Samsung forum

Alert

Smart Hub Server Issues Starting on 3/2

by Samsung_HD_Tech Samsung staff / March 4, 2013 4:00 AM PST

Hi All,

I do apologize for the inconvenience this has given many of you. We are getting feedback that many of our users have had service restored. We recommend attempting a Smart Hub reset if you have not done so in the past 24 hours: http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=406287&modelname=UN55ES8000F

For those still affected, our product team is working diligently towards a resolution. In order to facilitate determining who may be affected, please send your model code, serial number, Smart Hub version, Firmware version, and which ISP you're using to us using this form (please mention you're from CNET): https://www.facebook.com/samsungsupport/app_158125230916392

How to find the model and serial number: http://support-us.samsung.com/cyber/msl/msl_image.jsp?sitecode=us&ia=N0000058

How to find firmware version: http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=406101

How to find out the Smart Hub version: http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=409288

For those still affected, I do not have a firm ETA to service being restored for everyone. I'd like to assure that it won't be long, but I didn't want to set up any expectations.

HD Tech

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You've got to be kidding - ERROR_MODEL_BIND
by CNETBigDog61 / March 4, 2013 4:30 AM PST

Had I known that there was such a critical design flaw in Samsung TV's, I would not have purchased my UN65ES8000 a few weeks ago. So the Smart Hub, and my TV access to the Internet, is dependent on highly unreliable Samsung servers? Really? I should have reviewed the hundreds of postings on other forums, but I didn't know enough to recognize this disturbing design flaw. Do all the salesmen in the TV stores know about the network design flaw? While your "product team is working diligently towards a resolution", you should provide further explanation of the ERROR_MODEL_BIND design flaw on the Samsung web site. And then caution prospective buyers to beware. As a public service, I'll spread the message on as many forums and web sites as possible.

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Agreed
by gastrube / March 4, 2013 4:55 AM PST

I have never been so disgusted with a TV in my entire life. I too would have never bought this set if I had only known of the design flaw. I've only had my set about 8 months and this is the third hub outage. Not to mention the motherboard had to be replaced after two months. Samsung will never seen another dime from me.

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What a company
by killinchy / March 4, 2013 5:40 AM PST

I was going to buy my wife a Galaxy Tab 10 for her birthday... note the WAS

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Great TV, Bad Online Support
by mgunn6 / March 5, 2013 4:50 AM PST

Like many of you, I purchased a Samsung because of its excellent picture quality and what I thought was, "great brand reputation". Had I known about the SmartHub issues I more than likely would have purchased another brand, or at least would have purchased a less expensive TV without the smart TV feature. I am very disappointed with the SmartHub server issues and was wondering what we, as a user group, might collectively do? Any realistic suggestions how we might achieve better support?

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Smart Hub Service Calls
by tedsky99 / March 4, 2013 5:09 AM PST

Coincidence?

Just bought HT-D6530 in January, set it up for Smart Hub usage via WiFi, and installed maybe 20 or so apps.
Really enjoy Frequency and V-Tuner.

About Feb 9, 2013, decided to give Netflix a try, only to find that more often than not, the unit would freeze, and no buttons other than the remotes BIG RED BUTTON would work (of course, shutting down the unit).

Streaming services such as V-Tuner, worked well, but sometimes took an inordinate am,ount of time to set up a station. Also, it seemed as long as it was audio and not video being used, we were free of problems.

Then we discovered that even while running Netflix again, and believing that there was no sound, just pressing the Volume button caused a freeze again. No options except the BRB (and not Be Right Back) would work :-(.

Near the end of Feb, noticed a message from Samsung that Server maintenance would be perfomed between Feb 28th at 23:00 and Mar 1 at 01:00. Seemed like a reasonable maintenance schedule notice, so waited until at least a day later to try Netflix, and found that it was either unresponsive or flakey at best.

Decided to take matters into my own hands and removed several apps from Samsung App Store that might have been clogging up the unit#s memory, hence ability to perfomr. Maybe there was some fragmentation. who knows.

After trying this for about an hour, decided to give the Netflix another spin, and same results, freezing.

Ref: 2117714035
Called Samsung Support on March 2nd around 15:00, spoke with Joel.

He asked if I was aware that Servers were being updated.
I said yes, but the message said only for about a few hours late Feb 28th ot Mar 1st.
He advised that they were still be updated or restored, and to give it a day or two.
I mentioned the freezing on the unit and using the remote to shut down and start again.
He said that none of these coould be tested until the servers were back up and running fully.

