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Samsung’s Smart TV platform Smart Hub down – suffers from worldwide internet outage

Posted 24 February 2015 23:12 CEST by Jan Willem Aldershoff

Samsung Smart TV owners all over the globe report their Smart TV functionality isn’t working. The Samsung SmartHub software reports it is unable to connect to the internet. Owners report they are connected to their (wireless) network but the TV continues to report it has no internet connection. Currently also Sony’s Bravia Smart TV platform is down.

Just in: Smart TV mayhem for Sony and Samsung users after central servers go down

samsung-55-inch-super-oled-smart-tvSo far we’ve been able to confirm the Smart Hub is down in Argentina, the United Kingdom, Denmark, Norway, Finland, Sweden, Netherlands, the United States and Germany. The number of affected countries gives us the impression the entire world is affected by the issue.

Smart Hub down without clear error message

The issue is especially annoying because the TV doesn’t provide users with a proper error message. The TV reports there is something wrong with the internet connection resulting in many users starting to fiddle with their internet settings and/or calling their ISP.

Samsung’s Smart TV platform seems to be down for hours already. Another major outage in April last year was caused by a fire in a Samsung datacenter and also affected Samsung smartphones. From that incident we already learned that all TVs connect to a Samsung server and when that is down, the Samsung Smart TV platform is also down for all users. In this case some users report that the TV indeed fails to connect to a Samsung server, allegedly due to a Domain Name Server (DNS) failure.

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Update: Samsung’s Twitter Support continues to deny there is an issue while more and more users complain. The issue has now been going on for hours and users are unable to use their Smart TV.

Update 2: User Flavio Torres has posted a dump indicating there is a DNS issue indeed.

Update 3: Also Sony’s Smart TV Platform is down

Update 4: In contrary to Sony, Samsung still denies there is an issue

Update 5: Samsung Netherlands has confirmed the issue and reports there is an outage for ‘D’ and ‘E’ Samsung Smart TVs models in Netherlands, Belgium and Luxembourg. The same issue likely affects users worldwide.

Update 6: Samsung Belgium reports: “the problem was caused during a Smart Hub Server Update; the Benelux (Belgium, Netherlands, Luxembourg) reference was accidently changed.1/2.”
Unfortunately that doesn’t explain the outage for the rest of the world.

Update 7: Samsung Denmark reports: ” Right now it seems that H- and F-series are up and running, while D and E are still being worked on”

Update 8: We’ve posted two methods that should get your Smart TV functionality up and running again, at least for now.

Update 9: The outage appears to be resolving now. More and more users are reporting their Smart TV works as intended. There still has not been an official statement from Samsung on the cause of the outage.

More Samsung TV? Join the Samsung TV Google+ Community

GermanyWithoutTV
New Member
Posted on: 25 Feb 15 02:20
Thank you Samsung! That have been five hours of trying to fix an issue that was not fixable. What an entertaining evening! Even now I can hardly find any messages on google concerning this obviously global issue. A link from the forums of tomshardware brought me here by accident, or I would have kept on trying even longer to adjust my router settings and firmware reset all electronics around. Great communication politics on your part, Samsung, keep on the good work!
155 Agree

santhas
New Member
Posted on: 25 Feb 15 04:55
I have been troubleshooting this from yesterday. I can't watch Foxtel play or YuppTV contents. My smart TV can talk to local network but anything outside is no. I believe it is affecting Australia also. Glad to see it fixed ASAP ( ~ 23 hrs now)
24 Agree

debro
Blown to smitherines
Posted on: 25 Feb 15 06:13
Dumb, dumb,  dumb,  dumb,  dumb.

Smart TVS ....
15 Agree

Marco-X
New Member
Posted on: 25 Feb 15 09:04
Hello from Germany, yesterday I talked to an employee of Samsung Germany. According to him, it is known that there are currently problems with one or more Smart Hub servers. He could not say, where the servers are located. In his opinion, the problem would "solve itself" after a restart of the server. However, this statement from the Samsung Support Germany is already about 24 hours old. Smart Hub still does not work here.
20 Agree

extens
New Member
Posted on: 25 Feb 15 09:47
Talked to Samsung App dev support as an app developer, they admitted that there was a problem yesterday, though say, that it should work fine now. Also it does not
Hello from Ukraine.
13 Agree

daghostprod
New Member
Posted on: 25 Feb 15 10:07
Smart Hub down in France too since yesterday night ...
9 Agree

DoMiN8ToR
Management
Posted on: 25 Feb 15 12:39
Thanks for the reports everyone, please keep posting them, also when your Smart TV works as intended again!
5 Agree

lisa234
New Member
Posted on: 25 Feb 15 12:42
Out in Cyprus wasted a whole morning. I hope i haven't altered my settings.
Not good enough Samsung! Not how to keep customers
14 Agree

