The Frame Bezel inhibits ambient light detection

[user123456789]

When adding the Bezel on The Frame 32' (2022), ambient light is not detected properly.  Everything is too dark.

I was running The Frame without a bezel for a couple weeks (the white bezel was on backorder, so I had to wait for it).

The TV had some issues detecting ambient light even without the bezel, but it was acceptable.  It looked like there were only 3 levels of light it could detect (like a Low, Medium, High), but at least when the lights were on, or sun was shining into the room, it would get to the 'high' brightness level, and I could get adjust the brightness in the settings so that it would display correctly when either it was sunny or lights were on vs. lights off/night time.

Now that I installed the white bezel, the ability to detect ambient light is decreased even further, so much so, that even when the lights are on in the room, it won't detect enough light to put it in the 'high' brightness mode.  Now, it only has two levels of light detection, so I have to either jack up the brightness on the TV to make it look correct when the lights are on/sun is shining into the room, but once the lights are off (and the sun is up, but not dark), it stays super bright.

I found this post in a different Samsung forum, which talks about how there aren't enough levels of light detection on the range of brightness/sensitivity of the sensor, which I think applies to me:
https://eu.community.samsung.com/t5/tv/frame-tv-32-quot-2020-bezel-and-eco-light-sensor/td-p/2337070...

I also don't understand how/why the official Samsung Bezel (which is the whole point of getting this TV) interferes with the light sensor, so much so that it makes the Art look unrealistic in 90% of scenarios, because it can't detect the right light levels anymore.

Is there any way that this can get fixed?

If the sensor on the TV is covered/obstructed by the Samsung Bezel, is there any way to use a 3rd party sensor (via SmartThings perhaps) to send the light levels within the room to the TV, so that it can adjust accordingly?

I'd much rather have a way to better tweak the brightness settings based on the levels that the TV is detecting (more steps in detection and more range in fine tuning), but even having a 3rd party way to provide the TV with more ambient light information would be helpful in getting this to work correctly.

The whole point of this TV is so that in ART mode it doesn't look like a TV, but adding the Samsung Bezel and limited range via the built in light detection and software seems to not allow it to work correctly.

[Helenna]

Hi, we request you to perform reset on the TV by following the steps in the given link and check if the issue is solved.

https://www.samsung.com/ca/support/tv-audio-video/tv-factory-reset-and-self-diagnosis-tools/

Even after performing the above steps if the issue persists, we suggest you to get it examined by the service technician and get it fixed.

https://www.samsung.com/ca/support/service-center/

[user123456789]

Thanks for the suggestion.

I tried to reset things, but the performance is the same. 
From my test, without the Bezel, the light detection is adequate, it was when I added the Bezel where we see the problem, as it appears to have created some interference for the light sensor, and therefore the sensor isn't sensitive enough / isn't detecting the ambient light to the same degree.

Is there any documentation from Samsung on how many steps/ranges of light detection that occur on The Frame in Art Mode? or at what sensitivity/light level it adjusts?

I have a dimmable light, and if I shine more light toward the sensor, it picks it up and steps up to the next brightness level.  I also notice that the colour on the Art is adjusting fine, as more yellow temperature light is added (vs. white/cold daylight), it's just not responding sensitively enough to brightness changes (maybe due to my room configuration, but for sure, due to the added bezel)

I'm weary of bringing it into a service center to have it looked at, as I suspect they may simply say that the sensor is working as designed, and it's up to the configuration of my room.

Personally, I think there needs to be more sensitivity/steps in the brightness control/range, so that this kind of thing wouldn't be so much of an issue, especially since the addition of the Bezel has limited the ability for the sensor to work correctly. 

How do I get Samsung to review this kind of request, which would probably be a software update to how the light detection is performing/how one can adjust based on the light readings, rather than bringing it into a service center to tell my that the hardware is working perfectly fine?

I feel that if the Frame software defined smaller/more brightness level ranges that it detects (rather than just Low/Medium/High), then I could tweak the brightness that is output by the screen for each detected light level, so that it smoothly can move from a very bright room to a very dark room, without noticing the steps occurring while the light changes.

[Samsung_Ben]

Hi, 

Thanks for being patient with us while your concerns were being escalated.

You reported an issue related to Art Mode not turning off. New software will be released soon, so you can either update software manually by downloading it from the link below and update by USB, or wait until the new software is posted online for automatic update (in about 2-3 weeks).

As repair is not required, this repair request will be closed and the software update should fix the problem. Please let us know once you update and test it!

To update software manually:

• Download new software from the link: T-PTMAKUC.zip
• Or copy and paste the link below to download: https://drive.google.com/file/d/1qFWhdK4FWb-95GFSlLQadAiF_mo3hu_P/view?usp=share_link

1. Once download complete, please extract that file on USB in to root folder of USB
2. Plug in USB to TV and update software

Refer to the link below to learn how to update TV Software manually using a USB.

https://www.samsung.com/us/support/answer/ANS00062224/

I hope this helps, and don't hesitate to let us know if you have any other questions! 

[user123456789]

I never reported an issue with Art Mode not turning off. I will not try this fix, if that is all it is addressing.

Please let me know what plans Samsung has relating to updating the ambient light detection, and brightness control, which I feel affects my current situation/problem with the Art Mode, specifically with a Samsung bezel installed on the Frame.