Samsung TV apps such as Netflix, iPlayer, ITVX, Prime Video, Disney+ or YouTube crash or will not load
When an app on your Samsung TV freezes, closes itself or shows a spinning wheel, the cause is usually the internet connection, the app itself or old software.
Check the internet first
Try YouTube and one other app. If none work, see our guide on Wi-Fi problems. If only one app fails, the fault is more likely with that app or your login.
Samsung TVs can also test their connection. On recent models, look under Settings > Support > Device Care > Self Diagnosis > Smart Hub Connection Test. The wording may differ on older TVs.
Update the TV software
- Press Home and go to Settings.
- Choose Support, then Software Update, then Update Now.
An out of date TV can stop apps working properly.
Restart the TV properly
Switch the TV off using the remote, unplug it for one minute, then plug back in. This clears the memory and fixes many app problems.
Delete and reinstall the app
- Press Home and go to Apps.
- Choose the settings cog at the top of the Apps screen.
- Highlight the problem app and look for options such as Reinstall or Delete.
The options shown can change depending on your model, so follow what appears on screen. Reinstalling logs you out, so make sure you know your password for that service.
Check your account and device limits
Netflix, Prime Video and Disney+ limit how many devices can be signed in. Check your account on a phone or computer and sign out of devices you no longer use.
Very old Samsung TVs
Some older models stop getting app updates and may lose certain apps. If an app no longer appears at all, a streaming stick may be a more sensible fix than a new TV.
Avoid
Do not use a factory reset until you have tried the steps above. It deletes your Wi-Fi details and app logins.
When to get more help
If every app fails with a good internet connection and updated software, a reset may help, or the TV may be too old. Vision Tech can help you decide between that and adding a streaming stick.