Asking Question

This guide explains how to register your question in 1:1 Q&A and get support through a Samsung representative.

Registering Question

When there is a problem with app service or app management on Samsung Smart TV, or when you need technical support for TV app development, you can register your question in the 1:1 Q&A of the TV Seller Office to receive support from Samsung's representatives.

To register a new question, click the [Ask Question] button in the '1:1 Q&A' menu.

Figure 1. 1:1 Q&A

Figure 1. 1:1 Q&A

Figure 2. Select Question Category

Figure 2. Select Question Category

On the page provided, you first select a question category and you will be presented with a question form for that.

Note

For more information on question categories, refer to the 1:1 Q&A Categories guide.

Also, if you have a question about a defect, you can register your question right away by clicking the [1:1 Q&A] button. In this case, the appropriate question category is automatically selected, and the question form is automatically populated with information about the app and defect, so you only need to enter and submit the rest of the information.

Figure 3. Defect Details

Figure 3. Defect Details

Figure 4. Write Detailed Question

Figure 4. Write Detailed Question

Providing as detailed information as possible will help you get a quick response from Samsung. Missing important details about an issue will result in multiple Q&A through comments to get the information you need, and it will take time to get a final answer.

Table 1. Q&A Input Fields
Input Field Description Mandatory
Q&A Title Enter an outline of the question as a one-line title. Yes
Description Explain the question in detail. Yes
App Enter the app and version information to be asked. You can choose from a list of apps you have. In some categories
Date when issue found on For a 'Service Failure' question, enter the date and time the problem occurred. In some categories
Country/Region where issue found on For the 'Service Failure > Error on TV' question, enter the country/region information where the problem was found. In some categories
Device where issue found on Enter the device information of the TV where the problem was found. You can select from the list of TVs you have registered, and if not, you can enter a new one. Device information can be checked in the TV's ‘Menu > Support > Contact Samsung’ menu. In some categories
Reproduce Condition In the case of 'Service Failure > Error on TV' question, it describes the process of reproducing the problem on the TV. In some categories
Log File In the case of 'Service Failure' question, if there is a log file that records the problem situation, attach it. No
Attachment If you have an image or video file that captures the problem situation, attach it. No
VOC Grade For a 'Service Failure' question, enter the severity of the problem. In some categories
Watchers Enter the email addresses of people who will receive email notifications about the progress of this Q&A. No
Note

When entering a Q&A title, we recommend a guide that may be helpful to the seller according to the keyword, so you can click to refer to the content. You can also find the answer before writing the question.

The severity of the problem for 'Service Failure' is divided into three levels:

Table 2. Service Failure Grades and Cases
Level Definition Case
1st Grade Failure when execute application - Latch up
- Infinite loading
- Black screen
- Not executed or exited
- Cannot play video file
- Enter into screensaver mode while playing video
- Legal issue, or contract issue
2nd Grade Partial failure of application - Cannot play a few video contents
- Cannot enter the 2nd or 3rd depth menu
3rd Grade Application usage problem - Application is loaded extremely slowly
Sometimes application cannot be executed

You can [Save Draft] or [Submit] after filling out your question.
If you [Save Draft], a 1:1 Q&A will be created in the status of 'Ready to Submit', if you [Submit], it is immediately submitted to Samsung and the 1:1 Q&A status becomes 'Submitted'.

Editing Question

Questions that have not yet been submitted, i.e. questions with a status of 'Ready to Submit' can be edited.

In the 1:1 Q&A page that can be edited, the [Edit] button is provided, and if you click the button, the question correction page is provided.

Figure 5. 1:1 Q&A Details

Figure 5. 1:1 Q&A Details

After correcting the question, you can still [Save Draft] or [Submit].
If you [Save Draft], 'Ready to Submit' status is maintained, if you [Submit], it is immediately submitted to Samsung and the 1:1 Q&A status becomes 'Submitted'.

Note

Once you have submitted your question to the 'Submitted' status, you cannot edit the original question, you can only add comments.

Deleting Question

Questions that have not yet been submitted, i.e. questions with a status of 'Ready to Submit' can be deleted.

In the 1:1 Q&A page that can be deleted, a [Delete] button is provided, and if you click the button, it will be deleted immediately after confirming whether or not to delete it.

Figure 6. 1:1 Q&A Details

Figure 6. 1:1 Q&A Details

Deleted questions cannot be recovered.

Adding Comment

After the question is registered, the Seller can exchange opinions with Samsung representatives through comments from time to time until Samsung's answer is completed.

In addition to the question registrant, members of the group can also add comments.

To add a comment, click the [Add Comment] button on the 1:1 Q&A page.

Figure 7. Add Comment

Figure 7. Add Comment

When you enter the content in the pop-up provided and click the [Done] button, the content will be added with the title of 'Commented by Author' to the comment list of the 1:1 Q&A.

Editing Comment

Comments that you have registered can be edited until other comments are added.

A [Edit] button is provided for editable comments, and if you click the button, a comment edit pop-up is provided.

After editing the content, click the [Done] button to update the content in the comment list.

Deleting Comment

Comments that you have registered can be deleted until another comment is added.

A [Delete] button is provided for editable comments, and if you click the button, it is immediately deleted after confirming whether to delete it.

Deleted comments cannot be recovered.