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Nathan
Nathan, Installer
Category: TV
Satisfied Customers: 41400
Experience:  Custom home theater installer, authorized dealer top brands.
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The green online button is on but no picture or sound, model

Customer Question

The green online button is on but no picture or sound, model No 65u6863db
JA: What device or product has sound issues?
Customer: Tv model no 65u6863db also no picture
JA: Are there any HDMI cables or A/V jacks (red, yellow, and white cables) plugged into your 65U6863DB?
Customer: Yes thereis a hdmi cable plugged into it
JA: Was there a power outage recently?
Customer: It went off at 9pm last night.
JA: Anything else you want the TV Expert to know before I connect you?
Customer: Yes do u know where the reset button is on this tv model 65u6863db please.
Submitted: 17 days ago.
Category: TV
Customer: replied 17 days ago.
there is a hdmi cable plugged into it
Expert:  Nathan replied 17 days ago.

Hi, I'm Nathan.
Sorry to hear that you're having trouble with this but I'll do my best to help you.

Expert:  Nathan replied 17 days ago.

Unfortunately, the issues you are experiencing are symptomatic of an internal hardware defect, meaning a faulty power supply or main/control board, though there are many possible failure points. This issue could be a manufacturing defect, but is also often caused by a power event (shock/surge, prolonged over/under voltage condition, etc).

This could also be the result of age related wear and tear; as a 2018 model tv, that type of failure wouldn’t be surprising for this brand. These are some of the lowest quality tvs on the market. They are built to meet a certain price point, not for quality or reliability. It is completely normal and expected to see them last just a year or two at best.

There is one step you can take here, both as a possible fix, as well as a diagnostic evaluation:
1) Unplug the power cord from the outlet

2) Wait at least 1 hour (60+ Minutes)

3) Press and hold the power button (on the set, not the remote) for 60 seconds
4) Keep holding power button while plugging back in, and for another 60 seconds after. When plugging back in, go directly to the wall outlet, bypassing any power strips or surge protectors.

If this reset process does not work, it would unfortunately confirm an internal hardware failure.

This is something that would require repairs to correct; if you're thinking about a do it yourself repair, you'll need to be comfortable and skilled with electronics repairs, which could include dismantling the set (removing the back panel of the tv), diagnostics testing with a multimeter, changing out boards as needed, and possibly desoldering/removing and soldering/replacing individual components.

If you’re considering repair at a local shop, you’ll find a typical repair to be around $300 for diagnostics, parts, and labor, all for no significant extension to the life of the tv. You may get a few more months out of it, but other parts will continue to fail and need more and more investment. It would not be expected to last years+

For a tv of this brand/age however, replacement will make more sense. You can get a brand new 4k LED tv with a fresh warranty, from a more reputable brand, in the $700 range.

I can help you with finding parts, finding a repair shop, or recommending replacement options, if desired.

My apologies for the news,

Nathan