cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Asteroid

Smart Hub Apps Crashing 1-3x Before Working

Pretty much since I've owned the TV all the apps start (or start sluggishly) and then crash right after choosing something to watch. It has gotten worse over time (unit is 4 years old). The firmware is up to date, it's been unplugged, reset, apps deleted and reinstalled. It's connected to the internet and has rarely (if ever) had any issues connecting wirelessly. I've moved 3x since having the TV so Internet provider issues isn't the issue. If the app doesn't crash (or finally stops crashing) it is incredibly slow and laggy. I've scoured the community boards, but no one has seemed to have this specific issue. It only happens when first opening the app or upon choosing something/anything to watch the first time. Please advise.

 

UN55JS7000

8 REPLIES 8
Highlighted
Astronaut

Re: Smart Hub Apps Crashing 1-3x Before Working

I want a new tv

Reply
Loading...
Highlighted
Astronaut

Re: Smart Hub Apps Crashing 1-3x Before Working

I have the same issue. I've had my TV for a few years and this has only started happening in the last month. Software version is 1360 model UA65HU9000. Starts up ok. Then I click on an app and it freezes. 

Reply
Loading...
Highlighted
Samsung Moderator
Samsung Moderator

Re: Smart Hub Apps Crashing 1-3x Before Working

If you're having trouble with apps or the Smart Hub, try the following:

 

 

Cold boot the TV

  • Cold booting your TV is a little different than simply turning it off and back on. When you turn it off, it is really in standby. A cold boot actually shuts the TV down and reboots it, like restarting a laptop. This can solve issues you may be having with apps, glitches in the menu, picture issues, etc.
  • There are two ways to cold boot your TV.
    • With the Remote: For most people, the easiest way is to hold down the Power button on the Samsung TV remote until the TV turns off and on again. This should only take about 5 seconds.
    • With the Plug: If you do not have the remote, unplug your TV from the wall outlet or surge protector, leave it unplugged for 30 seconds, and then plug it back in.
    • Note: If you switch off a surge protector with other devices plugged into it (such as your router), give them time to power up and reconnect before testing any functions on your TV.

Check for software updates on your TV.

  • On your TV, navigate to Settings > Support > Software Update, and then select Update Now.
  • If an update is available, it will automatically install and the TV will reboot.

 

Delete the app from your TV and download it again

  • Delete the app.
  • Navigate to and select Apps, then select the Settings icon.
  • Navigate to the app you are having an issue with and select Delete. (If Delete is grayed out, this is a recommended app. Select Reinstall instead.)
  • Download the app again.
  • Press Return on the remote and select the Search icon in the top right corner.
  • Enter the name of the app.
  • Select the app and then select Install.
  • Open the app and try again.
  • Check to see if the issue you were having with the app is still occurring.

Reset Smart Hub on your TV

  • Gather the login information for all of your apps.
  • When you reset Smart Hub, you will sign you out of your Samsung Account and all of your apps, not just the one you're having trouble with. Make sure you have the current login information for all of your accounts before you proceed. If you need this information, visit the app developer's website. If you need your Samsung account information, visit Samsung Account Support.
  • Reset Smart Hub.
    • Navigate to Settings > Support > Self Diagnosis > Reset Smart Hub.
    • Enter your TV's PIN.
    • The default PIN is 0000. If you have ever changed the PIN on your TV, enter your PIN to start the reset.
  • After the initial setup process, try the app again.
    • Note: You may need to download the app again after the reset.
    • If you are still having an issue with the app after completing the Smart Hub reset, reach out to the app developer to see if they are aware of the issue. Many times a fix is likely to be available soon.

 

****The steps above are for the support of US models. If your device is a non-US model please seek a support team in your area by using this link: http://www.samsung.com/visitcountry****


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.

Reply
Loading...
Highlighted
Asteroid

Re: Smart Hub Apps Crashing 1-3x Before Working

I appreciate the detailed response, but did you even read my post? In short, tried all of those things to no avail. What's next?

 

Thanks.

Reply
Loading...
Highlighted
Samsung Moderator
Samsung Moderator

Re: Smart Hub Apps Crashing 1-3x Before Working

Yes, I read your response. I made my response to help other customers that may be having the same problem as you. If you are still having a problem with the apps crashing you should reach out to the developer.


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.

Reply
Loading...
Highlighted
Asteroid

Re: Smart Hub Apps Crashing 1-3x Before Working

Apologies. I didn't mean anything byt it; it's just frustrating is all. I'll go through that troubleshooting list once more and cross my fingers. I just find it strange that all 3 of the big apps (Amazon, Netflix, Hulu) do it. Thanks again!

Reply
Loading...
Highlighted
Samsung Moderator
Samsung Moderator

Re: Smart Hub Apps Crashing 1-3x Before Working

No worries at all Smiley Happy. You're welcome and let me know if you need any further assistance with this. 


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.

Reply
Loading...
Highlighted
Asteroid

Re: Smart Hub Apps Crashing 1-3x Before Working

The process listed above worked for about 3 days, then it went back to the same issue with added problems like freezing on the first frame of what I decided to watch. I have to completely turn the TV off and on to get it to work. And, for the record, the apps affected cannot be deleted as they are native apps to the TV (amazon, netflix, hulu). Thoughts?

Reply
Loading...