Solved: Netflix app refuses to open (Samsung Q6F)

nathanpower · ‎19-10-2018

Netflix app stopped opening a couple of days ago.

- When highlighted in the smart hub, no preview shows

- When enter pressed to open app, loading indicator appears for a moment and the smart hub re-opens

Have tried

- Smart hub reset

- Full reset

- Power cycle (at plug, and removing from back of TV)

- Reinstalling app

- Turning off `open last app' in settings

- Changing router DNS to Google (8.8.8.8)

- Restarting router

All other devices can stream netflix, and use router. All other apps on TV work fine

TV Details:

- Model code: QE55Q6FNA

- Software version: T-KTM2DEUC-1025.0, BT - S

New TV, very frustrating, please advise?

AB26 · ‎22-10-2018

Finally after many hours wasted the solution is to go to the samsung website https://www.samsung.com/hk_en/support/model/QA49Q6FNAJXZK/#downloads

which ever model you have, download and save the upgrade file version 1131.0 (or above), Unzip the compressed folder (you should see a file "upgrade.msd") and save to USB or external drive of enough capacity.

Then connect USB or external drive to your TV via USB port --> click on the TV settings --> Support --> Software update -->Update manually. Then it will detect and find the firmware file from the USB port and start to download it (you will see the upgrade progress on your screen), 30 seconds later, all are back in place and you can click on Netflix app and sign in again. Enjoy your shows.

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AntS · ‎22-10-2018

@nathanpower: There's a later software version (1153.3) available for download for your model here: https://www.samsung.com/uk/support/model/QE55Q6FNATXXU/. Can you install that and let us know how it goes?

Click here to see 'How to set up Emergency SOS on your Galaxy Smartphone'

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fatpaul · ‎22-10-2018

Thanks AB26!!

1. My QA55Q6FNAJXZK also have the upgrade.

2. Just go to https://www.samsung.com/hk_en/support/ and input your TV model and the according support page will come out for you to download the firmware.

3. it is a .exe file (compressed file). You need to download to your PC first. Then double click to run to decompress.

4. After decompress, you can find an "upgrade.msd" somewhere in the decompressed folder.

5. ***** You need to copy the "upgrade.msd" to the ROOT FOLDER of an USB drive.

6. Plug the according USB drive to your TV.

7. The TV can detect it and ask you whether you would like to browse the USB drive. You can IGNORE it (i.e. no need to browse the USB drive).

8. Go to setting -> Support -> Firmware upgrade. If there is no "Manual upgrade", you can just select "Upgrade Now". After 2 sec, the manual will tell you there is an USB drive plugged and whether you would like to upgrade from the USB drive. Select "Yes".

9. Let the TV to do the rest to do upgrade. It costs around 3~5min.

Done!! It's great!!!!!

There is really a problem: Really don't know why the TV cannot do the online upgrade to discover this updated version and do the upgrade over the air but need the user to manually download and upgrade it!!!!!?????

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fatpaul · ‎20-10-2018

My TV has the same problem!! There was no problem a couple of days ago. When I would like to watch Netflex yesterday, it cannot be opened. I tried to remove the app and re-install again. The app can be removed but cannot be re-installed. I reset the SmartHub and the App appear again but still cannot be run.

My one is QA55Q6FNAJXZK 4K TV

IvanYan · ‎20-10-2018

same problem here!

still can not fix it right now!

AB26 · ‎20-10-2018

Same issue with new samsung Q6A49, netflix and dailymotion apps, not able to load completely while youtube app works. Tried all the above DNS manual, reset smart apps, power off, firmware update etc..
Accessing using the TV internet browser give no result, video can t play either.

ChunkyBreed · ‎20-10-2018

I have exactly the same infuriating issue on my 2018 Q6F.

Beaucarghs · ‎21-10-2018

Same problem exactly here. New Q6F worked nicely with Netflix including 4K streaming when first set up last week, now failing to load. All other devices stream Netflix OK, all other apps on TV OK.

paul1111 · ‎21-10-2018

@Beaucarghs wrote:
Same problem exactly here. New Q6F worked nicely with Netflix including 4K streaming when first set up last week, now failing to load. All other devices stream Netflix OK, all other apps on TV OK.

It should work as advertised out of the box, and should keep working. If you have to start doing resets with a new telly then I would question whether the TV may have a fault. I would always say report a TV that starts behaving oddly to your retailer especially within the first 4 weeks. When you buy a premium telly the last thing you want to be doing is trying to fix it.

LeoFla · ‎21-10-2018

I have exact same problem with my NU7400. I have gone through countless threads and tried every suggestion to no avail.

I rang customer care and they were basically no help. They said they would send me out a flash drive with the newest software update for the tv. Don’t see how this will help as I have the newest software on it already as it’s a new tv.

Samsung moderators should have picked up on this by now. It seems like a very common problem from what I seen. If you are paying a premium price for a premium product you’d expect a better service.

Kiki2312 · ‎21-10-2018

Same problem here! Started a couple of days ago, nothing works! Very infuriating! My model is 2018 Q6F.

Mickalonius · ‎21-10-2018

I have a QE55Q7FNA and the same issue Netflix just stopped loading. I have tried unplugging and resetting TV but nothing seems to work, maybe related to a firmware upgrade? I am currently on 1025...

Netflix app refuses to open (Samsung Q6F)

3 Solutions