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Hello, Welcome to Just Answer. an independent paid Question & Answer web portal. I am Rafi and I will try to do my best to help you today. Please note Secure Remote Assistance are auto-generated and communication through chat is fine with me. I am sorry to hear that you are having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly. To make sure I don't miss anything, please give me a few minutes to review your question
Was ITV on it before? Its possible your Samsung TV does not support this app.
Which device was it on
Have you done a factory reset of the Samsung TV