Samsung forum: Blue Ray BD-c6500 - Netflix trouble !

Watched Netflix on first day I signed up. Went to use it the next day and repeatedly received the message: Not connected to the Internet. Please check your connection and try again. <Exit>
Everything else worked (apps), like mentioned by samsungbduser.
Tried unplugging everything. Didn't work.
Don't understand how it worked one day, and the next it does not.

I have not found a fix or solution, but also hope to find one.

-J

I had the same problem occur today as well. My kids were watching a movie this morning and this afternoon it has given me the same message "Not connected to the Internet. Please check your connection and try again. <Exit>". Pandora and VUDU all work fine & the network test comes out ok as well. I would love to know a fix as well.

My firmware is 1020.1

-MB

Just for anyone tracking this... I did the factory reset as suggested. System went through all the downloads and updates again... Took around 20 mins. Netflix worked fine after that. I don't know if this will end up being temporary fix or not. It would be overly bothersome to have to do factory resets every time you want to view Netflix, so I'm hoping this is just a glitch.
Again, the factory reset method worked so far.
-J

yeah no luck here either. Mine connects to the Internet, but fails when 'getting titles'. We usually have Samsung_HD tracking this forum - I guess they are missing from this thread because they dont have a solution. This sucks !

The good news is its a free market. Netflix isn't the only service around - Samsung isn't the only streaming option. There's the new Amazon Prime, Vudu, iTunes etc etc., and the with new iPad you can mirror the tablet on the TV in HD !

People looking at buying products look around for reviews, and when threads like these show up in search, they reconsider buying decisions. There wont be too many suckers after us !

The following will probably be pretty long, and I don't know if it will copy correctly or be easy to read... but I thought I'd try to share what the live Samsung tech fellows sent me via a link:


