Cannot get Apple TV or Netflix to work with Smart TV (approx 5 yrs old!). Both worked OK until recently.

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Customer

Cannot get Apple TV or Netflix to work with Smart TV (approx 5 yrs old!). Both worked OK until recently.

Last updated
Elixir Cada
Samsung Expert

Hello and welcome to ExpertHelp.com! My name is Elixir Cada and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Samsung nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Elixir Cada
Samsung Expert

Hi Mark,

Thank you for waiting.

May I know the exact model of your Samsung TV? Can you tell me what is happening when you try to open Netflix app on your tv?

You can send me a reply by entering your message in the box at the top then hit the send response button to send.

Posted
Elixir Cada
Samsung Expert

Are you there Mark?

Can you try this procedure first. Turn off the tv ad unplug the power cord from the wall outlet. Press and hold the power button for 10 secs and wait for 2 minutes. Plug in the power cord back to the outlet then turn the tv on. Check Netflix and Apple tv again and see if it works. 

Let me know if this helps. 

Posted
Customer

Hi Elixir!

I will try yr suggestion. In meantime, my TV model is UA60ES8000

Posted
Elixir Cada
Samsung Expert

alright. Let me know if the procedure worked

Posted
Customer

No luck Elixir. My Apple TV (old model) is connected to HDMI3 port on TV. I have put new CR0232 battery in the Apple remote. I have checked that the TV is connected to the WIFI. I have al 'reset' the remote as per Apple instructions.

Following yr suggested sequence, I used the Apple remote to start things off. I got the white Apple logo on TV screen for about 10 secs. Then a screen appeared with following words and an icon that shows 2 people face to face - one black and one white. The message says: "This icon appears when an Apple app or feature is asking to use your personal information". Underneath are 2 'button' Options: "Continue" and "Learn More". The Apple remote does not allow me to select either! Nor does the Samsung 'Smart TV' remote or the standard TV remote.

Posted
Elixir Cada
Samsung Expert

Ok. Based on the information that you provided, looks like that the apple tv remote is defective. You should be able to select Continue to proceed on the next screen. 

Posted
Customer

I suspect that these connection problems occurred after we had a power outage at home a month or so ago. 

Posted
Elixir Cada
Samsung Expert

Hmmmm... can you try to do this procedure using the Apple tv remote. This will tells us if the remote is responding or paired to the apple tv. 

Press and hold the Menu and Down buttons on your Apple Remote and see if the apple tv will restart. 

 

Posted
Customer

My daughter 'appended' us (her parents) to her Netflix account. We used it successfully for months. Any idea how I can try to reconnect to that service? I have the necessary password and email address of her Netflix account.

Posted
Elixir Cada
Samsung Expert

Can you try to do this procedure using the Apple tv remote. This will tells us if the remote is responding or paired to the apple tv. 

Press and hold the Menu and Down buttons on your Apple Remote and see if the apple tv will restart. 

Posted
Customer

I tried that several times before you and I connected. Also tried it after yr suggestion. No Go!

Posted
Elixir Cada
Samsung Expert

ok. can you try to reset the remote by using this procedure.

Press Menu and Volume Up buttons for five seconds. It might ask you to place your remote on top of Apple TV to complete pairing. 

Posted
Customer

When I do that, the steady white light indicator on the Apple TV starts blinking. I tried unpressing the 2 buttons for a short time and also for a couple of minutes. Still no response. By the way, my Apple TV remote is silver and only 2nd or third generation (there are 4-5 generations since I believe). There is a big round button with arros uop, down, left and right. I pressed the Up one with the Menu button. I will now try the right button with the Menu button because I am not sure which button is 'volume up'.

Posted
Elixir Cada
Samsung Expert

Up is the volume up. The right and left button is for rewind and fastforward. 

Posted
Customer

No luck there either. Same flashing white indicator during the press. Then when I press the 'enter' button in the middel of the circle, nothing happens. The screen save of the TV remains on (scrolling through some of my recent photos).

OK just got yr message - I have already tried the 'volume up' button with the Menu button.

Posted
Customer

On the internet, is there an 'old' user manual for my Apple TV and remote that might help?

Posted
Elixir Cada
Samsung Expert

We have to issues here it could be the remote that is the problem or the module for the remote inside the appletv that might got defective when the power interruptions occur. You might need to bring the remote and the device to Apple store for further testing.

As an option. if you really want to watch netflix, you can actucally user your computer and got to www.netflix.com and login your account there. This will allow you to watch movies on netflix using the computer for the meantime. 

You can download the user manual for your Apple tv by clicking on the link below.

https://support.apple.com/manuals/appletv

Let me know if you have further questions. 

Posted
Elixir Cada
Samsung Expert

Do you have further questions, Mark? 

Posted
Elixir Cada
Samsung Expert

Are you still there Mark?

Do you have further questions? 

Posted
Elixir Cada
Samsung Expert

Hi Mark,

Were you able to read my messages to you?

Do you have further questions? 

Posted
Elixir Cada
Samsung Expert

Hi Mark,

Were you able to read my messages to you?

Do you have further questions? 

Posted
Erica M.
Customer Support

Ticket #94198   8/21/10

Elixir did a great job of diagnosing the problem to be the Apple TV software version. Unfortunately I got called away mid chat on emergency for a day or so. After that I took Elixir’s advice and took the Apple TV to the local Apple store. They tested it and found the software app was indeed broken. I am now the owner of the latest Apple TV and it all works fine! Please forward this note to Elixir.
 
Thanks
Dr Mark Rehn"
Posted

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