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Louie
Louie, Technician
Category: TV
Satisfied Customers: 2557
Experience:  25+ yrs. experience in the field and 5+ yrs. online, down to component level.
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I cannot get Netflix to play - I have worked with a Netflix

Customer Question

I cannot get Netflix to play - I have worked with a Netflix tech and she feels it is a Vizio update that is the issue.
JA: Can you guesstimate how old your Vizio is? And just to clarify, what's the exact model?
Customer: The TV ios about 10 days old. Model D43-D1
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: Everything else seems to work fine. I use the Guide, Info etc. The DVR works
JA: How long has this been an issue? What happened right before this popped up?
Customer: I have never been able to get into Netflix since I bought the TV. Let me say I get into Netflix, choose a program but when I ask it to play the message comes up that says that program is unavailable at this time - try later or pick another program which I have, of course done both of those things, for the last 10 days and never been able to get a Netflix show to play.
JA: Anything else you want the TV expert to know before I connect you?
Customer: Thaat's pretty much it. Thanks,
Submitted: 12 days ago.
Category: TV
Expert:  Dan replied 12 days ago.

Hello and welcome to JustAnswer, I look forward to assisting you today. Feel free to disregard the Premium Service Offer for Remote Support. That is an automated popup initiated by the web site. Do you have other streaming services you can access from this TV?

Customer: replied 12 days ago.
No, Netflix is the only one I subscribe to.
Expert:  Dan replied 12 days ago.

My apologies, but I am unable to contact you by phone at this time.

Customer: replied 12 days ago.
I have no idea what is going on - they seem to just keep asking for more money
Expert:  Dan replied 12 days ago.

Do you know how to access the network setup menu of the TV?

Customer: replied 12 days ago.
I don't believe I know how to access the network menu of the TV
Expert:  Dan replied 12 days ago.

Okay give me a minute please.

Expert:  Dan replied 12 days ago.

Feel free to disregard the Premium Service Offer for Remote Support. That is an automated popup initiated by the web site.

Expert:  Dan replied 12 days ago.

What are you using to access Netflix?

Customer: replied 12 days ago.
Just the remote
Expert:  Dan replied 12 days ago.

Okay, press the Menu button on the remote then use the arrow buttons and cursor down to Network and press OK.

Customer: replied 12 days ago.
Done
Expert:  Dan replied 12 days ago.

Now move down to the Manual Setup and press OK again.

Expert:  Dan replied 12 days ago.

Are you there yet?

Customer: replied 12 days ago.
Done yes
Expert:  Dan replied 12 days ago.

Now, do you see a line that reads Pref. DNS Server?

Customer: replied 12 days ago.
Customer: replied 12 days ago.
But I cannot get to it.
Expert:  Dan replied 12 days ago.

Highlight the Manual setup at the top and press OK. That should turn it on.

Customer: replied 12 days ago.
Got it
Expert:  Dan replied 12 days ago.

In the individual spaces after DNS entry type 4 2 2 2. One number to each line. Then move down to Save and press OK.

Customer: replied 12 days ago.
Done now
Expert:  Dan replied 12 days ago.

Now exit out of the menu and try Netflix again.

Customer: replied 12 days ago.
Do I put back to auto or anything?
Expert:  Dan replied 12 days ago.

Try it this way first, then if it doesn't work we will need to input more network data manually.

Customer: replied 12 days ago.
My internet connection is gone
Expert:  Dan replied 12 days ago.

Okay go back the the network menu and change it back to Automatic and save it then try again.

Customer: replied 12 days ago.
Now the numbers you had me put in are gone
Expert:  Dan replied 12 days ago.

That's okay for now. What version of Windows are you using?

Customer: replied 12 days ago.
My laptop is a MAC
Expert:  Dan replied 12 days ago.

Okay, do you know how to find your network address?

Customer: replied 12 days ago.
Still no internet connection on the TV - this goes from bad to worse.I don't remember where to get the network address.
Customer: replied 12 days ago.
Is that the 70889f
Expert:  Dan replied 12 days ago.

Just restart the TV. It should pickup a new address from your router.

Expert:  Dan replied 12 days ago.

Are you connecting to your network wirelessly?

Customer: replied 12 days ago.
I restarted - no internet. How do I know if it got a new address or not?
Customer: replied 12 days ago.
okay?
Expert:  Dan replied 12 days ago.

If you are using wireless, go to the Network menu and cursor down to the Wireless Access Points menu and click OK. There you should see your network. Click it and you should connect.

Customer: replied 12 days ago.
I cannot get to Wireless Access Points - it does show 70889f as being locked
Expert:  Dan replied 12 days ago.

From the TV Network menu you cannot access the Wireless Access Points?

Customer: replied 12 days ago.
Okay, I had to re-enter my passcode. I now have internet again
Expert:  Dan replied 12 days ago.

Okay. How fast is your internet?

Customer: replied 12 days ago.
First 3 bars
Customer: replied 12 days ago.
On the TV that is - on laptop and phone it is stronger, I think
Expert:  Dan replied 12 days ago.

Well I would need to know the speed in megabits if you know that?

Customer: replied 12 days ago.
Is there any way for me to find that out?
Expert:  Dan replied 12 days ago.

From your internet browser go to www.speedtest.net and run the test.

Customer: replied 12 days ago.
the two numbers I get are - 41.6 and 12.2
Expert:  Dan replied 12 days ago.

Okay good. Just wanted to make sure speed wasn't the issue. Did you by chance install and setup your modem/router?

Customer: replied 12 days ago.
No the cable company did.
Expert:  Dan replied 12 days ago.

Okay. I think in order to resolve the Netflix problem you will need to manually input the network address settings into the TV setup. I can't give you that information without knowing how your network is setup and I am not a MAC tech so I would be unable to give you instructions to find that info.

Customer: replied 12 days ago.
Not sure what you are saying I now have to do and/or who can help me. This SMART TV things does not seem to be very smart?
Expert:  Dan replied 12 days ago.

Well it is, but Vizio TV's seem to have a problem with Netflix and I don't know why? They do fine with the other streaming services.

Expert:  Dan replied 12 days ago.

Have you thought about trying Hulu or Amazon?

Customer: replied 12 days ago.
do I go to Vizio? I just don't know who to ask for help. Or should I use a Roku or Fire Stick and say to hell with the smart TV?
Expert:  Dan replied 12 days ago.

I would try Vizio next and I will also open your question here to other experts to see if anyone with a MAC background might be able to assist you.

Customer: replied 12 days ago.
Okay, thanx
Expert:  Dan replied 12 days ago.

Good luck!