Hi CNSB1 - We recommend using a High-Speed cable with Ethernet Channel, labeled as HEC or HEAC on the cable. Please also sure Anynet+ (HDMI-CEC) is enabled in your TV settings: Home > Settings > General > External Device Manager > Anynet+ (HDMI-CEC).
If your issue persists after trying these steps, please reach out to Samsung Support at: 1-800-SAMSUNG (ask for TVs), available 8AM -12AM EST M-F (9AM – 6PM EST Sat), text HELP to 62913, LiveChat on Samsung.com, or Email: https://www.samsung.com/us/support/#contact_us_for_support ^Gina