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Question

Netflix ESN issue on BD-E5900

May 7, 2015 10:31AM PDT

I have an issue, which could possibly be solved quickly and easily. However, I have been having the most difficult time getting it resolved, so I hope there's a tech on here who can help.

I purchased a Samsung BluRay Player last August; overall, it's been great. However, I signed up for Netflix a couple weeks ago, and the Smart Hub app was unable to connect. I did some research and was able to deduce that the ESN had been set to "Not Support," a situation that can usually be solved by a hard reset, verification of time zone and country, and/or setting the DNS to 8.8.8.8. If none of these work, you need to contact customer service who (according to dozens of people I've found online) can verify that your esn is on the server.

However, I've spoken with many agents, and none of them knew what I was talking about. I got so frustrated, I emailed the president's office, and they claimed that all the people online were lying because it's impossible to check the ESN server. Therefore, I need to take it into a service center and pay Samsung $110 just to enable Netflix.

Is there a Samsung tech on here, and, if so, could you either A) Check the ESN server, or B) Tell me what steps they will need to take to get the ESN on my machine, so I can attempt to fix it at home.

I would appreciate it a great deal.

Model: BD-E5900/ZA
S/N: ZUAG1T2C105108W
Software version: BSP-E5900WWB-1064.4
Unique ID: JHCN4UQJ6CY3M

Steps I have already taken:
(Cool Hard Resets
(5) Factory Resets
Unplugged from wall multiple times.
Verified time zone
Verified country
Changed country to Afghanistan and back to United States
Verified Router had appropriate time code.
Reset router twice
Spent 5 hours on the phone with Customer Service
Spent 1.5 hours on the phone with Remote Management

Discussion is locked

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Answer
At that many hours...
May 7, 2015 10:35AM PDT

I can't guess why there is 110 buck fee for what looks to be an in warranty product.

If it has failed, make it a warranty issue and let Samsung fix it.

REMEMBER I CAN"T GUESS IF YOU USED SOME RANGE EXTENDER that breaks this.
Bob

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I wish it were that easy.
May 7, 2015 10:38AM PDT

Customer service told me it was out of warranty.

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You claimed it was last August?
May 7, 2015 10:41AM PDT

Was it some refurb? I see a first ship date of January 13, 2014 so is there something missing from the story?

Anyhow, check firmware updates and use the SERVICE ISSUES at the top if you are inside the warranty.
Bob

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Honestly, my customer service experience was the worst ever
May 7, 2015 10:51AM PDT

Seriously, it was bad enough to put me off of ever buying a Samsung product again. There's a very likely chance someone marked out of warranty just to spite me.

I guess I'll call them tomorrow, and see what the deal is.

Honestly, though, at this point I'd rather just fix it myself, if it's doable at all.

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I didn't duplicate the web on this.
May 7, 2015 10:58AM PDT

Firmware update, the DNS, the things Netflix has you do, the issues of range extenders and more. One design decision by Sam was to have us log into Smart Hub before all the apps work. This can lead to great outages for reasons Samsung has yet to reveal. Samsung is acting very corporate here and has yet to tell what all those outages were about.

Frankly if they were to dump Smart Hub it may fix it.
Bob

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Re: Blu-ray
May 10, 2015 1:48AM PDT

Can you please reach out to us at qasupport@sea.samsung.com and provide your model and serial information and any transaction numbers you may have. I would love the opportunity to check into this further with you.

Regards,

HD Tech