An App is Not Working on my Smart TV

Samsung Smart TVs come pre-loaded with many popular apps once you have set up 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.

Image of QN90D TV with Q990D soundbar

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

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:


  • 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.
  • The images below were taken from a 2023 model TV. Steps may differ depending on the model of your TV.
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
1 Press the House icon Home button on your remote control and head to Apps on your TV
2 Select Settings
3 Toggle on Auto update: ON
Enable Auto Update

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

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.

To reset the Smart Hub: 

  • 2023 - 2024 Model TVs: Settings > All Settings > Support > Device Care > Self Diagnosis > Reset Smart Hub
  • 2022 Model TVs: Menu > Settings > All Settings > Support > Device Care > Self Diagnosis > Reset Smart Hub
  • 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 Model TVs: Menu > Smart Hub > Reset Smart Hub
  • 2014 Model TVs: Menu > Smart Features > Smart Hub Reset
  • 2013 Model TVs: Menu > Smart Hub > Smart Hub Reset
  • 2012 Model TVs: Press Smart Hub button on the remote > Tools > Settings > Reset


For a visual guide, head to Reset the Smart Hub on a Samsung TV.

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. 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.

Note: Steps and layout may differ depending on the model and software version of your TV.

1 Press the Home button on your remote control and then head to Settings
Select Settings
2 Navigate to All Settings
Navigate to All Settings
3 Select General & Privacy
Select General and Privacy
4 Choose 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.
Choose Reset

For a step-by-step via TV model:

  • 2022 - 2024 Model TVs: Settings > All Settings > General & Privacy > Reset
  • 2017 - 2021 Model TVs: Settings > General > Reset
  • 2016 Model TVs: Settings > Support > Self Diagnosis > Reset
  • 2015 Model TVs: MENU/123 > Menu > Support > Self Diagnosis > Reset
  • 2013 - 2014 Model TVs: Support > Self Diagnosis > Reset 

For further assistance, please contact our Chat Support or technical experts on 1300 362 603. To find your Samsung product's User Manual, head to Manuals & Downloads.

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