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Asteroid

Prime video, Apple Music and TV not working.

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I am facing a problem in launching the application like Primevideo, Apple TV and Apple Music. I thought there is some problem with application so I do factory reset of tv. Now the application was not installing. Showing error code 125059.

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Samsung Moderator
Samsung Moderator

Re: Certain apps wont download

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Hello, it looks like this was a temporary server problem, Samsung and the app developers worked together diligently and have this resolved as of now. If you're still having trouble getting into the app by try the following troubleshooting steps below, and it should resolve it for you.

 

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 the Television

  • Go to Settings>General>Reset
  • May need to enter code, if so it will be "0000"
  • Go through the inital setup steps, Network and SmartHub T&C must be set correctly.
  • After inital set up completion, the TV will automatically download the apps.
    • Depending on the Network condition, it may take some time for this to complete. 
    • You also, may need to wait a little while before accessing applications until the process is fully completed.
    • If you are still having an issue with the app after completing the 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****


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169 REPLIES 169
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Anonymous
Not applicable

Re: Prime video, Apple Music and TV not working.

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Same here with a 49" Serif. After spending the last few hours setting the TV up, support have got me to reset the Smart Hub, removing all the configuration I've done and it still didn't work.

 

I've now got these steps to follow:

 

1. Turn off the TV, make sure that it's on standby mode.
2. Press Info, Menu/settings, Mute and Power on the remote. Press it one at a time or one after the other, and as fast as you can.
3. A menu will come up. Make sure not to change anything while on the Factory Mode, any changes there can
potentially damage the TV.
4) Select SVC, then Reset, look Reset app or Smart Hub reset
5) Press the right arrow button and the word wait will come out.
6) When the word done is showing, Press the Return button repeatedly until the initial Factory Mode screen is displayed.
7)Turn off the TV.
8) After TV is off, unplug from the main wall socket for 30 seconds then plug back in.
9) Turn on the TV and wait for another 3 minutes before going to Featured apps.
10) Smart Hub should work already.

 

If this doesn't work, I'm afraid the TV is going back.

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Asteroid

Re: Prime video, Apple Music and TV not working.

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I think there is some server issue.

 

Below is a thread started on Apple. The problem apparently started few hours back. Let's wait and watch. Good to know I am not alone

 

https://discussions.apple.com/thread/251525769?login=true&page=1

 

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Asteroid

Re: Prime video, Apple Music and TV not working.

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Are you able to cast to tv through Andriod phone? My airplay is working but while casting it won't finding my tv.

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Asteroid

Re: Prime video, Apple Music and TV not working.

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Yes watching prime via AirPlay. Working flawless.

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Anonymous
Not applicable

Re: Prime video, Apple Music and TV not working.

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Hopefully it's an issue with Amazon/Apple, although it does seem to be an unusual combination and the only commonality is a Samsung TV.....perhaps Samsung need to do a little checking to ensure a recent firmware update isn't causing this issue.

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Constellation

Re: Prime video, Apple Music and TV not working.

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I had the tv for over a month and just today AMAZON Prime fails to load.  I think its an amazon problem not a Samsung.   

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Constellation

Re: Prime video, Apple Music and TV not working.

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Yeah, I am also facing the same issue. Tried every trick in the book. Let's hope it corrects itself soon.

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Astronaut

Re: Prime video, Apple Music and TV not working.

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Just bought my QLED TV yesterday and I am facing the same issue with Prime video, Apple Music and TV.

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Asteroid

Re: Prime video, Apple Music and TV not working.

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I also bought my frame yesterday and got scared.

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