Question:

My DTV is unable to load apps or shows an error message when using OTT apps or featured apps. This occurs on all Smart TV models. What could be causing this issue?

Affected Models

All Smart TV

Symptom

Cannot load apps (black screen appears) or an error message appears when running the OTT app or any other featured app

OTT: Over The Top > any online content provider that offers streaming media as a standalone. Netflix/Amazon Prime/Disney etc.

Ex: Error message is displayed when running an app

Background/Cause:

• Some apps require a certificate key, which is downloaded from the server or recorded during production
• If the certificate key data is wrong or damaged due to different reasons, app malfunction may occur
• Possible reasons: Unstable user network / App server or Samsung server issue / ISP (Internet Service Provider) firewall issue

Answer:

The inability to load apps or display error messages when using OTT or featured apps may be caused by an incorrect or damaged certificate key required by certain apps. These keys are either downloaded from servers or recorded during production. Various factors such as an unstable user network, issues with app or Samsung servers, or an ISP firewall problem might contribute to the key's corruption. To resolve this issue, consult the Factory menu's first screen to check the status of the relevant certificate key. If needed, replace the main board or gather information for server-side verification. Remember, OTT stands for Over The Top, referring to online content providers offering streaming media independently, like Netflix, Amazon Prime, or Disney+.