Ok ...

Then I decided to take a test CAT5 cable and hook up the unit hardwared to the Net. While some apps downloaded quicker, there was still the freezing up symptom.
Netflix trial was approaching its end, and we were still unsure whether there were problems wth their service, Smart Hub or the unit.

Ref: 2117747872
Called Samsung Support today, Mar 4th at about 14:00, and spoke with Roosevelt.

He took all my info, asked me what problems I was ahving, then said that the servers were still being maintained, and that there was no ETA for them to be back up fully as yet.

I asked if there was any way I could be advised 9such as going online and checking Server status at Samsung) and he said sure, so I did, and there was NO such place to get a status report.

Searching again for Smart Hub, I came upon this forum, and see that as of just a few hours ago, a Samsung message had been posted dealing precisely with the aforementioned issues that I have been experiencing!

This has been VERY frustrating, and after suspending my Netflix account a few hours ago, (yes, Netflix is now aware of Samsung Smart Hub issues, but that does not change the fact that they are not responsible for my experience).

One thing I will note is that Pandora has been added - what a GREAT feature THAT is!!!

Than you for your anticipated response and resoluton to my wasted time and effort trying to get online with our D6530.

Sincerely,
Ted Arsovsky

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I should not have to be tech savvy to operate my TV!
by neilprivate / March 4, 2013 5:32 AM PST

"For those still affected, our product team is working diligently towards a resolution. In order to facilitate determining who may be affected, please send your model code, serial number, Smart Hub version, Firmware version, and which ISP you're using to us using this form (please mention you're from CNET)"

Now what happens to Grandpa or Aunt Flo who isn't a tech geek and hasn't managed to negotiate her way through the internet to this forum for that help? Nobody is warned when they buy the TV that they will need to go through "model code, serial number, Smart Hub version, Firmware version, and which ISP" in order to watch their television!

I bought a consumer product, I do not expect to have to be on the phone with technical support discussing "Smart Hub" resets and firmware versions every time you screw up the servers. It's a TV, not a fighter jet!

What are we always going to have to phone your support desk or blaze on a forum every time your system crashes? Terrible design, terrible customer service... overall a VERY disappointing consumer experience from Samsung.

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Just noting.
by Kees_B Forum moderator / March 4, 2013 5:47 AM PST

Last week Microsoft had a outlook.com outage. No user could reach his mail. They don't even have a customer contact center for circumstances like that.

A smart TV is just a user-unfriendly computer. I wonder why anybody would buy it.

Kees

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I agree
by itsdigger / March 4, 2013 5:54 AM PST
In reply to: Just noting.

with Kees ! If you want a Smart TV, hook your computer up to nice flatscreen and do whatever you want !

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A VERY disappointing consumer experience from Samsung
by killinchy / March 4, 2013 5:48 AM PST

I absolutely agree with you. I bought Samsung because I thought I was buying a high quality product. Was I ever wrong. I'm disgusted.

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Samsung ... a high quality product
by tedsky99 / March 4, 2013 8:54 AM PST

Hmmm ...
You were wrong -and- you are disgusted.

Here is a response I received from a Samsung Rep after my posting (above) ...

>> Hello Ted!
>>
>> Thank you so much for submitting your information.
>> We are diligently working towards a resolution to this issue, and will keep you posted of real time
>> updates on both Facebook and Twitter.
>> We appreciate all of your cooperation and patience in this matter.
>> In the mean time, please attempt a Smart Hub reset to check if the issue persists.
>>
>> Thank you,
>> Latia H.
>>
>> @SamsungSupport
>> Social Media Support Specialist
>> Samsung Electronics America
>> www.samsung.com/support

I suppose we whould ALL be disgusted that Samsung is owning up to either equipment or programming failure when attempting to introduce new features to its users and subscribers.

While I was not too thrilled that this happened and mentioned wasted time and effort (which was true), I am not upset with Samsung, just frustrated that this happened.

As another writer (Sparks007OT) said ...

>> The hubs went down, stuff happens.
>> Been there, seen that, not fun.

Exactly, sh*t happens - Get over it Happy
Ted

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A VERY disappointing consumer experience from Samsung

I agree as well! I'm considered an advanced user and I'm having issues. We do have a computer attached to the flatscreen but my wife has a baby and wants "one click" access from the remote. That means the Smart TV needs to actually work (sigh). I know, I know... too much to ask.