DoMiN8ToR
Management
Posted on: 25 Feb 15 12:46
Thanks Lisa, for sure there've been lots of people fiddling with their internet settings while it was the Samsung Smart TV outage all along. Let's hope there will be better error messages in the future.
7 Agree

Guancheman
New Member
Posted on: 25 Feb 15 13:25
Spain is down too. Spent the morning talking to ISP and then contacted live chat service customer support. I was told by Samsung that they are doing maintenance on their servers with no idea how long it will take.
4 Agree

DaveDyment
New Member
Posted on: 25 Feb 15 13:40
Just wasted 2 days trying to reconnect my SMART HUB to the internet.   Failed after I tried to download the Netflix application....... as invited to do so by Smart Hub!  I eventually phoned the Samsung Help Line and a recorded message advised vaguely that they are aware of the problem.   No schedule to fix and no headline announcement from the company.   Damn poor service.  My next TV won't be Samsung.
25 Agree

davidq13
New Member
Posted on: 25 Feb 15 13:55
I spoke to Samsung support earlier today (0900 GMT) and they acknowledged there is an urgent problem and are working on it, but couldn't say exactly when it would be fixed.  I am going to forget this now, and come back in a few days to see whether a new update has been made available.  But do please carry on putting the pressure on Samsung with emails, posts, tweets and phone calls.
11 Agree

SuperDad
New Member
Posted on: 25 Feb 15 14:01
Just called Samsung support in Finland, who informed me that the error is at their end and I just have to wait. The person in customer service told me that they have been given the information that there is an outage on their end, but that they haven't been told anything else. I asked if there is any location online where they would post a notice about an outage like this, and/or give status updates, but the customer service person said they unfortunately don't have anything like that, although it's a good idea to put forward.

I can't believe that in this day and age, a company like Samsung operates in this manner. It's like going back to the 1990s. Any sensible company will post information like this on their support pages and keep customers and their own customer service personnel (regardless of whether it's outsourced customer service or not) up to date with what's going on.

Not to mention the idiotic system design where nothing works unless the TV can connect to a central server. Unprofessional.
24 Agree

SamsungES7000UK
New Member
Posted on: 25 Feb 15 14:08
Our Samsung ES7000 TV struck internet connection problems yesterday late afternoon here in the United Kingdom. I thought the problem was because I had rebooted our Virgin Media wireless network Super-Hub. However our other Samsung H5510 TV re-connected with no problem as did our laptop and Samsung Galaxy Alpha mobile phone. I fiddled for hours with the Super-Hub and was perplexed as the Samsung Smart Hub when launched said I was logged in plus it said I was logged into Skype and even told me who was online now. Also in the menu button on remote I went to the support option and clicked on Software Update which updated online from version 002009 to version 002015. My thoughts were how can it update online unless it was connected to the internet plus how could it log me in and log in Skype plus tell me who was online in Skype unless it was connected to the internet. Yet it would not allow me to open Skype or Netflix or any other App!
So that's when I started scouring the internet to see if anyone else had problems. I found very little online and nothing on Samsung.com
I phoned Samsung support this morning who told me that certain models are having trouble with internet and Samsung are working to resolve it. I then found this forum.
My worry is whilst looking online I found forums dating 2013 and 2014 with this same problem so is this something ongoing? If so will our so called Smart Tv ever be Smart again?
17 Agree

requiemtom
New Member
Posted on: 25 Feb 15 14:14
I'm based in South Africa. My SmartHub service has been down since this morning ( I use the web browser to stream radio as I work from home). I've basically spent the day trying to fix this, and then I stumbled onto this website thread. After contacting Samsung locally, they admitted that there is a problem, but haven't provided any indications of when the problem will be fixed.
5 Agree

meepmee
New Member
Posted on: 25 Feb 15 14:37
I am in Cologne, Germany. Everything still not working. No communication with Samsung possible, no statement on their website. I feel like being back in eastern Germany in the 80s - I just have to wait and wait and wait and wait.
4 Agree

mpQ1
New Member
Posted on: 25 Feb 15 14:46
Greetings from Romania. The service is down since yesterday (24h). Chated with Samsung representative that told me that they are working on it. No eta, yet !
4 Agree

TeriF
New Member
Posted on: 25 Feb 15 15:09
I'm in the US and still down here. Samsung told me there was a problem with the server and hope to get it back up in 24 hours and this was about 6pm last night. It's been out since yesterday morning about 8 am.
6 Agree

Vestrivan
New Member
Posted on: 25 Feb 15 15:28
In Serbia it is the same problem since yesterday. Would have been nice to know that the problem is not in my internet connection. That would have saved me several hours that I futile spent searching the internet and trying to change DNS settings. Way to go Samsung!
5 Agree

DrewK
New Member
Posted on: 25 Feb 15 15:34
Just received this email from Samsung UK:

Thank you for your email. Your customer reference number is xxxxxxxxxxxx.

We are currently experiencing technical issues with our D and ES Range TVs with respect to connecting to our Smart Hub.

