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Netflix not working on Samsung Smart TV

(Topic created: 03-04-2017 12:18 PM)
michaelgeraci
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I have HU8550, SEK 3500 set-up. Firmware 1453. Netflix app has been reinstalled. I still get the "cannot play title at this time" message on every title. Netflix works fine on all other devices in my house. Any ideas?

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GLMiamiUser
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Unplugging  worked for me on my Samsung ks8000.

user0ZmsRpCSyS
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EVERYBODY - LETS WORK TOGETHER ON THIS!!!     

 

WE SHOULD ALL go to Costco, Target, BestBuy, etc - and POST REVIEWS saying that SAMSUNG SMART TVS FREEZE. 

 

We need to warn everybody else that Samsung does NOT stand behind their products .    

 

Samsung has ignored us - this thread goes back to MAY 2016 - and they are NOT HELPING their customers with a fix.

 

BOTTOM LINE: Samsung sells us a TV - it should WORK. Period. End of story. Full stop.     No finger pointing at Netflix from Samsung. Totally unacceptable.   I have Vizio, PAnasonic and TCL TVs that DO WORK with Netflix. No more excuses Samsung. 

 

Recall that there are over 20 pages on this forum of people who have spent $500 - $800 on a Samsung Smart TV and who all have freezing problems with Netflix and Amazon -- yet Samsung has refused to take responsibility and as Samsung Cole our moderator has suggested that WE are supposed to go talk to the app developers (Netflix, Amazon etc)  ourselves in order to solve Samsungs problems. 

 

SAMSUNG NEEDS TO ADDRESS US on this forum in a meaningful way. There are over 20 pages of complaints about this issue and NO TIMELINE in sight for a resolution and NO admission of responsibility from Samsung. 

 

- Tim in Redondo Beach, CA

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LZCenter
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I have already posted my comments at BestBuy. 

 

Also, this problem goes back to at least 2014.  Saw posts on websites when I googled the problem.

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Samsung_Stephanie
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The Netflix application on the television runs different sourcing and codecs than any other Samsung device. That is why agents you speak to recommend calling Netflix. When it comes to talking to the engineers, we have already spoken with our specialists and for MOST Netflix issues, you will have to talk to them directly. I promise you, I don't just speak willy-nilly, I am actively trying to get more answers for you guys and right now, this is all we have. Please continue working with Netflix, and of course updating us here, and as soon as the information we have changes, we will be posting information here.


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Chanfle
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@Samsung_Stephanie wrote:


The Netflix application on the television runs different sourcing and codecs than any other Samsung device. That is why agents you speak to recommend calling Netflix. When it comes to talking to the engineers, we have already spoken with our specialists and for MOST Netflix issues, you will have to talk to them directly. I promise you, I don't just speak willy-nilly, I am actively trying to get more answers for you guys and right now, this is all we have. Please continue working with Netflix, and of course updating us here, and as soon as the information we have changes, we will be posting information here.


Guess whats going to happen when we're on the market for a new tv? It will go something like this: Should i get the samsung that gave me so much trouble with netflix last time around or should i get this Sony or this Vizio which does not have problems with Netflix? 

 

This is why you should be the ones calling netflix, not us. We have choices,  but if your tvs stop selling you  guys will lose your job and we will keep buying tvs from other brands. 

userJImTFSyAmJ
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@Samsung_Stephanie wrote:


The Netflix application on the television runs different sourcing and codecs than any other Samsung device. That is why agents you speak to recommend calling Netflix. When it comes to talking to the engineers, we have already spoken with our specialists and for MOST Netflix issues, you will have to talk to them directly. I promise you, I don't just speak willy-nilly, I am actively trying to get more answers for you guys and right now, this is all we have. Please continue working with Netflix, and of course updating us here, and as soon as the information we have changes, we will be posting information here.


Dear SamsungCole, 

 

I will repeat my earlier point. Please provide a way for us to restart applications that freeze in a way that will fix this problem (properly kill and restart the application). 

Putting aside the need to fix the Netflix app a big part of the problem here is that when the app freezes there is no way to restart properly without unplugging the tv. As I said earlier, if this happened with an app on a mobile phone then it would be unnacceptable if there was no way to kill and restart the app. This code is purely on your side, and as such needs to be fixed by Samsung. 

If an Apple iPhone did not provide a way to kill and restart a frozen app then people would be on to Apple to fix this, as well as the app provider to fix the app. 

Please represent our needs and find a way to provide this much needed functionality on your TVs. 

 

Thank you .

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Samsung_Stephanie
Samsung Moderator
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@userJImTFSyAmJ well I have but there's a catch. To exit frozen applications or force close an app you have to use the exit/return button on the remote. However, in the instances where the app freezes the entire TV functionality and the remote, you would have to unplug the TV. It's no different than powering down your cell when an app freezes the whole phone. Though if you would like to offer suggestions on new features and how you would like them to work, we do have a product updates board that welcomes all feature requests.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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userJImTFSyAmJ
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@Samsung_Stephanie wrote:

@userJImTFSyAmJ well I have but there's a catch. To exit frozen applications or force close an app you have to use the exit/return button on the remote. However, in the instances where the app freezes the entire TV functionality and the remote, you would have to unplug the TV. It's no different than powering down your cell when an app freezes the whole phone. Though if you would like to offer suggestions on new features and how you would like them to work, we do have a product updates board that welcomes all feature requests.


Hi SamsungCole, 

 

thanks for replying. Well in my experience it is not the entire TV that freezes, just the Netflix app. I think this is the case for other people here too. So the Netflix app doesn't respond to the remote when it is running, but I can still switch source to any other app or input device. 

So, given this, it would be possible to restart the app using a menu on the Netflix icon where it appears on either the app quick launch bar or the main apps page if Samsung could provide such functionality. On the quick launch bar (from the home menu) I can down-arrow to get a little menu with 'move' or 'remove' options. If there was a 'restart' option here that fully restarted the app then I think this would work. It would be the equivalent of going to the app switch screen on the iPhone and swiping up to kill an app then launching it again. 

Again, for me it is just the app that freezes, or at least is unreposnsive to the remote, not the entire TV. 

LZCenter
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SamsungCole,

 

I appreciate that you are working on this, but the issue goes back to at least 2014 in various threads.  Someone at Samsung needs to take ownership for fixing it.  Has this issue been raised to product management?  Someone responsible for sales must be concerned that so many people are irate enough to consider broader posts to other sales websites.  To be sure, the model I have gets good overall ratings, but anyone doing real due diligence is going to  come across this.

 

Having spent 30 years at a major computer manufacturer, I know that sometimes the only way to get engineers' attention is from the sales guys.

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user0ZmsRpCSyS
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Samsung Cole - what does this mean please:

 

"When it comes to talking to the engineers, we have already spoken with our specialists and for MOST Netflix issues, you will have to talk to them directly."

 

It sounds like you're telling us straight up that your engineers have refused to work on this with Netflix or on their own?

 

Can you please clarify?   Thank you.

 

Your comment "The Netflix application on the television runs different sourcing and codecs than any other Samsung device."  is very unusual. It's as though you think you're justifying that the TV needs to be unplugged over and over to unfreeze it.     Why not write that line on the box for people when they buy it?  

 

Again... THERE IS NO JUSTITIFCATION for your product freezing over and over, period. No matter how you attempt to justify it, and no matter who you think is to blame, it's your product and you have represented to buyers that it does things. This is your responsibility. 

 

Thank you for your reply to that first question.

 

Tim

Model # UN50KU6300FXZA