Samsung TV is offline in the SmartThings app

Last Update date : Jun 19. 2024
A Galaxy phone displaying the SmartThings app with the status of a Samsung TV marked as 'offline' next to an actual Samsung TV on a wooden stand in a modern living room.

If your Samsung TV appears as offline in the SmartThings app after it has been added to the app, there are several details you can check in order to solve the issue. For example, you can check the power cord connection and network connection, and then perform a diagnostic test using SmartThings. Please follow the instructions in our guide to learn more.

Note: The provided information refers to Samsung Smart TVs sold in Canada.

If the TV is not connected to a power outlet, it may appear as offline in the SmartThings app. Additionally, a TV that has not been used for more than one month may also appear as offline.

1 Disconnect the TV’s power cord and then reconnect it.
A person's hand holding an unplugged electrical plug near a wall socket.
2 Then, turn on the TV.
3 To check the status, open the SmartThings app, and then navigate to and select the location with your TV. The TV’s current status will be displayed on its card.

Note: TVs older than 2019 may be displayed as offline when turned off, depending on the network connection method, and cannot be turned on with the SmartThings app. In this case, please turn on the TV with the remote control.

You can check the network connection using the TV’s Settings menu. If your TV is not connected to a network, it may appear as offline in the SmartThings app.

1 On your TV, navigate to Settings, then select All Settings, and then select Connection.
2 Select Network, and then select Network Status.
A screenshot of the network settings menu on a Samsung TV, highlighting the 'Network' option.

Note: Depending on your TV model, you may need to navigate to Settings, then select General, and then select Network.

3 If your TV is not connected to a network, please reset your network settings. To do so, navigate back to the Network settings menu, then select Reset Network, and then select Reset.

Note: If there is no Network Reset menu, please manually reset your network settings.

4 Then, try connecting to a network. To do so, navigate back to the Network settings menu, then select Open Network Settings, and then select Wireless.
A screenshot displaying the 'Network Type' selection menu on a Samsung TV, with 'Wireless' option selected and illustrated with a Wi-Fi signal graphic.
5 Select your Wi-Fi network, and then enter the password when prompted.

Note: Ensure your TV and phone are connected to the same network.

6 If the issue persists after resetting the network, please turn your Wi-Fi router off and then turn it on again.

You can also check if the “Power On with Mobile” setting has been enabled on your TV. If this setting is disabled, you will not be able to turn on your TV using the SmartThings app.

1 On your TV, navigate to Settings, then select All Settings, and then select Connection.
2 Select Network, and then select Expert Settings.
A screenshot showing the network options menu on a Samsung TV, with 'Expert Settings' highlighted.

Note: Depending on your TV model, this feature may not be supported, and you may need to navigate to Settings, then select General, and then select Network.

3 Select Power On with Mobile to enable it.
A screenshot of the 'Expert Settings' menu on a Samsung TV, showing the 'Power On with Mobile' option enabled, with other settings like 'IP Remote' and 'Wi-Fi' also visible.

Using the SmartThings app, you can perform an offline diagnostic test for your TV. Make sure your phone and TV are connected to the same Wi-Fi network.

1 On your phone, navigate to and open the SmartThings app, then tap Menu at the bottom of the screen, and then tap Offline diagnostics.
A close-up view of the SmartThings app on a Galaxy phone showing the 'Offline diagnostics' option highlighted in the menu.
2 Tap Run next to your TV’s name.
A screen in the SmartThings app on a Galaxy phone displaying an option to run offline diagnostics on a Samsung TV listed as located in the living room.
3 Follow the on-screen instructions to start and complete the offline diagnostics. You may need to enter a PIN on your phone or perform other specified actions.
4 Review the results of the test and perform the necessary steps.

If the issue was not resolved during the diagnostic test, you can try removing the TV from SmartThings and then registering it again.

1 On your phone, navigate to and open the SmartThings app, and then tap the Devices tab. Select the location with your TV.
A Galaxy phone screen showing the SmartThings app with the 'Devices' tab highlighted. A Samsung TV listed as 'Offline' is displayed above the navigation menu.
2 Touch and hold the TV’s card, and then tap Remove.
A view of the SmartThings app on a Galaxy phone, displaying an options menu for 'All devices' with 'Remove' highlighted, above the listing of a Samsung TV marked as offline.
3 Tap Remove again to remove the TV from the app.
A confirmation dialog on a Galaxy phone in the SmartThings app asking to remove the Samsung TV from 'My Room', with options to 'Cancel' or 'Remove'.
4 Next, from the Devices tab, tap the Add icon (the plus sign).
Screen display of the SmartThings app on a Galaxy phone, showing the 'My Room' section with an option to add a device indicated by a plus icon.
5 Tap Add under “Samsung devices”, and then tap TV. Make sure your TV is turned on.
A device selection screen on a Galaxy phone within the SmartThings app, with 'TV' highlighted as the chosen option among other devices like 'Stick vacuum' and 'Washer'.
6 SmartThings will begin searching for your TV; select it when it appears.
7 Follow the on-screen instructions to register your TV.

Finally, if the issue still isn’t resolved, you can send an error report.

Note: When sending an error report for TVs older than 2019, the TV device ID and model name must be entered manually. These details will not be automatically transmitted.

1 From the SmartThings app, tap Menu at the bottom of the screen, and then tap Contact us.
The SmartThings app on a Galaxy phone displaying the menu option 'Contact us' highlighted for user assistance.
2 Tap Error reports under Send feedback.
A menu within the Samsung Members app on a Galaxy phone with 'Error reports' selected as the active option for sending feedback.
3 Tap Device went offline, and then tap Send without diagnostics.
Screen on a Galaxy phone displaying options for 'Offline diagnostics' in the Samsung Members app, with 'Send without diagnostics' button highlighted.
4 Select your TV, and then tap Continue.
A 'Continue' button prominently displayed on a Galaxy phone screen within the Samsung Members app.
5 Complete the error report form by selecting the frequency, attaching related screenshots or videos, and entering your thoughts or concerns.
6 Select Send system log data, and then tap the Send icon in the top right corner to send the error report.
Option selected on a Galaxy phone in the Samsung Members app to 'Send system log data' to assist with resolving technical issues.
7 Next, tap Check feedback you’ve sent to view the error report and check the responses.
Menu in the Samsung Members app on a Galaxy phone showing the option 'Check feedback you've sent' highlighted for review of previous submissions.

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