I have done the following to complain, since I noticed that I am unable to contact a customer care person from Samsung*:
Wrote bad review on Samsung site for TV
Wrote bad review on Consumer Reports for TV since it's rated a "best buy" - but I noticed that CR doesn't rate the "smart" part

I truly hope no one else buys Samsung TVs. I would not wish this on my worst enemy.

* I seem to get their call centre... it's like the call centre is the gate keeper for everything... very convenient for running their little empire - I have to assume this is an outsourced service. I've written lots of call flows in my day and made call centre tweaks as a 3rd level support person. This is a VERY bad call centre.

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Smart Hub Reset
by Sparks007OT / March 4, 2013 5:44 AM PST

The hubs went down, stuff happens.
Been there, seen that, not fun.

When I do the Smart Hub Reset will the apps I added before the unpleasantness reload, or will I have to reload the apps and reenter the passwords etc.?

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3rd party apps don't appear to be effected by Samsug servers
by st4000 / March 4, 2013 7:24 AM PST
In reply to: Smart Hub Reset

Sparks007QT: "When I do the Smart Hub Reset will the apps I added before the unpleasantness reload, or will I have to reload the apps and reenter the passwords etc.?"

Not sure. But I do know that I was able to load a mythtv/fontend application (created by a 3rd party in Europe somewhere) into my "smart hub" Bluray player during the Samsug server outage around the time of the CES in Las Veges. And, it worked. Everyone AFAIK has the ability to setup a "test server". That is, you can host a server on your own computer (if you want) given you have a web server running. And you can (probably) put your on applications on that server. I have no idea, though, how pay-for services such as Netflix work.

So, the (some?) applications do not (appear to) depend on the Samsung server being available. What I think might be happening is that some sort of update goes wrong and the (it would seem) applications that came from the Samsung servers get deleted.

I've never had applications get deleted. I've never had to reload my mythtv/frontend application. Even after the Samsung applications (like Netflix) started showing up.

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Status update?
by bravo90078 / March 4, 2013 8:31 AM PST

Is there any status update on this? It appears some apps are working but others are not, are the servers still down?

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(NT) Smart Hub
by ladyroe24 / March 4, 2013 11:17 AM PST
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Smart Hub
by ladyroe24 / March 4, 2013 11:20 AM PST

My aps are back and working properly. Had to reinstall or reactivate Pandora and Vudu.

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same issue
by bmorton79 / March 5, 2013 10:01 AM PST
In reply to: Smart Hub

Started having the same Smart Hub Issues last night (3/4/2013) Worked with Samsung online and on the phone. Did a Hub reset and full tv reset made no difference. Ticket has nbeen escalated.

Model: UN46D6000SFXZC
VER: H301
Firmware: 1030.0

Have tried wireless and Hardwired connection to TV.

If i go into the Smart HUB and press 'A' on the remote to login, the login screen appears for a second then disappears, then a error comes up saying the "NETWORK INTERFERENCE OCCURED"...and yes the TV is conected to the internet via my router.

I have tried several different DNS server to see if that would make a difference, it has not.

Will continue running tests......willl update.

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update...
by bmorton79 / March 5, 2013 10:18 AM PST
In reply to: same issue

By-passed my router (Netgear WNDR4500) and plugged the TV direct into my cable modem (Cogeco Cable..Ontario Canada)

TV dynamically got a Public IP address. I verified this on the TV.

Checked the SMART HUB.......still broken

RESET Smart Hub again.....still broken

RESET the TV again.......still broken

Picked the TV up and shook it like an Etch 'a' Sketch Happy .......still broken

The battle continues.........

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Internet TV up and running again
by Hurcomb / March 5, 2013 11:43 AM PST
In reply to: update...

Neded to reset TV settings and then re-enter passwords. Noted that default for entering security password is upper case and mine is lower case, so realized had to change case of security passphrase to get it reconnect to my wifi -- fwiw! Then it worked again Happy but with a lot of reactivation needed.

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Same problem
by FRUSTRATED5586 / March 9, 2013 5:04 AM PST
In reply to: update...

We are having the same problem!! We have tried everything... Did you ever find a solution to this problem?

