Samsung forum

Question

samsung apps fail to load

by rayd933 / March 7, 2013 2:53 AM PST

I bought an Samsung led tv 55inches 7500 series and two particular apps don't work from day one after I installed them. The fitness vod app keep buffering and eventually fail to load and show a message" cannot load data, check your network status. The time tv app always show a message" the application is not available due to network error" . I have called Samsung support 4 times and was told to do all those things include hard reset on the tv and smarthub, changing the DNS setting to 8888.All these won't solve the problems .The firmware is also updated. I have a wired connection and all the other apps work fine. Some Samsung rep even suggest the particular site are under construction or updating. I know it's not true because my friend has the same model tv and his apps work just fine.
Anyone has similar experience with these apps. Any suggestions to resolve this?

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All Answers

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Answer
Clue! my friend has the same model tv and his apps work just
by R. Proffitt Forum moderator / March 7, 2013 2:59 AM PST

"my friend has the same model tv and his apps work just fine."

That's a clue. Compare their internet service and router to what you have. Also, forget the WiFi connection while you work on it. In fact, disable WiFi on the router as you could have folk mooching your internet connection and causing speed issues.

This is not an offer to cover the mooch issue in detail. That should be done in it's own discussion on an appropriate forum.
Bob

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Answer
Re: samsung apps fail to load
by Samsung_HD_Tech Samsung staff / March 7, 2013 4:00 AM PST

Hi rayd933,

Very sorry to hear about this. I'm going to ask a bunch of questions. What's your connection speed to your home from your ISP? Also, what's the length of cat cable you're using to connect your TV with your switch? What are the other apps that are failing, besides the VOD app? Could you name a couple of the apps that are working fine?

HD Tech

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re:samsung apps fail to load
by rayd933 / March 7, 2013 4:29 AM PST

MY CONNECTION SPEED IS 15 Mbps I AM USING ACTIONTEC MEGAPLUG EHTHERNET ADAPTER FOR MY WIRED CONNECTION. THE EHTHERNET CABLE IS NOT LONGER THEN 3 FEET. BESIDE THE FITNESS VOD APP, THE TIMES TV APP ALSO DOESN'T WORK. I CAN USE ALMOST ALL THE OTHER APPS LIKE
YOU TUBE , EXPLORE 3D, AOL VOD WITH NO PROBLEMS. THEY ALL INVOLVE VIDEO STREAMING LIKE
THE FITNESS VOD AND TIMES TV. I SCRATCHING MY HEAD WHAT IS GOING WRONG?

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Another good clue. MEGAPLUG.
by R. Proffitt Forum moderator / March 7, 2013 4:34 AM PST

I've heard there are issues with some of these and HDTVs. The reason and this is just a guess from my networking background (wrote router code over a decade ago) is that the packet can get lost or delayed and trouble.

To see if it's the usual, try it with just an Ethernet cable to the TV.

And yes, it may be just one lone app that glitches. Why? Different apps buffer in different ways.
Bob

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SAMSUNG APPS FAIL TO LOAD
by rayd933 / March 14, 2013 2:37 AM PDT

BUT I HAVE TRIED WIRELESS CONNECTION ALSO. SO THAT MEGAPLUG SHOULD NOT BE A FACTOR.

I GOT THE SAME RESULT, THE SAME TWO APPS DOESN'T WORK BUT THE OTHER DO. SO , I DON'T

KNOW ANYMORE.

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Then it's decision time.
by R. Proffitt Forum moderator / March 14, 2013 3:34 AM PDT

Make the last few calls and if nothing turns up then it's time to head to the voting booth.
Bob

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DITTO !!!
by michelleread / March 12, 2013 6:39 AM PDT

I am having the same issue with the Samsung Fitness VOD application. It goes into perpetual load and then gives me an error message - can not load data, check network status.
My network is fine - checked 'network status' and it says I am connected.
I can use other apps preloaded onto my Smart Hub such as You Tube and Web browser with absolutely no issues - even streamed live event video over the internet all weekend.
Contacted live chat - samsung. LTK56402728164X and reset the smart hub.
Recontacted via live chat - told to do a Powercyle.
Have now done both multiple times and still the Fitness VOD app will not work. I am showing that app is version 2.932 updated on 01/28/2013.
My TV is a PN51E550 plasma; my serial # is Z4S33CQB04146H and my software is T-MST10PAUSC-1023.2 BT-G.

