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Richard
Richard, Technician
Category: TV
Satisfied Customers: 58343
Experience:  TV Engineer
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I can not get amazon prime video on my Samsung smart tv.I go

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I can not get amazon prime video on my Samsung smart tv.I go to Samsung apps and(error-code-012) comes on.
JA: Can you guesstimate how old your Samsung is? And just to clarify, what's the exact model?
Customer: About six year old .model no ue37es5500k
JA: Do you plan on doing the work yourself?
Customer: yes
JA: Anything else we should know to help you best?
Customer: no idea.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

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Can you please remove the power to the TV (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the TV, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 5 months ago.
no still not working

Follow the steps here to reset the TV

https://www.samsung.com/au/support/tv-audio-video/smart-tv-how-to-perform-a-factory-data-reset/

Once done, tell me how the app then functions please

Richard and other TV Specialists are ready to help you

The call gives a block message when calling, did you do the reset as instructed?

Customer: replied 5 months ago.
Ok