We have all our resources working on correcting this issue and apologize for the inconvenience during this time.

We appreciate your patience and understanding.

If you have any further questions please do not hesitate to contact us back on the number 0330 726 7864, or if you would like to contact us via Email, please do and we will be more than happy to assist you.

Kind regards,

Raghda S
Customer Service Representative
Samsung Electronics (UK) Ltd
UK: 0330 726 7864
EIRE: 0818 717 100
W: www.samsung.com/uk/support
10 Agree

Dialektik
New Member
Posted on: 25 Feb 15 16:09
We're having the same problem in Austria since yesterday morning. Samsung hotline told us that they expect it to be fixed today. Quite vague and not very reassuring...
2 Agree

Meercats1
New Member
Posted on: 25 Feb 15 16:20
Hello from Surrey England,.
My smart to es7000 been down all day, been messing about with settings but no luck,
Glad someone is telling us what's happening.

Idiots. What is wrong with people. I'm more than likely to leave a company if they're not up front, rather than just say they have a problem.
Simple.
Too many Chiefs not enough Indians..
8 Agree

lamina1949
New Member
Posted on: 25 Feb 15 16:31
This has driven me to distraction - even changed the router suspecting it could be a faulty MAC address and then downloaded the latest firmware for our UE55ES8000 - and nothing at all on their website - I just love communication, it really makes life easy.
This from East Sussex - rapidly going greyer and balder :-)
11 Agree

Someone12089
New Member
Posted on: 25 Feb 15 16:44
I'm in North America and Sony and Samsung players stopped all streaming for about 5 hours last night (EST). Started working around 0600 GMT.

Sony support knew NOTHING last night. Just that it was with MY equipment. or my ISP. No, it was Sony's (and Samsung's) problem all along.

Fortunately, I did not spend time rebooting everything, moving routers, calling my ISP, etc.

I did discover one important thing that will happen. Because I purchased my devices in 2012, YouTube will no longer work on them beginning April 2015.

Be aware and be prepared.

Have a nice day.
8 Agree

Drhelmer
New Member
Posted on: 25 Feb 15 16:54
Just to inform that this happens in Norway too, just called ISP Get, and they had an automatic message that there are problems with Samsung smart tvs..........
4 Agree

skj
New Member
Posted on: 25 Feb 15 17:01
Smart Hub not working here in England for 2 days..................Smart hub software did auto update and since then hasn't connected. I also thought it'd be something wrong with connections / network etc......but smart tv can connect successfully to firmware update server to check if there is a firmware newer...but it cannot to smart hub server.
.....Other users shouldn't fiddle about with there router settings, MAC adddress, DHCP or anything as this could potentially mess it up even more.........just have to wait for Samsung to sort it out!!!
[ Samsung, have you tried switching off your server and then switching it on again? That usually help.........Try that first...........]
10 Agree

Someone12089
New Member
Posted on: 25 Feb 15 17:23
Quote:
Originally Posted by skj
.....Other users shouldn't fiddle about with there router settings, MAC adddress, DHCP or anything as this could potentially mess it up even more.........just have to wait for Samsung to sort it out!!![ Samsung, have you tried switching off your server and then switching it on again? That usually help.........Try that first...........]
This is correct. Sony was advising people yesterday to make changes to their DNS on the devices, changing router settings, etc. As a retired computer engineer, I knew none of these "fixes" would help. Little did I know that this didn't just affect North America (where I am) but that this was a world-wide problem.

Sony and Samsung devices easily connected to the Internet using the built-in browser. But streaming failed on Sony and Samsung devices. Streaming was fine on my PCs. Everything I have is connected through the same router. Therefore, the problem is outside the devices themselves. It's statistically impossible for all devices (four at my home) to fail at the same time without an obvious cause (thunderstorms, power brownouts, surges, etc.).

Samsung and Sony need to fire (sack) people who think they know it all, and that their respective companies are always working (so it's someone else's fault).

It's reassuring knowing we don't have the same type of closed-minded, never-wrong, pass the buck know-it-alls running the world's governments.

Update: This is continuing to work for me (17:45 GMT ... my home in North America 12:45 EST) after the 5+ hour outage earlier.
4 Agree

LizzieLou
New Member
Posted on: 25 Feb 15 18:01
Does anyone know when this is likely to be rectified? Having poor health means I am very reliant on both TV and smart TV functions to prevent me going out of my mind with boredom.
6 Agree

caiothebrain
New Member
Posted on: 25 Feb 15 18:17
Here in Brazil too. E-series TV.
3 Agree

DoMiN8ToR
Management
Posted on: 25 Feb 15 18:19
Unfortunately not LizzieLou. It has now been nearly 24 hours I can imagine if you're stuck to home this is really, really annoying!
1 Agree

Canuckinator
New Member
Posted on: 25 Feb 15 18:21
It's been down here in Canada for a couple of days now too. Luckily I've been down this path with Sammy multiple times since buying my TV in 2011, so I know not to mess with all my settings trying to get reconnected. Just have to wait for Samsung to get their act together again. Luckily too I have an Apple TV connected to my system so I'm not locked out of Netflix.

