Samsung forum: Smart Hub always says installing

I've got the same issue as well. If I simply wanted to watch blu-rays I wouldn't have spent $150 in this one (there are players much cheaper in the market).

When are you guys going to fix it? I'm seriously considering returning my player.

Ok. It took too long for me... I just returned my Blu-Ray player and got an LG instead... Watched Netflix over the weekend. Wish all the luck to the others...

I have this same issue - the answer seems to be samsung is trying to figure it out? And the interim what do we do?

I followed the instructions pertaining to resetting the smart hub. Unfortunately, the samrt hub "icon" doesn't show-up on the TV screen. What should I do?

rajinak,

I'm very sorry for your inconvenience. What all have you tried so far?

-- HD Tech

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First I tried the downlaod, then checked my internet / router connection, then unplugged the blu ray, then printed the directions re the smart hub - but I don't see the smart hub icon anywhere on the screen nor in the settings.

rajinak,

OK, that's odd. It should be right there between 'My Contents' and 'Settings'. Try pressing the Smart Hub button on the remote just to the right.

By the way, this is it the very same model, correct? BD-E5700-ZA (US Model)?

-- HD Tech

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I'm using a Samsung BD-D6500, and it's persisted through the whole month. Based on this board, I tried a reset of smarthub, but ran into the same problem. Is it safe to assume the problem is common to other Samsung blu-ray players like mine?

hurstmatte,

I'm sorry for the difficulty you're facing. There are three levels of resets for these Blu-ray players: the Smart Hub reset, the system reset, and the hard reset. So since the highest level reset (Smart Hub) doesn't work, go down one level, the system reset: http://www.samsung.com/us/support/SupportOwnersFAQPopup.do?faq_id=FAQ00045734&fm_seq=48443

Hope that helps!

-- HD Tech

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Thanks for the link (and your help). Unfortunately the system reset did not work, so I'm wondering if you can share a link to the hard reset instructions as well?
Hopefully this chain creates a troubleshooting guide that other blu-ray owners can use in fixing the SmartHub Install problems.

hurstmatte,

My pleasure. I can certainly share the hard reset guide with you: http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=391149

Also, the root guide for all reset types is here: http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=391143

Have a good day!

-- HD Tech

Online Brand Ambassador

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Smart Hub does not load, as I mentioned it immediately opens the "installing" screen. When I used the live chat with Samsung, the operator blamed the problem on my ISP. For future reference, your company should not be so quick to blame the ISP. I did a full reset of the entire blu-ray player, per the instructions on your website. Then reloaded Smart Hub, updated it, and reloaded all of my apps. The problem was clearly with the update process and not my ISP, as a reset of the player resulted in Smart Hub working again.

Hopefully, the next time a Smart Hub update is required, it will not result in me having to reset the entire player again. Also, Comcast was of no help as they charge for customer service related to this device.

GozaJ,

Actually, that total system reset was going to be next recommendation, because it wasn't clear where you were stuck. But I didn't want to go to point yet and put you through all the trouble of re-configuring the system if a lower level reset would have had a similar resolution.

And I'm sorry the agent on the phone blamed your ISP. Sometimes they are related to the problem, but clearly there were a few more steps you could have gone through.

So from what I read above, it's all fine now, correct? If not, post back here.

Have a great day!

-- HD Tech

Online Brand Ambassador

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

So my fix worked for about 2 days and it is back to the exact same issue. Is this a usual occurrence? If I return this blu ray player for another one of the same model, will I experience the same issue? I have never had a Samsung product this unreliable and I am seriously disappointed.

Gozaj,

I talked with our product specialist, and she told me that your reset was the correct solution. Unfortunately, our server has been timing out, but I understand the issue should be fixed shortly. So she said to do another reset.

I am sorry for your problem, and I've passed on your disappointment to the appropriate people.

Keep me apprised of your situation.

-- HD Tech

Online Brand Ambassador

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

I took the BD-E700 back to Best Buy and got the BD-E5900 after talking to a specialist in the store. I have no issues connecting to Smart Hub now and it looks completely different than the software running on the 5700. Don't have a 3D TV but there was only a $20 difference between the two models. No more issues with updates.

Returns upset the chain and help correct the problems. Manufacturers hate this action but it's the best way to send the message.
Bob

I just noticed this issue start happening this week. I have run no firmware updates, Smart Hub updates, or even added / removed any apps. I have tried reseting Smart Hub, and this had no effect either. Please fix this.

Regards,
Paul

I tried hard reset, but I cannot get get any of the app launch on my blu ray. When I launch smart hub, it takes me to the screen of pre terms and condition and stays there. Any tips will be appreciated.

I am having this problem too. Can't use Netflix or Pandora for about a week now.

Having the same issue. Smart hub running on BD D5700 constantly stuck on installing screen. Tried full reset didn't do any good. Was planning on calling Samsung tech support but after reading previous posts doesn't look that will help me much. Not sure where to go from here...

try today....

I started it this morning and it worked. So random. :/

I have the same BD Player the BD5700 and since the day I received it on May the 5th I have had NOTHING but problems. I have been on the phone with the Techs at Samsung at least 7 or 8 times. I have cold reset the unit at least 3 times. This works for a day or two at best and then reverts back to Setup/Downloading and then just hangs on the "installing" forever.......I bought this player to connect wireless to watch my out of market Baseball Team and for Netflix. I am paying 24.00 a month to MLBTV and 7.99 a month to netflix and for what? The smart hub should be called dumb hub because its down more than it works. This is my first piece of Samsung equipment and I can tell you that it will be my last for sure. I had the choice (for MLB.TV compatability) between the Samsung or the LG. I think I made a big mistake and wasted 120 bucks on this unit. I keep asking the Techs if I can send it in for repair or replacement but they say "they are working on the issue". I have given them my MAC address and said it should be fixed in 24 to 48rs. Well that first 48 hours was over 48 hours ago. Is this issue really being worked on? Why are so many having problems connecting to the Smart Hub server? Once the Hub Stops working and then a day or two later starts working again it's lost all the information to my Baseball and Netflix accounts so that has to be reset every single time......This is just so very frustrating.

I have the BDEM57C model with Smarthub and the same issue has occured since purchase 2 weeks ago. I reset and it worked for 1 day and started the same tissue. If the server is timing out from HP as noted in a post above and it should be fixed soon, they should hurry up and fix it soon. Agree, very frustrating.