer, one of them says it is in UHD on my roku, and then when I try to watch it says 2.2 disabled.

                  I have not tried another port because all of them are 2.2 per Samsung...i might do that later...Now as to the VUDU app on the tv, not roku, do we need to figure out how to delete and reinstall AFTER Samsung does some update? (I see you have addressed that)
                  Ok you are trying the 2min UHD free preview. Do you recall if the movie is playing in the background the same time you are seeing the HDCP 2.2 error? If so we are aware of this problem and will push out a fix soon. The fix is currently being tested. The problem is the ROKU Syncs HDMI again when playback of UHD starts. Sometimes it take to long to sync HDMI so VUDU thinks HDCP has been compromised and we display the error message. However if the movie is playing behind the error message that means HDCP 2.2 was successfully negotiated and the title should play with no issues once the error is dismissed. Our fix will account for the delay in HDCP negotiation.

                  As for the Samsung TV my understanding from Samsung will need to remote login to your TV and reset it while the TV is in some factory mode. They should be able to do this with out any interaction from the user. Once Samsung has fully implemented their solution in to their Care Team I will update this thread again. I was told the Samsung Care team should be up t speed by Tomorrow (fingers crossed). Which I think means the script to fix the 118 error should be propagated to the care team.

                  Thanks again for everyone patience,
                  Tam

                  Comment

                    #39
                    Re: Samsung KS8500 Can't Connect

                    Originally posted by TamM View Post
                    Ok you are trying the 2min UHD free preview. Do you recall if the movie is playing in the background the same time you are seeing the HDCP 2.2 error? If so we are aware of this problem and will push out a fix soon. The fix is currently being tested. The problem is the ROKU Syncs HDMI again when playback of UHD starts. Sometimes it take to long to sync HDMI so VUDU thinks HDCP has been compromised and we display the error message. However if the movie is playing behind the error message that means HDCP 2.2 was successfully negotiated and the title should play with no issues once the error is dismissed. Our fix will account for the delay in HDCP negotiation.

                    As for the Samsung TV my understanding from Samsung will need to remote login to your TV and reset it while the TV is in some factory mode. They should be able to do this with out any interaction from the user. Once Samsung has fully implemented their solution in to their Care Team I will update this thread again. I was told the Samsung Care team should be up t speed by Tomorrow (fingers crossed). Which I think means the script to fix the 118 error should be propagated to the care team.

                    Thanks again for everyone patience,
                    Tam
                    Thanks again for all the help. I wish Samsung would step up and hire people like yourself to help with problems that customers are facing.

                    Comment

                      #40
                      Re: Samsung KS8500 Can't Connect

                      Originally posted by TamM View Post
                      Ok you are trying the 2min UHD free preview. Do you recall if the movie is playing in the background the same time you are seeing the HDCP 2.2 error? If so we are aware of this problem and will push out a fix soon. The fix is currently being tested. The problem is the ROKU Syncs HDMI again when playback of UHD starts. Sometimes it take to long to sync HDMI so VUDU thinks HDCP has been compromised and we display the error message. However if the movie is playing behind the error message that means HDCP 2.2 was successfully negotiated and the title should play with no issues once the error is dismissed. Our fix will account for the delay in HDCP negotiation.

                      As for the Samsung TV my understanding from Samsung will need to remote login to your TV and reset it while the TV is in some factory mode. They should be able to do this with out any interaction from the user. Once Samsung has fully implemented their solution in to their Care Team I will update this thread again. I was told the Samsung Care team should be up t speed by Tomorrow (fingers crossed). Which I think means the script to fix the 118 error should be propagated to the care team.

                      Thanks again for everyone patience,
                      Tam
                      Thanks, yes that is what I am watching and as I recall that is what happens, it plays in back ground

                      are you saying once Samsung does a fix we still need to call them and have them do a remote access to fix the VUDU app? That would mean all of us would have to, so I assume not. Will wait and see what happens, thanks

                      Comment

                        #41
                        Re: Samsung KS8500 Can't Connect

                        Originally posted by libertas View Post
                        Thanks, yes that is what I am watching and as I recall that is what happens, it plays in back ground

                        are you saying once Samsung does a fix we still need to call them and have them do a remote access to fix the VUDU app? That would mean all of us would have to, so I assume not. Will wait and see what happens, thanks
                        Hello Libertas,

                        If you want to fix the Samsung TV now yes you need to call them so they can remote access in to your TV to do the fix and VUDU can install.

