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Question

Streaming Problems

Apr 26, 2015 9:28AM PDT

I have a 1 year old 55" Samsung Smart TV. I have been having problems streaming Netflix and Amazon Prime movies through the Smart Hub app as they keep buffering. Attempts to solve this problem include having Time Warner replace my modem and router and moving them to the same room as the TV; getting Time Warner to replace the line from the pole to my house; Getting Time Warner to work on splitting our service at the pole as too much congestion on our line causes slow Internet speed at busy times. Currently I have a strong Internet connection at 33 mbps all the time. Here is the interesting thing.... I can put my Apple TV Box on my TV and stream everything through that with no trouble at all... no stalls, no freezing, no buffering. This makes me think it has something to do with the Smart Hub.

Discussion is locked

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Answer
As long as it's a wired connection.
Apr 26, 2015 9:32AM PDT

I'll agree. There is a strange odd thing about Samsung when the date/time is off. Be sure to check that. Also, set the DNS to 8.8.8.8.

If that fails, make it a Samsung issue. They fix or refund for the lost feature. I think it's about time that Samsung ditch Smart Hub logins or start handing out Roku's.
Bob

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Answer
Oooops
Apr 26, 2015 9:33AM PDT

Time Warner jumped through those hoops for no reason. The issue is the Samsung smart tv. I am having issues as well for the 50,000th time in a year.

Netflix will not play on my samsung tv but it plays everywhere else. This is a samsung issue, and it has become a regular thing.

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Answer
Re: Streaming
May 1, 2015 12:53AM PDT

I'm sorry to hear this! I have some troubleshooting advice that has worked for other customers. You, too, may attempt them. However, please understand that if you are able to connect to the Smart Hub/Smart device and use other applications, your device is in fine working order. The Netflix application is developed and released by Netflix and their development team. You are able to use Netflix through your computer because the server and coding language used to stream video to your computer is different than that of the ESN server that is used to stream video through your app. This is an issue of connectivity to the Netflix server that is owned and managed by Netflix and not Samsung. We also suggest reaching out to Netflix for additional troubleshooting and app assistance.

Here is the suggested troubleshooting advice that's proved effective for some customers experiencing Netflix issues:

Can you please start with a factory reset followed by a firmware update.

Next for your device:
1. Go to your Network Status Screen and wait about five minutes. This will allow the player time to obtain the ESN from the server.
2. Go into SmartHub
3. Launch Netflix and Enjoy!

Then Smarthub reset


You can also try a Netflix reset for the device:
Launch Netflix. When Netflix queue displays press the arrow buttons on the remote in this sequence: up up down down left right left right up up up up. You will be prompted to deactivate your account. Deactivate it and then reactivate your Netflix account.

Once this is complete, try to access Netflix again.
Some customers have fixed this issue by changing the DNS settings on the TV to 8.8.8.8 or 8.8.4.4.

Let me know if this helps!


Regards,

HD Tech