Samsung forum: Smart hub not connecting to the internet

Worked one time and finished Netflix episode
Signed up for blockbuster on demand thing and now I can't access smart hub at all
Network connection works, even updated software....
No clue, nervous about returning as I already activated all my accounts.....

That Samsung server may be down.

Bob and Others,

While our severs have not been down, they have been having issues, but I understand the issue should be fixed shortly. For most users, the hard reset and power cycling is fixing the issue temporarily, and I understand that will be the permanent fix. You'll find directions for how to generally reset a Samsung device here:
http://www.samsung.com/us/support/supportOwnersHowToGuidePopup.do?howto_guide_seq=5402&prd_ia_cd=N0000071&map_seq=35276&rel_cont=Y

Wish I could be more definitive with a deadline for the end of the server issues, but I don't have one, so I'm not going to promise anything.

-- HD Tech

Online Brand Ambassador

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

For a consumer, they tend to call it down when it doesn't work. Even I ran into this today!

Hi mpad80439,

We faced exactly the same issue as you have reported and we have the same bluray model as yours. We tried talking to the tech support at Samsung did many times reset. But nothing worked. The only option left was ship the product to their service center. Haven't heard anything after that from the support center.

Hello Folks,
Same issue here with a UA46D6000 TV, not only did I discover that I needed to buy a wireless adapter to be able to use the "smart" facilities - the documentation (not) supplied is pathetic, I have had to resort to internet forums to trouble shoot my tv. I have updated firmware, tried wired and wireless connection, etc etc. The TV is connected to the network and that is as far as it goes.
The amount of people having issues with the "smart hub" should be a good indication to Samsung that something is wrong.
I like the tv, good picture and the 3d is awesome - but the rest is a bit sad.

Samsung in this forum has written about server issues. It's a shame that everyone does not call in and that would get the message across they have an area to work on.
Bob

Hi R. Profitt,
When I called in, the technical support person told me the website was down and that I just had to wait. There was no follow-up with my problem. Not good if you ask me. After three days, we did our own troubleshooting, which included a direct wired connection to the modem and restoring to default condition. We could not fix it and returned the product as defective since it was within 30 days of purchase. I share your sentiments that Samsung should be hearing that there is an area to work on here.

Their product was tied to a web server being up. After a few bruising incidents they figured out how to decouple the web server from the product's operation. In other words they developed an offline mode and more.

Only by the calls to the support and by actions like yours... and in my opiniion will the companies learn this lesson. Which is ... don't tightly couple your app centers to your servers.
Bob

mpad80439,

Based on my research, we suggest you exit Smart Hub, remove any discs from the player's tray, close the tray and with the unit powered on, press and hold the STOP button on your 5-6 seconds. This will reset the player. Once it's complete, initialize the player and reinstall Smart Hub (approx 2-5 mins). If Smart Hub does not launch, power off the player, then back on again. You may have to do this twice.

Also, we suggest you check for any firmware updates. Samsung's engineers are working hard to fix this issue in a future firmware update, but in the meantime, click MENU on the remote, navigate to SETUP and press ENTER to select it. Navigate to System Upgrade, press ENTER to select and apply any firmware updates. We recommend you check this at least once a month. The latest firmware update for this player was issued on 03/24/2012.

You can also find plenty of helpful info on your device via our product support page.

http://www.samsung.com/us/support/supportOwnersProduct.do?prd_mdl_name=BD-D5700

Thanks for your feedback and being a Samsung customer!

-- HD Tech

Online Brand Ambassador

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

Thanks so much for your reply. We will give it a try and let you know.

Hi Samsung_HD_Tech,
We continued to have problems and did some more troubleshooting. Even with a wired connection directly to the modem (ie no router), we could not get an Internet connection. We then tried to restore to factory fresh state. Still no go. We have returned the TV because it was broken and it was within 30 days of purchase. It is unfortunate that we were not able to obtain satisfactory technical support. Leaving the customer with the message that the website is down and you don't know when it will be back is definitely not the way to go, though.

Hi, I'm a Chinese user, I bought the Samsung 55'' UN55ES6100, I encountered the same issue that cannot open the web browser, the error code is 001 which is same with mapwu2's(attached).
I contacted the China local customer service, but they have no effective action so far, don't know whether mapwu2's issue was solved or not, can you share the action with me?


Regards,
Bain




Samsung told us "Scheduled Maintenance"
by mapwu2 - 4/26/12 12:05 AM
In Reply to: Smart hub not connecting to the internet by fchamat123

Hi,
We have a Smart TV (PN51E8000) that we purchased 3 weeks ago whose smart hub went down yesterday; no problems before then. I called Samsung support to troubleshoot the problem, and was told that their Smart Hub website went down for "scheduled maintenance" 30 hours ago. I was under the impression that the "scheduled" part of scheduled maintenance would allow them to alert customers. When I try to connect to Netflix or any other app, I get a message about my network being down, even though it is not, and an error code (error_model_bind) or (error_plan_001). I was told it will come back up in 24 to 48 hours. If it doesn't come back soon we'll return the TV.

I'm not even sure I understand why the hub has to connect to Netflix through their site, that seems like a fundamentally bad design for this very reason. In fact, we were able to watch Netflix on the TV through a connected computer, bypassing the (now) Not-So-Smart TV.
next unread