An App is Not Working on my Smart TV

Last Update date : Oct 22. 2021

Samsung Smart TVs come pre-loaded with many popular apps once you have setup your TV and connected to a network.

If you have an app that is freezing, not loading or crashing, you can try cold booting your TV, updating the TV software, re-installing the app, or complete a full reset of the Smart Hub to correct the issue with the app.

Below are some tips to help with getting the app working again.

Information Icon Please Note: The information on this page is for Australian products only. Models, sequences or settings will vary depending on location and/or where the product had been purchased. To be redirected to your local support page please click here.


Note: If you're unable to locate an app to download on your TV, it would be unavailable for download.

Cold Boot the TV
1 A cold boot of the TV will reboot your TV, similar to restarting a computer. This helps solve certain issues with apps, picture, sound, and more. There are two ways that you can cold boot your TV.
  • With the remote control: Press and hold the power button on your remote until the TV turns on and off again. This should take about 5 seconds.
  • With no remote control: Unplug the TV from the power socket, and leave it unplugged for a minimum of 30 seconds. Then plug the TV back into the power socket again.

Once you have performed a cold boot, test the app again to see if the issue has been resolved. If the issue still persists, try the following tips:

Reinstall the app

Note:  Technical limitations may restrict an app from working on certain TV models. Please, refer to the app developer’s webpage to see if your TV model is still supported.

1 Press the House icon Home button on your remote control and head to Apps on your TV
2 Select Settings
3 Select the app you are experiencing troubles with and then Reinstall

Note: These steps are for newer Australian models only. If you are unable to locate this, head to the next troubleshooting tip.

Reinstall app
Test the Internet Connection

Troubleshoot your Internet Connection

Head to our page on Connect a Samsung TV to the Internet to assist you in troubleshooting your internet connection.


Connect an Ethernet Cable or Mobile Hotspot

If you can, try to connect the TV with an ethernet cable to your modem/router. If the app loads correctly over a LAN connection, we know the problem lies in the Wi-Fi connection of the TV. You can also try to connect the TV to a Mobile Hotspot or alternate Wi-Fi network, to test the app across multiple network connections.


Adjust the DNS Settings

If the app won't work with any network connection, changing the IP Settings on the TV to use alternate DNS servers may fix the problem. Open the Settings on your TV and navigate to the Network Settings. Changing the DNS Settings to (Google Public DNS Server address) is a popular resolution to common app issues.

Press the Home or MENU button on your remote to open the Settings. Navigate to the Network Settings:

Settings > (General - on 2017/2018 TVs) > Network > Network Status > IP Settings > DNS Setting > Enter manually > Change to

Perform a Smart Hub Reset

Note: Resetting the Smart Hub will log you out of all apps and your Samsung Account. This will also remove all apps that are not pre-installed.

When the Smart Hub is reset all downloaded Apps are initialised. User accounts and settings are wiped from the apps, and all Smart Hub settings will revert to the factory default. Make sure your TV is on Live TV or a HDMI input as you can't reset the Smart Hub when inside Smart Hub or an app.

For a guide on how to reset the Smart Hub on a 2016 - 2019 Samsung TV, please click here.

1 Press the House icon Home button on your remote control to bring up the Smart Hub and then select Gear cog Settings.
Samsung Smart Hub
2 Navigate to Question mark within a cloud icon Support and then select Device Care.
Device Care. Second option on the list in Support.
3 Select Self Diagnosis from the bottomo of the screen.
Self Diagnosis option located at the bottom of the screen, second option.
4 Choose Reset Smart Hub.
Reset Smart Hub. Last option on page.
5 Enter the PIN for your TV.

Note: The default PIN is 0000.

Enter TV PIN.
6 Your Smart Hub has now been reset.
Blank Smart Hub after reset.

2020 & 2021 Model TVs: Settings > Support > Device Care > Self Diagnosis > Reset Smart Hub

2016 to 2019 Model TVs: Settings > Support > Self Diagnosis > Reset Smart Hub

2015 J/JU/JS Model TVs: Menu > Smart Hub > Reset Smart Hub

2014 H/HU/F Model TVs: Menu > Smart Features > Smart Hub Reset

2013 F Model TVs: Menu > Smart Hub > Smart Hub Reset

2012 E/EH/ES Model TVs: Press Smart Hub button on the remote > Tools > Settings > Reset

Perform a Factory Data Reset

When you perform a Factory Reset, all settings will revert to factory default. These settings include picture and sound settings, channel menu settings (including memorised channels), clock and timer settings, and other settings that you may have changed. You may also lose any changes to calibration settings if the calibration was not done through the service menu. Factory Reset, however, will not affect your Network Settings. Network Settings can only be changed manually. 

The table below outlines the Menu Path for models by year. For a visual guide, head to How to Reset a Samsung TV.

1 With your TV turned on, press the Home Home button button on your remote control to bring up Smart Hub and then select Settings cog Settings.
Samsung TV Smart Hub/Eden Menu
2 Scroll down and select  Spanner looking icon General from the list of icons on the left-hand side and then scroll down to the bottom of the centre menu list and select Reset. A pop-up will appear asking you to enter your PIN. Once you have entered your PIN, select Yes and your TV will then reset.
Reset option at the bottom of the list.
Menu Path by year



2011 (D Series)

MENU > System > Plug & Play > (Initial setup)

2012 (E Series)

MENU > Support > Self Diagnosis

2013 (F Series)

Screen Menu > Support > Self Diagnosis > Reset

2014 (H Series)

Support > Self Diagnosis > Reset

2015 (J Series)

Menu/123 > Menu > Support > Self Diagnosis > Reset

2016 (K Series)

Home > Settings > Support > Self Diagnosis > Reset

2017 (M Series)

Home> Settings > Support > Self Diagnosis > Reset

2018 (NU Series) 

Home> Settings > Support > Self Diagnosis > Reset

2019 (Q Series)

Home > Settings > General >  Reset

2020 (T Series) 

Home > Settings > General > Reset

2021 (A Series) 

Home > Settings > General > Reset

If you require further assistance, please consult the user manual from our Manuals & Downloads page or contact our Samsung Care Australia experts on 1300 362 603 (Toll Free in Australia). You can also contact our Chat Support team or reach us through Samsung Members Community

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