I connected the Apple TV to get around the problem with Samsung not updating their Netflix app to support viewer profiles. From the sounds of things I'm going to have to use it to watch YouTube too come April 2015. Samsung's decision to route ALL smart TV functions through their own server(s) was stupidity squared. Hopefully this will not be a problem anymore with the new TVs with Tizen as the OS.
3 Agree

escoash
New Member
Posted on: 25 Feb 15 18:29
It is really stupid that the TV has to be able to connect to Samsung in order to be able to run apps like netflix, it would indicate that Samsung is keeping data on what we are watching etc.
6 Agree

Zezun
New Member
Posted on: 25 Feb 15 18:51
re in Brazil too. Model Sammy UD6900. Lost several hours trying to solve a problem that cannot be fixed. In Sammy support page, they are not aware of the problem, suggesting wrong fixes like DNS change, SmartHub downgrade, etc ( as can be seen here: http://answers.br.samsung.com/answers/7463-pt_br/product/UN46D6900WVXZD-support/samsung-un46d6900-questions-answers/questions.html )
At least they should have warned us of of the issue... Such a waste of time...
5 Agree

hev
New Member
Posted on: 25 Feb 15 19:23
Still out in the UK - glad I found this info here, saves another evening of pulling my hair out!
10 Agree

SamsungUE40S6570
New Member
Posted on: 25 Feb 15 19:33
Problem is still continuing in the Netherlands, no Internet connection possible via Wifi or LAN!

See also http://www.tomsguide.com/answers/id-2479887/samsung-smart-network-connection-issue-un60es8000.html

It could be a major issue with a firmware upgrade!
2 Agree

SamsungUE40S6570
New Member
Posted on: 25 Feb 15 19:37
RE Samsung, have you tried switching off your server and then switching it on again? That usually help.........Try that first...........]

I even want to help them with the command:

reboot -h now

:-)
6 Agree

SamsungUE40S6570
New Member
Posted on: 25 Feb 15 19:42
>It is really stupid that the TV has to be able to connect to Samsung in order to be able to run apps like netflix, it would indicate that Samsung is keeping data on what we are watching etc.

The actual internet connection check code could be like this

if (!ping www.samsung.smart-tv-host.com) {
return ERR_NO_INTERNET_CONNECTION;
}

e.g. they may be checking a specific Samsung server, which currently does not respond to a connection test so the complete TV wrongly assumes the internet connection is down.
5 Agree

BHumphrys
New Member
Posted on: 25 Feb 15 19:45
Two hours gone from my life that I will never get back.

Does anyone remember 'The Young ones?'

Neil: Oh, wow! Techno-fear! It's happening again, all the machines are ganging up on me!

Vyvyan: Get out of the way, Neil!
Me and machinery have a very special understanding (Talking to machine). Now then, don't give me any gyp, you b*****rd........ (Aside to Neil) This calls for a very special blend of psychology, and extreme violence........................
2 Agree

hostcgs
New Member
Posted on: 25 Feb 15 19:47
Here in Brazil is also the same problem, SmartHub is down and customer support keeps telling you to check DNS, Ethernet, Wifi etc.
They should place a warning on their website, it's really annoying to call the company and receive wrong information.
6 Agree

hostcgs
New Member
Posted on: 25 Feb 15 20:09
SamsungUE40S6570 , actually it tests many domains, such as 

china-www.samsung.com.edgekey.net.globalredir.akadns.net A
createfetch: china-www.samsung.com.edgekey.net.globalredir.akadns.net A
createfetch: e1722.g.akamaiedge.net A
createfetch: akamaiedge.net DS
createfetch: ns11.whois.co.kr A

and they all resolve properly.

It also connects to a Java message service over port 7676 which is probably not responding properly.
Surely is very badly designed or they really wanted to lock down the user with their platform. 
1 Agree

jwag68
New Member
Posted on: 25 Feb 15 20:13
My SmartHub has been down in the US since approximately 11am CT Feb 24. I didn't see this article until i had already wasted about 3 hours trying to troubleshoot it.
14 Agree

Toulkeridis
New Member
Posted on: 25 Feb 15 20:27
Hello from Greece. Facing same problem. My TV received a new firmware a few days ago and I thought the new firmware was to blame, apparently it was a coincidence and their servers are to blame?
2 Agree

Gakovacs1972
New Member
Posted on: 25 Feb 15 20:36
Experienced the same issue in Hungary as well. No internet connection could be established. Fortunately found this blog very quickly so waiting for Samsung Smarthub serves to get back soon
2 Agree

Caminante128
New Member
Posted on: 25 Feb 15 20:58
Hello from Denmark.

