Why Netflix is not working on your Samsung TV

In this article, we’ll help you to troubleshoot Netflix when it stops working on your Samsung TV.

The issue can occur when the app fails to load or gets stuck in error messages, leaving you unable to access the content.

While it is a common problem, there are various reasons behind it. For example, your internet could be slow, or your device could be incompatible with the new Netflix app.

Let’s look at each of these issues and their solutions.

1. You’re using an old Samsung TV model

One of the common reasons for Netflix not working on Samsung TV is streaming using outdated devices.

The Netflix app stopped supporting a few outdated Samsung TVs in August 2023. The affected Samsung Smart TVs are from the previous 2010 (D-Series) to 2011 (E-Series) models.

Samsung will not offer any software updates for these devices. If you have any of these models, consider purchasing a new TV to continue watching Netflix.

2. Your Netflix session has a glitch

When you have logged in to Netflix, a glitch can occur because of a temporary problem with the app. The issue can happen if the Netflix server is overloaded, undergoing maintenance, or experiencing technical difficulties.

You can fix this problem by closing the app and reopening it. The option will reset Netflix on Samsung TV.

Alternatively, sign out of the app and log back in. Here is what Netflix recommends on Samsung TVs:

  • Go to the Netflix home screen on your Samsung TV.
  • Go left to open the menu.
  • Go to the bottom of the menu, then go right and select Get Help.
  • Select Sign Out.
  • Sign back in.
  • Try Netflix again.
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However, if you notice that your Samsung TV has an error screen, try the following:

  • Select More Details.
  • Select Sign out or Reset.
  • Sign back in, then try launching Netflix again.

If you cannot find the options Get Help or Sign out, you can use the remote to sign out:

  • Press the buttons Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up in order.
  • A menu will appear.
  • Select Sign out, Reset, or Deactivate.

After signing out, sign in and see whether Netflix works.

3. Reset the Smart Hub

Another option when Netflix is not working on Samsung TV is to reset the Smart Hub on your Samsung TV.

Samsung Smart Hub
Resetting the Samsung Smart Hub can clear issues with Netflix and other apps. Image: Samsung

Resetting the Smart Hub can be necessary to address various issues because the process reverts all Smart Hub settings to their factory defaults and deletes information related to Samsung-linked service accounts, Smart Hub service agreements, and Smart Hub apps.

It also logs the user out of all apps and the Samsung Account. Resetting the Smart Hub will depend on the model you use.

For Samsung TV models after 2020:

  • Go to Settings
  • Select Support
  • Go to Service Care
  • Select Self Diagnosis
  • Select Reset Smart Hub.

For Samsung TV models before 2020:

  • Go to Settings
  • Select Support
  • Go to Self Diagnosis
  • Select Reset Smart Hub.
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If you need a PIN, the default PIN is 0000. Also, you may need to download the Netflix app again after the reset.

4. The Samsung TV software and Netflix app are outdated

You must first update the Samsung TV software and then update Netflix. For Samsung TV, here is what you should do:

  • Press the Home button and go to Settings.
  • Go to Support.
  • Select Software Update.
  • Click Update Now to start updating your TV.

After updating your Samsung TV software, update the Netflix app.

However, the best way is to reinstall the Netflix app on your Samsung TV, remove old data causing problems, and replace it with fresh data.

  • Press the Home button and go to Apps.
  • Go to Settings.
  • Navigate to the Netflix app.
  • Select Delete.
  • If Delete is greyed out, select Reinstall instead.
  • Otherwise, press the return button on your remote and select the Search icon.
  • Enter Netflix and install it.

You now have the latest OS and Netflix app that should make your streaming seamless.

5. Your internet is unstable

An unstable internet connection can explain why the Netflix app is not working on Samsung TVs.

The minimum speed required for streaming Netflix is 3 Mbps for standard definition video quality, 5 Mbps for HD quality, and 15 Mbps for Ultra HD or 4K quality.

You can use the Network Status tool on your Samsung TV to ensure it is connected to your network. Do the following:

Samsung TV Network settings
Samsung TV Network status tool
  • Press the Home button on your remote.
  • Go to Settings > General > Network > Network Status.
  • If your Samsung TV is not connected to the internet, try connecting to your network or restarting it.
  • Unplug your router, wait a few minutes, and then plug it back in.
  • Wait for your TV to connect.
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If the device does not reconnect to your network after the router restarts, try power-cycling your TV.

6. The HDMI cable has an issue

You are streaming a movie on Netflix and suddenly notice a black screen. The only problem is that you can hear the sound, but the screen is dark.

Samsung TV HDMI cable text
Samsung TV HDMI cable test

Generally, a black screen could be a sign your TV is turned off. But if it produces sound, then you know that is not the case.

When your TV has a black screen, even when it is on, the problem could require an easy fix or professional assistance. Always start by checking your HDMI cable to determine if it is the culprit.

Some Samsung TVs have an HDMI cable test. To perform the test, ensure the TV’s source is still on the HDMI setting for the cable you want to test. Then, find the Self Diagnosis in the Device Care menu:

  • Navigate to Settings, then Support.
  • Select Device Care > Self Diagnosis > Signal Information > HDMI Cable Test > Start Test.

If the test says the cable is bad, replace it.

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