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Original topic:

Apps storage space issue

(Topic created on: 13/12/18 23:34)
Tony47
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TV: UE55 NU7500

I'm not sure whether this is a general Samsung issue or just to do with my TV, but the amount of space allocated to the Smart Hub apps seems to be seriously lacking.

 

As this is a new TV I thought I'd explore some of the available apps, but when I went into the Apps area I got a message saying that there was insufficient space to update apps. This was before I had downloaded anything, so it would purely apply to the pre-installed apps. 

 

I checked settings and the used space was 751MB with 64MB available, i.e. 7%. This seems absurd as these apps can't be deleted and are built into the system. The available space doesn't even allow them to be updated. I then tried resetting Smart Hub. This has helped to an extent as the available space is now 13%. However, it's still far too low and whenever I try and download a new app I get a warning about available space.

 

I can't believe that the pre-installed apps are taking around 700MB of space, and it seems crazy that Samsung would design the system this way. Presumably I will have to install an SD card to provide more space for the apps?

Any tips welcome as this is my first Samsung TV.

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Liammmh
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This is the reply I got from Samsung.

 

We recommend to perform a Smart Hub reset to refresh the Smart Hub settings including the TV's memory. It will also help to install either a USB flash drive or external hard disk drive (HDD) if in case the TV's internal memory will run out. For the meantime, please try the troubleshooting steps below:

 

1. Power off then unplug the TV from the mains.

 

2. Plug in then power the TV back on or simply reboot the TV.

 

3. Press the 'Home' button on the TV remote, select 'Source', and choose 'TV'.

 

4. Press the 'Home' button on the TV remote, select 'Settings', and choose 'Support'. Select 'About This TV' then get the complete software version code that was installed.

 

5. Press the 'Home' button on the TV remote, select 'Settings', and choose 'Support'. Select 'Self Diagnosis', choose 'Reset Smart Hub', and enter your 4-digit PIN (Default PIN: 0000). Finish the Smart Hub setup. After a Smarthub reset, the TV will have around 100 Mb of available memory with default installed apps which is normal.

 

6. Connect a USB flash drive or USB HDD to the TV's USB port.

 

7. Press the 'Home' button on the TV remote, select 'Apps', and check the available internal memory.

 

We will await for any update that you will have.

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Tony47
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I don't know how long you've had your TV or how much of this thread you've read, but what you pasted is standard Samsung bull***** on this issue. At least they now admit that there's only 100MB left after a reset!

 

That is not enough and the issue will reoccur every time there's an auto-update. Attaching a USB drive doesn't help as the built-in apps need internal storage to update. 

 

Resetting the smart hub is highly inconvenient as it has to be reconfigured and all credentials re-entered, plus downloading any non built-in apps again.

 

The 2019 version of these TVs have around 3GB of spare capacity, so 100MB is not by any means 'normal'.

 

Your retailer should replace your TV.

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chumly
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Sorry for late reply - dealt with the customer services team on the phone.  They authorised the return.  The store just did a straight swap.  Interestingly when I initially spoke to the store they never heard of the issue.  When I went into the store they said this is the 3rd return they've had with the issue and then proceeded to send an email to their purchasing team to alert them of the amount of returns occuring.

 

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Liammmh
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What's the use of replacing the tv like for like, if it's going to have the same low storage space. Has anyone been able to get an upgrade?

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Tony47
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I obviously meant replace with another model (jeez). Read some of this thread. The issue has been discussed in great detail, and you'll know the steps that have been taken and how retailers have dealt with it.

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chumly
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@Liammmh wrote:

What's the use of replacing the tv like for like, if it's going to have the same low storage space. Has anyone been able to get an upgrade?


Forgot to hit the quote button last time.  I exchanged for a RU7400.

