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Disney+ crashing intermittently

(Topic created: 06-18-2023 09:02 AM)
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Gio_sai0221
Constellation
Options
LED and OLED TVs

I have Samsung Bu8000 and disney plus keeps crashing intermittently  i tried resetting router but it keeps crashing and rebooting the the TV.  Is this really how samsung operates

1 Solution


Accepted Solutions
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
LED and OLED TVs

Hey! Thank you so much for trusting in the community. Without Disney Plus doing what it's supposed to, my children would drive me insane. Let's get this situated for you as soon as possible. There are a couple of things we can try.

 

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, menu glitches, 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 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.

If you turn 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.

 

Update the TV's software
Software updates generally take a few minutes, so do not turn off the TV until the update is complete.
Video and audio settings may be reset to their default settings after a software update.


Check for software updates on your TV.
On your TV, navigate to Settings, select Support, select Software Update, and then select Update Now.

If an update is available, it will automatically install and the TV will reboot.

Test the app.
Try to use the app that wasn't working before and see if the problem has been resolved.

 

Delete the app from your TV and download it again
Make sure you have your login information before deleting or reinstalling a third-party app. These steps will sign you out, and you will need to sign back in.

Delete the app.
To delete the app, navigate to and select Apps on the TV, and then select the Settings icon in the top right corner. Find the app you are having an issue with, and then select Delete.

If Delete is grayed out, this is a recommended app. Select Reinstall instead.

Download the app again.
To 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 it, 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. If it is, repeat this process or contact the app's developer to see if they are aware of the issue. Many times a fix will be available soon.

 

Reset Smart Hub on your TV
Gather the login information for all of your apps.
When you reset Smart Hub, the TV will sign you out of your Samsung account and all of your apps. Make sure you have the current login information for all of your app accounts before you proceed.

If you need login information for a third-party app, please visit the app developer's website. 

Reset Smart Hub.
The steps for resetting Smart Hub will vary depending on what year your TV was made:

2018 and earlier: Navigate to Settings, and then select Support. Select Self Diagnosis, and then select Reset Smart Hub.
2019 and later: Navigate to Settings, select Support, and then select Device Care. Select Self Diagnosis, and then select Reset Smart Hub.
Enter your TV's PIN.
When resetting Smart Hub, you may be asked to enter the 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.

You may need to download the app again after the reset.

After the initial setup process, try the app again.
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 will be available soon.

View solution in context

3 Replies
DanG92263
Honored Contributor
Options
LED and OLED TVs
No, it's not how Samsung operates. The issue is clearly with the app.

Try uninalling, then reinstalling the Disney+ app.
Gio_sai0221
Constellation
Options
LED and OLED TVs

Tried that its seems this app is preloaded and cannot be uninstalled

0 Likes
Reply
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
LED and OLED TVs

Hey! Thank you so much for trusting in the community. Without Disney Plus doing what it's supposed to, my children would drive me insane. Let's get this situated for you as soon as possible. There are a couple of things we can try.

 

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, menu glitches, 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 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.

If you turn 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.

 

Update the TV's software
Software updates generally take a few minutes, so do not turn off the TV until the update is complete.
Video and audio settings may be reset to their default settings after a software update.


Check for software updates on your TV.
On your TV, navigate to Settings, select Support, select Software Update, and then select Update Now.

If an update is available, it will automatically install and the TV will reboot.

Test the app.
Try to use the app that wasn't working before and see if the problem has been resolved.

 

Delete the app from your TV and download it again
Make sure you have your login information before deleting or reinstalling a third-party app. These steps will sign you out, and you will need to sign back in.

Delete the app.
To delete the app, navigate to and select Apps on the TV, and then select the Settings icon in the top right corner. Find the app you are having an issue with, and then select Delete.

If Delete is grayed out, this is a recommended app. Select Reinstall instead.

Download the app again.
To 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 it, 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. If it is, repeat this process or contact the app's developer to see if they are aware of the issue. Many times a fix will be available soon.

 

Reset Smart Hub on your TV
Gather the login information for all of your apps.
When you reset Smart Hub, the TV will sign you out of your Samsung account and all of your apps. Make sure you have the current login information for all of your app accounts before you proceed.

If you need login information for a third-party app, please visit the app developer's website. 

Reset Smart Hub.
The steps for resetting Smart Hub will vary depending on what year your TV was made:

2018 and earlier: Navigate to Settings, and then select Support. Select Self Diagnosis, and then select Reset Smart Hub.
2019 and later: Navigate to Settings, select Support, and then select Device Care. Select Self Diagnosis, and then select Reset Smart Hub.
Enter your TV's PIN.
When resetting Smart Hub, you may be asked to enter the 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.

You may need to download the app again after the reset.

After the initial setup process, try the app again.
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 will be available soon.