Experiencing an ad icon stuck on your Samsung Smart TV screen can quickly turn a movie night into a test of patience. These persistent, unremovable display icons often promote features like Smart Hub, SmartThings, or Galaxy Home integrations. Typically positioned in a corner, these icons appear during startup or remain fixed while you're streaming content — and for many users, they simply don’t go away.
The intrusion not only distracts from what’s on screen, but it also disrupts the immersive appeal Samsung's high-end displays are known for. Whether it’s the 2022 Neo QLED or older Tizen-based models, users across product lines have reported the same issue: a seemingly permanent promotional overlay that ignores remote commands. Resolving this glitch restores full visual access and eliminates the disruption that interrupts content consumption in the most visually obtrusive way.
When a Samsung TV shows a display element—like an icon, banner, or ad—that remains visible without user interaction, it's classified as "stuck." This issue affects user experience by overlaying unwanted visuals during content playback. The overlays range from promotional tiles and app logos to volume icons or even Smart Hub ads that pop up and stay fixed.
The following are the most frequently reported persistent visuals:
These elements interfere with normal viewing and often resist typical remote commands like back or exit.
Three primary causes account for icons or ad banners that refuse to disappear:
Searching phrases like "Turn icon off", "Problem with Samsung TV ads", or "Display won’t go away" usually lead to user-forum discussions, which highlight the widespread nature of the issue. Each route mentioned above contributes differently, but misconfigured Retail Mode remains the leading source on new or recently reset TVs.
Software bugs in Samsung's Tizen-based TV operating system have occasionally led to persistent on-screen display (OSD) elements, including ad banners or app icons that remain even after restarting the device. These glitches interfere with normal viewing and are often linked to specific firmware builds.
Firmware updates intend to patch vulnerabilities and improve performance, but certain versions have introduced issues instead. For example, users posting in Samsung's official community forums and on Reddit threads like r/samsung have frequently reported that firmware version 1310.1 prompted display anomalies, mainly affecting Smart Hub elements that wouldn't disappear even when not in use.
When these banners or icons fail to refresh or disappear, the root cause often traces back to corrupted UI components or software loops that fail to execute visibility toggling correctly. In multiple user cases, a restart alone didn't remove the elements, indicating deeper systemic errors introduced post update.
Posts dating back to 2021 on the Samsung US Community forum document how banner ads remained fixed despite disabling ad services. One user noted:
"After updating to firmware 1304, an Amazon Prime banner stays stuck on the bottom right, blocking subtitles. Resetting Smart Hub did nothing."
Similar threads on AVSForum and Digital Trends add to this pattern—dozens of users across different models report persistent OSD overlays, with a noticeable spike in complaints immediately following particular firmware pushes. It’s evident that these aren't isolated—or hypothetical—issues.
Unlike Android-based smart TVs, Samsung’s Tizen OS doesn't include a formal Safe Mode, which complicates diagnosing these bugs. However, a basic power cycle remains an effective first step. Users should:
This manual restart forces the mainboard to clear volatile memory caches, resolving some temporary software lockups.
If the icon persists after a power cycle, the problem likely resides in the UI layer of the software stack, possibly requiring advanced steps like a factory reset or accessing the service menu—both covered in later sections.
Certain OSD icons can linger on Samsung TVs far longer than they should. The most common culprits include:
Samsung's Smart Hub integrates content discovery and advertising. This often manifests through:
Not every persistent image is the result of a malfunction. Some display elements are baked into the Smart TV UI.
Visual clutter becomes easier to isolate once you understand the difference between system-level overlays and network-fed advertising:
If the icon appears regardless of the HDMI input or app being used, chances are you’re dealing with an OSD issue. If the content changes over time or promotes products, it’s an ad integration.
Samsung’s Smart Hub interface integrates content suggestions, app highlights, and interactive ad placements directly into the TV’s home screen. If icons or banners persist and disrupt viewing experience, specific settings allow manual control over what gets displayed. Here's how to limit or disable several of these ad-driven features:
Although Samsung’s ad system doesn’t offer a universal opt-out feature, it does provide content suggestion filters that reduce ad frequency. Inside the Smart Hub settings:
Samsung embeds some promotional content directly into the Smart Hub layout, such as sponsored tiles on the home screen. These are hardcoded into specific firmware builds and can't be completely removed through consumer-facing settings. While toggling ad preferences and turning off viewing information services reduces targeted banners, non-personalized ads or branded content tiles might still appear.
