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Troubleshooting the Netflix App - TV

  • Troubleshooting - Applications
  • Netflix - Activation, Speed Requirements & General Operation
  • Troubleshooting
  • TVs
  • Last Updated 03/07/2017
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Note: The Netflix user interface is subject to change at any time. For questions about placement of buttons, content, or menus, visit the Netflix Help Center, or call Netflix at 1-866-579-7172.

Most Netflix related issues can be solved by a few troubleshooting steps.

  1. Check your network

    In any situation where the Internet is involved, or required, resetting your network should be the first step. Unplug your modem, router, and tv, then plug them back in (1. Modem, 2. Router, 3. TV).

    You can find more detailed network troubleshooting by visiting Troubleshooting Your Wireless Network.

  2. Check your firmware

    Apps live on top of firmware, but get updates separately. If the app has been updated, but the firmware has not, issues can arise.

    For assistance updating your firmware, visit Updating Your Firmware.

  3. Uninstall the app

    Sometimes files or caches can become corrupt (which sounds worse than it is). Deleting the app will remove the associated files.

    For step-by-step instructions to uninstall an app, use the Uninstall section of this page.

  4. Install the app back

    Once the app has been deleted, visit the content store to install it again.

    For step-by-step instructions to uninstall an app, use the Install section of this page.

  5. Check location settings

    Streaming content is viewable based on licenses contracted between owners and providers. If your tv's location settings are incorrect, content may not be available.

    For step-by-step instructions to uninstall an app, use the Location Settings section of this page.

  6. Reset the tv

    If all else fails, perform a factory reset on the tv.

    For step-by-step instructions to uninstall an app, use the Factory Reset section of this page.

  7. Check the FAQs

    For some questions/topics that we have heard from other customers, or from scouring the web, use the FAQs section of this page.

How to uninstall apps from webOS

Press the Home/Smart  button on your remote to bring up your launcher bar.

Click the More Apps button near the bottom-right corner.

Hover the pointer over the app you're having trouble with, then click the upward facing arrow above it.

Now the app will move freely, and an x with a skull will appear. Click the skull/x symbol.

Confirm the removal by clicking OK, then move on to Re-Install/Re-Activate Premium Apps.

Back Next Home

How to deactivate/initialize apps on Netcast

Press the Home/Smart  button on your remote, then select Premium Apps near the top-center.

There are four colored buttons near the bottom of your Remote, press the Green button.

From here you have two options:
1. Choose Deactivation to be signed out of the app; any saved login information will be forgotten.

Choose Initialization of Premium to revert all Premium Apps back to stock. Most Premium App updates are bundled with firmware updates. This option will remove any updates released separately from firmware updates.

Choose Yes to allow the initialization.

Wait for the TV to restart.

Move on to the Re-Activate Premium Apps section.

Back Next Home

How to install apps on webOS

Press the Home/Smart  button on your remote to bring up your launcher bar.

Click the More Apps button near the bottom-right corner.

Open the LG Content Store App.

Choose Premium from the menu on the right.

Find your app in the LG Content Store, then choose Install.

Back Next Home

How to activate apps on Netcast

Press the Home/Smart  button on your remote, then select Premium Apps near the top-center.

Open the app, then Sign-in if the app requires it.

If any updates are available for your Premium Apps, your TV will automatically download and install them.
If this doesn't solve your issue, continue the Troubleshooting section.

Back Next Home

How to change Location Settings on webOS

Press the Home/Smart  button on your remote to bring up your launcher bar.

Click the Settings icon in the top-right.

Choose the All Settings option at the bottom.

Choose the General menu from the left.

Choose Location, then select Service Area Zip Code.

Enter your zip code, then click Enter. Your location information will update automatically.

Back Next Home

How to reset the tv to factory settings on webOS

Press the Home/Smart  button on your remote, then click the Settings icon in the top-right.

Select General on the left, then Reset to Initial Settings on the right.

Enter your TV password if you have one set, let the TV restart, then go through the initial setup wizard. For assistance with the setup wizard, visit Initial webOS Setup Wizard.

Back Next Home

How to reset the tv to factory settings on Netcast

Press the Home/Smart  button on your remote, then select Settings near the bottom-left.

Select the Option menu on the left, then Initial Setting on the right.

Enter your TV password if you have one set.

Read the disclaimer, then if you accept the terms, click Yes and the TV will revert to factory settings.

Back Next Home

Note: Before troubleshooting, make sure your apps are up to date. You can check for updates in the Content Store. Or make sure the app is fully closed, and you will be automatically prompted to update when you re-open it.

  • This is where things can be a bit confusing.

    • webOS 1.0

      When you turn off the tv, all apps are automatically closed.

    • webOS 2.0

      From the launcher, on the bottom left, click the Recent Apps button. From here, hover over an app, then click the X above it.

    • webOS 3.0

      If the app will open:

      1. Open the app.

      2. Press the Home  button on your remote to return to the launcher.

      3. At the top of the screen, the title of the app is displayed.

      4. Hover over the title, then click the X that appears to the left of the title.

      If the app will not open, it will need to be removed, then re-installed.

