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Jeffrey B
Jeffrey B,
Category: Consumer Electronics
Satisfied Customers: 3815
Experience:  ICT Support 1/2/3/ Line at Peopleware
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When I try to play prime shows on my new tv 9 out of ten

Customer Question

When I try to play prime shows on my new tv 9 out of ten times I get something went wrong message
JA: What's the brand and model number of your TV? How old is it?
Customer: Samsung 7series crystal uhd tu7000
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: That all works. On 3 shows I can get the first episode to work but not the rest. My other 2 tv in the house all work great. I have just got this tv
JA: How long has this been an issue with your Samsung? What happened right before this?
Customer: Since I got the tv 4 days ago
JA: Anything else you want the TV Expert to know before I connect you?
Customer: Dont think so no
Submitted: 1 month ago.
Category: Consumer Electronics
Expert:  Jeffrey B replied 1 month ago.

Hello, my name is*****'m happy to assist you today with your Samsung 7series crystal uhd tu7000, Lets get started!

I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can we please try the following:

Try powering off the Samsung 7series crystal uhd tu7000, pull the power cable out of the Samsung 7series crystal uhd tu7000, wait for 1 minute, then put the power cable back in. After this try again.

Please let me know how this goes.

Kind regards,

Jeffrey

Customer: replied 1 month ago.
Still the same
Expert:  Jeffrey B replied 1 month ago.

understood, thank you

did we uninstall the prima app?

do other apps work like youtube?

Kind regards,

Jeffrey

Customer: replied 1 month ago.
Tried that to. Yes all other apps work as normal
Expert:  Jeffrey B replied 1 month ago.

Thank you,

  1. From a Home screen, navigate: Apps icon. > Settings > Storage (Device section).
  2. Tap Cached data.
  3. Tap OK to confirm.

Please let me know how this goes.

Kind regards,

Jeff