How to troubleshoot image retention on your Samsung OLED TV screen
Image retention may occur for several reasons. Check out our guide below to prevent image retention on your OLED TV screen.
The Screen Optimization function works automatically
Your Samsung OLED TV is equipped with a Screen Optimization function that detects the state of the screen itself and helps prevent image retention. This function is automatically enabled when the TV is turned off and 4 or more hours of TV use has been accumulated.
Screen Optimization takes approximately 10 to 15 minutes. When the power is turned on, a pop-up will appear, indicating that Screen Optimization is complete. The Screen Optimization function works only when the product is connected to a power source.
Option 1. Update the firmware using your TV’s network connection.
Important: Software updates generally take a few minutes, so do not turn off the TV until the update is complete. Video and audio settings may be reset to their default settings after a software update.
If your TV is connected to the internet, you can update the firmware using your TV's Settings menu.
- On 2022 and later TV models: Navigate to and select All Settings, and then select Support. Select Software Update, and then select Update Now.
- On previous TV models: Navigate to Settings. Select Support, select Software Update, and then select Update Now.
Your TV will check for an update. If one is available, it will start downloading the update. After the update is installed, the TV will shut down and restart.
Once the TV restarts, press and hold the Power button on your remote until the TV turns off and back on.
If the picture continues to freeze after the firmware update, please contact Samsung Support for further assistance.
Option 2. Download the firmware from Samsung.
If your TV is not connected to the internet, you can download the update from the Samsung website.
On a PC, navigate to the Samsung Download page and find your TV model. Next, download the latest firmware file. Using a USB drive, extract the firmware file. Make sure there are no other files or folders on the USB drive.
- On 2022 and later TV models: Connect the USB drive to a USB port on your TV. Navigate to All Settings, and then select Support. Select Software Update, and then select Update Now.
- On previous TV models: Connect the USB drive to a USB port on your TV. Navigate to Settings, select Support, and then select Software Update. Select Update Now, and then select Yes.
The TV will install the update and then restart. Once the TV restarts, press and hold the Power button on your remote until the TV turns off and back on.
If the picture continues to freeze after the firmware update, please contact Samsung Support for further assistance.
If you are trying to switch HDMI sources on your 7 series Crystal UHD TV and it freezes, refuses to change, or changes slowly, updating the firmware to version 1371.0 or higher will fix the problem.
Update the firmware using your TV’s network connection
If your TV is connected to the internet, follow these steps:
- Navigate to All Settings, and then select Support.
- Select Software Update, and then select Update Now.
- Your TV will check for the update and should start downloading the update.
- After the update is installed, the TV will shut down and restart.
- Once the TV restarts, press and hold the Power button on your remote until the TV turns off and back on.
If the picture continues to freeze after the firmware update, please contact us.
Download the firmware from Samsung
If your TV is not connected to the internet, follow these steps to update the firmware:
- On a PC, navigate to the Samsung Download page and find your TV model.
- Next, download the latest firmware file.
- Using a USB drive, extract the firmware file. Make sure there are no other files or folders on the USB drive.
- Connect the USB drive to a USB port on your TV.
- Navigate to All Settings, and then select Support.
- Select Software Update, and then select Update Now.
- The TV will install the update and then restart.
- Once the TV restarts, press and hold the Power button on your remote until the TV turns off and back on.
If the picture continues to freeze after the firmware update, please contact us.
Note: If your entire TV screen is black, you can also troubleshoot a TV with no picture or a black screen.
If the menu is cut off by the black part of the screen, visit the Support Center to request service.
If the menu displays completely, there is nothing wrong with the TV, and service is not required. The following steps will help you identify if an external device or cable is causing the issue.
Important: Certain models only have an HDMI test after receiving a software update, and older models may not have it at all. If your model does not have this test or is not connected by HDMI, skip to the next step.
Some TVs have an HDMI cable test. The test is designed for HDMI cables less than 2m long and may not produce good results on longer cords.
- On 2022 and later TV models: To perform the test, navigate to All Settings, then select Support, then select Device Care, and then select Self Diagnosis. Select HDMI Troubleshooting. Select the HDMI connection you'd like to test, and then follow the instructions on the TV.
- On previous TV models: To perform the test, make sure the TV's source is still on the HDMI setting for the cable you want to test, and then navigate to Settings. Select Support, select Self Diagnosis, and then select Signal Information. Select HDMI Cable Test, and then select Start Test.
If the test says there is an issue with the cable, replace the cable. Service is not required.
The final thing to rule out is the external device you're using. Try connecting a different device or using a different Source port. If you were unable to test the HDMI cable in the previous step, try switching out the HDMI cable for another one that is working.
If the TV can display a picture in any other setup, then the TV is not the cause of the issue. Keep trying various setups until you identify the device or cable that is not working, and then either troubleshoot or replace that particular device or cable.
- On 2022 and later TV models: Navigate to All Settings, then select Support, then select Device Care, and then select Self Diagnosis. Select Picture Test, select OK, and then view the test. You can select Yes if the picture looks normal, No if there is a problem with the picture, or Show again to see the picture a second time.
- On previous TV models: Navigate to Settings, select Support, and then select Self Diagnosis. Select Picture Test, and then follow the on-screen directions.
If the picture is flickering in the picture test, visit the Support Center to request service. Make sure you have the TV's model code, software version, and serial number when calling.
If the issue does not appear in the picture test, review the previous steps to correct the issue as it is being caused by a bad cable or a connected device.
Note:
- If you are having trouble with your Samsung Smart TV, you should always check to see if there are any software updates available as these may contain a fix for your problem.
- Device screenshots and menus may vary depending on the device model and software version.
Service Centers
Locate the nearest Samsung service center to have your product checked.
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