Netflix Movie Does Stream, But Playback Is Slow
Since your Blu-ray, Router, and Modem are able to stream Neflix, we know all components
are connected and working. However, if playback is slow or your video quality is poor this
can be caused by several different factors such as:
? Bandwidth fluctuations
? Router settings and firmware
? Signal Strength (Router)/ Distance
Bandwidth Fluctuations
Bandwidth refers to the rate at which traffic is carried by your network. The video quality
of the movies and TV programs you stream vary based on your actual internet connection
speed. For example, in order to stream HD titles from Netflix a high speed internet
connection, typically 5 Mbps or higher, is required. DVD quality streams require at least 2.4
Mbps.
You can diagnose your internet speed by performing a speed test, however, keep in mind
that a momentary test of bandwidth does not indicate bandwidth availability throughout a
full length movie. Bandwidth can fluctuate for several different reasons including:
? Downloading music, streaming media, and online game playing can reduce the
amount of bandwidth available for streaming a Netflix movie or series. Doing all or
any of these while trying to watch a movie will reduce the amount of available
bandwidth.
? Additional usage on the ISP network may affect your bandwidth availability
(especially in cable broadband networks, as residences in the same neighborhood
share ISP bandwidth), so as more of your neighbors go online, the amount of
available bandwidth goes down.
? Satellite ISP's may enforce more stringent 'fair use' policies than other ISP's so you
may experience more drops in bandwidth. Meaning that the Satellite provider equally
divides the amount of available bandwidth to you and other users as demand
increases.
To perform a speed test click here, your browser will be redirected to McAffee website.
Make sure you have no other connections using bandwidth at the time of the test for
accuracy. Also perform the test at different times of the day and week to get a better idea
of the amount of bandwidth available. Stop any of the following online activities before
performing your test:
? Online gaming
? Using any P2P (Peer to Peer) or file sharing software like Kazaa
? Using any social networking sites like Facebook
SAMSUNG's Digital World - Support Page 1 of 4
http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=15435... 3/10/2011
Remember, speed tests may show a momentary test of bandwidth and are used as a
general tool in understanding bandwidth availability. For example, you may see an increase
in your internet speed at later times such as 2-3am, when the average internet traffic is
the lightest and your local loop is not over burdened.
Contact your ISP (Internet Service Provider) that provides your DSL, Cable, or other
broadband network service and ask what speed you should be receiving under your current
plan, and whether you are actually receiving that speed. Some providers can provide a
signal boost at the source if you're not receiving the speed that you should.
Router Settings And Firmware Updates
Settings
Most routers have settings for Transmit rate and QoS (Quality of Service). Transmit Rate
lets the router work at a specific speed for wireless transmissions and should be set to
AUTO. QoS refers to the different priorities you can set, so that a certain level of
performance is obtained. For example, you can set the priority to a streaming device as
higher than you would for a Blue-tooth device, printer, portable, etc.
Each router manufacturer has a unique configuration tool, along with documentation and
instructions for configuring your network. To enter the configuration tool, you must open
your web browser and enter the router's IP address in the address bar. You will need to
know the user name and password to enter your routers configuration page. The default
username and password varies by manufacturer, often the username is left blank and the
password is admin, or vice versa. Check the bottom of the router for default settings or
check the documentation that came with the router.
Due to the multiple router manufacturers, router configuration, and liability we can only
provide general information, however, here is a list of popular router manufacturer sites
that offer technical support. If your routers manufacturer is not listed here, please perform
a search using your favorite search engine. Clicking any of the links below will redirect your
browser to the site selected.
? Belkin: 192.168.2.1 Belkin: Technical Support
? D-Link: 192.168.0.1 D-Link: Technical Support
? Linksys: 192.168.1.1 Linksys: Technical Support
? Netgear: 192.168.0.1 Netgear: Technical Support
Firmware Updates
If performance from you router seems sluggish, freezes intermittently, or drops
connections, it may require a firmware upgrade. Firmware upgrades are free downloads
provided by the router manufacturers, to implement network and security protocols, apply
a fix, increase network connectivity, etc.
To find out if a firmware upgrade is available for your router, visit the manufacturer's web
site and follow the instructions exactly as provided by that manufacturer.
Warning: Firmware upgrades are model specific, you may cause your router to stop
working if you apply it incorrectly, or for the wrong model. For these reasons, we cannot
provide further instructions, nor can Samsung be held liable for issues resulting from a
router firmware upgrade.
SAMSUNG's Digital World - Support Page 2 of 4
http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=15435... 3/10/2011
Signal Strength (Router)/ Distance
There is no way to know the exact range of your wireless network, and performance varies
depending on wireless network hardware, physical barriers or signal interference from other
radio devices.
Distance
Wireless devices have limitations when it comes to their range. For devices running on 2.4
GHz, the range can be as far as 100-150 feet. If your wireless network is above its range,
consider relocating the device. Distance is directly related to signal strength. The further
you are from your router, the weaker the signal strength.
Physical Obstructions
Wireless routers are affected by obstructions that may lead to weak signal strength. Signals
can be affected by obstructions such as cabinets, mirrors, metal or glass objects, and thick
walls or ceilings. Every obstacle placed between a wireless router and a wireless device will
create signal loss. If you have any of these objects between your wireless router and
wireless device, consider relocating your wireless router to get around the obstruction and
make sure the antenna(s) are pointing towards the BD Player.
Wireless Interference
Neighboring wireless networks or any appliance that operates on the same frequency as
your wireless device (ex. 2.4 GHz) may cause interference and may affect your wireless
connection and signal.
Common sources of interference are:
? Neighboring wireless networks
? Microwave ovens
? 2.4 GHz cordless telephones
? Bluetooth devices
? Wireless baby monitors
Try changing the channel as this may eliminate interference affecting only one channel.
Preferred channels to use are 1, 6 and 11 since they're considered non-overlapping
channels.
Due to the multiple router manufacturers, router configuration, and liability we can only
provide general information, however, here is a list of popular router manufacturer sites
that offer technical support. If your routers manufacturer is not listed here, please perform
a search using your favorite search engine. Clicking any of the links below will redirect your
browser to the site selected.
? Belkin: 192.168.2.1 Belkin: Technical Support
? D-Link: 192.168.0.1 D-Link: Technical Support
? Linksys: 192.168.1.1 Linksys: Technical Support
SAMSUNG's Digital World - Support Page 3 of 4
http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=15435... 3/10/2011
? Netgear: 192.168.0.1 Netgear: Technical Support
Service Feedback

