Sunday, December 18, 2011

LG TV Quirks

After reading the manual for my LG 55LW5700 (Costco's model number that is roughly the same TV as the 55LW5600 sold elsewhere), searching LG's web site, and the Netflix web site, and finding no help, I thought it might be worthwhile to post what I finally discovered by accident.

The problem was that the Netflix app on the LG TV would load, and would show my "watch instantly" queue, and would let me select something to watch, but then no matter what I picked, it would show an error message saying "We're having trouble playing this title right now.  Try again later or try a different title." (or something along those lines).

Called Netflix and they gave me the old reliable "Unplug the TV and plug it back in."  Not surprisingly, that didn't work.  Then they launched into a "Deactivate Netflix" procedure that must apply to older LG televisions, because it bore no resemblance to the buttons, menu options, or features on the LW5700 ( LW5600).  They offered to deactivate ALL of the Netflix ready devices on my account (meaning I'd have to type in an email and password again on all the others that were still working fine... a painful process at best, using the on-screen scroll and click "keyboards").  So I declined and continued searching for how to deactivate Netflix only on the LG TV.  Incidentally Netflix, couldn't you set up a way to deactivate only one device from the Netflix end???  Obviously you have a record of which individual devices are activated.  Why do you offer only the "nuke 'em all" option??? That's weak!!!

So after fumbling around and looking under every proverbial rock in the menus on the LG TV, I finally found the option to deactivate / unregister the Netflix account, only on that device, and without resetting the entire set of custom settings on the TV (which would have also been painful to set up again from scratch).  So for anyone else who is looking for it... here's how...

  1. Push the "Home" button on the remote.
  2. Scroll around to the "Setup" button on the screen - click it.
  3. Scroll down to the "NETWORK" (Globe Icon) - click it
  4. Scroll down to the "Smart TV Setting" item in the list - click it
  5. Scroll down to the "Reset" button - click it
  6. Scroll down to "Netflix Deactivation" - click it
  7. Push the "Exit" button on the remote.
  8. Push the "Premium" button on the remote.
  9. Scroll around to the "Netflix" icon - click it.
  10. Re-enter username and password using the lame on-screen "keyboard."  (but don't pause for very long because the LG TV might time out and make you start over).
  11. Cross your fingers and hope that Netflix is working again and that it doesn't flake out again and force you to do the whole thing again.

73 comments:

Chili said...

THANK YOU!! I have exact same TV (just got it for X-Mas) and after 2 days of Happy Netflixing, same issue - weird error that title not avail and try a diiferent one. None of the titles worked for over 24 hours on LG but worked fine on Computer and on Son's PS3. Your step by step directions fixed in 3 min flat. Thank you again!!

Best Regards and Happy Holidays,
Charly

Dan said...

I was just on the line with Netflix with the exact same problem. There actually is now a way to deactivate your LG TV from within the Netflix app. From the box-art page, hit the following sequence on your remote:
Up, Up, Down, Down, Left, Left, Right, Right, Up, Up, Up, Up.

This should bring you to a page that will allow you to deactivate the TV app.

Dan said...

Sorry, I think I misremembered that. It was either that sequence, or the directional pad part of the old Contra code followed by four Ups

Dunyazade said...

Thanks! That's just what I needed to deactivate a house guest's Netflix account, which we were testing, and hook the TV up to our own new account.

Ira said...

This worked for me. Thanks a lot for saving hours of my time.

Valerie said...

Thanks! LG's own website fails to answer this one correctly, instead suggesting a firmware upgrade (which is what seems to cause the problem!)

Josh Boster said...

Thanks dude! You saved me a lot of time. This same thing happened with my 2 week old lg 3d led wifi tv and you fixed it!!!

Raj said...

Thanks a lot ! ..resolved my issue at the first try.

Regards,
Raj

stephanisteele said...

Thanks so much! We've had this problem for a week or two and are so glad to have found a way to fix it.

Canadian 504 said...

Netflix are such idiots. Why don't they have this in their list of possible fixes? They left it to you the customer to figure it out. Good work and thanks for passing it on to the rest of us.

Katie said...

THANK YOU!! I tried all sorts of things, then found your instructions. Followed them exactly and solved my problem! Thanks so much for taking the time to post this online to help those of us with an LG TV.

