Thank for contacting Samsung.
We're sorry to hear you're encountering this issue. We have consulted our resident home theater expert and she suggests you completely power off the device for 10-20 seconds, power it back on and try the Smart Hub download again. The download and installation process should take no more than 5-7 minutes at the most. If the player gets stuck in the "Installing" loop again, she suggested a factory reset of the player. You can read more about that process via the link below:
If you attempt the factory reset and Smart Hub or Netflix act up again, we suggest you check the following settings.
If you're able to access all network features except for Netflix, it's likely that the Time Zone and Clock Setting are incorrect. When you reset the player, the Time Zone may default to London, thus the date and time settings are incorrect. If NTP (Network Time Protocol) is set to ON in Network Settings, it will adjust the date and time but may be off by an hour or more due to the time zone settings and DST.
Netflix is designed to request a time and date stamp from the player twice daily. If your player is turned off, the request comes back unanswered and no action is taken. However if the player is powered on when the request is sent, and the time and date are incorrect, this will cause Netflix to be unavailable.
To resolve this, you must:
Set your time zone
Set the date and time
Turn NTP to OFF.
We also recommend to make sure your router has the latest firmware. Even if a brand-new purchase, it can't hurt to make sure it too is upgraded. You will need to check that product's manual or official website on how to complete that process.
While you're welcome to reply back here with your results, it's recommended you fill out the form below if you need additional assistance, as this will allow us to directly contact you and escalate your issues if necessary.
If you have any additional questions, we suggest your refer to your product manual or the product page on our website, where you'll find a comprehensive troubleshooting guide, product support videos, FAQs and How-Tos, as well as manual, firmware & software downloads.
Thank you for being a Samsung customer!
The Samsung Online Support Team
answered 1 year, 9 months ago
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