Samsung TV problems

We're aware of a problem with some Samsung TVs and Blu-ray players which can prevent playback of content within the My5 app. We're currently working with Samsung to get these issues resolved.

In the meantime, you may be able to resolve the issue by updating the firmware on your TV or Blu-ray player. To do this please follow the steps below:

  • Switch on your device and wait for 30 seconds
  • Select the MENU button on your remote control
  • Scroll down to the SUPPORT menu and select it
  • Scroll down to the SOFTWARE UPDATE menu and select it
  • On this page, you will find the option to UPDATE NOW

If the firmware update does not resolve the issue, please Contact Us with the details of your TV model, firmware version and the version of the My5 app. You can retrieve this information by following these steps:

  • Switch on your device and wait for 30 seconds
  • Select the MENU button on your remote control
  • Scroll down to the SUPPORT menu and select it
  • Scroll down to the CONTACT SAMSUNG menu and select it
  • On this page, you will find your model code and software version
  • Model code (for example, UE46C9000)
  • Software version (for example, T-VAL9DEUC-2003.0)

To retrieve the My5 app version:

  • Launch the My5 app and select the settings menu (the cog icon)
  • Select MORE
  • Select ABOUT
  • On this page, you will find the app version number

Please ensure you have all of the above information available when you contact us.

Powered by Zendesk