Stuck in an endless "Installing..." state when accessing SmartHub or Netflix
My BD-D5700's firmware version is now BSP-D5700ZA-1029.0, according to the settings screen. It had been working mostly fine (I usually have to power it up twice, because the first time after not using it for a day, it doesn't seem to sync up with the LG HD tv until I power it off and on again -- this happens about 75% of the time, but I digress) up until last Friday. Then, I went to run Netflix and it went to the blank screen, as normal, but instead of "Connecting..." in the top right corner, it said "Installing..."
, with the little wait circular symbol spinning around next to it.
I waited about 20 minutes, and then turned it off. The next day, I tried it again, and got the same "Installing..." thing, and let it run about 3+ hours, but it just stayed there.
I found this thread for the newer BD-E5700 model, describing the problem I'm having:
I found another link somewhere that said the hard resets that Samsung tells you to do, either don't work, or only work temporarily. The only way I could make this work, was to unplug the unit and plug it back in. Then, when I powered it on, I could get to Netflix. However, the next time I powered it back on (without unplugging it first), I would get the "Installing..." situation again. But unplugging it would again fix it (once) for the next session.
I got tired of unplugging/re-plugging it, so I called Samsung customer service. After being on hold for about 15 minutes, a nice lady came on and I described my problem (while it was at the point doing the "Installing..." thing), and she said to hold down the Stop "button" on the front face of the unit for 8 seconds. I did that, and then the "Installing..." text was still there, but the little symbol stopped spinning. She also said to take out any DVD or Blu-Ray disc in there, which I'd already done.
She bumped me up to her supervisor, who said my unit was out of warranty, but I politely told her that I hadn't mistreated this unit and that it was working fine up until Friday (and updating itself with firmware upgrades okay), and she went ahead and extended my warranty and e-mailed me a return-label. I shipped it off via UPS today. She said it would take about 10 days for them to repair it and get it back to me.
I'll let y'all know how it goes.
Here's the other link I saw:
"Smart Hub issues
by Samsung_HD_Tech Samsung staff - 5/21/12 7:38 AM
In Reply to: I have the same issue with the Smarthub function by tedpath
For all users commenting in this thread that are experiencing the issues using Smart Hub
on their Samsung devices, please be aware that this issue is still being investigated by
Samsung engineers. They are working hard to identify and fix the issue. We thank you
for purchasing Samsung products and keeping us informed.
-- HD Tech"Edited by Windmilltilter - 9/6/12 at 7:13pm