Article ID : 00080540 / Last Modified : 03/26/2024

YouTube, Netflix, or another streaming app installed on my TV doesn't work

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This information is provided to help with issues signing in or accessing video streaming services such as Netflix® and YouTube™ apps.

Before you start

If the message Feature not available or Service cannot be accessed at this time is displayed, the service may be temporarily down. Wait for a few minutes before trying again.
If you're having trouble signing into certain streaming apps like YouTube or Netflix, first check the information on their support page, and if that doesn't help, continue with the troubleshooting steps.
- Youtube: Troubleshoot sign-in problems on mobile devices, smart TVs & game consoles
- Netflix: Can't sign in to Netflix
Try other content to see if the issue is specific to the content you are watching or if the issue occurs with other content or streaming services.
If the issue occurs only on a specific app and isn't resolved by the steps provided, we recommend contacting the app service provider.

Troubleshooting steps

Regardless of your TV type, there are a few things that you can check first. If model-specific information is needed, refer to your product manuals . Check if the issue is resolved after completing each step.

Power reset your modem/router.
Internet connection issues are often resolved after performing a power reset. If you have a separate modem and router, power reset both devices.
1. Unplug the power cable to your modem/router and wait about 60 seconds.
2. Reconnect the power cable to your modem/router and make sure it's turned on.
3. Wait until the device is finished connecting to the internet and your network.
4. Check if the issue is resolved.
Check signal strength and possible interference.
When using Wi-Fi®, the router's distance to your device is another factor to consider. To maximize your viewing experience when streaming video or listening from an audio app, make sure that the router is placed near your device. They shouldn't be more than 25 feet away from each other. If possible, install both devices in a location without walls in between them. Other wireless devices such as Bluetooth® speakers, wireless phones, microwave ovens, and devices sending a radio frequency may also cause poor signal strength.
- Some routers have a Wi-Fi® Multi Media (WMM) setting. If using a wireless connection, leaving this setting on should allow your router to provide improved video and voice performance over your network. Check your router documents or contact the manufacturer for details.
For additional information and suggestions, review the tips to maximize network and internet performance in your home.

Optional steps

Streaming issues are often either a temporary condition with the streaming service or an issue with your network connection and internet. These options may help determine if your issue is related to your current ISP (internet service provider) and network conditions.

DNS server change
Occasionally, your ISP may experience heavy internet traffic or other conditions that impact your performance. If you're comfortable making changes to the network settings on your TV, try changing your TV settings to use the Google™ Public DNS (primary DNS server 8.8.8.8 and secondary DNS 8.8.4.4) in the network settings menu of your TV. Changing your settings from using the DNS server of your ISP to the Google Public DNS may improve your network performance, depending on your ISP.

Note: The steps to change the network settings of your TV may vary depending on the model. Check your product manuals for model-specific information.
- Android TV™ models
  1. On the supplied remote control, press the (Quick Settings) or HOME button (depending on the model).
  2. Select Settings.
  3. The following steps depend on your TV menu options:
    Select Network & Internet.
    Select Network → Network setup → Expert.
  4. Select Network Status to view and note the current IP address, Default Gateway, and Subnet Mask for future reference.
  5. Press the Back button to return to the previous menu.
  6. Select IP settings.
  7. Select Static.
  8. Enter the IP information as needed:
    IP address: The IP address should be already filled in, navigate to, and then select the enter/return button from the on-screen keyboard.
    Gateway: The default Gateway should be already filled in; select the enter/return button from the on-screen keyboard.
    Network prefix length: If this setting is listed, in most cases, 24 is appropriate. Select the enter/return button from the on-screen keyboard.
    DNS 1 (primary DNS): Ensure IP address 8.8.8.8 is entered, and then select the enter/return button from the on-screen keyboard.
    DNS 2 (secondary DNS): Ensure IP address 8.8.4.4 is entered, and then select the enter/return button from the on-screen keyboard.
    After the settings are saved, press the Back button on your TV remote to return to the previous menu and then exit the settings menu.
  9. Restart your TV and test the apps again.
- Other TV models
Hotspot

If you're comfortable making Wi-Fi® changes to the network settings of your TV and you're familiar with using a hotspot and have a capable device, you can set up your hotspot and then change the Wi-Fi connection for your TV from your current network to the hotspot connection you created for testing. If your issue is resolved using a hotspot, then the issue is with your network, not your TV. Check your product manuals for model-specific information to change your Wi-Fi settings.

Contact your ISP if your internet speed and network are not performing as specified.

Additional troubleshooting

Select your TV type below for additional troubleshooting instructions if the issue still occurs. Check to see if the issue has been resolved after completing each step.

Android TV™ and Google TV™ models

Perform a power reset or restart of the TV.
- Power reset:
  Note: Skip this step if your TV power cord is inaccessible.
  - Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.
- Restart:
  - Restart the TV using the supplied remote control. These steps vary; follow the steps according to your TV menu:
    - Press and hold the POWER button until Power off appears on the screen.
    - Press and hold the POWER button until a menu appears → select Restart.
  - Restart the using the TV menu. These steps vary; follow the steps according to your TV menu:
    - On the supplied remote, press the Quick Settings button. Then select Settings → System → Restart → Restart.
    - On the supplied remote, press the HOME button. Then select Settings → About → Restart → Restart.
    - On the supplied remote, press the HOME button. Then select Settings → Device Preferences → About → Restart → Restart.
  Note:
  1. When restarting with the remote or menu, the TV will automatically power off and back on after a short time.
  2. Refer to the How to restart (reset) an Android TV or Google TV? article for more information
Set the Automatic date & time setting to On, Use the broadcast time, or Use network time.
1. On the supplied remote control, press the HOME button.
2. Select the Settings icon.
3. Follow the steps according to your TV menu:
  - Select Device Preferences → Date & time → Automatic date & time → and set it to ON.
  - Select Date & Time → Automatic date & time → and set it to ON.
  - Select Device Preferences → Date & time → Automatic date & time → set to Use broadcast time or Use network time.
  - Select Date & time → Automatic date & time → set to Use broadcast time or Use network time.
Note: Refer to the How do I set the date and time on my TV? article for more information.
Perform a network diagnosis to check the condition of the network.
- If the results are anything other than OK, reconfigure the network settings and perform the network diagnosis again.
Clear the cache and data of the streaming app.
1. On the supplied remote control, press the HOME button.
2. Select the Settings icon.
3. Follow the steps according to your TV menu:
  - Select Apps → See all apps → Show system apps.
  - Select Apps.
4. Under System apps, select your preferred app.
5. Select Clear cache, then select OK.
  - If the issue still occurs, move on to the next step.
6. Select Clear data, then select OK.
  - If displayed, select CLEAR ALL DATA, and then OK.
If Netflix is frozen or won't start, perform a Force stop in Netflix settings.
1. On the supplied remote control, press the HOME button.
2. Select Netflix from the list of Apps, and then press and hold the ENTER button.
3. Select Info → Force stop → OK.
4. Select Open from the same list, and then press the ENTER button.
If the streaming app has an account login, sign out of it and then sign back in again.
Make sure the TV has the latest software version.
Reset the TV to the original factory settings.