Axiom Home Page Forums General Discussion Technical Questions Snowy picture. Help needed please.

Hey guys,

My Samsung plasma TV has had a snowy picture for a little while now. Originally I thought it was a problem with my Oppo, but then noticed that it's the same with all of my components. I've connected the Oppo directly to the display, and there's no change.

Long story short, Samsung is sending out a tech support guy on Monday, and I was wondering if you guys could give me some suggestions on what might cause this, so I don't get jerked around by someone.

One thing I did read online is that it's important to have a clean power source, or something along those lines.

As always, any input is greatly appreciated.

Thanks,
Cam

You checked the input source ect Cam? do you have your older DVD player you could hook back up to try?

How does it look with nothing connected? Still snowy?

Adrian, I tried the Oppo connected to the display using an entirely separate input.

Rick, I never thought of that, but yes I do believe there is a snowy picture when I have the AVR set to an input, but the player turned off.

The picture is quite bad when watching and upconverted DVD on my Oppo (or anything). I was watching Gladiator and Driven the other day, and when I pause it, the picture gets really bad; lots of noise/pixels.

I had a problem with a ground loop on my Sammy. It had a terrible humming to it when cable was connected. No snow though.

Is your system connected through HDMI? Could be a handshake issue or faulty HDMI cable.

I won't be up before Monday, but do you think it's a possibility that it has something to do with it sharing a power bar with multiple components connected, therefore not getting the required power, or "dirty" power(or whenever it's called when not using a power commissioner)? Maybe get my dad to try it plugged into another outlet?

Couldn't hurt. Try it with nothing at all connected if ya can get your Pops to do it.

House, I've tried different HDMI cables. Thanks though.

Ironically enough, Samsung called me about 10 minutes ago to inquire on whether or not I received a call from the technician. They went over the problem with me on the phone again, and said that it is a problem with the TV if it's happening with all my components.

I am not happy at all with their customer service, you guys know more than they do.

Edit-if we get a chance this weekend, I'll try connecting it to another outlet.

Does it happen on an empty input?

Well keep your fingers crossed, Cam. Some friends of mine had their Sony crap out after just a couple of years and since they didn't have a direct replacement in stock, they got a much better, up to date, replacement model instead.

Rick, I haven't tried it with an empty input.

Adrian, I can't cross my fingers because I can't move them, so maybe you can take care of that for me until Monday !

I don't have an extended warranty with this TV, and the year warranty ends in January. If they can service it to correct it, do you guys think it's wise to try to get an extended warranty if I can?

Hey Cam I'll keep my fingers crossed for you ... good luck!

Me too!!


Cam, have you come across any other complaints or problems reg. this particular TV on the 'net? depending on how much they'd charge for a warranty, it might be something to look at if it's available.

Thanks guys . Adrian, I haven't come across a lot of problems with this TV, but it's an excellent idea and I'll search around this weekend.

Is the image gradually greying as well?

I'm not sure about that, Fred. If it was, what would that indicate?

Thanks.

Old age?

Err. Cam... By any chance, did your problem start when the leaves in the trees started to turn red and yellow? Are your windows snowy too?

That you're located on top of a time rift and slowly drifting back into the '60s.

Cam, I think we've all assumed that when you said "snowy" you meant as in whitish colour, correct? because if it's a reddish snow, apparently the panel is done. If it's whitish, it could be the digital main board within the TV according to a quick search I just did. They weren't specifically referring to your Samsung, rather it was an LG, but I thought I'd pass it along.

Oh, nothing like a good laugh first thing in the morning from your guys witty comments!

Adrian, yes it is whitish in color. Thanks for finding that for me, dude.

Hey guys, I contacted a local ISF certified calibrator, and he mentioned that the snowy picture is most likely the power supply in the TV. He suggested that I get a UPS because brownouts or voltage drops are a big problem with plasma TVs, and is quite possibly be contributing factor to my problem.

Do you guys know of some good UPS's? He stressed that I make sure it has certain functions, but I can't remember what they are (I'll e-mail him).

Your input is appreciated.

Thanks again.

Edit-just got off the phone with him, and the UPS must have a voltage regulator on it.

APC SmartUPS are excellent UPSes, but they're expensive.

I don't know about that Cam. We have a ton of fluctuations and dimming of the lights here and my Sammy plasma has handled them fine. It is connected to a power bar but nothing fancy.