OK so after 20 mins searching the interweb and not finding any clear answers - I figured I'll run the Network Status again... it said now I'm connected! I go to Internet@TV... it starts to download and CRASH - stops middle of downloading any apps. So I go check the Network Status and now I'm disconnected.

Same problem as everyone else. C6500 with firmware 1020.1 now won't connect to Netflix after months of functional use.

I tried the hard reset option above and now it is giving me errors in setting up my wireless - it has a problem with the default gateway - worked fine when set it up originally and I have the same router and network.

It is disappointing that this has been an issue for almost a month now with no official response from Samsung with a resolution. Netflix was probably the main reason for everyone to purchase this model over others and Samsung is not able to make good on its device offerings as far as I am concerned this is falling under the 'lemon' designation.

Additionally, while setting up the router password I was extremely!!!! frustrated with the interface. People haven't accepted a plain numbe rpad to text on for quite a few years, demanding full keyboards and Samsung has the whole expanse of the TV screen to work with rather than a tiny phone so why resort to the horribly inefficient and time consuming method of number pad entry for network passwords which are long and involved. It literally took me over ten minutes just to enter in those 22 characters. Whatever moron came up with that design should be demoted and whoever manages that employee and OKed that feature should be fired because they are incompetent at producing a god product.

My Sony internet TV doesn't have any of these problems ....

If anyone this tracking this thread...

I had interference with a new baby monitor I bought. (Levana LVTW301)
http://www.amazon.com/Levana-ClearVu-Digital-Changing-LV-TW301/dp/B004CJ9D44/ref=sr_1_14?s=baby-products&ie=UTF8&qid=1301866310&sr=1-14

If I turn the video monitor off, I'm able to connect to the wireless network.
It took me awhile to figure this out but I'm not as mad as I was earlier.

Probably not the case for everyone but check any other devices that transmit/receive.

In my experience with a BD-C5500 samsung player.

- Suddenly Netflix didn't work.
- All other apps on the blu-ray player work
- PC could connect to and stream netflix.

Netflix app would give message "not connected to internet".

The error in my case was a decryption error when returning data from moviecontrol.netflix.com. I have provided a copy of the packet capture on the router to Netflix so that they can provide their error messages.

Lowering the MTU setting on my router to 1492 corrected the problem. (default on my router was 1500), Netflix Canada was informed of this solution on May 4th 2011.
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I have very same or similar issues. One minute my player will access Netflix the next time it wont. "not connected to internet error" or not able to access netflix , or hangs on getting titles, I have the latest firmware but still have same issue. I have reset the unit more than 20 times since i have upgraded the firmware over 4 months ago and I am getting more pissed by the minute. I have talked to samsung support and TIER 1 cannot do anything all they do is suggest i contact TIER 2,

NO!! HOW ABOUT SAMSUNG FIX THE ISSUE AND let us download the new firmware fix. because what is TIER 2 going to be able to do? nothing.. but to ask me to reset the unit yet again..

Pressing and holding the STOP button will tell you its going to reset , you have to go thru the setup process again..
HOW ANNOYING is that over 20 times!!

