Optik TV box not functioning with samsung tv

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