TV screen goes black, but everything else works

Question

Hisense UHD A6100 50” TV

Heinrich Farber @skollie

Rep: 23

3

1

Postato: 3 dic 2018

Opzioni

TV screen goes black, but everything else works

I bought a Hisense A6100UW 50” TV just over a week ago, but about 3 days after I bought it, this thing happens where the screen would go black, but not the type of black like when the tv is off, it still has some light.

The weird thing about this is that it ONLY happens with my PC which is always connected. It also only happens when I’m either streaming a video on YouTube, Netflix or SuperSport or watching a video through VLC. I have an NVIDIA GeForce 750 GTX 1GB graphics card with a DVI to HDMI adapter. The HDMI cable is connected through this adapter to the TV. The HDMI port of my graphics card is broken. My PS4 is also connected and this never happens on the PS4.

Another weird thing is that I can still access the settings of the TV and there is still sound coming from the TV speakers. In order to get the display back I can either disconnect and reconnect the HDMI cable, change the input and change it back to the PC or change the aspect ratio. All these methods bring back a display on the TV and it would continue normally until the screen goes black again.

I did contact Hisense and they said they can send someone to come and do a repair, but I told them the problem disappeared and it did for 3 days, but now it’s back again. Before I contact them again, I would first like to see if someone here maybe knows what this is and how to fix it. I’m thinking that it has to be something on the PC, but I’m not sure.

I’ve reset the TV to factory settings, updated my graphics drivers (Windows 10), changed the HDMI cable and changed all settings on the TV, but nothing works.

Risposto! Visualizza la risposta Anch'io ho questo problema

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Hi @skollie ,

Just curious as I couldn't find the user manual for your model TV online.

Are any of the HDMI ports on the TV labelled as HDCP / HDMI?

(I'm assuming given that the TV is a 2018 model that it will be HDCP compliant but perhaps not every HDMI port is set up for it. If there are try using a port that is not designated as such.

Have you tried a different HDMI port on the TV anyway, e.g. the one that the PS4 uses for instance?

Sometimes problems can occur between non HDCP and HDCP devices when viewing HD video.

Just a thought and apologies if it comes to nothing.

3 dic 2018 da jayeff

Hi there @jayeff. Thanks a lot for your answer. I did switch the HDMI cables around like you said, but it still happened. After your post I did some research on HDCP and it’ll make a lot of sense if this is the case. The TV doesn’t show anything on the ports about HDCP, so I’ll just assume they all have it.

I can’t find my HDMI splitter (to bypass HDCP), but I’ll update once I found it. Thanks again for your answer!

3 dic 2018 da Heinrich Farber

@jayeff Hi there. After a few steps I went through to figure out this problem (using the HDMI splitter and checking my DVI adapter) I eventually figured out that it was my PC’s resolution that gave the problem. It was set to 4096 x 2160, but when I changed it to 3840 x 2160 the problem was solved (though the sides of the screen is cropped out). Anyway, just want to thank you for giving me the info on HDCP. If you didn’t, I wouldn’t have tried to change the graphics card which could only go to 1920 x 1080, and realized that it was the resolution. I still don’t get why this happens on the higher resolution, but at least I now know it’s not the TV giving problems. Thanks a lot and enjoy your day!

6 dic 2018 da Heinrich Farber

Hi @skollie

Thanks for the feedback.

Are you sure that it is still not a TV problem, inasmuch as there are a lot of definitions of 4K?

If your TV is a 4K TV it seems that it may use the accepted 3840 x 2160 version definition of 4K but I'm thinking that there shouldn't be any cropping occurring at that resolution then.

Is there any information in the TV manual regarding the resolution? It may not be 3840 x 2160 for instance but something close to it, maybe not 3840 though

Bit confused about the 1920 x 1080 (was that another video card?) but if your video card can go to 3840 x 2160 and you have the latest video card drivers installed and if the TV's native resolution for 4K is 3840 x 2160 there shouldn't be any cropping. If there is it may be something to ask Hisense about.

Have you checked if the TV has the latest firmware installed? It is not unknown that even the latest model may not have the latest firmware as it could have been in the warehouse for a while before being sold and there may have been an update after it was made.

Just some more thoughts,

Cheers

7 dic 2018 da jayeff

Hi @skollie,

I'm having the exact same problem and I have the exact same model Hisense TV. However my TV's screen goes black with my PS4 and not my PC.

