A Frame TV spends most of its life lit up on the wall, so a line, a dark patch or a blank screen is noticed fast. Before you book a repair, a short, ordered set of checks can tell you whether the fault is in the TV panel, the One Connect box, or something simple like a cable or input. This guide gives that order, based on Samsung's own support guidance, and explains what to document so a warranty or protection claim goes smoothly.

Step 1: Rule out the easy causes

• Check the input. Samsung notes a TV can show a black screen if it is set to a source whose device is turned off. Switch to the built-in Tizen home screen or Art Mode.
• Power cycle. Switch the TV off and unplug it for about 60 seconds, which is the length Samsung's lines guidance suggests, then plug it back in. Community advice also mentions holding the physical power button while unplugged, but that is not an official step.
• Reseat cables. Press HDMI and the One Connect cable firmly in at both ends.
• Try another source. If lines only appear from one console or streamer, the fault is probably that device or its cable.

Step 2: Run the Picture Test

Samsung's support pages point to Settings > Support > Device Care > Self Diagnosis > Picture Test on current models (older sets order the menus slightly differently). The test draws images generated by the TV itself, so it separates TV faults from outside signals:

• Problem visible in the test: Samsung points toward a hardware cause, so request service.
• Test looks clean: the issue is more likely an external device, cable or setting. Check connections and the source.
• Intermittent faults: Samsung suggests booking a technician, since an issue that comes and goes can still be hardware.

Step 3: The One Connect box disconnect test

If your Frame has a separate box (see our One Connect box guide for which sizes do), Samsung support describes this test for a dead or black screen: unplug the box's power cord or the near-invisible cable, then watch the TV. If a message or picture appears on the TV once the box is disconnected, the box is the likely culprit and needs replacing. If the TV powers on with nothing at all, request service. Some owners with a "connection error" screen report the same split; one 2017 owner found that swapping in a new box and cable did not clear banding, so the box is not always the cause.

Symptom cheat sheet

Dead and stuck pixels: what is actually covered?

We could not find a current, official Samsung threshold for how many defective pixels qualify for repair. Owner reports vary widely: some say a few isolated dots were treated as normal and not covered, another says a minimum count was required. Older forum posts quote zero tolerance in an initial window, but those are secondhand and dated. Retailer return policies are often more generous than the manufacturer's, so check for a pixel policy or a return window at the store. Ask Samsung for its pixel policy for your country in writing, and note that a cluster, a line, or a pixel in the centre of the picture is a stronger case than one speck at the edge. RTINGS also points out that dead-pixel protection differs between brands, so do not assume it is included.

Art Mode not behaving?

Art Mode glitches usually trace to software state. Owners on Samsung's community forums report that unplugging the TV at the wall for around ten seconds, restoring power and leaving the TV on so the Art app can update cleared a stuck Art Mode; others needed a Smart Hub reset suggested by a support technician. A full reset erases personal settings, so treat it as a last resort and note down your Wi-Fi and account details first. These are community reports, not official procedures. Also review our guides to remote pairing and safe screen cleaning, since a dead remote or a heavy-handed wipe can look like a fault.

Before you call service: document everything

• Record a short phone video of the fault, plus the Picture Test result.
• Write down the model code and serial number (Settings or the back label) and the purchase date.
• Note what you already tried, in order, and the date the fault began.
• Check your warranty status first, since one owner discovered theirs had lapsed. Our warranty and Care+ guide explains what plans usually cover.
• Ask whether repair is in-home or carry-in; a 75-inch or larger panel is hard to transport, as our moving guide shows.

Prompts to test your screen (and to enjoy once it is fixed)

Flat solid-colour or gradient images are handy for spotting stuck pixels and uneven areas, and they are easy to generate:

• Flat, edge-to-edge smooth gradient from deep black to mid grey, no texture, no objects.
• Flat, edge-to-edge pure white paper texture, uniform and even, no shadows.
• Flat, edge-to-edge watercolor wash in calm blue-green, soft even tone, for a gentle return to Art Mode.
• Flat, edge-to-edge minimalist abstract in warm sand and charcoal, large calm shapes.

Frequently asked questions

Why are there vertical lines on my Frame TV? If they appear in Samsung's Picture Test and on every input, Samsung's guidance points to hardware, so request service. If they only appear from one device, check that device and its cable first.

Can I replace the One Connect box myself? Samsung says that if the TV shows a message or picture after the box is disconnected, the box needs replacing. Ask Samsung or your seller which part number matches your model before buying one.

Is one dead pixel a reason for a replacement? Policies differ by country and retailer, and we found no confirmed official Samsung number. Ask for the policy in writing and use the retailer return window if you are within it.