Experiencing issues with the 10 Play app on your Samsung TV can be frustrating, especially when you want to enjoy your favourite shows. You may encounter issues with 10 Play, such as the app not loading, freezing, or crashing.
When that happens, you must figure out the best solution to fix the problem and return to normal programming.
The reasons behind 10 Play malfunctions on Samsung TVs are multifaceted, ranging from simple connectivity issues to complex software incompatibilities. Here is a breakdown of potential culprits:
- Weak or unstable Wi-Fi signal.
- Slow internet speeds and ISP outages.
- Router malfunctions.
- Outdated firmware and app version.
- Corrupted cache or data and software glitches or bugs.
- Insufficient memory.
Server-side problems on 10 Play’s end are also another culprit.
What happens when 10 Play stops working on Samsung TVs?
When 10 Play malfunctions on your Samsung TV, you might encounter one or more of these issues:
- The 10 Play app icon appears, but clicking it results in a black screen, or nothing happens.
- The app opens briefly and then closes unexpectedly.
- Videos start but stall, displaying endless loading circles.
- Error messages like “Something Went Wrong,” “Not Available in Your Region,” or “Invalid Activation Code” appear.
- The app loads, but playback lacks audio or visuals.
- The app prompts for an activation code, but entering it at 10play.com.au/activate fails.
- On-demand content works, but live streams do not load (common on older models).
It is helpful to identify your specific issue because it will help you narrow down the cause and solution.
How to fix 10 Play is not working on Samsung TV
Depending on the primary cause of the problem, you can fix it using the following methods.
1. Confirm compatibility
Ensure your Samsung TV is a 2017 model or newer. Check the model number (e.g., UN55MU8000) on the back of the TV or in Settings > Support > About This TV. Pre-2017 models may need alternative solutions.
2. Verify location
10 Play is Australia-only. If you are outside Australia, use a VPN set to an Australian server (e.g., Sydney or Melbourne).
3. Restart your Samsung TV
A simple restart can fix temporary glitches by resetting the TV’s software environment.
- Turn on your TV.
- Press and hold the Power button on your remote for ten seconds until the Samsung logo appears.
- Wait for the TV to reboot (about 30 seconds).
- Open 10, Play, and test it.
You can also perform a hard reset without a remote by doing the following:
- Turn off the TV using the physical power button (usually under the screen).
- Unplug the TV from the power outlet.
- Wait 60 seconds to discharge residual power.
- Plug it back in, turn it on, and launch 10 Play.
Restarting clears minor software hiccups. If the app still does not work, move to the next step.
4. Verify your internet connection
A faulty network is a common reason streaming apps fail. Try the following:
- On your TV, go to Settings > General > Network > Network Status.
- Run the connection test. Check the speed (it should be 5+ Mbps for 10 Play).
- Alternatively, use a phone or laptop on the same Wi-Fi to run a speed test (e.g., speedtest.net).
- Next, unplug your modem and router for 30 seconds, then plug them back in. Wait 2-3 minutes for reconnection.
- Ensure your TV is within Wi-Fi range (no more than 10-15 meters from the router, unobstructed).
- Connect your TV to the router with an Ethernet cable for a stable connection.
- If using a VPN, turn it off or set it to an Australian server. For VPN options, check Settings > General > Network > Network Settings on the TV.
Retry 10 Play after stabilising your connection.
5. Update the 10 Play app and TV firmware
Outdated software is a frequent culprit that can stop 10 Play from working on your Samsung TV. Try the following:
- Update the 10 Play app by pressing your remote’s Home or Smart Hub button.
- Navigate to Apps.
- Highlight the 10 Play app, press and hold the Enter button, and select Update (if available).
- Wait for the update to complete, then re-launch the app.
To update the Samsung TV firmware, do the following:
- Go to Settings > Support > Software Update.
- Select Update Now. If greyed out, ensure your TV is online.
- Download and install any updates (this may take 10-20 minutes, depending on your internet speed).
- Restart the TV after updating and test 10 Play.
Ensure the app and firmware are current to maintain compatibility and bug fixes.
6. Clear the app cache
Corrupted cache data can cause apps to misbehave. The option is available on newer Samsung TVs (2019+).
- Press Home > Settings > Support > Device Care.
- Select Manage Storage.
- Highlight 10 Play, press the Down arrow, and choose View Details.
- Select Clear Cache and Clear Data (note: this logs you out, so have your login details ready).
- Re-launch 10 Play and sign in.
If your TV lacks this option (older models), the best solution is to reinstall the 10 Play app. Here is how:
- Go to Home > Apps > Settings (gear icon).
- Select 10 Play and choose Delete. If Delete is greyed out, it is a pre-installed app—select Reinstall instead.
- Return to Apps, search “10 Play” using the magnifying glass icon, and select Install.
- Open the app, sign in, and test playback.
Reinstallation often resolves persistent app-specific issues and removes corrupted files.
7. Reset the Smart Hub
The Smart Hub is Samsung’s app ecosystem. Resetting it restores default settings but logs you out of all apps.
- Go to Settings > Support > Service Care > Self Diagnosis > Reset Smart Hub (post-2020 models) or Settings > Support > Self Diagnosis > Reset Smart Hub (pre-2020).
- Enter the default PIN: 0000 (unless you have changed it).
- Wait for the reset (about ten minutes), then reinstall 10 Play via Apps.
- Sign in and test.
Resetting the Smart Hub is a last resort for software fixes, as it affects all apps.
8. Check for 10 Play server issues
If 10 Play’s servers are down, no local fix will work. You can check server issues by opening 10 Play on your phone or computer. If it fails there, too, it is likely a server issue.
Also, search X for “10 Play down” or visit Network 10’s official accounts for outage announcements. If there is a server issue, you must try again after fixing it.
9. Adjust DNS settings
DNS misconfiguration can block 10 Play. You can adjust DNS settings by doing the following:
- Go to Settings > General > Network > Network Status > IP Settings > DNS Setting.
- Select Enter Manually.
- Set DNS to Google’s public server: 8.8.8.8.
- Save and reconnect to the network.
- Test 10 Play.
The option will bypass potential ISP-related blocks.
10. Contact Support
If all else fails, you can start by contacting both Samsung and 10 Play support services. Visit samsung.com/au/support or call 1300 362 603 (Australia) with your TV model number.
You can also submit a ticket at helpdesk.tenplay.com.au, including your TV model and issue details.
Conclusion
When 10 Play stops working on your Samsung TV, it is a solvable problem with the right approach. You can start with the basics, whereby you restart your TV.
Alternatively, you can try a more advanced fix by adjusting DNS settings. For most users, updating software or reinstalling the app resolves the issue. If the TV is the issue, contact Samsung support.
But if 10 Play has a problem, raise a ticket at helpdesk.tenplay.com.au and explain your issue in detail.