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teeveestuff
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I'm another to add to the list of people affected by this problem. My 43" NU7400 was bought from John Lewis last July and I've been very happy with it - picture quality is great, I've got excellent uniformity and no quibbles with the image but I started getting the insufficient storage error messages in January. I didn't think too much of it though as I don't often open the Apps and it hasn't affected the use of Netflix, iPlayer or Amazon so I didn't do anything about it.
In the last couple of weeks however, since the Apple TV update I did start to realise that there was now 0% of storage free and the error message would pop up every time I opened the Apps tab. I contacted Samsung via the live chat, told them about the issue and how I'd read of others with the problem. They took remote control of the TV, went into the service menus and did something which reset the Smart Hub. They then rebooted the TV but the error message still appeared, despite freeing up some storage space. There next step was the old 'plug in a USB stick and install apps there' trick. I plugged in a new USB, the TV recognised it but it would not allow any apps to be installed on it. This puzzled the Samsung operator and they said they'd have to get in touch with the 'Product Change Specialist' (whatever that is) to discuss further. They took my details and said they'd be in touch but that was nearly a week ago and I've heard nothing since.
In the meantime, after turning the TV off and back on again the error message has disappeared. I presume this is what has already been noted on this forum as the temporary fix. The caches seem to have been cleared freeing up around 80Mb. I've since deliberately filled this 80Mb with lots of apps so I'm back down at 1% free but the error message is still no longer appearing. It will also now allow me to install apps to a USB stick. Weird.
I was about to go back to Samsung and/or John Lewis to start the process of getting it replaced but at the present time the problem does seem to be fixed. I've got AutoUpdate turned on for the apps but there doesn't seem to be any updates big enough to trigger the error.
Hmmm. Don't know what to do. As I've said, I do like the TV but I don't want to be stuck with it if the error starts happening again in July which will make it a year old. From everyone else's experience should there be a moment where the TV does try to update things and can't? How long should I leave it before contacting Samsung/John Lewis?
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Tony47
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@teeveestuff wrote:

I was about to go back to Samsung and/or John Lewis to start the process of getting it replaced but at the present time the problem does seem to be fixed. I've got AutoUpdate turned on for the apps but there doesn't seem to be any updates big enough to trigger the error.
Hmmm. Don't know what to do. As I've said, I do like the TV but I don't want to be stuck with it if the error starts happening again in July which will make it a year old. From everyone else's experience should there be a moment where the TV does try to update things and can't? How long should I leave it before contacting Samsung/John Lewis?

Hi, Samsung support remains remarkably clueless about this issue, and seemingly about their TVs in general.

 

USB:

 

1. The option to install apps to USB does not present itself until the internal drive is more or less full (within 1%). You can't choose to install to USB before this.

 

2. The apps that can be installed to USB are the third party apps, not the built-in ones, which must remain on the TV's internal drive, and their updates must be installed to that drive as well. That means that the issue is not resolved by using a USB drive. This simple fact is over the heads of every single Samsung support operative.

 

Error message: the recent reset of the smart hub will have reinstalled/updated the built-in apps, so that's why the message no longer appears. It will come back on the next auto-update in a month or so. As you now have zero space left on your internal drive the built-in apps have no chance of updating. You'll probably find that there's no chance of any more firmware updates either unless you do a factory reset.

 

I was with JL and they did refund my TV, although it took a while. They need a returns number from Samsung before taking action (this is against consumer law but that's how they're handling this issue).

 

The steps for me were to state clearly to JL that I wasn't going to accept the TV as it was not fit for purpose. They then put me in contact with a third party repair company. The repair company decided that there was no point in coming to my house and they contacted Samsung, who fed them the latest tissue of lies. The repair company told me what Samsung said, which I'd heard a hundred times before ("we're working on a fix which is imminent", "reset the smart hub", "install apps to USB").

 

I told the repair company that Samsung clearly had no solution and never would. The repair company and JL then gave Samsung a three week deadline to come up with a solution. When they failed they did then issue a returns number to JL and the TV was collected.

 

A convoluted, tedious process but it eventually succeeded. For the sake of your own sanity I wouldn't bother going back to Samsung. Your contract is with the retailer and they should do the liaising with Samsung. If you bought the TV on a credit card you could also instigate a claim with them for a refund.

 

To reiterate in case you get the runaround: there is no solution to this issue. Samsung inexplicably installed only 1GB of storage in this particular range (2018 NU series 7), when they put 3 or 4GB in all the others. The 2019 series 7 versions all have 4GB of storage.

 

There's no hardware solution: Samsung sent out technicians earlier this year to some users on this thread to swap out the main boards, which is where the storage is located. The technicians all reacted the same way when they saw the TVs, refusing to do the job because the spare board they had was identical to the one in the TV. There's therefore no available board for this range with more storage.

 

There's no software/firmware solution because you can't magic up space out of thin air. The Tizen operating system and the built-in apps consume all but around 100MB of the 1GB board, leaving virtually nothing. The built-in apps need around 125MB to update, unless you go through the tedious process of resetting the smart hub.

