What to do if the TV that was registered on the SmartThings app disappears
Important Note: The information on this page is for Hong Kong products only. Models, sequences or settings will vary depending on location and/or where the product had been purchased. To be redirected to your local support page please click here.
If the TV or another device that was registered on the SmartThings app disappears and is not visible, there are a few things you can try before registering it again. Follow the guide below as there may be an easy fix.
Check the wireless network status
Data reception may be slow, or temporary interruptions may occur when loading the app. If the router and TV are far apart, the communication may not be smooth and registration may fail.
Step 1. Tap Settings on your smartphone.
Step 2. Tap Connections.
Step 3. Tap Wi-Fi.
Step 4. Make sure the device is connected to the same Wi-Fi network with your TV. If not, select the network and enter the associated password.
Note: If more than 10 devices are connected to the router, registration may fail.
Check the items to be displayed
If you can't find your TV on the screen even after the registration on the SmartThings app is successfully completed, change the location and check the list of all the devices.
Step 1. Launch the SmartThings app and tap Devices at the bottom
Step 2. Tap on the current location at the top of the screen.
Step 3. Check if there are other locations. If yes, select them one by one to see if you can find your device.
Step 1.
Go to SmartThings app on your TV. Navigate to menu by pressing left button on your remote, then select the Location box at the top.
Step 2.
Check if there are other locations. If yes, select them one by one to see if you can find your device.
Step 3.
The device saved in the location will be displayed correspondingly.
Note: If Location and Room on your TV do not sync with your mobile device, you can try following the "Refresh your log-in status" section on this guide to refresh your SmartThings.
Step 1. Press and hold the TV card you want to move, then tap Edit.
Step 2. Tap Location.
Step 3. Select the new location you want to place your device.
Step 4. Select a room and tap Done. If there is no room in the location, you will be prompted to add a new room.
Step 5. Tap Save to complete.
Refresh your log-in status
The SmartThings app may not be able to refresh the data in time. You can force the SmartThings app to refresh by signing out and signing in again.
Note:
- Check if you are signing in to the correct Samsung account before taking action
- Make sure you are signing in to the correct Samsung account after signing out.
Step 1.
Go to SmartThings app on your TV. Navigate to menu by pressing left button on your remote, then select your Samsung account.
Step 2.
Navigate to and select My Account.
Step 3.
Navigate to and select Sign out.
Step 4.
Select Yes to confirm.
Step 5.
Scan the QR code on your TV with your mobile device. You will be prompted on your mobile device to sign in.
Step 6.
Check if you are signing in to the correct Samsung account. Select Done to finish.
Check for software updates
Make sure the software on your smartphone and SmartThings app is up to date, and if necessary, update the firmware of your TV as well.
Note: The SmartThings app is compatible with phones running Android 8.0 or higher as well as iOS 12.0 or higher.
Step 1. Launch the SmartThings app and tap Menu at the bottom right corner.
Step 2. Tap SmartThings Settings (Gear Icon) on the top right corner.
Step 3. Scroll down and tap About SmartThings.
Step 4. If your SmartThings needs update, you can update the software here.
Step 1.
Go to Settings > All Settings.
Step 2.
Select Support.
Step 3.
Select Software Update.
Step 4.
Select Update Now.
Note:
- If you are having trouble with your Samsung Smart TV, you should always check to see if there are any software updates available. Downloading the latest update may fix for your problem.
- Device screenshots, function availability, setting path, menu options and layout may vary depending on the device model and software version.
If the above information does not match what your product is showing, you may check the User Manual for your product. If you are unable to solve the problem, please contact us for further assistance.
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