Same problem as everybody else has, this has been going on for 2 days now.
Tried to change dns to 8.8.8.8 or 8.8.4.4. Read somewhere that this could help with the problem, no luck...
3 Agree

Mackis
New Member
Posted on: 25 Feb 15 21:08
Sweden here.
Facing the same problem, started yesterday and is still down.
I have a ue46es8005. What takes them so long to fix..... This sux
2 Agree

alan1476
Administrator, Software Editor and Head of Promotions
Posted on: 25 Feb 15 21:20
Important message about Samsung and Sony Smart TVs

Both Samsung and Sony are experiencing technical issues with their Smart TVs and other devices that access the Internet like Blu-ray players. The issue may prevent you from accessing applications and content from these devices, and browsing the Internet on your Smart TV. Samsung and Sony are working to restore access as soon as possible. For the latest information, we recommend contacting Samsung support at 1-800-726-7864 or www.samsung.com, and Sony support at 1-877-865-7669 or www.sony.com.

1 Agree

PeterKnl
New Member
Posted on: 25 Feb 15 21:34
Samsung_nl confirms on FB they indeed have problem:

Samsung Nederland Goedemorgen Peter, als het aan ons ligt natuurlijk binnen nu en 5 minuten al! Helaas is de verstoring iets gecompliceerder dan oorspronkelijk verwacht en is het op dit moment nog niet duidelijk wat de tijdsindicatie zal zijn. Maar wees gerust: onze beste mannetjes (én vrouwtjes natuurlijk) werken met man en macht om dit zo snel mogelijk opgelost te hebben. Heb je in de tussentijd nog een beetje geduld met ons? ^LC

Their best guys (and galls) are working on it.... idiots :S
1 Agree

goksman
New Member
Posted on: 25 Feb 15 21:47
I cant connect to the internet via smarthub, states that i am connected to the network but cannot connect to the internet, my father in law lives in the same village and always cannot connect!

Mindlands / England / UK
1 Agree

a340driver
New Member
Posted on: 25 Feb 15 22:01
Like many people I just wasted hours running up and down stairs resetting various pieces of kit. If they had only come clean in the first place I wouldn't be so annoyed. Is it a loss of face thing?
5 Agree

afarmer
New Member
Posted on: 25 Feb 15 22:08
Still out in USA over 24 hrs.
5 Agree

SeDmY
New Member
Posted on: 25 Feb 15 22:18
???? ?????? ?? ??????! ?? ???? Samsung UE46D8000 ?? ?? ????????, ? ??? ???? ? Samsung ??????? ?? ????????... ????? ??? ?????? ?????...
-1 Agree

Notkisumi
New Member
Posted on: 25 Feb 15 22:18
Same here in Uruguay, EH model went off yesterday(24 of February), ES model went off today. GG Samsung.
1 Agree

Notkisumi
New Member
Posted on: 25 Feb 15 22:19
Same here in Uruguay, EH model went off yesterday(24 of February), ES model went off today. GG Samsung.
0 Agree

JohnRog
New Member
Posted on: 25 Feb 15 22:32
My Samsung SmartTV UE40ES6300UXXU failed some time before 20:00 on 24/2/15 and is still down now at 22:21 on 25/2/15
The symptom is the same as that above, the TV can reach the BT router over a wired connection but says it can not connect to the Internet. This is likely to be wrong as the TV said it had updated 4 apps this afternoon before reporting that the Internet was not accessible.
Samsung telephone support confirmed that there was a widespread problem with the Samsung servers. He could not point me to a URL where service status is posted. The absence of such a URL is pretty poor but worse still why do we have to contact Samsung's servers in order that we watch Netflix or the like? I would like to understand what these servers do and why all our TVs are chatting with them. Should we be concerned that the TVs connect to a number of servers performing undeclared functions in undisclosed countries?
4 Agree

KMaru
New Member
Posted on: 25 Feb 15 23:11
For those looking to get online with a little know how:
Create a DNS server (on a server or a NAS)
Add a zone: samsung.com
Add an a-record to the zone:www
IP address for the record: 23.66.247.46
Add a forwarder for everything else to e.g. 8.8.8.8
Point your TV to your own DNS
Hey presto everything works again....

For those lacking in know how to create your own DNS, temporarily use 151.80.14.237 as DNS in your TV.
This will work for maximum one month.
16 Agree

UHA
New Member
Posted on: 25 Feb 15 23:26
Also down here in Panama since yesterday. Samsung Sucks!
0 Agree

Kischkosch
New Member
Posted on: 25 Feb 15 23:43
Also down in Germany
0 Agree

dragonlover76
New Member
Posted on: 25 Feb 15 23:54
Yep, Samsung SmartHub has been out in Canada since February 24. This really sucks. I wasted hours yesterday fiddling and on the phone with my ISP trying to troubleshoot. Idiots!
0 Agree

Dartlover
New Member
Posted on: 25 Feb 15 23:56
Quote:
Originally Posted by KMaru
For those looking to get online with a little know how:
Create a DNS server (on a server or a NAS)
Add a zone: samsung.com
Add an a-record to the zone:www
IP address for the record: 23.66.247.46
Add a forwarder for everything else to e.g. 8.8.8.8
Point your TV to your own DNS
Hey presto everything works again....