Even with limited control, these adjustments will reduce how prominently ads appear across menus and during regular use. Want to go deeper into ad removal? The service menu (covered in section 9) offers further customization—but use with care, as it's not intended for general users.
Glitches in display icons and stuck ad banners on Samsung TVs often trace back to firmware discrepancies. An outdated or buggy software version can interfere with system functions, leading to persistent overlays that can't be switched off through normal settings.
When the firmware isn't current, compatibility gaps may emerge between the TV's Smart Hub, ad-serving framework, and user interface. These mismatches can freeze promotional tiles or app icons on the screen—even after rebooting or changing input sources. Firmware releases routinely patch these inconsistencies.
Samsung TVs allow manual firmware updates through the on-screen menu. Here's how to proceed:
If a newer version is available, the system will download and install it. During installation, the screen may flicker or restart—this is normal and temporary.
Before diving into firmware updates, remove residual glitches by power cycling the device. Here's what to do:
This forced reboot flushes cached data and can clear stuck overlays without altering settings or losing user preferences.
Even after a clean update, Samsung may push server-side changes that override local settings. These remote firmware adjustments sometimes re-enable Smart Hub ads or branded icons—even if manually disabled. In such cases, the firmware reported in the system menu may remain unchanged, while the display behavior shifts due to background modifications driven by Samsung servers.
If ad banners or display icons refuse to disappear even after adjusting Smart Hub settings and updating the firmware, a factory reset eliminates lingering system behaviors, including demo mode and built-in promotional overlays. This is not a first-line solution but one to consider after every other troubleshooting path has failed to resolve the issue.
Use the TV's built-in settings menu. The process resets the software to its original state when it left the factory, removing stored preferences, applications, and network connections.
Expect the startup experience to mirror the first time the TV was turned on—language selection, Wi-Fi setup, and Samsung account prompts will appear. Previously installed apps from the Smart Hub will no longer be available until reinstalled manually.
Besides disabling all user-defined settings, a factory reset wipes:
Critically, this process disables 'Demo Mode' or 'Store Mode' if either one has been inadvertently enabled during setup. Smart signage features used in retail demonstration units are also turned off as a result, which directly removes any promotional display icons or banner content programmed for in-store devices.
Factory resetting should not be the first solution. It comes with a full wipe of personal configurations and app data, requiring setup to be repeated from scratch. Use it after updating firmware, disabling Smart Hub ads, and attempting other non-invasive corrections.
On Samsung TVs, persistent on-screen display icons or promotional banners often stem from being locked in Demo Mode or activating Picture-in-Picture (PIP) unintentionally. Both features alter the viewing experience significantly, but each stems from different use cases—Demo Mode targets retail environments, while PIP supports multitasking. Clearing either one can lead to a clutter-free screen and full control of your settings.
Demo Mode—also labeled "Retail Mode"—forces the TV to showcase product features through a continuous loop of commercials, icons, and banners. This setting is preloaded on all Samsung Smart TVs for in-store advertising. In this mode, custom settings frequently reset, system ads remain visible, and Smart Hub suggestions become unavoidable.
Here’s a quick method to determine if Demo Mode is active:
Once confirmed, switch your Samsung TV from Store Mode to Home Mode to regain control and eliminate automatic ads and pop-ups. Follow this exact path:
This single change immediately disables demo-oriented banners, relocks settings to your preferences, and stops most UI-based ads from returning. Your TV will now behave as intended for private use.
PIP allows smaller video feeds to overlay the main content—useful for multitasking, but frustrating when unintentionally triggered. On most newer Samsung Smart TVs, PIP isn't accessible through standard menus. However, older models still support it.
To disable PIP (if available):
If no PIP control appears, the device might be showing a second feed via an incorrect source. Check connected inputs, close alternate apps, and ensure no mobile screen sharing session is active.
When standard user controls fail to remove a persistent display icon or advertisement, the hidden Service Menu offers deeper access. This menu, primarily designed for technicians, includes controls not accessible through general settings. This level of access allows changes to internal configurations—some of which directly influence on-screen overlays and banners.
The method to enter the Service Menu varies depending on the model and remote type. Original Samsung remotes (not third-party) typically require this common sequence while the TV is off:
After input, the TV should power on displaying the Service Menu. Navigation is limited to arrow and OK buttons; mouse support and voice commands are disabled inside this menu.
