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Samsung Smart TV FiOS App not working

wstrow
Newbie
‎11-18-2013 10:12 AM

I have a new Samsung Smart TV with the Verizon FiOS app installed, and its not working.  When i attempt to start the app, i get the error "unable to fetch data, please exit the application and relanch".  Exiting and relanching the app does no good.  I have uninstalled and reinstalled the app 3 times, and it is stil not fixed  I updated the TV's software, then uninstalled and reinstalled the app, and its still not working.  I contacted Samsung customer service, and they could not get the app to work either.  if anyone has any suggestions, please let me know.  Thanks

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samitk
Enthusiast - Level 1
In response to wstrow
‎08-29-2014 05:09 PM

I am facing the same issue - were you able to figure out a way around it?

View solution in original post

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wstrow
Newbie
‎11-20-2013 09:27 AM

[Darth Vader voice]   I find this forum's lack of support disturbing.

No one else is having a problem with their smart tv app???

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PJL
Master - Level 3
In response to wstrow
‎11-20-2013 12:53 PM
@wstrow wrote:

[Darth Vader voice]   I find this forum's lack of support disturbing.

No one else is having a problem with their smart tv app???

Darth, don't be disturbed.  We're all just humans you know. 

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tns2
Community Leader
Community Leader
‎11-21-2013 05:34 AM

Need to try shutting off TV and starting again.

And you may be low on memory on your Samsung.  Samsung doesn't make it easy to manage the memory other than by deleting some unused apps.

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wstrow
Newbie
In response to tns2
‎11-21-2013 10:03 AM

Thanks for the helpful suggestions.  However, I've restarted the TV dozens of times, and its nowhere close to the memory maximum.  I also deleted a bunch of apps that I will not be using, and still it doesn't work.  I also forgot to mention that I've tried it with both the wired and wireless internet connection, and I have the 50/25 internet service.  

I guess I'll call customer service.

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samitk
Enthusiast - Level 1
In response to wstrow
‎08-29-2014 05:09 PM

I am facing the same issue - were you able to figure out a way around it?

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tns2
Community Leader
Community Leader
In response to samitk
‎08-30-2014 04:37 AM

Not sure why it doesn't work for you.  I have it woking on two different models (same year) TV's.  A PN51E550 and PN64E8000.

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madwizard
Newbie
In response to tns2
‎10-18-2014 11:28 PM

I'm not sure how this qualifies as "solved", since there is no action recommended.  I also have a Samsung PN64E8000 (Software version 1054) and I can't get it to work.  All I get when I start the app is the "Connecting" circle.  When I force it to go to the "Settings" menu as prescribed (I used B/Search, then Tools, then scroll to Settings) it just hangs instead of allowing me to request an Activation Code.  Is it just a matter of waiting a really long time for the "Connecting" circle to time out and then will it automatically give you an Activation Code?  If so, it might be a good idea to add that to the installation instructions for the app.

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AMB221
Newbie
‎10-19-2014 10:07 AM
Issue is definitely not solved. The app stopped working about a week ago, and nothing in the way of a fix from Verizon. I've tried everything imaginable at my end - new router, plugged in Ethernet cable rather than wifi, reinstalled app, etc, etc...very disappointed in the lack of support from verizon. The app was my primary means of watching FiOS, and this has rendered my tv virtually useless.
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jdc_va_usmc
Enthusiast - Level 2
In response to AMB221
‎10-19-2014 10:36 AM

My FIOS app stopped working on my Samsung Smart TV this past Wednesday, 15 October.  It used to work great before that, now all I get is the "Detecting Network" circle of death.  I have turned off/on TV, unplugged TV, reset FIOS router, re-installed FIOS app, etc. 

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CRobGauth
Community Leader
Community Leader
In response to jdc_va_usmc
‎10-19-2014 12:42 PM

I have Quantum and have the same issue.

Does anyone haw older STB/DVR with the issue?

Trying to figure out if it is just Qunatum related or generally not working.

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dscotten
Enthusiast - Level 1
In response to CRobGauth
‎10-19-2014 10:13 PM

My app does not work either. I am thinking that FIOS simply wants  folks to buy extra plans and/or sell extra bandwith, or Samsung's apps simply don't work. I think I am sorry now that I have bought those tvs. Does anyone know what to do with this issue?

@CRobGauth wrote:

I have Quantum and have the same issue.

Does anyone haw older STB/DVR with the issue?

Trying to figure out if it is just Qunatum related or generally not working.

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tns2
Community Leader
Community Leader
In response to jdc_va_usmc
‎10-20-2014 06:18 AM

Yes I also noted it has suddenly stopped working.  Hopefully temporary.  It was working back in September and when I previously  posted back in August.

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marissabee
Newbie
In response to tns2
‎10-21-2014 09:12 AM

Same here, since last week.  "Detecting Network" never finishes.

All other apps on the TV work fine, network connectivity from the TV is good (Netflix, Pandora, etc)

Reset TV, reinstalled the app, tried ethernet/wifi, etc.  No change.  FiOS set top boxes in the house work fine, and curiously the FiOS app for android is able to stream just fine over the same network.

The app info says to contact ce-support@one.verizon.com so I will try there as well and post here if I get a reply.

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dscotten
Enthusiast - Level 1
In response to marissabee
‎10-21-2014 12:12 PM

Thanks for the email address, also! My APP doesn't work either and there have been no changes. Samsung did not respond and I am also writing Verizon as well.

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jdc_va_usmc
Enthusiast - Level 2
In response to dscotten
‎10-21-2014 02:19 PM

I spent almost two hours on the computer and then phone with Samsung tech support last night, and once I got to Tier III support at Samsung, they immediately acknowledged that this is a known issue with the Verizon FIOS app, and they (Samsung) are pressing Verizon for a solution. 

Even though it is a known issue, the Tier III tech took about 40 minutes of his time to remotely access my Smart TV, reset the Smart Hub, ensure my firmware and software were up to date, checked all my network settings, reinstalled the Verizon app, and did some other tricks to try to get it to work. 

In the end, nothing worked to fix the Verizon FIOS app, still getting the "Detecting Network" error, although my Smart TV is nice and up to date now.  I was actually pleasantly surprised by the level of assistance provided by Samsung.


BOTTOM LINE, this is a VERIZON ISSUE, and we all need to keep pressing Verizon for a solution.

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Noc1
Newbie
In response to jdc_va_usmc
‎10-21-2014 05:03 PM

Having the same problem as posted with my Samsung smart TV. Detecting network........

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rburton12
Enthusiast - Level 2
In response to Noc1
‎10-25-2014 08:12 AM

I am also having the same issue, hanging on detecting network.  Does not seem like anything is being done to correct.

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dscotten
Enthusiast - Level 1
In response to rburton12
‎10-25-2014 08:38 AM

Yes, I tried to get a hold of Verizon as well. I tried the chat and the email as well. They appear to be unresponsive to our comments. Does anyone else have any ideas?


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tns2
Community Leader
Community Leader
In response to dscotten
‎10-25-2014 09:54 AM

Some Verizon people are looking at it.  Not sure they have any handle on the problem yet.  Especially as we have at least one person posting in another thread that it still is working for them.

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Fatboy20041
Enthusiast - Level 1
In response to dscotten
‎11-06-2014 05:20 AM

I spoke to Samsung last night and the app has been pulled from the menu.  It was deleted from the Smart Hub and when I looked to download it again, it was missing.

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