Noor said...

Thank you so much .. it really worked!

Mark said...

Thanks! Netflix blamed my network (despite other devices working fine), LG wasn't any help. The current version of software obviously has some bug that gets the Netflix app stuck in a state where it won't play even though it will show the queue.

Unknown said...

Thank you... that was a wierd one. It is nice when people share the knowledge!

H2W said...

LG 55LW5700-UE here (Costco LG TV). I just sideloaded firmware 04.02.62 (from 04.02.28)in hopes that it would resolve this exact problem. No dice. Didn't even try Netflix or LG support, figured a net search would return better information. However I am surprised that neither LG or Netflix don't have this in their FAQ/FIX database by now for their technical staff.

Dragon said...

Thank you so much. The fix worked on my LG 55LW5600 TV too.

I hope LG support knows about this fix

Michelle said...

You are a life saver... worked like a charm after NetFlix and LG support FAIL.

Thanks! Glenn

Gabriel said...

I googled the symptom, came up with this, and it fixed the problem! Thanks dude!

Pauli said...

This is THE way to fix the Netflix "we're having trouble playing this title" on an LG television. Thanks for posting this.

Laura said...

Worked on the first try! Thank you!!

mrm04 said...

You rock! This problem just hit me last night and I ignored it, thinking it was a temp. glitch. So grateful!

GG said...

Thank you so much! you have saved me a ton of time

Dan said...

You are a tech-workaround, blog-posting GOD. Thank you!!!

Mary said...

Thank you!!!

Joel said...

Why doesn't LG do something about this issue. It happens over and over. Netflix is integrated into the smart app but does not work flawlessly? All these firmware updates and we're left doing this all the time?

Whirly said...

Joel,

I feel the same way about it. The LG display hardware is exceptional, but the built in software leaves quite a bit to be desired. The other huge annoyance I have experienced with this particular LG set is that the DLNA video player doesn't understand the anamorphic aspect ratio flag in video content so it doesn't play video the right size from content recoded from DVD. See: https://trac.handbrake.fr/wiki/AnamorphicGuide for an explanation. My other DLNA devices handle the content perfectly. The only way this will ever get LG's attention is if people who are annoyed by these things complain directly to LG and Netflix, and post negative reviews of the TV in as many places as possible to warn others before they make a purchase.

Movoto Team said...

Thanks - I was looking forward to hours of chasing down LG and Netflix support and this was the first post that I found on Google. Worked on the 2nd try (I think because my wife was on NF on the computer in desperation :-)

Unknown said...

Thanks so much!! Just what I needed today to fix the problem.

Phillip Remaker said...

I have another Netflix observation on the LG TV model 47LW5600. Every 17 days, without exception, it forgets the Netflix login and I have to log in again. I have been logging it and saw it 4 times now. I am now running 4.03.02 software and am working with LG Executive Support at this point. They can't explain it. Does anyone else have to (seemingly randomly) have to re-login to Netflix? Keep a log, I bet it happens every 17 days.

Whirly said...

We have noticed that it forces a re-authentication on occasion, but haven't timed it to 17 days. Seems like it started making us do that after the last firmware update that was forced upon us by constant nagging until we complied.

Chili said...

Similar problem but not sure on frequency. Seems to me following happened:

- got several messages about every 2 weeks asking "Are you a member?" meaning forgot password and I would need to reset.

- Resets seemed to go away for a month or two but I now had new annoying msg everytime I launched Netflix "A newer software version is detected.". OK or Close (or something like that). This eventualy went away and I had smooth Netflixing for a mo or so.

- Recencly notified new version available, and downloaded. I know have Ver 04.03.02 as well but annoying "A newer software version detected..." msg back. :-/

Anyone else experience similar?

Fyi, I have had tv for 5 mo's or so since around beginning of 2012.

Unknown said...

Thank you for posting this. Saved me too!

47LV5400
firmware 04.03.02

Updated a couple weeks ago
It has forgotten my Netflix two times, a week ago and again today.

After re-entering it today, it started this "Cannot play at this time" behavior. No way around it other than this reset solution.

Thanks again.

Unknown said...

Thank you Thank you Thank you

rk said...

dude. thanks. i spent hours and then google it for lg.