I've been able to recreate the "black out"as it always happens at the exact same time in certain videos that I watch.

I'm not super savvy with TVs and I can still return the TV but it's going to be a lot more effort than trying to fix the problem if it is as simple as yours was.

Anything you would recommend me checking or settings that could cause the issue?

I would greatly appreciate any help.

7 feb 2019 da LJ Moolman

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Soluzione Prescelta

LJ Moolman @badgerforce

Rep: 79

3

1

Postato: 23 ott 2019

Opzioni

Hey @skollie , don’t know if you still have this problem but I had it solved by updating my TV’s firmware. The two or three videos that caused the black screen has not caused it again and it seems solved (fingers crossed). Check out the [Personal Experiences] Hisense TV's thread on https://mybroadband.co.za and a Hisense Rep will provide you with the link to the update!

Hope it helps!

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8 Commenti:

Hi @badgerforce. Thanks for the update. The problem still occurs occasionally. So I have to update this way through the link? I see my TV says it's updated to the latest version (don't know why they just put the update there.

Is it possible that you can provide the link please? This way we can help a lot of other people as I still get asked questions about this. Or is the link unique to every TV or something.

Thanks again for posting here again. When I contacted Hisense about this they just wanted to send out a technician after I specifically told them it's not a hardware issue

23 ott 2019 da Heinrich Farber

Here you go:

HE50A6100UWTS(A002)_J0819

http://hsekp.hisense.com/ekp/hisense/fil...

Password: iOaY

Download it and then unzip the .BIN file onto a FAT32 freshly formatted flash drive, plug it in to your TV, Go to Settings/Support/Upgrade from USB and it should update.

If that doesn't work post a message on the MyBroadBand thread

23 ott 2019 da LJ Moolman

@badgerforce Wow man, thank you very much man! Me and a lot of other people here will see you as our saviour. Thanks so much for this!

23 ott 2019 da Heinrich Farber

@badgerforce can you maybe share the link for the update again please I have the same problem with my Hisense 43" Smart UHD and it occured regularly while playing The Elder Scrolls V on PS4 and it would just go full black but I could still hear everything in the background

24 apr 2020 da Rossman Goeiman

im also experiencing this issue suddenly from no where, however the posted link is currently showing expired. can someone update?

25 apr 2020 da freewavelifestyle

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Hi @skollie ,

Just curious as I couldn't find the user manual for your model TV online.

Are any of the HDMI ports on the TV labelled as HDCP / HDMI?

(I'm assuming given that the TV is a 2018 model that it will be HDCP compliant but perhaps not every HDMI port is set up for it. If there are try using a port that is not designated as such.

Have you tried a different HDMI port on the TV anyway, e.g. the one that the PS4 uses for instance?

Sometimes problems can occur between non HDCP and HDCP devices when viewing HD video.

Just a thought and apologies if it comes to nothing. — jayeff
Hi there @jayeff. Thanks a lot for your answer. I did switch the HDMI cables around like you said, but it still happened. After your post I did some research on HDCP and it’ll make a lot of sense if this is the case. The TV doesn’t show anything on the ports about HDCP, so I’ll just assume they all have it.

I can’t find my HDMI splitter (to bypass HDCP), but I’ll update once I found it. Thanks again for your answer! — Heinrich Farber
@jayeff Hi there. After a few steps I went through to figure out this problem (using the HDMI splitter and checking my DVI adapter) I eventually figured out that it was my PC’s resolution that gave the problem. It was set to 4096 x 2160, but when I changed it to 3840 x 2160 the problem was solved (though the sides of the screen is cropped out). Anyway, just want to thank you for giving me the info on HDCP. If you didn’t, I wouldn’t have tried to change the graphics card which could only go to 1920 x 1080, and realized that it was the resolution. I still don’t get why this happens on the higher resolution, but at least I now know it’s not the TV giving problems. Thanks a lot and enjoy your day! — Heinrich Farber
Hi @skollie

Thanks for the feedback.

Are you sure that it is still not a TV problem, inasmuch as there are a lot of definitions of 4K?

If your TV is a 4K TV it seems that it may use the accepted 3840 x 2160 version definition of 4K but I'm thinking that there shouldn't be any cropping occurring at that resolution then.