For those lacking in know how to create your own DNS, temporarily use 151.80.14.237 as DNS in your TV.
This will work for maximum one month.
I live in England and not so smart hub is down. I have spent the last 2 nights trying to resolve the problem of being able to connect to my router but no internet access by wifi or LAN cable.
I have done a factory reset on my Samsung ES8000 TV, tried reconfiguring my router, trawled through countless forums for fixes and clues and this site is the only one that is up to date.
I had the generic mail from Samsung regarding D and E models bit I had to log a call on their website and they took more than 24hrs to reply.
I have tried multiple DNS settings and this is the one that has fixed my issue even though it seems to be a global issue. I'll keep an eye on when they fix it and change DNS back to original.
Thanks KMaru - I'll buy you a pint when I see you!!!!
6 Agree

rosta26
New Member
Posted on: 26 Feb 15 00:00
TV was working fine this morning (25th) until I rang Samsung support to get Netflix working (a known problem where you can connect but the video won't play). Samsung support connected with my TV, re-set dns to 8.8.8.8, re-set the TV and told me to power off and wait 20 mins before restarting!

Have now hit the same problem as everyone here and my TV now can't connect to internet.

Samsung get your act together, this is really poor customer service and not what we would expect from a major multi-national.
0 Agree

caam14
New Member
Posted on: 26 Feb 15 00:16
Hello from Portugal.
Same problem here, since 24th, so this is a global problem whit all samsung smarttv, ans they don't give a shit to customers...
1 Agree

TheManInTheMoon
New Member
Posted on: 26 Feb 15 00:22
Also a problem here on the moon. It started on February 24, 14,029,385,494.
1 Agree

Jimy403
New Member
Posted on: 26 Feb 15 00:27
I have fixed two E series TV's now using this. You are actually able to fix this by updating your firmware. You would go Menu > Support > Software Update > Online. You should see it actually downloading the firmware. Once this is complete it should restart. You can then go and do a network test through the menu or running Smarthub and it should be up and running. Hope this works for all of you!
0 Agree

timmy15
New Member
Posted on: 26 Feb 15 00:30
greetings from london i have the same problem i think, however i can access and watch netflix via the rolling ad banner for netter call saul. thank you saul
0 Agree

DaveMann
New Member
Posted on: 26 Feb 15 00:33
DNS 151.80.14.237 works here in SE England too - thanks guys
0 Agree

oldpolak
New Member
Posted on: 26 Feb 15 00:33
Well done to KMaru - the best solution to this not-so-temporary problem.Whilst I didn't spend too much time diagnosing the problem, I have spent a fair amount of time finding any confirmation that this is in fact a "service provider" error. It is the smart part of our TV's that is the service provided by Samsung and Sony. As a samsung customer, my first port of call was samsung.com which to my surprise had no information. If I was running a company who'd expereienced a serious system failure, I'd want to inform my customers as soon as possible. Especially as the error message displayed on the equipment is far from clear. I don't necessarily expect a banner on the home page (as this may distract potential customers from the images of perfect working tech) but it would have been nice to see a comment on the Support News & Alerts page. It is now almost 48 hours later and there is still no information about this error. That's probably long enough for almost all Samsung & Sony smart TV users in the world with these models to be affected. Surely its enough time to get a message to everyone. It's certainly enough time for a forum like this to get filled with negative comments about your products. Whats's better Samsung, A little bit of negative but informative news on your own website under your control, or hundreds of negative comments trying to best guess why the technology you sold them doesn't work?Sort it out!On a technical note: I assume that testing the presence of the internet is a safe way of preventing apps from crashing if they haven't been coded well in respect of connectivity. Whilst it's a slightly clumsy way of doing it what I don't understand is why certain models of TV need a response from a particular server. i.e. These TVs aren't just pinging www.samsung.com and waiting for any reply, they only seem to pass the test if they get a specific ip address. I am basing this on the comments so far in this thread and that setting up your own DNS as described in KMaru's solution works! Maybe we can work out how it all works and how to fix it before Samsung does!

PS: Just refreshed the page and if Jimy403 is right, maybe they've updated the firmware with a fix. Maybe, just maybe we might see a message on Samsung's website soon!
0 Agree

Hunka
New Member
Posted on: 26 Feb 15 00:41
DNS 151.80.14.237 works here in Canada too - Nice Work!
0 Agree

hyperspeed247
New Member
Posted on: 26 Feb 15 01:05
Samsung Great picture nice lookin TV
USLESS customer service, I have completely taken my network apart and rebooted it 3 times ive phoned my ISP as the TV said it was a fault there.
too be honist my SMART TV is anything but, itv and 4od apps just crash all the time and the rest r so tedious to use.
cant wait for it to breakdown so i can get a decent TV and why did i take out a 5 year warrantee
would not and will not buy anything samsung again
3 Agree

koo10e
New Member
Posted on: 26 Feb 15 03:05
Our set was offline for at least a day. Same issue as others reported; the network status reports as connected to the router, but not the Internet. This was the same regardless of 2.4 GHz, 5.8 GHz or Ethernet connection.

