BRAND NEW Samsung Smart TV Can't Connect to Samsung Server

[eoconnell0731]

I'm genuinely so confused. I just purchased the SAMSUNG 55-inch Class Crystal UHD 4K DU7200 Series HDR Smart TV, and it's apparently "Unable to connect to the Samsung server." I can't download any apps, as it says, "Smart Hub is being updated. Please try again later."

This is a BRAND NEW television, and my first ever Samsung Smart TV. How could I already be having problems? I've tried resetting the TV, the Hub, and my WiFi, but nothing fixes the issue. I'm beyond frustrated. What can I do?

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Customer to Customer Forum

Congratulations on your new television.

You mention that Smart Hub is being updated. That will stop other services from connecting / updating until it has finished.

Same with mobile phones. If you bought an S24 Ultra today there would be lots of updates to be done before the device can be used.

[eoconnell0731]

Hey! Thanks for replying. How long are the updates supposed to take? It's been hours since I turned on the TV and set it up. I even tried going to Device Care > Self Diagnosis > Reset Smart Hub, and it said everything was fine. However...

When I went to Device Care > Self Diagnosis > Smart Hub Connection Test, I got an error message that it's unable to complete the test. I've even tried updating the software. Is there something wrong with the TV or do I just need to wait a really long time? 

[Piper123]

You shouldn't have to wait a long time no. Interestingly we've had a similar thread a few minutes ago from another member with a similar issue.

Makes me wonder if the Smart Hub server is down perhaps?

Try again tomorrow and if no joy then contact Samsung Customer Services for advice

[JAMES4578]

May well be resolved now, whilst there cvan be issies with Samsung Server should not be down that long.

In this sitiation other ideas are 

 Try a soft reset by holding the power button in for around 5 seconds or until the logo appears.   If no effect unplug the Tv  for a few minutes and rebooting router  simultaneously by unplugging from mains (may have been performed in this case though)| Another idea is to change the DNS  to 8.8.8.8  and 8.8.4.4   (the Google servers).  Go to  Network-Network Settings-DNS Settings,  change from Automatic to Manual. 

See more here: https://www.broadbandgenie.co.uk/broadband/help/best-free-public-DNS-server 

[Nicolas Bucci]

Hello, I have the same exact problem, in my case though it's most likely caused by the fact the tv was purchased in a different region. If you find a solution to this I'd be grateful if you could let me know 

[eoconnell0731 · Accepted solution]

What worked for me was doing a factory reset on the TV:

1. Turn the TV on

2. Press and hold the TV power key on the TV for 5 seconds

3. Then, press and hold the power button on the remote control for 5 seconds

4. Wait about 30 seconds to a minute - the TV will power cycle and show the Samsung logo

5. Wait until the TV turns back on. It will be in reset mode.

6. Follow the steps to complete the initial setup.

Annoying, as we shouldn't have to factory reset a brand new TV, but this solved the problem!

[Nicolas Bucci]

Hello, thanks for this, I did not know this way of factory resetting. In my case, I'd need the tv to be set into a different region which does not appear in the initial list of countries. In my list of countries I see basically only Greece and Eastern Europe, I am currently residing outside of EU. A factory reset does not help 😞

[DanLeo4]

If your brand-new Samsung Smart TV can’t connect to the Samsung server, try restarting your router, checking for firmware updates, or using a wired connection. For a better live streaming experience, ensure your internet connection is stable and DNS settings are properly configured.