Please advise what to do next.

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FITNESS VOD FAIL TO LOAD
by rayd933 / March 13, 2013 2:28 AM PDT
In reply to: DITTO !!!

HI DITTO , LET ME SHARE MY HORRIBLE EXPERIENCE WITH YOU DEALING WITH SAMSUNG. AS YOU KNOW, I HAVE THE SAME PROBLEM WITH THE FITNESS VOD APP. I TOO CONTACTED SAMSUNG SUPPORT AND HAVE MULTIPLE RESETS ON THE TV AND SMARTHUB. NOTHING SOLVE THE PROBLEM. I THEN WENT ANOTHER ROUTE BY EMAILING THEIR PRODUCT SUPPORT AND THEIR CEO OFFICE COMPLAINING THE INEFFECTIVENESS OF THE TECH SUPPORT. I GOT A QUICK RESPONSE FROM THEM APOLOGIZING AND PROMISED AN EXPERIENCED TECHNICIAN WILL FOLLOW UP MY CASE. THE NEXT DAY THE TECHINCIAN CALLED ME AND TOLD ME TO RESET THE DNS SETTING TO 8888. ALSO THIS DID'T SOLVE THE PROBLEM AND I EMAIL BACK THE RESULT TO THE TECHNICIAN. SINCE THEN, I HAVEN'T HEARD FROM THE TECHINICAN AGAIN. I EMAIL PRODUCT SUPPORT AND GOT REPLY SAYING THERE MIGHT BE SOMETHING WRONG WITH THE NETWORK CARD ON THE TV AND I SHOULD SET UP A SERVICE APPOINMENT. I CALLED SUPPORT HOTLINE AND THE SERVICE DEPT REP PUT ME ON HOLD FOR TWENTY MINUTES SAYING SHE NEED TO CONSULT THE SMARTHUB DEPT. SHE THEN TOLD ME THE SMARTHUB SPECIALIST THINK THERE IS NOTHING WRONG WITH THE SMARTHUB SINCE ONLY ONE APP IS NOT WORKING AND ALL THE OTHER APPS ARE WORKING FINE. I WAS TOLD TO CONTACT THE APP DEVELOPERS
WHAT A JOKE!!!! TO ME THE SAMSUNG SUPPORT ONLY PROVIDE LIP SERVICE BUT CAN'T REALLY SOLVE ANYTHING. I GUESS SAMSUNG HAVE GROWN SO BIG AND THEY CAN AFFORD NOT TO CARE ABOUT CUSTOMER SERVICE AND RELATIONS. THEIR PRODUCT IS PERFECT. BLAME THE APPS DEVELOPERS AND THE STUPID CUSTOMERS THEMSELVES WHO SPENT THOUSANDS OF DOLLARS BUYING THE PRODUCT. DITTO , I REALLY HOPE YOU HAVE BETTER LUCK DEALING WITH THEM.

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There was a clue to the issue in your other post.
by R. Proffitt Forum moderator / March 13, 2013 2:33 AM PDT

That MEGAPLUG. You do raise a good point. Is it time to forget the idea of non-maker apps? That is, consumers don't care who the app is from.
Bob

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still trying....
by michelleread / March 13, 2013 4:56 AM PDT

Thank you for your reply and info. I did a factory reset on my system last night and still have the same issue.

I too have been told to contact the App developer....but that is SAMSUNG !!!! This is a samsung app.
When I looked previously for contact info for this app it said - TVAppVOC@samsung.com. That is not a valid email address.....I tried.

After I did the factory reset last night - the contact info changed. It now shows support@mhand.net. I have sent an email to that address.

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Then do the consumer vote.
by R. Proffitt Forum moderator / March 13, 2013 5:08 AM PDT
In reply to: still trying....

Make the last call to support and keep in mind that with the MEGAPLUG in the loop even I would not support such a network setup. I wish it was as easy as "all other apps work so this one should" but each app can buffer according to its own rules so when an app is cranky, it can be that app or that app doesn't work with that network.

If the last call fails, consider the consumer voting booth (the return counter.)
Bob

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