All of my HT gear runs through a Belkin PF60. This isn't a UPS, but it is a "power conditioner".

http://www.belkin.com/PureAV_detail.process?Product_Id=178925

For $600, it's probably a rip-off. But watch for sales on these. I found mine for about $150 a couple of years ago from eCost. At that price, it was only slightly more than a 'good' surge protector, so I bit and bought it. I've been very happy with it. Purely from a convenience standpoint, it's very handy to be able to plug everything in at one place, and the readouts of amps & volts are entertaining and informative. And telephone + cable surge protection. And the assignable triggers are cool too, though I don't use them.

As far as functionality, it's tricky find hard conclusive evidence that things like this really make a difference. I can say that all of the gear connected through this hasn't experienced any sort of power-related problem. No reboots of my DVR from close lightning strikes, for instance. But hard to say if it's because the PF60 is doing something, or if it just is because it is.

I have, however, noticed one improvement with the PF60. Before it, when using a normal run-of-the-mill sort of surge protector, I would get a light click/tick through my speakers whenever my wife fired up the clothes dryer or a microwave, or when our neighbor's central air kicked on (we share the same transformer). I don't ever get that now. The power 'event' is still there (room lights flicker a tiny bit), but noting comes through my HT system.

Bu anyway, that'd be my nomination for a 'decent' surge protector for anyone's system.

Thanks Peter, I was looking at their products a while ago.

Well, the service tech from the local TV repair shop was here this morning, and supposedly couldn't see what I am talking about. I'm really not happy with him at all. My mom who wears glasses (wasn't at the time) could notice it, along with one of my caregivers.

Does anyone else have the bluray Baraka, by any chance?

I have that Blu-ray.

Charles, a couple minutes into the movie there is a short scene of the night sky with stars. I would assume the picture should be black with the stars shining brightly, but I get a lot of snow/static during that scene. It's very evident because the screen is totally black. Could you do me a favor and see if you notice any artifacts/snow. It is really bad on my TV, and I doubt very much it's the movie because it's washed right across the screen and doesn't move with the camera.

Thanks man.

Could it be something wrong with the disc?

It's not the cleanest scene. The black of the sky is splotchy, with quite a lot of it in the middle being lighter and bluish. There does appear to be some blockiness to the picture that could be artifacting, but I don't see snow/static that takes up the whole screen and doesn't move with the camera.

Remind me, has your screen's picture been calibrated?

We took some pictures of that very scene and you can see exactly what I'm talking about. The stars are the bright objects, but all the other little flecks you see on the screen is snow/static. Again, it's very visible with the black background. I'm surprised my camera picked it up that well.

Jay, it doesn't matter what I play, or component I use, it's all the same.

Here's one without the flash on-



Here are two with a flash on (gives you a better idea if you save it to your computer and zoom in)-

Have you watched The Ring latelty?

It looks like that may just be film grain, or video sensor noise. Although it appears to be more pronounced because you have the black level set too high.

You have an Oppo player, run the S&M calibration disc which was included and follow the instructions for setting the contrast and brightness controls.

Additional: Does the noise pattern freeze when the disc is paused?

Chris, it's the same thing on satellite etc. I've also run the calibration disk. I have all the enhancements off on my TV and my Oppo as recommended. I'm also using Doug Blackburn's (professional calibrator) recommended settings from the official thread for my TV on AVS.

All of those pictures are taken with the image paused.

Well, it's a still photo so I can't see... What I was wondering is does the snow pattern on the screen freeze when the player is paused. Or does it continue to dance about the screen?

If it freezes with the player, it's part of the picture. If it still dances, then it's either in the connection or the display.

Wheelz, it sure sounds like it's a problem with the TV itself. It would be hard to believe that all of your sources are producing the same artifacts on the TV. Unless they're all running through an AVR/PrePro that's doing *something* to the signal. Though you say you tried the Oppo directly, with no change.

Ideas off the top of my head.....

Neon's got a great idea - when you pause that signal, as you did for your photograph, do the sparkles continue to move? Or do they stop? If you advance frame-by-frame, do the pixels fade in and out or do they pop on and off to full brilliance in random spots? That should shed some light as to whether they're source/filming artifacts, vs just something the TV is doing.

Can you receive any OTA HD signals where you live? If so, one idea would be to disconnect all of your source components from the TV and just try to view an OTA HD channel (you might need a rabbit-ear antenna). That's about as 'pure' of a signal as you're going to get, since the TV's tuner will be processing the signal. If you still have the static, then you've proven that it's *not* being introduced by any of your components and is internal to the TV itself.

What sorts of connections are we talking about here? All HDMI? Component? S-Vid? RCA? A mix? Have you tried other types of connections to see if makes a difference?