Within the Service Menu, look under sections such as Option or Advanced. Depending on the firmware, you may find listings like:
Disabling ACM Support and Ads Settings when available will immediately stop all content-pushed advertisements. Setting Hotel Mode to On and then customizing its restrictions can sometimes suppress user-facing icons entirely—effectively locking the device in a static state.
Changing incorrect values (such as region codes, panel type, HDMI mapping, or tuner configuration) can break core TV functionalities. Picture calibration, sound profiles, and even the boot sequence may be disrupted. Accessing internal diagnostic tools without guidance may also erase logs or initiate forced resets.
If the Service Menu is unfamiliar or if you're unsure about the setting names, avoid random toggling. Improper changes do not produce simple recoverable errors—they may require firmware reinstallation or board-level intervention. Manufacturers do not honor warranty claims for internal misconfigurations caused by user input.
Instead of guessing, contact a certified Samsung technician or submit a service request. Most technicians gain Service Menu access using diagnostic tools with built-in firmware backup, reducing risk to zero.
After trying software resets, firmware updates, and even service menu adjustments, that display icon or ad still won’t go away. At this point, escalating the issue to Samsung’s official support channels will lead to faster resolution. Here’s how to navigate that process efficiently.
Head to the Samsung Support Website. This page serves as the central hub for all support services. Model-specific troubleshooting articles, manuals, and software downloads are readily accessible. Use the search bar to enter your TV's model number and get dynamically filtered support based on that exact hardware.
Samsung offers real-time support options that connect you to a technician:
Before initiating a conversation, have the TV’s model number and software version ready. Mention the exact issue: “Persistent icon or ad banner won't disappear from display.” This avoids generic troubleshooting and triggers more advanced diagnostics from level-one support agents.
Prefer to keep a written record? Submit a support ticket via the Samsung account portal. Here’s how to make it count:
Tickets usually receive a response within 24 hours. Account-based logging ensures that if escalation is needed, the service history follows your issue automatically.
If remote support can't fix the issue, especially when hardware or firmware corruption might be involved, locate a certified repair center. Use the Service Center Locator to find the nearest authorized provider.
Service centers can run deeper firmware diagnostics or re-flash your system software—something not possible through user-facing tools.
Have you contacted Samsung before for another issue? Mention prior case IDs. It's the fastest way to get routed to higher-tier support without repeating your entire troubleshooting history.
Ads staying on screen, display icons refusing to disappear, or search results showing suggestions again after every boot—these issues trace back to a tight circle of causes. Software glitches lead the pack, often triggered by auto-updates or recent changes to Smart Hub settings. In other cases, Galaxy remote control glitches confuse input signals, especially where Galaxy integration attempts to sync across devices. And yes, a firmware mismatch can freeze “results stuck on screen” indefinitely.
Approach fixes methodically. Begin with software: disable personalized ads and toggle related Smart Hub options. If the icon persists, initiate a factory reset. Nothing changes? Use the Service Menu to investigate under-the-hood settings, including hidden display modes or test screens. Still stuck? Contact Samsung Support directly—they can initiate remote diagnostics or confirm whether a firmware patch is already in rollout.
Want to avoid this next time? Adjust custom display settings after every update, limit app background refresh, and periodically reboot the TV in what users call safe mode for Smart TV interface—disconnect it from Wi-Fi before startup to eliminate ad-server loads. One more tip: don’t ignore Demo Mode alerts; this setting alone accounts for a large share of on-screen clutter reports.
When troubleshooting dead-ends, the solution may not be a hidden button combo—it might be a patch scheduled for the next firmware cycle. Check for new updates regularly or subscribe to Samsung’s support feeds for announcements. If it’s not in your control, persistence and precision with support channels will set the path forward.
©2025 American TV. All Rights Reserved
Disclaimer: All rights reserved. AmericanTV.com is a website for research and comparison as such, falls under "Fair Use". AmericanTV.com does not provide directly phone, TV, and internet service. All trademarks, logos, etc. remain the property of their respective owners and are used by AmericanTV.com only to describe products and services offered by each respective trademark holder. The use of any third party trademarks on this site in no way indicates any relationship between AmericanTV.com and the holders of said trademarks, nor any endorsement of AmericanTV.com by the holders of said trademarks.
We are here 24/7 to answer all of your TV + Internet Questions:
1-855-690-9884
1-855-690-9884