 

Good luck, and please keep us informed of your progress!

teeveestuff
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@Tony47 wrote:

@teeveestuff wrote:

I was about to go back to Samsung and/or John Lewis to start the process of getting it replaced but at the present time the problem does seem to be fixed. I've got AutoUpdate turned on for the apps but there doesn't seem to be any updates big enough to trigger the error.
Hmmm. Don't know what to do. As I've said, I do like the TV but I don't want to be stuck with it if the error starts happening again in July which will make it a year old. From everyone else's experience should there be a moment where the TV does try to update things and can't? How long should I leave it before contacting Samsung/John Lewis?

Hi, Samsung support remains remarkably clueless about this issue, and seemingly about their TVs in general.

 

USB:

 

1. The option to install apps to USB does not present itself until the internal drive is more or less full (within 1%). You can't choose to install to USB before this.

 

2. The apps that can be installed to USB are the third party apps, not the built-in ones, which must remain on the TV's internal drive, and their updates must be installed to that drive as well. That means that the issue is not resolved by using a USB drive. This simple fact is over the heads of every single Samsung support operative.

 

Error message: the recent reset of the smart hub will have reinstalled/updated the built-in apps, so that's why the message no longer appears. It will come back on the next auto-update in a month or so. As you now have zero space left on your internal drive the built-in apps have no chance of updating. You'll probably find that there's no chance of any more firmware updates either unless you do a factory reset.

 

I was with JL and they did refund my TV, although it took a while. They need a returns number from Samsung before taking action (this is against consumer law but that's how they're handling this issue).

 

The steps for me were to state clearly to JL that I wasn't going to accept the TV as it was not fit for purpose. They then put me in contact with a third party repair company. The repair company decided that there was no point in coming to my house and they contacted Samsung, who fed them the latest tissue of lies. The repair company told me what Samsung said, which I'd heard a hundred times before ("we're working on a fix which is imminent", "reset the smart hub", "install apps to USB").

 

I told the repair company that Samsung clearly had no solution and never would. The repair company and JL then gave Samsung a three week deadline to come up with a solution. When they failed they did then issue a returns number to JL and the TV was collected.

 

A convoluted, tedious process but it eventually succeeded. For the sake of your own sanity I wouldn't bother going back to Samsung. Your contract is with the retailer and they should do the liaising with Samsung. If you bought the TV on a credit card you could also instigate a claim with them for a refund.

 

To reiterate in case you get the runaround: there is no solution to this issue. Samsung inexplicably installed only 1GB of storage in this particular range (2018 NU series 7), when they put 3 or 4GB in all the others. The 2019 series 7 versions all have 4GB of storage.

 

There's no hardware solution: Samsung sent out technicians earlier this year to some users on this thread to swap out the main boards, which is where the storage is located. The technicians all reacted the same way when they saw the TVs, refusing to do the job because the spare board they had was identical to the one in the TV. There's therefore no available board for this range with more storage.

 

There's no software/firmware solution because you can't magic up space out of thin air. The Tizen operating system and the built-in apps consume all but around 100MB of the 1GB board, leaving virtually nothing. The built-in apps need around 125MB to update, unless you go through the tedious process of resetting the smart hub.

 

Good luck, and please keep us informed of your progress!


Thanks for the reply - that’s incredibly helpful. I think I’ll wait for the error message to recur on the next next update then get straight on to John Lewis with this info. I kept a copy of the transcript of the online chat I had with Samsung which shows they recognised a problem so that should hopefully help. 

IanS
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Here's an easy firmware fix.  Allow removal of built in apps (The manual is using 80mb!) Samsung should do this immediately via  a new fw release, if we even have space to install that!

 

Or fix via allowing internal apps to use external storage. Another possible firmware based fix. 

 

This is a joke from Samsung and isn't rocket science to fix. I won't be buying any more of their tvs after this. 

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Tony47
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Doing as you suggest would certainly help. However, it's not commercially viable for Samsung because having non-deletable built-in apps is a good revenue source for them.

 

Streaming service providers such as Netflix and Apple are effectively 'renting' space  on the Samsung platform, so the apps have to be securely installed on everyone's TV. If people could just delete them or move them the arrangement wouldn't work.

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bIOforger
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Yea but that point doesn't apply to the e-manual Tony as that's readily available online. That is the quickest and easiest option, allow the user to delete it, simple and will release some much needed space. Most apps bar games are tiny in size, whereas the e-manual is 80MB.