F>U> ScamSung! FIX THE P.O.S already!!!!!!!!!!!!

yes, i have adjusted MTU, several times, i am currently at 1444 and its making everything else worse, slowing everything else down. I would normally agree to that concept, however, every single time I reset the unit it works fine., there is something wrong with my unit. Hell even trying to play DVD's has issues, until i hard reset it.. then everything works great for a while. I am just as upset with this as most are.. I can tell you this, when i pulled it out of the box, with the older firmware, 2 levels back, didnt have this kind of problem. other than some wireless settings not being saved all the time, but netflix, vudu, pandora worked flawlessly back then.

@flaviss,


No problem. I hope this is more clear.

Background:
The MTU (Maximum Transmission Unit) determines how much data are in an internet packet. Too much data and the packet gets fragmented. Communication between the Blu-ray player and Netflix is encrypted. If the encrypted packet is fragmented, it cannot be reassembled. This is a security feature in how encryption works. The assumption is that someone has tried to tamper with the data.


Basic Instructions on changing MTU in a router
While I can't give step by step for every router here on are
couple of links that I found will the following search on Google: "adjust MTU on router"


- DLink Routers: http://www.speedguide.net/faq_in_q.php?qid=199
- Linksys Routers: http://www.speedguide.net/faq_in_q.php?qid=198

Other Routers: use a search engine and search for:
adjust MTU on insert your router name/model

Apple Airport Express or Extreme routers: If you use these as
your router, you cannot change the MTU setting on the router, from my reading
at least. If you have a friend with a different router see if you can borrow it
to test if MTU is an issue for you. Alternatively, you should call Samsung for
advice. Samsung may need to provide an option in the Blu-ray firmware to adjust
MTU in future firmware.

Router User Name and Passwords
If you do not know your router username/password for your router you can
consult the manual for the defaults or visit http://www.speedguide.net/broadband.php


How to determining the appropriate MTU value
There are two methods of determining the appropriate packet size.
- Guessing: Pick values between 1410ish and 1500.
- Ping Tests (more accurate): http://www.dslreports.com/faq/5793
it is a long read, but has step-by-step instructions and pictures.

What I did
- I lowered my MTU to 1410 (if memory serves) and then tested the Netflix
application on my Blu-ray. It worked.
- I reset my MTU to the original value. Netflix stopped working.
- Then I repeatedly increased the value from 1410 and tested until I got
to a value where Netflix stopped
- I set my router to the last working value


Testing Netflix
Each time you adjust the MTU value on the router you need to test Netflix.
You should not need to reboot the DVD player each time. Just
exit Netflix and start the Netflix application each time.


Summary
This worked for me; it did not work for mperu99.

It is worth a try and a break from calling Tech Support again.

@flaviss and anyone else reading this: I hope this is clearer and
more helpful. If you try this and it works (or does not), please take a minute to post
back so others know.


Have a great day,
Bruce.

Netflix writes and maintains that app so back to Netflix. It's a shame this item fails for some but not all. It would be easier for everyone if it did outright fail.

Be sure to call it in and if you call Samsung be sure to get your transaction number and tell them what you want.

I fear this area may be the undoing of the internet access on appliances. Folk want appliances to just work but here we have a system with parts from Samsung, Netflix, your ISP, a modem and a router then all the configuration that not one of those parties will do for you.
Bob

Over in the CNET Networking Forum I created a post to collect ideas just for Samsung owners. While I don't see any more problems with Samsung in the real world, CNET has a Samsung forum so it was appropriate to collect those tips there.

One of the best things we have is to change the security up to WPA2 AES with the router defaults as well as using another DNS.

HOWEVER this is why I fear folk will not like internet on TV. Too much fiddling.
Bob

michellealfa,

Have you tried resetting the player back to factory defaults? I notice a few people here have mentioned that it worked, and then it just stopped working.

With the player powered on, and the disc tray empty, press and hold the STOP button until the unit resets. Then reconnect to Netflix and see if that helps.

This advice will probably not help somebody who has not gotten it to work before, but if it just stopped working, this may be one way to go about fixing the problem with the Netflix app.

--HDTech

Online Brand Ambassador

- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET