PROBLEM :

Netflix cannot connect to TV

SOLUTION

-AGENT ONLY-

If the customer states that Netflix cannot connect on their TV, perform the following steps:

1. Check the network status and make sure it passes the connection test.
   
   
2. Check if other apps work.
   
   
3. Check if Netflix works on a PC or other devices.
   
   
4. Check if the internet connection is working on a PC or other devices.

Below are the different scenarios that could be causing issues as well the steps needed to fix the problem.

Case 1: TV problem

1. On the Smart Hub, select Tool, and then select Settings.
   
   
2. Select About Smart Hub, and then select Detail.
   
   
3. Check the ESN number. If the number does not exist, reset the Smart Hub.

Case 2: Wi-Fi router problem

1. Go to the Wi-Fi router settings and check for a firewall
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2. If the firewall is enabled, please disable the firewall.

Case 3: ISP problem

1. Manually set the DNS server to 8.8.8.8 or 8.8.4.4
   
   
2. If this does not work, advise the customer to call Netflix directly.
   
   
3. Netflix will contact the ISP.