Netflix issues on Samsung TVs

Last Update date : Nov 18. 2020

 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.

If Netflix isn’t working, you may be experiencing a network connectivity issue, an issue with your TV, or an issue with your Netflix app or account. To get a better idea of what is causing the problem, this page covers a lot of different options to diagnose and troubleshoot the problem.

 

If your TV displays a code or message, enter that code or message into the search bar on help.netflix.com. From there, you’ll be given steps tailored to the issue you’re seeing. You can also try to log into your Netflix account online to make sure there's no account issue keeping you from watching TV.

Netflix App Compatibility:

Please Note: Samsung TVs and Blu-ray players manufactured 2011 and earlier are not compatible with Netflix app. From 2016 onwards, all TVs and Blu-ray players are compatible with the Netflix app.


Netflix Compatibility

2015 

TV 

JU6400, JU6600, JU7000, JU7500, JS8000, JS9000, JS9500

2014 


TV

HU7000, HU6000, HU7500, HU8500, H6500, H7000, H6400, H6500, H7000, H5500, H6300, HU9000, HU8500, H8000

AV 

BD-H8500, BD-H8900, HT-H6500WM, HT-H6550WM, HT-H7750WM, BD-H6500

2013 

TV 

F7000, UF7500, F8000, F8500, F9000, F7200, F7120, F7100, F6800, F6700, F6600, F6500, F6400, F6300, F6200, F5700, F5500, F5400

AV 

BD-F8900, BD-F8500, BD-F6900, BD-F6500, HT-F5500, HT-F5500W, HT-F6500W, HT-F6550W, HT-F9750W

2012 

TV 

ES8000, ES7500, ES7000, PE8000, E6700, E6600,E6500, E6400, E6300, E6200, E6100, PE7000, PE6500, PE570, PE550, PE540, E6100, E5700, E5500, E4500, PE550

AV 

BD Player with HDD(Only with Smart Hub feature), BD Player (Only with Smart Hub feature, BRCM), BD Player (Only with Smart Hub feature), BD Home Theatre

Reinstall Netflix:

If the Netflix app is stuck on the Netflix loading screen, you can try reinstalling the app. Included in the instructions below is also how to turn on automatic updates.

1 Press the Home button on your Samsung remote control and then select Apps.
Samsung TV Eden Menu
2 After you have selected Apps, you will be taken to a page with a list of apps available for download. Select the Settings icon which is located in the top right-hand corner of the screen.
Samsung TV Apps Store
3 From here you can select the Netflix icon and a dropdown menu will appear where you can choose to reinstall the app.
Netflix app
4 You also have the choice to turn automatic updates On and you can also see how much free space is left, located in the top right-hand corner of the screen.
Downloaded Apps list
Netflix App won't load:

Older TVs (2015 and earlier) may be able to uninstall and re-download or Reinstall the Netflix app to clear issues with the app. With 2016 and later TVs, the Netflix app is preinstalled and won't allow this option. Open the Apps screen in Smart Hub and try to Delete apps from Smart Hub. Long pressing on the Netflix app will give you the option to Reinstall on some older TVs.

 

If the Netflix app won't load from Smart Hub at all, it's best to try to see if there is a firmware update available for your TV. See the page on Update the Firmware on Samsung TVs for a step by step guide.

 

If the Netflix app opens to a black screen, or doesn't seem to want to connect, you can try to perform a Smart Hub Connection Test to try to determine if it is the internet connection that is causing the problem, or the TV.

Test the Internet Connection:

If you can, try to connect the TV with an ethernet cable to your modem/router. If Netflix 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 Netflix 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 8.8.8.8 (Google Public DNS Server address) is a popular resolution to common Netflix 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 8.8.8.8

Perform a Smart Hub Reset:

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.

1 Press the Home Home button on your remote control to bring up the Smart Hub and then select Settings Settings.
Samsung TV Smart Hub
2 Scroll down and select the Support icon and select Self Diagnosis from the centre menu list.
Support settings
3 On the Self Diagnosis page, scroll down and select Reset Smart Hub. Once you have done that, a pop up box will appear asking for you to enter the PIN. If you have not set a PIN for your TV, the default PIN is 0000.
Self Diagnosis settings
Reset Smart Hub with PIN

2016 to 2018 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

Power Cycle the TV and Reset:

2017 - 2019 TVs

Press and hold the Power button on the remote control for 30 seconds to force the TV to reboot. When the TV reboots this way, the Netflix app is forced to fully exit and close. Powering off the TV by pressing the Power button quickly keeps the app in a hybrid sleep state, so it's ready to go when the TV is turned back on.

 

Alternatively, turn the TV off by unplugging it from the wall. Give it a few minutes before turning the TV back on, and try the Netflix app again. You can also think about Resetting the TV if you don't mind losing your settings and being signed out of all your accounts.

If you have exhausted all troubleshooting and are still having issues with the Netflix app on your Samsung TV, please get in touch with Samsung Australia Live Chat or call 1300 362 603 (Toll Free in Australia) to organise an in-home assessment of your TV.

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