Is there any information in the TV manual regarding the resolution? It may not be 3840 x 2160 for instance but something close to it, maybe not 3840 though

Bit confused about the 1920 x 1080 (was that another video card?) but if your video card can go to 3840 x 2160 and you have the latest video card drivers installed and if the TV's native resolution for 4K is 3840 x 2160 there shouldn't be any cropping. If there is it may be something to ask Hisense about.

Have you checked if the TV has the latest firmware installed? It is not unknown that even the latest model may not have the latest firmware as it could have been in the warehouse for a while before being sold and there may have been an update after it was made.

Just some more thoughts,

Cheers — jayeff
Hi @skollie,

I'm having the exact same problem and I have the exact same model Hisense TV. However my TV's screen goes black with my PS4 and not my PC.

I've been able to recreate the "black out"as it always happens at the exact same time in certain videos that I watch.

I'm not super savvy with TVs and I can still return the TV but it's going to be a lot more effort than trying to fix the problem if it is as simple as yours was.

Anything you would recommend me checking or settings that could cause the issue?

I would greatly appreciate any help. — LJ Moolman
Hi @badgerforce. Thanks for the update. The problem still occurs occasionally. So I have to update this way through the link? I see my TV says it's updated to the latest version (don't know why they just put the update there.

Is it possible that you can provide the link please? This way we can help a lot of other people as I still get asked questions about this. Or is the link unique to every TV or something.

Thanks again for posting here again. When I contacted Hisense about this they just wanted to send out a technician after I specifically told them it's not a hardware issue — Heinrich Farber
Here you go:

HE50A6100UWTS(A002)_J0819

http://hsekp.hisense.com/ekp/hisense/fil...

Password: iOaY

Download it and then unzip the .BIN file onto a FAT32 freshly formatted flash drive, plug it in to your TV, Go to Settings/Support/Upgrade from USB and it should update.

If that doesn't work post a message on the MyBroadBand thread — LJ Moolman
@badgerforce Wow man, thank you very much man! Me and a lot of other people here will see you as our saviour. Thanks so much for this! — Heinrich Farber
@badgerforce can you maybe share the link for the update again please I have the same problem with my Hisense 43" Smart UHD and it occured regularly while playing The Elder Scrolls V on PS4 and it would just go full black but I could still hear everything in the background — Rossman Goeiman
im also experiencing this issue suddenly from no where, however the posted link is currently showing expired. can someone update? — freewavelifestyle

Heinrich Farber @skollie Rep: 23 3 1 · Answer 1 · 2018-12-07T06:58:10-07:00

Heinrich Farber @skollie

Rep: 23

3

1

Postato: 7 dic 2018

Opzioni

Hi @jayeff

The other graphics card I mentioned was an old GT 430 I had lying around that I inserted and checked if it did the same. The graphics card could only go to 1920 x 1080. In all this time I tried fixing this I found a Family Guy episode where at a certain spot in the episode the screen would go black. I used this video to test it. It didn’t happen with the old card so I switched back to the 750 GTX and thought it had something to do with the resolution.

I then checked in NVIDIA Control Panel and I saw that the resolution was different than Windows’ resolution and it was at a 60Hz refresh rate which I know my card can’t handle as it doesn’t have HDMI 2.0 and that I’m using the DVI port. I changed this to 30Hz and restarted the computer and the cropping disappeared as well as the problem.

I feel pretty stupid that it was such a minor problem, but now I’m hust relieved. Thanks for your reply!

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So how do you fix it I’m young and I don’t understand this solution what do you have to do to fix it

15 giu 2019 da Riley

Hi @lavarock

There doesn’t seem to be a permanent fix for consoles except changing the console to a 4K resolution (if it has the ability).

There are other comments on this post explaining more about this. This problem doesn’t seem to happen when I’m playing a game, because I always have HDR enabled, but then again, the game should support it.

Sorry for not having a definite answer, this is something Hisense should fix themselves.

15 giu 2019 da Heinrich Farber

Hi @skollie ,

Everything is easy in hindsight.

You found the problem and fixed it, so feel good about it.

Enjoy your new TV!

7 dic 2018 da jayeff

When you turn on the TV, the name of the company comes out, then the TV picture is black. Try all the methods and it still does not work

3 nov 2021 da Muktar Hussein

58 inch A6100 model tv and thanks

3 nov 2021 da Muktar Hussein

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