Thanks.

furman87 said...

Worked for me, thank you! My LG tv had slightly different menus to get to the part where you deactivate Netflix, but your instructions were good enough to get me there. Everything is working fine...

Ulysses Bloomsday said...

Many thankyous from The Bloomsday Device

Unknown said...

Anyone figure out how to do this for the lg lm6700? I haven't had luck, but I qm having the same problem for about a week.

Roger Gonnering said...

I have an LG 47LM62. I get the "We're having trouble playing this title..." message when playing Netflix. YoutTube works on this TV, so the internet is OK. Netflix works on a Blu-Ray on another TV, so Netflix works. That leaves the TV. I have done everything I can think of: change IP address, power down, unplug TV.

Does anyone have any ideas?

deep said...

Thank you!! That worked like a charm for me - LG Infinia 55LW5600.

Roger Gonnering said...

As previously mentioned, I have an LG 47LM62. I get the "We're having trouble playing this title..." message when playing Netflix. YoutTube works on this TV, so the internet is OK. Netflix works on a Blu-Ray on another TV, so Netflix works. That leaves the TV.

Here's what works for me.

Check Network Connection
------------------------
1-Press Home or Menu to access the Home menu.
2-Press the Navigation buttons to scroll to Settings and press ENTER.
3-Press Network Status
4-If connected, it should display
MAC Address, IP Address, Subnet, Gateway, DNS Server

Restart Network Connection
--------------------------
1-Press Home or Menu to access the Home menu.
2-Press the Navigation buttons to scroll to Settings and press ENTER.
3-Press Network Connection
4-Press Start Connection
5-Wireless

Restart Netfix
--------------
1-Press Home or Menu to access the Home menu.
2-Press the Navigation buttons to scroll to OPTIONS and press ENTER.
3-Press Smart TV Settings' under the 'Option' Menu.
4-Reset
5-Deactivate Netflix
6-When you are finished, press EXIT.

To Reactivate, do 'HOME', then click on Netflix

montryjack said...

You're awesome. I have been fighting this issue for 2 days. I was getting no where with the vendors. Thanks a million.

Jen said...

Thanks so much, this worked perfectly for me. Thank God you showed up first in Google!

Clayton Wetzel said...

THANK YOU!!! I have been using my LG Blueray for the last 4 months... I guess I just got lucky on my most recent google search... your directions were spot on!

cindy stewart said...

Thank you so much for your help. I was getting mad that I could not enjoy my new television watching movies.
This fixed the issue and I no longer want to throw the tv out of the window. lol

Cindy

daggerhart4 said...

You are freaking awesome....worked first try!!

test said...

Given that there are a bazillion devices that don't lose the authentication token every two weeks, I'm inclined to blame LG for this.

Whirly said...

The trouble with blaming LG is that they probably just bundle up a NetFlix app, that NetFlix probably WROTE, in the TV firmware. I've actually also seen some noise about the NetFlix app losing its memory on other devices too.

corie Dizol said...

My problem is every night between 8 and 10 when I am watching a show on Netflix it stops right in the middle and gives me the error message that is unable to play at this time. And I does it numerous times throughout the night every night! I have to reset the tv every time and some times more than once in order to get it to play. My tv is a lg smart tv. No one can tell me why this happens every night, not AT&T, Netflix, or lg.

DivaofDanger said...

Thank you kindly!!! =)

Xeno Pap said...

I have a new LG 42LS5700 and on the Home page of Netflix there is no queue,and only few movies!!!!
On my computer and my sony tv there is queue and movies that does not exist on LG Netflix, WHY?????

THanks
Xeno

Sonja Rusch said...

Thank you!!!

velixzeen said...

Netflix support said they are having trouble with Samsung tv's too. The up, down, up, down, etc to reset no longer works on our LG tv. Thanks to the author of this blog for finding where to reset netflix.

Lori said...

Thank you!!!! Worked perfect!!! So easy with your directions. I am thankful you shared!!!

ATCMILW said...

LG 55LM6400 is a little different in that you have to go to the HOME icon, SETTINGS, OPTION, scroll down to SMART TV SETTING, click on RESET then you will see NETFLIX DEACTIVATION, click on that and hit OK. Then go to Netflix in the home screen and reactivate to your account.