Have you tried a reset of the TV's picture settings? I have a Samsung HDTV too (not the same model), and I'm pretty sure there's a 'full reset' option in there somewhere. Perhaps some setting is out of whack.

And speaking of "resets", you have tried unplugging the TV for 10 minutes, right? It might just need a reboot. Seems like just about everything needs a reboot every now and again.

Good luck!

Sorry Chris, I'm pretty sure it doesn't move around when the picture is paused, but I believe it is less prominent.

Peter, I have one HDMI cable running from my TV to my receiver, and then everything else to the receiver.

With the Oppo connected directly to the display, I'm using a totally separate input and all the settings are factory. It actually looked a lot worse when I originally connected it directly to the display, so I adjusted it to the recommended settings.

One thing that I haven't tried(could only stay up for a short time) , and was recommended to me by the local ISF calibrator I talked to on the phone, and Doug Blackburn (he said the service tech would do it, but all they did is looked at the picture), is to try component cables.

It's also noticeable on satellite HD channels.

I blame Cam's avatar. All the sparks from his twirling sparkler thingie are getting on your screen.

LOL. Hopefully I'll be getting up tomorrow and I'll try all the suggestions. I also complained to Samsung yesterday, and another tech is supposed to come out to take a look at it.

Any word yet Cam?

Hey Rick,

I haven't got anywhere yet. I've been back and forth on the phone with Samsung and the local shop that sent out the service tech. The guy reported that what I'm noticing is normal with plasmas. I told Samsung that I want someone else to come and look at it, and they're telling me that the ticket needs to be closed first by the service technician; whom I have to contact.

I've tried many suggestions like calibrating my set because my brightness is set too high, unplugging it for a couple minutes, connecting it directly to the set, changing cables etc., and nothing has worked.

I've had some extensive conversations with an ISF calibrator, and the last suggestion that he gave me (which I haven't been able to try yet) was to see if it makes a difference having nothing connected to my TV from my AVR, and only have my TV and player plugged into my separate 20 amp circuit, therefore eliminating the chance that something is causing noise.

I contacted Samsung again today, and they're now saying that it is my satellite causing the problem, and the satellite company should come in and check things out. I really, really hope that you guys don't ever have to deal with Samsung's technical support.

As bizarre as it may seem, especially in this day of interactive and sophisticated A/V systems, I have found when dealing with technicians their knowledge is generally restricted to their own product and little or nothing is known about the interaction of peripheral equipment that is hooked together with it. Unless there is a problem with the signal on the screen, cable and satellite people basically no nothing about televisions and generally speaking unless they are an enthusiast, none of them knows anything about Audio/Video systems and Home Theater and how it all ties together.

In the end, you have to do your own trouble shooting and by trial and error try to pinpoint where the problem may originate. Frustrating, but a reality that never seems to change.

Well guys, I received lots of advice on AVS, one of which was to see if I notice the snow/static with the Spears & Munsil calibration disc, and my results were as follows-

I am getting the same snow/static with the black screen and bars up; it's consistent right across the screen. I also disconnected everything and had only my TV and player connected to my separate outlet, with one hdmi cable into my tv (nothing connected to the tv from my avr), and again, no difference. I have also tried 3 different cables.

I am really at a loss, I can't imagine it being anything else but the TV.

The service technician called me a couple days ago and they have to take my plasma TV into the shop. Samsung suggested that they try to adjust the Vscan, to remedy the problem.

It's going in on Monday. I'm kind of worried about the possibility of it returning with a scratch or something on it. Do you think it's a good idea that I get them to sign something stating that there are absolutely no imperfections on the TV prior to taking it, to cover my butt?

In my experiences paper is worthless in instances like that, unless it is used in their favor..............

Cam, if you're worried, get someone to take a few pics of the TV beforehand.

Update-they picked the TV up this morning. Just before they disconnected it, I showed the service tech the snow/static with the Spears and Munsil calibration disc "pluge low test" (it's very evident), and he actually noticed it; simply amazing.

Here's hoping they can fix it, and it ends up back here in the condition it left. Unlike another repair shop here in town that I've dealt with before, I really have no faith in these guys.

Er... You probably meant "ends up back here fixed"...

"Yeah, we fixed it, but you made us sign this waver promising to return it in the same condition in which it left. So we broke it again. That'll be $300, thanks."

LOL....

Good luck, Cam!

Really funny guys, really funny . Even though you knew I meant aesthetically, you still have to poke fun LOL .

We never poke fun.

