Answer Best answer as chosen by user d1sc1ple1176
Samsung is clearly aware there's an issue, but won't tell U
After two fourty-five minute sessions of diagnostics, during which I referenced this thread and asked repeatedly if the diagnostics were actually going to solve the problem, or if they were just a waste of my time, I wound up with them basically saying they know it's broken and have no immediate plans to fix it (the elipses indicate deleted lengths of chat nobody wants to read and I didn't want to write):
SAMSUNG Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Visitor: Hi, - I had actually chatted a day or so ago with another agent. My Blu Ray player's Netflix app no longer works. I'd also like to express my frustration that apparently this is a known issue at Samsung? I'm seeing it all over the internet.
Visitor: Yes, it doesn't work. It worked (jerkily) until you made the firmware upgrade last week and then a couple of days ago I was able to load it, search movies, but nothing would play.
SAMSUNG I would like to confirm, did you try deactivating the netflix?
Visitor: OK - so, can you give me assurances that going through this trouble is actually going to do something and not waste my time?
SAMSUNG We need to perform all possible troubleshooting instructions to fix the issue.
Visitor: If it's a known firmware issue, then we don't actually need to perform all troubleshooting instructions. They just waste my time. Can you confirm with someone who knows whether or not these steps will actually do anything?v Frankly, if doing all the other resets and taking nearly an hour out of my day the other day didn't work, I don't have a lot of faith that this step will do anything but make things worse.
SAMSUNG Yes, some of our customers are having issue with the netflix and fixed by resetting and deactivating the netflix from player.
Visitor: OK, let's hope that works then...I will try it. Reinstalling. (PS. If this is the step that works, why was I asked to reset everything else before?)
SAMSUNG We need to reset the player to factory settings and we need to reset the smart hub ID and deactivating the netflix. If the issue persists I will forward the issue to appropriate department.
Visitor: I did all of that, we are now checking to see if it works...doesn't look hopeful...Nope, same error
SAMSUNG: Did you try below instructions:
Open netflix,then you need to press up, up, down, down, left, right, left, right, up, up, up, up. on the Samsung remote control and this will deactivate the current netflix account.
Visitor: ARE YOU KIDDING?
Visitor: Please "forward the issue to the appropriate department" immediately. Thank you.
SAMSUNG When did problem start?
Visitor: We first noticed it on Thursday of last week, but it's possible we had not used the player on Wednesday (the firmware upgrade was Tuesday evening.)
Visitor: Here is some documentation that many Samsung users are having the same problem: http://forums.cnet.com/7723-13973_102-547991/samsung-blu-ray-cannot-stream-netflix/
SAMSUNG: If it was not happening before what event happened to change this? (EX: firmware update, addition of equipment, ISP change, New network equipment, etc)
Visitor: FIRMWARE UPGRADE
SAMSUNG: I will forward the issue to appropriate department.
Visitor: Thank you. When and how will I hear how to resolve the issue?
SAMSUNG: Our engineers will release the new firmware to fix the issue.
Visitor: And how will I know this happened?
SAMSUNG: Once the firmware is released it will be available on our download center.
Visitor: I repeat, how will I know this has happened? Are you telling me I need to repeatedly check the download center?
SAMSUNG: I am sorry for the inconvenience.Unfortunately there is no update available at this time for your player nor is there an estimated date of one being released.
SAMSUNG: I really apologize for the inconvenience. As you have tried all possible troubleshooting instructions after that I need to forward the issue with the complete information. This is the policy we need to follow for the Netflix issue
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