topic Re: Re: Re: Re: Netflix crashing in Consumer Electronics

Netflix crashing

Kaylin — Mon, 03 Jan 2022 19:03:37 GMT

Recently got a Samsung 50 inch smart TV. However while watching Netflix. It crashes just after around 45 minutes of viewing. I've tried everything. Uninstalled app. Logged out. Reset TV. It keeps crashing. Has anyone else had this issue?

Re: Netflix crashing

Tsogo_sam05 — Tue, 04 Jan 2022 10:17:41 GMT

Hi, Kaylin kindly update the TV software, follow the steps below.

1. Make sure your TV is connected to the internet. Press the Menu button on the remote control.

2. Select Support from the menu.

3. Select Software Update.

4. Select Update now.

Re: Re: Netflix crashing

Kaylin — Tue, 04 Jan 2022 10:26:38 GMT

I tried that. It says already has the latest version

Re: Netflix crashing

Tsogo_sam05 — Tue, 04 Jan 2022 11:13:55 GMT

Kindly provide more information related to your query and please advise what error message are you getting when it crashes?

Please also provide a screenshot of the error.

These details will help us properly understand the situation you are facing and allow us to offer the support you need.

Re: Re: Netflix crashing

Kaylin — Tue, 04 Jan 2022 12:20:17 GMT

There is no error message

After around 45 mins of watching Netflix. The screen freezes and then the sound stutters. Eventually app crashes and restarts, but it's laggy and you cannot navigate anything

Re: Re: Netflix crashing

Tsogo_sam05 — Tue, 04 Jan 2022 12:40:09 GMT

Kindly reset the TV to factory then reboot the router connection used, test if the issue persists.

If the issue still persisting please also try connecting it to a smartphone Hotspot then share if nothing has changed.

Re: Re: Re: Netflix crashing

Kaylin — Tue, 04 Jan 2022 12:45:41 GMT

I have reset the TV. I will reset router and try again. Thereafter use my phone hotspot, thank you for your help 👍🏽

Re: Re: Re: Netflix crashing

Kaylin — Tue, 04 Jan 2022 18:03:30 GMT

I have just used my hotspot to watch Netflix. It worked for around 80 minutes. Then the app crashes. Black screen and then goes to source mode

Re: Re: Re: Netflix crashing

Tsogo_sam05 — Wed, 05 Jan 2022 09:09:15 GMT

Hi, Kaylin kindly advise what is the model of the TV is so as to further assist.

Re: Re: Re: Re: Netflix crashing

Kaylin — Wed, 05 Jan 2022 09:16:24 GMT

50AU7000

Re: Re: Re: Re: Netflix crashing

Tsogo_sam05 — Wed, 05 Jan 2022 10:01:47 GMT

Kindly advise if the TV is on the following software version 1807.2, check by following the steps below.

1. Access TV Menu Settings

2. Select Support

3. Software Update

4. Update Now

if the TV is up to date it will show the version that it is one please compare it to the above version.

Re: Re: Re: Re: Re: Netflix crashing

Kaylin — Wed, 05 Jan 2022 10:31:18 GMT

It doesn't say what version. It says you currently have the latest software

Re: Re: Netflix crashing

Kaylin — Thu, 06 Jan 2022 06:05:20 GMT

Re: Re: Netflix crashing

Kaylin — Fri, 07 Jan 2022 13:42:38 GMT

Hello?

Re: Re: Netflix crashing

Kaylin — Fri, 07 Jan 2022 13:42:43 GMT

????

Re: Re: Netflix crashing

Tsogo_sam05 — Fri, 07 Jan 2022 15:28:51 GMT

Hi, Kaylin apologies for the delayed response, please access Menu Settings> Support> Software update then look to your right you will see the TV current version.

Re: Re: Re: Netflix crashing

Kaylin — Sat, 08 Jan 2022 06:24:59 GMT

I replied in the below comments. It's up to date. Check pictures

Re: Netflix crashing

BBS213 — Sun, 09 Jan 2022 20:01:20 GMT

Take the tv back.

Re: Netflix crashing

BBS213 — Sun, 09 Jan 2022 20:01:44 GMT

Never struggle with a device.

Re: Re: Re: Netflix crashing

Tsogo_sam05 — Mon, 10 Jan 2022 06:56:13 GMT

Hi, Kaylin please share your contact numbers with us via email, email us at tellus@samsung.com and I will give you a call.