After reading the article at http://www.myce.com/news/samsung-smart-tv-smarthub-suffer-worldwide-internet-outage-75099/ I started poking around further in the settings. Here is what happened:

I went into the Menu -> Support -> Software Update and clicked on Software Update Online. The software began downloading version 02003, and after a few minutes completed installation of the update by powering the TV off and on. When I rechecked Network Status it reported that it was connected to the Internet.

I don't know if this was coincidental timing or the update was the fix, but perhaps this information will help someone else. It appears that the software update function is not affected by the Smart Hub Internet access problem.

Good luck!
-1 Agree

Wagnermichael
New Member
Posted on: 26 Feb 15 03:38
Aqui en Perú me pasa lo mismo con mi televisor UN40EH5300, bueno solo queda esperar, si alguien tiene una solución por favor informar, mi otro televisor samsung funciona correctamente es un 48UH5500 Saludos!!
0 Agree

rannsaicher
New Member
Posted on: 26 Feb 15 05:55
NZ been affected for the last couple of days too. TV can see the local network but says theres no internet connection
0 Agree

dusanristic84
New Member
Posted on: 26 Feb 15 07:57
Also in Serbia. Last 3 days. I have Samsung UE46ES8000S tv. I was calling official service in Belgrade yesterday and they told me that I'm probably 100th man in last couple of hours that called with the same problem. They told me to be patient, that this was happening also in the past, and that everything will be settled in next one, two, three days. Anyway , I spent two days ago all night trying to fix problem (modem and router restarting, backing tv on factory settings, trying with different DNS like 8.8.8.8 ...), and finally I called and get information, and also relief is that the problem is around globe.
-1 Agree

JohnRog
New Member
Posted on: 26 Feb 15 08:50
Change of symptom... Late evening on 25/2/15 Smart Hub gave the 'cant connect to the Internet' message. At 08:30 GMT on 26/2/15 Smart Hub would not load at all. Tried several times with same result, the rotating "I'm busy" icon would spin for a few mins and then disapear with no result. I followed the steps described by Koo10e in Post #70 and there was a brief update, then it told me I already had the latest version. The TV did not restart but Smart Hub now works properly. I did not change the Network DNS settings.
My guess is that since I loaded firmware 2004.1 from the USB yesterday I was already upto date but that during the brief updating message some small but vital change was made.
Do Samsumg make chocolate tea pots as well? I might buy one.
2 Agree

luxant
New Member
Posted on: 26 Feb 15 09:07
Same problem in UK. Spent 4 hours last night trying to fix my internet connection and blaming my ISP. Funny thing though, while I couldn’t connect both TV (cable) and DVD player (wireless), when I tried to update the firmware on the DVD it started downloading it (???) and was installed with no problems, but the interned problem persisted even after the update... puzzled
1 Agree

flowa
New Member
Posted on: 26 Feb 15 09:26
FIXED UK 09:15, 26 Feb 2015
Our ES Samsung TV in London connected first try this morning. Didn't need to try any of the other fixes. Automatic settings worked find.
Good luck with yours. This has been incredibly annoying!

Poor crisis management Samsung :-( You'll need to do better next time.
Incidents happen, how you manage them is what makes the difference for your customers.
2 Agree

Almelo
New Member
Posted on: 26 Feb 15 09:31
HURRAY
Here in The Netherlands all is well and without a (visible) update!!
1 Agree

dsiner23
New Member
Posted on: 26 Feb 15 10:34
Hi Im Dsiner from Singapore,
Better rename Samsung Smart tv to Samsung Dumb Tv.. Why the hell internet connectivity to go thro your stupid server?
I have been trubleshooting and rebooting my tv for the past 2 days.. not even a courtesy msg or error alert from Samsung..