Well, after what I would consider the worst customer service I've ever experienced, it appears that my television isn't repairable. I just got off the phone with Samsung, and the lady said that a representative is going to call me tomorrow regarding a refund (whatever that consists of).

Has anyone gone through this before? When I bought the TV, it was on sale for something like $800 less than the regular price, and that's the only reason why I purchased it. Should they not have to give me a current unit that is comparable, rather than my money back?

Your guys input is greatly appreciated.

Thanks,
Cam

Cam, some friends of mine were given a replacement TV from Sony(up to date model) after their's crapped out under warranty(it should be mentioned that she use to work for Sony!!). It may be up to the manufacturer as to whether they issue a refund or a replacement/updat. I'm not sure what the policy is for Samsung or not, but hey, if you get a refund, the same amount of coin would net you a better TV now anyway. Actually, imo, you're better off with the money so you can shop around/see what's available....there's going to be some good deals out there this season, like there was last year.

I had an extended warranty on my Sharp LCD. When it went out it was said the part to fix it wasn't available.

What I ended up with was a $1000.00 credit on a 1400.00 TV or a replacement TV of similar quality. I took the credit and bought a Samsung 50" plasma. So far so good.

Well, the service center called me and told me that they can't do anything more for my set; basically nothing is wrong. Samsung and the service tech said that there is static/snow when they are running a test on it, but they don't see anything when playing a Blu-ray. I told them that it's less noticeable with Blu-ray, but more noticeable as you step down components i.e. DVD has a snowy picture, and satellite is even worse (even on the HD channels). I told them that it could be the power supply failing, and I would like it if they would scope it before returning it, but they aren't going to.

To me, if there is a fuzzy picture when they are running a test on it, something's wrong.

Anyway, I'm at a loss now. Short of spending $300-$400 to have a professional calibrator come in and look at it, I don't know what to do.

Not happy at all!!

Cam, I almost want to recommend Peter Silverman to you at this point, he's with CFRB 1010 now apparently, but has a similar type show as he did with City TV until last year. Really, it sounds like Samsung is trying to wear you down on this one to get out of their obligation to honour the warranty on your set.

Damn Cam I don't know what to say. I can't believe Samsungs not standing behind their product.

It sounds like they are purposely trying to run it past the warranty expiration date so they can say, Oh, so sorry, but the warranty has expired.

It's time to call cousin Vito.....

That's exactly what I thought. I actually said this to the service technician at the repair shop.

I called Samsung again today voicing my displeasure, and they said that a supervisor would call me today. Surprise surprise, nobody has called me back.

This is really unbelievable. I just got off the phone with Samsung and spoke to a supervisor. She agreed with me that if there is a snowy image when they are running a test, there's something wrong with the unit. Now I have to wait until 10 when my caregiver comes in, and give them the serial number for the second time so they can set up service with somebody else.

I told her that I'm at the point where I think they aren't going to stand by their product knowing it's over warranty, but she informed me that my TV has a two year warranty; well, at least that's some positive news.

Get it in writing, Cam!

Cam, if you've logged the issue before the warranty expired and they haven't resolved it you should be fine. Hopefully you got the supervisors name from the last call and can contact them directly going forward or at least be transferred to them immediately.

You should tell them that the unit needs to be replaced if they cannot fix it after this service visit as you've been put out and passed over for too long. Ask that they message their system with all of your past calls, issues and grievances. Have them read back to you what was entered and better yet provide you with a copy.

Good luck.

Thanks for the advice guys. I did get the supervisors name, and I'll try to get it in writing tonight. I'm actually going to go through everything again with her and record the conversation onto my computer using my headset microphone. As I said, I'll try to get it in writing via e-mail but doubt they will, so an audio recording should do just fine, if not better.

I very much appreciate the input, I'll let you know what happens.

I thought when I was looking at Samsung (and bought one) they had a 1 year warranty and the gave another 6 months on the warranty period if you registered it on line.

Make sure to confirm the 2 year warranty Cam.

I will Rick. A couple months ago I was on Samsung's web site checking to see if there was a firmware update for my TV, and on the web page for my TV it did state a two year warranty. I was going to print the page out at the time, then when I went back to the link I bookmarked a couple weeks ago to print the page, it was no longer available; just my luck.

Well, I just got off the phone with the supervisor and I recorded the entire conversation. I got her to go over everything that we previously discussed, including a static image not being normal when running a test, along with the two year warranty.

Thanks guys, and I'll keep you posted.

It's a start, good news on the warranty.

Best of luck. Hard to find more words in front of that level of advanced annoyances...