 

Talking of which since the last FW update, although i'm now down to 14MB free (at one point it was 0 :face-with-tears-of-joy: ) new apps are still being installed (Apple TV and recently the BT sport app) also any other apps that i've installed and existing apps ARE being updated, confirmed by checking the app's detail/version, (for example Plex was updated on the 21/5) despite the pesky out of space message. So maybe things are "fixed" as far as that is concerned.

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teeveestuff
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Yes, it's mysterious that all the apps are being updated quietly in the background despite the lack of space, mine are the same. When I turned on the TV this morning it said I had 0Mb free, everything was up to date but there was no error message. 10 minutes later, having done nothing other than watch the news on Sky I had another look and it said I had 8Mb free. WTF? 

Part of me wonders if it was the e-manual that Samsung were trying to update and it was that which was triggering the error due to its 80Mb size. Everything else can possibly still update with some hidden cache area which gets emptied every so often to free up just enough space, like my mysterious 8Mb this morning. Maybe now that the manual is up to date it's settled down again? Who knows. 

Anyway, I'm still trying to get the error message back as I can't really go back to Samsung or John Lewis until there's a recurrence of the problem... 😕

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JH33
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Spotify now able to be deleted.

 

Every little helps!

paul1277
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Send it back and get a tv that works

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JH33
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I was lucky enough to get a refund from Samsung when they asked to collect my TV to investigate the issue further. A colleague has the TV though so I've continued to update and monitor the forum with information I get from them in a bid to get the result from Samsung we're all after.

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westberg
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Hi,

About the subtitles issue I have it on my Q8 and I live in Sweden so I have subtitles on all the movies and series. I found out that you can change the colour on the subtitles in Netflix so they dont appear so aggresive. You can set it to a more grey colour. And you are right its only on the HDR-content. 

I also bought the Samsung-series with the storage issue to my mom, that why I am in this tread. I have been in contact with Samsung a couple of times here in Sweden and got the same bull**** about USB-stick and whatever. Now I will try my best with the dealer I bought the TV from.

paul1277
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@Intruder461 wrote:

Thanks for the info Tony. If I turn off the Auto Update will that stop if from updating the new firmware that is due OTA next week. But I guess eventually it will be a problem. The Firestick is certainly a no go for me and I do not see the point of having a TV if it’s not gonna function right and you cannot use the Tizen interface (which by the way I do prefer over LG’s interface). I was looking at the 49 inch LG SK8100 in John Lewis when I brought the Samsung I have now. I thought the picture was just as good but the remote and interface was not to my liking. It was also £50 cheaper than what it is now in JL, and they now want £549 for it which is £100 more than I paid for the 50 inch NU7400 I have.

 

A guy I came across on Youtube brought the 43 inch version of NU7400 6 months ago back in November and it was only last week that when he went to install another app that a box popped up saying there was not enough space left. So he is perhaps more like myself regarding how little apps he uses. So no doubt there is going to be some point where I am gonna have to get in touch with JL and change the TV. But because I am doing a lot of work on the house at the moment, and spending my money on that. I am hoping I have at least another couple of months before I have to, to give me more time to save up a few more pennies and get something else.

 

You are bang on regarding buying last years models and they have come down a lot just like the TV I have now. But they are also disappearing fast and I noticed JL are no longer selling the 55 inch NU8000 which would of been the TV I would of liked to have got. I know they still have the 49 inch NU8000 but that one did not grab me. So I may have to start looking at LG or other brands unless I can save up enough more to get the Samsung QE55Q7FN.


I think under consumer law you need to inform your retailers as soon as you are aware or know the tv is faulty.  By not doing so says you accept the tv with the faults. 

Intruder461
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I shall bear than in mind Paul and thanks....



 


 

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bIOforger
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@Tony47 wrote:

What a joke! They've actually shot themselves in the foot as we always said that a firmware update can't fix the issue despite what they say, which has now been proven.


Tony, dont forget to turn it off and back on again to properly complete the fw update process :face-with-tears-of-joy:

Tony47
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:face-with-stuck-out-tongue-and-winking-eye:
@bIOforger wrote:

@Tony47 wrote:

What a joke! They've actually shot themselves in the foot as we always said that a firmware update can't fix the issue despite what they say, which has now been proven.


Tony, dont forget to turn it off and back on again to properly complete the fw update process :face-with-tears-of-joy:


Ah yes, I'd forgotten that! I now have 10 terabytes of available storage. Brilliant! :ok-hand: :face-with-stuck-out-tongue-and-winking-eye:

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