Asking Questions

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

Registering Questions

When there is a problem with application service or application management on Samsung Smart TV, or when you need technical support for TV application development, you can register your question in 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.

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

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 application and defect, so you only need to enter and submit the rest of the information.

Providing as much detailed information as possible will help you get a quick response from Samsung. Omitting important details about an issue can result in multiple queries asked through comments to get the information you need, which will increase the time it takes to get a final answer.

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
Application

 Enter the application and version information to be asked. You can choose from a list of applications 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
Device where issue found on

 Device that the issue was found on. In some categories
Reproduce condition

 For a 'Service Failure > Error on TV' question, describe the process of reproducing the problem on the TV. In some categories
Log file

 For a '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

The severity of the problem for 'Service Failure' is divided into 3 levels:

Level Definition Case
1st grade

 Failure when executing the application
  • Lock up
  • Infinite loading
  • Black screen
  • Not executed or exited
  • Unable to play video files
  • App enters screen saver mode while playing video
  • Legal or contract issue
2nd grade

 Partial failure of the application
  • Unable to play some video contents
  • Cannot enter the 2nd or 3rd depth menu

    		•
    3rd grade

    		 Application usage problem
    • Application loads extremely slowly
    • Application sometimes fails to execute

    Click either the "Save Draft" or "Submit" button after filling out your question.
    If you click "Save Draft", a 1:1 Q&A ticket will be created in the status of 'Ready to Submit'. If you click "Submit", the ticket is immediately submitted to Samsung and enters the 'Submitted' status.

    To Modify Question

    Questions that have not yet been submitted, which are in the 'Ready to Submit' status, can be edited.

    If the 1:1 Q&A page can be edited, the "Edit" button is present. If you click the button, you are taken to a page where you can correct or amend the question.

    After correcting the question, you can click either "Save Draft" or "Submit".
    If you save the draft, the 'Ready to Submit' status is maintained, but if you click "Submit", the question is immediately submitted to Samsung and the 1:1 Q&A ticket status becomes 'Submitted'.


    To Delete Question

    Questions that have not yet been submitted and are in the 'Ready to Submit' status can be deleted.

    If the 1:1 Q&A page can be deleted, the "Delete" button is present. If you click the button, the question is deleted immediately after asking for confirmation.

    Deleted questions cannot be recovered.

    To Add Comment

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

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

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

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

    To Modify Comment

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

    The "Edit" button is present for editable comments. If you click the button, a comment edit pop-up is opened.

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

    To Delete Comment

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

    The "Delete" button is present for editable comments. If you click the button, the comment is deleted after asking for a confirmation.

    Deleted comments cannot be recovered.