In this way you are too smart to make your customers as stupid as possible n to waste our precious time..

for god's sake atleast admit your mistakes Samsung..
0 Agree

JeanPhilippeM
New Member
Posted on: 26 Feb 15 10:35
From Belgium, the issue is still going (at least until yesterday night, not yet tested today) on my SmartTv (UE46ES8000S) still refuse connecting over internet. I am going to try the DNS change this evening
0 Agree

scolairIRE
New Member
Posted on: 26 Feb 15 10:42
Samsung Ireland have just told me the issue is fixed.
Will have to wait till I get home to see.
1 Agree

scolairIRE
New Member
Posted on: 26 Feb 15 11:13
FIXED:

Confirm that Samsung have fix the issue for Ireland anyway, TV is now connecting to the Internet without any intervention from me.
1 Agree

dusanristic84
New Member
Posted on: 26 Feb 15 13:12
No more problems in Serbia! :-)
0 Agree

LizzieLou
New Member
Posted on: 26 Feb 15 13:50
Now working!! Sometime between going to bed last night and putting TV on at about 11am today it is sorted. In in my efforts to fix it before I realised it was a Samsung thing, I had put everything back to 'factory settings' so had to upload a couple of things again, but I have some entertainment back!. Thanks to DoMiN8ToR for your sympathy. Goodness knows what people used to do for entertainment pre TV when they were too fatigued / ill to hold a book! I guess they got bored a lot! 
0 Agree

JFT
New Member
Posted on: 26 Feb 15 13:58
@JeanPhilippeM - Also living in Belgium and tried the DNS change this morning which solve the issue for me, after 2 days of head's scratching to understand what was going on.
0 Agree

TeriF
New Member
Posted on: 26 Feb 15 14:34
Servers back on in the US sometime between midnight and 9am!
1 Agree

TheManInTheMoon
New Member
Posted on: 26 Feb 15 14:38
Back up and running this morning!
2 Agree

Canuckinator
New Member
Posted on: 26 Feb 15 15:43
Working in Canada again as of Thursday morning. Seems to have been fixed overnight.
0 Agree

MadcowSA
New Member
Posted on: 26 Feb 15 15:57
Working in Cape Town - was down for 2 days!
-1 Agree

dlittlelion
New Member
Posted on: 26 Feb 15 19:21
Repaired in Trinidad & Tobago
-1 Agree

usaUser1
New Member
Posted on: 09 Apr 15 01:49
My samsung tv 55 inch has stopped working with Smart Hub options. It is connecting to WiFi but not connecting further to internet. I have few other devices like iphone, ipad and they are connecting to WiFi/Internet without any issue.

I am in Houston, TX, USA.....Does any one know if Smart Hub is down for any knwn reason>??????
3 Agree

bkgt
New Member
Posted on: 10 Apr 15 20:11
My Smart hub is not working either. I was able to do an update "online", so I know I can connect to the internet. I am wondering if servers are down again? I am in Georgia, USA
0 Agree

schwabo
New Member
Posted on: 19 Apr 15 21:24
not working again ...
1 Agree

xanthmaster
New Member
Posted on: 19 Apr 15 21:33
April 19, and i have done every conceivable thing i could try, only to find out from Samsung Tech Support (Chat) that "we are currently experiencing internet connectivity issues with Samsung Smart Tv's, the appropriate department is aware of it and working on it" they could not (or would not) give any type of time estimate for restoration. I am in USA btw.
0 Agree

Mars2k
New Member
Posted on: 19 Apr 15 21:54
OK I have 3 Samsung TVs all 3 cannot connect on one I tried 888 rebooted and bingo then I had to restart for something and bang no go anymore. No netflix in Texas tonight I'm afraid
1 Agree

aproposginger
New Member
Posted on: 19 Apr 15 22:31
April 19, 2015 - Miami Florida.. No answer @samsung support, no answer on Chat Line or Live Video. No info on website, Company completely ignoring customers. Very bad business practice.
2 Agree

mvaranasi
New Member
Posted on: 19 Apr 15 23:09
I have the same issue too....my tv wont connect to internet. I am in USA ...
1 Agree

ProSC1963
New Member
Posted on: 19 Apr 15 23:13
Edmonton Alberta Canada,
I have an F series Samsung. Yesterday I was watching Netflix and today it is a no go. Same issues as everybody else. TV says I am connected to my local area network but cannot connect to the net. I loved my TV until today. What a joke! Netflix is the best but I need a TV that will support it! I was considering upgrading to a Samsung 4g model but I am now rethinking that plan!
1 Agree

Leodrak
New Member
Posted on: 20 Apr 15 15:44
Same to me, my TV samsung stop working with internet since yesterday, i was trying to watch Netflix and Youtube, the good part is that at least i have a Bluray with this services and i used them instead of TV Samsung.

Hope Samsung resolves this soon...
0 Agree

DoMiN8ToR
Management
Posted on: 21 Apr 15 09:38
@Everyone reporting downtime, please report your TV model and country, so we can investigate and see whether we can notice a trend.
0 Agree

Jadday
New Member
Posted on: 05 May 15 15:11
Just bought a new samsung tv (UN40HU7000F).. Can connect to the browser and google, youtube, etc works there... But not to the smart
hub, no apps can be downloaded at all.. I'm in Aruba..

Anyone else having this issue right now?
1 Agree

JohanGustavsson
New Member
Posted on: 22 Sep 15 17:16
I am facing the same problem as of now, with my 2011-TV, but my 2011 BD is working ok... Should I reset my smarthub, or what???
1 Agree

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