Ahmed Mohamed said...

That worked for me as well!! Thank you! I didn't know where to begin at first, so I searched google and came across this blog site. I was hesitating to call LG or Nexflix, you know how long it takes to get someone to help you. Well done, My TV, I went to settings, options then SmartTV settings.

jane dizazzo said...

Hi, I tried all the things that were listed and it still happens all the time, about once a week or so, so I did a live chat and it worked and I hope this will be a final solution but maybe this will help.
Logo
Ana: Hello Jane DiZazzo. Welcome to LG Electronics U.S.A. Support only. How may I provide you with excellent service today?
Ana: Hi Jane, Welcome to LG Electronics U.S.A. Support only. How may I assist you today? Jane DiZazzo: I am getting a TVP 805 error every few days when I try to watch a NETFLIX movie. My internet is working fine, I upgraded my system one week ago and it worked for a few days and started again. I already deactivated NETFLIX and relogged in and it is still happening. This seems to happen every few days. And it is time consuming to go through the whole process every few days. Does LG know how to stop this from happening? Ana: I am sorry to hear about this. May I please have the current software update in the unit ? Jane DiZazzo: not sure how to tell what that is? What is the easiest way to find that out? Ana: Please go to: home, setup, others, software - information and please let me know the main version listed there Jane DiZazzo: hb.8.97.416 h90378(h09lgn) Ana: Thank you, one moment please Ana: Thank you for waiting, the unit is currently using the latest update. We can attempt to deactivate Netflix again, then take the player to factory set and hard reset it before we test it with a few titles in Netflix Jane DiZazzo: ok Ana: Let me give you the steps. Please deactivate the Netflix app and take the unit factory settings, proceed to hard reset it to test the unit after that. Ana: To deactivate Netflix please go to: home, setup, network - Netflix - deactivate. Please proceed to take the player to factory settings. To do so please go to home, setup, others, initialize - factory set. Ana: After that please turn it off and disconnect it from the power outlet, when it is disconnected press and hold the power button in the unit itself for 30 seconds, then reconnect it. Ana: Then please turn it back on, please make sure to re-set your internet connection before you go back to the Premium and test the apps.

this worked so hopefully it won't happen again.

legacydude said...

hallelujah, praise the Lord. I haven't tried this remedy yet, but havw
e the exact same problem yesterday and Netflix works fine on our laptops and Wii for another tv in the house.
Netflix was incredibly nice and friendly when I called, but also incredibly inept in their "solution".
I'll post later after trying this solution.
Thanks for posting!

Showingup said...

This worked perfectly. Thanks very much!!

legacydude said...

Funny, i just saw my last post from Dec 30, 2012 and this worked like a charm again!

Now I know not to get ticked again and just come to this NOW bookmarked site.
Thanks a ton!

Bob said...

Thanks so much. It worked very well, and save me lots of time.

Paul Dominguez said...

I love you dude!!

Bryan said...

Perfection!

Hug Me said...

Thank you!! You rock!! This fixed it right up!

Dane Fenner said...

Great post really really helpful

Rachel Young said...

We are having trouble with our Netflix app. I tried to follow these instructions but when I went to the Home page I cannot find the "Setup" button? I have a settings but cannot find Setup. Help?

Whirly said...

Rachel Young - It sounds like you have a different model TV. Search around in the menus until you find the option to "Deactivate Netflix" and then post another comment here saying where you found it and what model LG TV you have. Others may be having the same issue if LG redesigned their menus in some newer TVs.

bianca said...

Thank you, worked great! :)

John Behring said...

Here is a video on how to fix this problem..

http://www.youtube.com/watch?v=sB-B0ryShM0

Whirly said...

Just want to make it clear that the video link in the comment from John Behring is not mine (i.e. not Whirly's). It shows an alternative way to deactivate the Netflix app when you're actually _in_ the Netflix app.

c hart said...

Thank you, thank you, thank you!

Luis Perez said...

2014 and you are still helping people out thank you so much =)

Stephen Peel said...

Thank you so much. Seems like Netflix should recognize this problem and prompt you to follow this procedure.

Jon Mitch said...

Dude great call! Never would've got this. Thanks! Worked like a champ!