Forum Discussion
Optik TV box not functioning with samsung tv
I bought a Samsung QLED Smart TV a few months ago. When I first connected the Optik Box, it worked OK. A few months ago, the Optik TV box started to reinitializing frequently for a very long time whenever I switched to something from the Telus home screen. A week ago, the Optik TV Box just played "dead" it won't initialize at all. I called Telus support, they checked everything and there is no problem with the box or the HDMI cable. They asked me to call Samsung. I called Samsung, they can now remote to my TV. They also checked everything and again, they cannot find any problem. HELP!!!
8 Replies
Sorry you had bad support from my former coworkers. I am a retired tv tech. What they should do is use the camera on your cellphone to see what is going on. We aren't TV set techs and that is why they said to contact Samsung. First thing I would check is have a customer try each input for 10 full seconds. 2nd thing is reverse the hdmi cable, 3rd is replace the hdmi cable if you had a spare. If there's more than one TV try hooking up the box to another TV. Then I check power ie try another outlet on a power bar or is there a wall switch that controls the power to the box. Then I get the model number and mac address of the box from you. If using the camera on your cellphone I take a picture. I compare the model and mac address to make sure there's no mismatch. I can escalate while on the call to another department and have them double check to make sure I didn't miss anything
I had this problem also. I have three different boxes and I tried swapping hdmi cables from working boxes and no change. I tried swapping boxes no change, what fixed it was using one of the other power cords. For some reason the affected power cord was supplying enough power to turn the power light on but not enough to run the box properly.
Now if Telus could send me a new power cable it would be appreciated...
TELUS_SupportOfficial Support Team
fetts That's definitely annoying. We'd like to look into how we can help. We've sent a private message your way so please keep an eye out for it in your inbox.
I have just completed all of the steps I took have two boxes and the last item you suggest is yo swap the power transformer for the box ( this should be the first thing to check )
When i first switched to telus
One of the boxes you sent had a defective power supply I had to send the whole unit back to get a replacement power supply.
How do I get a reacement sent out today.
Peter schmitz
CLCTELUS Team Member
Hi VanFan.
- Have you tried disabling HDMI CEC under Settings/Device settings/HDMI?
- Do you have any other TV or monitor to test the TELUS digital box with. Hoping to confirm if the issue is limited to this specific TV or can be reproduced on another screen? If the issue is impacting other screens, it could be a deffective power supply unit, which can be swapped by calling in.
Samsungs are problematic with pretty much any device.. especially the frame range.. the easy fix is to get a hdmi cable that says 8k on it, it doesnt have to be expensive.. simply has to have 8k bandwidth potential.. and all your problems will go away
- TELUS_Support
If both the TELUS Optik box and your Samsung TV have been tested and no faults were found, the issue may lie in how the devices are communicating. Here are a few steps that may help resolve the problem:
- Try a different HDMI port on your TV.
- Use a different HDMI cable to rule out intermittent cable issues.
- Power cycle both devices: unplug your TV and Optik box from power for 1–2 minutes, then plug them back in.
- Disable HDMI-CEC (Anynet+) in your Samsung TV settings, which can sometimes interfere with how external devices behave.
