Have TV Questions? Ask a TV Technician
Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.
Sorry to hear you’re having trouble.
Any trouble with any other apps?Error code/message?
So other apps are working fine? What is the specific problem with netflix? App won't open? Blank screen on playback? Buffering?
Do you have the red/white "neflix" shortcut button on your tv remote? If so will it respond to that?If not, as an initial step, please unplug power to the tv for 60 seconds for a quick reset, then try again.
Okay if that button isn't working, please do the above reset. If no change, go into the smarthub screen (with the multicolored diamond shaped smarthub button) and then pick netflix from the list there manually.
Yes, I'm here, your reply just came through.
Next go into the tv setup menu, under advanced or network, and look for the software Update function, and run that.
Okay this may be a matter of a faulty app or corrupted firmware then, or even an underlying hardware problem.
As a next step you'll need to go into the smarthub menu and do the reset smarthub settings there.
If still no change, in the main tv menu, we'll do the full factory reset of the tv (restore defaults).
You'll have to set up your apps again (log in) after this, as well as the wifi connection.
I understand that, but netflix is still a function of the smarthub programming/firmware.
Yes, it is very possible. The tvs typically auto update, and they use a specific app made by samsung for the particular model tv.
Anytime a netflix server/protocol update happens, the samsung apps have to keep up, and aren't always released immediately.
It is possible this is a temporary issue that can be resolved by the reset.
If that process does not help, then the next step is unfortunately just waiting for samsung to release a patch to resolve the problem.
If you don't want to reset, then you're left just waiting on samsung to address the issue on their end, which can take days/weeks.
In the meantime, the reset is the only other step you can take on your own. It is not a guaranteed fix, as it depends on the underlying cause, meaning whether it is your particular set, or a global firmware issue, which only samsung can resolve.
Best regards, ***** ***** for the news,
If you have any other questions, just let me know. Otherwise, please do remember to rate my service prior to logging off, hopefully I have earned an “excellent”. I also invite you to contact me directly with any future support needs at http://bit.ly/1gHgj1k
Thank you, ***** ***** a good day,