Samsung The Frame 2021 dark scenes problem, artifacts. Please, help.

Math Rider

Novice Member
Hello. I am asking you to help, because I am aware that you are the only community that can help. Since I bought a Samsung the frame TV (model from 2021), I have endless problems with playing dark scenes, generally with image display quality for dark, black shots not only on HDR materials, but also regular HD, as well as connected and played materials via HDMI source. I will say right away that bright images always look good. In the case of black it looks exactly like in the attached photos.

In order for the problem not to be so severe and to reduce the scale of this phenomenon, also to reduce the number of artifacts, I had to make a few changes in the settings (although I tried almost all the possibilities):

1. Gamma BT.2084 for HDR and Gamma BT.1886 for HDMI have been lowered to a maximum of negative values, and the "shadow detail" option has also been lowered to a maximum of negative values.

2. The color level has only been lowered to level 14. (Lowering the color and gamma only helped slightly reduce the amount of artifacts present.)

3. The same applies to the "Contrast enhancer" option, which had to be turned off, due to the fact that with the "low" and "high" settings, there are definitely more artifacts, and the glow appearing on the blacks resembles "floating liquid or moving square blocks ". Sometimes it looks like normal compression. But it's different from compression because it also appears where there is actually nothing to display, and there are also occasional flashes / flickering of the screen when there are bright elements on a black background.

Of course, the problem was reported to Samsung and this issue was addressed, the TV was reset many times, Internet connections were checked, connections with one box connect, and finally the components were also replaced. So now, almost new tv and display issues are still the same. So the problem still exists, no matter what source is used.
Finally after everything Samsung said that it's compression. And it's not true, I tested it on different models, even from same year generation and despite a the normal compression issues as well in older models - this phenomenon simply does not exist. Even when black is gray, it does not have these strange, slightly purple artifacts, this strange contour shading, because it honestly looks as if the contours were drawn in a not natural way.

Please help. Perhaps there is some way, even drastic, of fixing this problem so that the amount of artifacts on the black does not massacre the eyes and the pleasure of viewing. Maybe there is a possibility to change something in service menu ? Please help.

My screen photos:
IMG_20211218_232055__01.jpg
IMG_20211218_231845__01.jpg
IMG_20211218_231845__01.jpg


And how the same scenes look on a different,slightly older qled model:. (It's perfect, like it should be )

IMG_20211219_003908__01.jpg

IMG_20211219_004025__01.jpg
IMG_20211219_004328__01.jpg
 

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MartinCo

Active Member
What film/ series are the scenes from? (One possibly Witcher?)

Is that from the built in Samsung apps or can you try via a firestick or Google TV if they're from Netflix or Amazon Prime in 4k? Just for comparison
 

Math Rider

Novice Member
Both titles are from netflix from the built in app unfortunately. So I'm afraid that I don't have possibility to check and compare using a firestick or google tv. I had possibility to check on different tv manufactured on samsung and everything looks fine. On my one it looks horrible and it happens everywhere, on every single source. They changed the screen and nothing changed. They changed motherboard and nothing changed. I swapped one connect box and the cable and nothing changed. There is one more board inside tv. Do you think that this part can cause a problem ? Or maybe they made mistake and they didn't change motherboard really ? 😞😞 I don't know what to do.
 

MartinCo

Active Member
Just wondered if it might be a problem with their TV app on the Frame and specific Netflix programs, something in a codec going wrong like hdr 10+ being misread

Borrowing a 4k firestick or Google TV off a friend to check with the same title would be useful

Don't know which country or area you're in, might be someone on here
 

MartinCo

Active Member
bad panel after all that? trying with a different device like a firestick - should show the same issues if so.

be nice to prove its faulty - or try the same on a shop display model.
 

Lweel8

Novice Member
Hello. I am asking you to help, because I am aware that you are the only community that can help. Since I bought a Samsung the frame TV (model from 2021), I have endless problems with playing dark scenes, generally with image display quality for dark, black shots not only on HDR materials, but also regular HD, as well as connected and played materials via HDMI source. I will say right away that bright images always look good. In the case of black it looks exactly like in the attached photos.