                        If you dont want to call Samsung you can wait for them to deploy the fix in a FW update. Samsung's next FW update is scheduled for sometime in Aug.

                        Thanks
                        Tam

                        Comment

                          #42
                          Re: Samsung KS8500 Can't Connect

                          Originally posted by TamM View Post
                          Hello Libertas,

                          If you want to fix the Samsung TV now yes you need to call them so they can remote access in to your TV to do the fix and VUDU can install.

                          If you dont want to call Samsung you can wait for them to deploy the fix in a FW update. Samsung's next FW update is scheduled for sometime in Aug.

                          Thanks
                          Tam
                          Same here.


                          Am on the phone with Samsung CS now, they are clueless despite my reading this information to them. I spoke with supervisor:Jubelyn Employee# 5084124418. She is supposed to try and find a fix and get back to me within 24 hrs. I encourage everyone to call her to encourage her to find the fix. I told her I would wait 24hours before returning this TV and The new Washer&Dryer. I hope someone can Please tell US what this fix is so we can walk the customer service reps through it? I have been without my Vudu Account for nearly a month and am a long time customer. Please someone figure out the "fix"

                          Comment

                            #43
                            Re: Samsung KS8500 Can't Connect

                            Ok, so I tried again to get in touch with Samsung customer support and once again they respond by telling me that my TV is not even compatible with the VUDU app and sent me a link to compatible TV's that work with Vudu (there are no 2016 tv's on there at all)

                            http://www.samsung.com/us/appstore/a...-compatible#4K SUHD TVs

                            I'm actually quite amazed by the complete lack of knowledge on Samsungs end and I'm through trying to get this resolved through their customer service. It's driving me more insane with each email I receive from them. When trying to email support, the drop down that allows you to select the tv you have, does not include my UN65KS800D and many other 2016 models. I have mentioned that in the emails but apparently that's too much information for them to handle and they never address that issue. I guess I have no choice but to wait till the firmware update is released. I wish I could have provided more information to help others here but I'm losing my mind dealing the Samsung customer service.

                            Comment

                              #44
                              Re: Samsung KS8500 Can't Connect

                              Originally posted by Rafs1 View Post
                              Ok, so I tried again to get in touch with Samsung customer support and once again they respond by telling me that my TV is not even compatible with the VUDU app and sent me a link to compatible TV's that work with Vudu (there are no 2016 tv's on there at all)

                              http://www.samsung.com/us/appstore/a...-compatible#4K SUHD TVs

                              I'm actually quite amazed by the complete lack of knowledge on Samsungs end and I'm through trying to get this resolved through their customer service. It's driving me more insane with each email I receive from them. When trying to email support, the drop down that allows you to select the tv you have, does not include my UN65KS800D and many other 2016 models. I have mentioned that in the emails but apparently that's too much information for them to handle and they never address that issue. I guess I have no choice but to wait till the firmware update is released. I wish I could have provided more information to help others here but I'm losing my mind dealing the Samsung customer service.
                              The list clearly was made before the new models were issued.

                              KS is the 2016 designation, JS is 2015. All of our new ones are compatible, but it isnt working right for whatever reason.

                              Comment

                                #45
                                Re: Samsung KS8500 Can't Connect

                                Originally posted by Rafs1 View Post
                                Ok, so I tried again to get in touch with Samsung customer support and once again they respond by telling me that my TV is not even compatible with the VUDU app and sent me a link to compatible TV's that work with Vudu (there are no 2016 tv's on there at all)

                                http://www.samsung.com/us/appstore/a...-compatible#4K SUHD TVs

                                I'm actually quite amazed by the complete lack of knowledge on Samsungs end and I'm through trying to get this resolved through their customer service. It's driving me more insane with each email I receive from them. When trying to email support, the drop down that allows you to select the tv you have, does not include my UN65KS800D and many other 2016 models. I have mentioned that in the emails but apparently that's too much information for them to handle and they never address that issue. I guess I have no choice but to wait till the firmware update is released. I wish I could have provided more information to help others here but I'm losing my mind dealing the Samsung customer service.
                                Thanks Rafs1 for trying and letting us know. Believe me, I feel your fustration with Samsung. They have at times decent products, like this TV, but their support is terrible when it comes to fixing things. They are good with general help topics like "how do you turn on the TV."

                                Comment

                                Previous 1 2 3 4 5 6 7 template Next
                                Working...
                                X