This information is provided to help with issues signing in or accessing video streaming services such as Netflix® and YouTube™ apps.
Before you start
- If the message Feature not available or Service cannot be accessed at this time is displayed, the service may be temporarily down. Wait for a few minutes before trying again.
- If you're having trouble signing into certain streaming apps like Youtube or Netflix, first check the information on their support page, and if that doesn't help, continue with the troubleshooting steps.
- Try other content to see if the issue is specific to the content you are watching or if the issue occurs with other content or streaming services.
- If the issue occurs only on a specific app and isn't resolved by the steps provided, we recommend contacting the app service provider.
Troubleshooting steps
Regardless of your TV type, there are a few things that you can check first. If model-specific information is needed, refer to your product
manuals
. Check if the issue is resolved after completing each step.
- Power reset your modem/router.
Internet connection issues are often resolved after performing a power reset. If you have a separate modem and router, power reset both devices
- Unplug the power cable to your modem/router and wait about 60 seconds.
- Reconnect the power cable to your modem/router and make sure it's turned on.
- Wait until the device is finished making the connection to the internet and your network.
- Check if the issue is resolved.
- Check signal strength and possible interference
When using Wi-Fi®, the distance of the router to your device is another factor to consider. To maximize your viewing experience when streaming video or listening from an audio app, make sure that the router is placed near your device. They shouldn't be more than 25 feet away from each other. If possible, install both devices in a location without walls in between them. Other wireless devices such as Bluetooth® speakers, wireless phones, microwave ovens, and devices sending a radio frequency may also cause poor signal strength.
- Some routers have a Wi-Fi® Multi Media (WMM) setting. If using a wireless connection, leaving this setting on should allow your router to provide improved video and voice performance over your network. Check your router documents or contact the manufacturer for details.
For additional information and suggestions, review the tips to maximize network and internet performance in your home.
Optional steps
Streaming issues are often either a temporary condition with the streaming service or an issue with your network connection and internet. These options may help determine if your issue is related to your current ISP (internet service provider) and network conditions.
-
DNS server change
Occasionally your ISP may experience heavy internet traffic or other conditions that impact your performance. If you're comfortable making changes to the network settings on your TV, try changing your TV settings to use the Google™ Public DNS (primary DNS server 8.8.8.8 and secondary DNS 8.8.4.4) in the network settings menu of your TV. Changing your settings from using the DNS server of your ISP to the Google Public DNS may improve your network performance, depending on your ISP.
Note: The steps to change the network settings of your TV may vary depending on the model. Check your product
manuals
for model-specific information.
-
Android TV™ models
- On the supplied remote control, press the
(Quick Settings) or HOME button (depending on the model). - Select
Settings. - The following steps depend on your TV menu options:
- Select Network & Internet.
- Select Network → Network setup → Expert.
- Select Network Status to view and note the current IP address, Default Gateway, and Subnet Mask for future reference.
- Press the Back button to return to the previous menu.
- Select IP settings.
- Select Static.
- Enter the IP information as needed:
- IP address: The IP address should be already filled in, navigate to and then select the enter/return button from the on-screen keyboard.
- Gateway: The default Gateway should be already filled in, select the enter/return button from the on-screen keyboard.
- Network prefix length: If this setting is listed, in most cases, 24 is appropriate. Select the enter/return button from the on-screen keyboard.
- DNS 1 (primary DNS): Ensure IP address 8.8.8.8 is entered, and then select the enter/return button from the on-screen keyboard.
- DNS 2 (secondary DNS): Ensure IP address 8.8.4.4 is entered, and then select the enter/return button from the on-screen keyboard.
- After the settings are saved, press the Back button on your TV remote to return to the previous menu and then exit the settings menu.
- Restart your TV and test the apps again.
-
Other TV models
For details, check the information for Other TV models in the article to manually set the IP address. After making the changes, restart your TV and test the apps again.
-
Hotspot
If you're comfortable making Wi-Fi® changes to the network settings of your TV and you're familiar with using a hotspot and have a capable device, you can set up your hotspot and then change the Wi-Fi connection for your TV from your current network to the hotspot connection you created for testing. If your issue is resolved using a hotspot, then the issue is with your network, not your TV. Check your product
manuals
for model-specific information to change your Wi-Fi settings.
Contact your ISP if you believe your internet speed and network are not performing as specified.
Additional troubleshooting
If the issue still occurs, select your TV type below for additional troubleshooting instructions. Check to see if the issue has been resolved after completing each step.
Android TV™ and Google TV™ models
-
Perform a power reset or restart of the TV.
-
Set the Automatic date & time setting to On, Use the broadcast time, or Use network time.
- On the supplied remote control, press the HOME button.
- Select the Settings icon.
- Follow the steps according to your TV menu:
- Select Device Preferences → Date & time → Automatic date & time → and set it to ON.
- Select Date & Time → Automatic date & time → and set it to ON.
- Select Device Preferences → Date & time → Automatic date & time → set to Use broadcast time or Use network time.
- Select Date & time → Automatic date & time → set to Use broadcast time or Use network time.
- Perform a network diagnosis to check the condition of the network.
- If the results are anything other than OK, reconfigure the network settings and perform the network diagnosis again.
-
Clear the cache and data of the streaming app.
- On the supplied remote control, press the HOME button.
- Select the Settings icon.
- Follow the steps according to your TV menu:
- Select Apps → See all apps → Show system apps.
- Select Apps.
- Under System apps, select your preferred app.
- Select Clear cache, then select OK.
- If the issue still occurs, move on to the next step.
- Select Clear data, then select OK.
- If displayed, select CLEAR ALL DATA, and then OK.
-
If Netflix is frozen or won't start, perform a Force stop in Netflix settings.
- On the supplied remote control, press the HOME button.
- Select Netflix from the list of Apps, and then press and hold the ENTER button.
- Select Info → Force stop → OK.
- Select Open from the same list, and then press the ENTER button.
- If the streaming app has an account login, sign out of it and then sign back in again.
- Make sure the TV has the latest software version.
- Reset the TV to the original factory settings.
If the issue still occurs, contact the streaming service provider.
Other LCD / LED TV models
- Check if the error message appears when accessing a different online video service or content.
- If the error only occurs when trying to access one particular service, that service may be temporarily down. In these rare cases, try again at a later time.
- If a specific error message appears, check the article for An error message appears when I access, or update apps on my TV for troubleshooting steps specific to that error message.
- Perform a network diagnosis to check the condition of the network.
- If the results are anything other than OK, reconfigure the network settings and perform the network diagnosis again.
-
Refresh internet content.
Depending on your TV, you may need to perform the Refresh Internet Content or Update List steps:
The list of applications may change after an update to your device. You may also need to update or refresh the list of applications if it's been a while since you used the internet features on your device.
- Steps to Refresh Internet Content.
- On the supplied remote control, press the HOME button.
- Select Settings.
- Select either Setup or Network.
- Select Refresh Internet Content.
- Steps to Update List.
- On the supplied remote control, press the HOME button.
- Select the VIDEO icon.
- Press the OPTIONS button.
- Select Update List.
- If the streaming app has an account login, sign out of it and then sign back in again.
-
Perform a power reset on the TV.
- Turn off the TV.
- Unplug the power cord for about one minute.
- Plug the power cord back in.
- Turn on the TV.
- Make sure the TV has the latest software version.
- Reset the TV to the original factory settings.
If the issue still occurs, contact the streaming service provider.