In order for the problem not to be so severe and to reduce the scale of this phenomenon, also to reduce the number of artifacts, I had to make a few changes in the settings (although I tried almost all the possibilities):

1. Gamma BT.2084 for HDR and Gamma BT.1886 for HDMI have been lowered to a maximum of negative values, and the "shadow detail" option has also been lowered to a maximum of negative values.

2. The color level has only been lowered to level 14. (Lowering the color and gamma only helped slightly reduce the amount of artifacts present.)

3. The same applies to the "Contrast enhancer" option, which had to be turned off, due to the fact that with the "low" and "high" settings, there are definitely more artifacts, and the glow appearing on the blacks resembles "floating liquid or moving square blocks ". Sometimes it looks like normal compression. But it's different from compression because it also appears where there is actually nothing to display, and there are also occasional flashes / flickering of the screen when there are bright elements on a black background.

Of course, the problem was reported to Samsung and this issue was addressed, the TV was reset many times, Internet connections were checked, connections with one box connect, and finally the components were also replaced. So now, almost new tv and display issues are still the same. So the problem still exists, no matter what source is used.
Finally after everything Samsung said that it's compression. And it's not true, I tested it on different models, even from same year generation and despite a the normal compression issues as well in older models - this phenomenon simply does not exist. Even when black is gray, it does not have these strange, slightly purple artifacts, this strange contour shading, because it honestly looks as if the contours were drawn in a not natural way.

Please help. Perhaps there is some way, even drastic, of fixing this problem so that the amount of artifacts on the black does not massacre the eyes and the pleasure of viewing. Maybe there is a possibility to change something in service menu ? Please help.

I had the exact same problem and even had artifacts in the black bars at the bottom of the screen. This was in the Samsung Netflix app. I switched to the Xbox Netflix app and the artifacts went away completely. So, it appears to be an issue in the app and not the TV, for me at least. I hope the same is true for you!
 

fred345

Novice Member
Did you find a solution? I have the same problem on a frame 2021 model. It dose not matter if I run from the internal apps or from a Apple TV 4K, the artifacts both in the picture and black bars are there from both in the exact same way and from all streaming services like Netflix, Disney+ and so on.
 

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Math Rider

Novice Member
You see, this is it, exact same problem. Samsung tried to tell me that it's just the compression and they don't know anything about it, because almost no one had that issue till now. But it's funny that they didn't know.. of course they know it, because after screen and mainboard replacement, problem was still visible in a same way.. so I said to them that they will repeat that bull*hit about compression in front of court, so finally they wanted to send service to me again. But I'm not patient person, I had enough of waiting for fix to my problem and just didn't wait and I sold it to a person who wanted this just to mount this on the wall for art. I changed the brand and everything is perfect now. Just perfect. Same samples, same sources, same internet connection.. and it's fine. How it possible ? So.. Basically problem was visible on every single streaming service. Even standard tv canals had that problem too, so it means that this situation happens on every single source and this is just badly created gpu. What you can do is just force them to change the screen and mother board.. and if it will be still visible .. make them change it again. Maybe after few attempts will be ok for u. But you need to be patient, that battle will take some time. I attached few names of samples from youtube. Have a look how it looks for you. Those samples were disgusting on my frame ..blocky crap. Have a look. First on youtube is "8K HDR Creation 6 II", and also "creation 7 I" and "Bose demonstration dolby atmos".
 

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fred345

Novice Member
that sounds like bad news, sounds like it’s maybe not a quick repair of the screen or some picture adjustments. More like it’s a software issue with what the unit dose with the video signal. Did you try a lot to calibrate/adjust the black levels and things like that. What did Samsung tell you from the beginning? They thought it was a hardware failure first before the other excuses?
 

nomnomnom

Novice Member
I have the same issue (Samsung frame, 65 inch 2021)
Updated to latest software and still persists! Anyone find a solution/root cause yet?
 

michael1189

Active Member
I have the same issue too. Samsung 65 2021 frame. Seems to be related to the Netflix app as playing same content through the plex app dosnt have same issues.
 

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