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Keep in mind
by R. Proffitt Forum moderator / March 9, 2013 5:09 AM PST
In reply to: Same problem

That this issue can be regional and by everything, does that include calling Samsung?
Bob

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Same issue
by Charlie_pa / March 10, 2013 6:36 AM PDT
In reply to: same issue

Have the same model & ver as you and getting the same error message. Had an online chat and a phone conversation with Samsung. They made me go thru the steps of changing the DNS server and asked all the routine questions. Finally when nothing worked, I was told the smart hub server is down for maintenance and would be another 2 to 3 days! There would be no formal notification sent to me when the servers are up and running, even though they have taken down my email and phone contact! I was told that if the smart hub is working, you know that the servers have been fixed! really?? That's not what I expected.

Charlie

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Help Samsung Tech Please
by CleopatraMax / March 24, 2013 1:12 AM PDT

I am having problems getting my TV a UN60ES8000 to recognize my new wireless network. As you know the system reset only restores the TV to factory standards EXCEPT for the Network settings. The TV still recognizes my old router, but will not recognize my new router. The new router is a Cisco ES6500 and is fully backward compatable to N & G. The tv is the only internet device that will not recognize the new network. Initially I thought it was the router, so I tried a Netgear N router--same issue. When the tv goes through the search for wireless network cycle it only defaults back to my old router. In the settings area, it is set to automatic, which is the required setting for an AC router. I had no problems like this when I initally set up the TV out of the box. I have chatted with Samsung three times--no resolution. Has anyone solved a similar issue?

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Re: Help Samsung Tech Please
by Samsung_HD_Tech Samsung staff / March 25, 2013 8:03 AM PDT

Hi CleopatraMax,

I made a couple suggestions over at your most recent post. Hope they help.

HD Tech

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Nothing "Samsung_HD_Tech" Posts helps
by WantMyMoneyBack / March 28, 2013 9:41 AM PDT

What a clown. I smell another epic class action against Samsung for all the defects and flaws in the entire ES line.

And as a caution to anyone that thinks that calling Samsung will be productive, well, I hope you can afford to waste a huge amount of time on what will be pointless exercise. Their "customer service" is the worst of any I've ever encountered.

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Nothing "Samsung_HD_Tech" Posts helps
by CaringForOtherConsumers / March 29, 2013 11:36 PM PDT

Worst customer service ever - agreed! I used to be a 3rd level tech support, did a stint myself on first level... definitely the worst ever. I've been trying to escalate my issue for two months and it's impossible (I've spent approx 30-40 hours). I have never been so shocked at how poor their support is. As my wife says "another hardware company trying to be a software company".

Did anyone see that they now are sending notifications for outages? Wow, way to go Samsung. A step in the right direction but I still am sarcastic. The ENIAC had better system planning. (that's a computer from 1946).

Here is my last ticket # (if it isn't closed again): 2118096798
Closed ticket #s: 2117994022, 2117484743
(note: escalation via the "email the CEO" doesn't work either; I think it's the same support team)

Note: Yes, I'm Canadian so no Samsung support person on this forum can help me. We all live in igloos and drive dog sled teams to get around, so no point in helping us. Why, we don't even have electricity!

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Samsung smart tv HUB outages
by maxandhoney / March 14, 2014 9:49 PM PDT

Purchased of the 55 smart tv 1 1/2 tr ago. Just started to use smart hub. CONSTANT failures of the HUB
Down more than up.
Class action suite to follow due to lack of response from Samsung teck. support.

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Re: Samsung smart tv HUB outages
by Samsung_HD_Tech Samsung staff / March 17, 2014 12:24 AM PDT

Hi maxandhoney,

I'm very sorry to hear that has happened. In order for me to help you most accurately, please provide the complete model code for this device and a description of the issue you are experiencing.

Regards,
HD Tech

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Why would you suggest that?!?!?!?
by fungi12 / December 11, 2014 9:23 AM PST

Thanks a lot Samsung_HD_Tech. I followed your advice to reset the smart hub and now all my apps are gone and since I cannot access samsung apps I can't get any of them back. Good job, you made my smart TV completely useless for anything but watching cable TV. I should've just got a regular TV, and definitely should NOT have listened to you. Most of my apps were working fine even though I couldn't access the samsung apps and some other network services, but now they are all gone and I can't get them back. Thanks for ruining my night!

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This thread is more than 647 days old.
by R. Proffitt Forum moderator / December 11, 2014 9:28 AM PST

Given the age of this advice you have to take it that circumstances do change over time.

Since it's too late to discuss other ideas, please call it in and ask Samsung what to try next.

In closing, this thread is closed with your results being a warning to those that find old advice. It can be stale or just bad.
Bob

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