      Visit the Remove/Initialize section of this page.

  • Visit the Remove/Initialize section of this page.

  • This is usually related to Region settings.

    Visit the Region Settings section of this page.

  • These types of issues may mean that the app requires an update, or in some cases, the system may need an update.

    The first thing to try is removing the app, then re-installing it from the Content Store.

    Visit the Remove/Initialize section of this page.


    If that doesn't work, you can try a factory reset on the tv.

    Visit the Factory Reset section of this page.


    If the issue is not resolved after trying the suggestions above, Contact Us or the app provider for further assistance.

  • If you have forgotten your username or password (or if they aren't working), Netflix provides a Forgot Password? button to help you.

    • Click Sign In

      Click the Sign In button to enter the sign-in page.

    • Click Forgot Password

      Click the Forgot Password button to start the process.

  • A DNS server converts the web adress name (www.google.com), into a web address ip (74.125.224.72). Like any other server, sometimes DNS servers go down, and devices get confused.

    Your best bet to resolve this issue is to set your DNS locations manually. Luckily, Google hosts public DNS servers for anyone to use.

    Google's public DNS servers are 8.8.8.8 and 8.8.4.4.

    How to set your DNS manually

    Press the Home/Smart  button on your remote to bring up your launcher bar.

    Click the Settings icon in the top-right.

    Choose the All Settings option at the bottom.

    Choose the Network menu from the left.

    Choose Wi-Fi Connection.

    Note: In this menu, your network should have a checkmark

    Choose Advanced Wi-Fi Settings at the bottom

    Click the Edit button.

    Uncheck the box labelled Set Automatically.

    Click in the box labelled DNS Server and enter 8.8.8.8, then click Connect.

    Back Next Home
  • If the keyboard does not appear when you need to input text, follow the steps below.

    Troubleshooting No Keyboard:

    • Hover the mouse pointer over the box you wish to type in, then press the OK button.

      Note: Make sure to click near the left side of the box.

    • Turn the TV off then back on.

    • Try to open the Content Store, then click the Search feature.

    • If the keyboard appears in the Content Store, the issue is with the Netflix App.

    • If the issue is with the Netflix App, try to uninstall and reinstall the App. To do so, start with the Uninstall section of this page.

    • If the issue persists, Contact Us.

  • To change, edit, or add a profile, follow the steps below.

    Profile Help:

    • Go to the top

      Scroll to the top of the Netflix main screen. This will be an area above all of the videos, so keep pressing the up button!

      Note: If you're viewing the details of a video, you may need to press the Back button to return to the main App screen.

    • Click profile

      At the top of the Netflix home screen, there will be a menu area. Click on the Profile icon to open the profile menu.

    • Click the one you want

      From the Profile menu, simply click the profile you want to switch to. To Edit or Add a profile, click the appropriate button (see the image below).

  • Netflix provides an Instant Queue, where you can store titles that you intend to watch so you don't have to search for them later.

    To access your Instant Queue (My List), simply scroll up on the Netflix main screen. The list is above the menu items.

  • To log out or switch accounts, follow the steps below.

    1. Go to the top

      Scroll to the top of the Netflix main screen. This will be an area above all of the videos, so keep pressing the up button!

      Note: If you're viewing the details of a video, you may need to press the Back button to return to the main App screen.

    2. Click the gear icon

      At the top of the Netflix home screen, there will be a menu area. Click on the Gear icon to open the settings menu.

    3. Click Sign Out

      From the Settings menu, click Sign Out.

  • If you are unable to find the Netflix App, it may not be in the main launcher. To locate the extended launcher:

    1. Press the Smart  button on your remote.

    2. Then click the More  icon near the bottom right.

    3. Hover the pointer near the left or right side of the screen to scroll this menu.

    4. If the Netflix App does not appear anywhere in this list, you may need to download the app.

    5. Open the LG Store App, search for Netflix, then choose Install.

  • If you are able to locate the Netflix App, but are unable to open when clicking, follow the steps below:

    • Turn the TV off, then back on.

    • Try to open other Apps. If no Apps will open, Contact Us.

    • If Netflix is the only App that won't open, uninstall then reinstall the App. To do so:

      1. Press the Smart  button on your remote.

      2. Then click the More  icon near the bottom right.

      3. Hover the pointer over the the Netflix App and a small x will appear above it. Click the x.

      4. Open the LG Store App, search for Netflix, then choose Install.

    • If the issue persists, Contact Us.

  • If the remote pointer does not appear on your screen, follow the steps below:

    • Replace the batteries in the remote.

    • Turn the TV off, then back on.

    • Try to use the remote outside of the Netflix App. If the pointer doesn't appear anywhere, Contact Us.

    • If Netflix is the only App that won't show the pointer, uninstall then reinstall the App. To do so:

      1. Press the Smart  button on your remote.

      2. Then click the More  icon near the bottom right.

      3. Hover the pointer over the the Netflix App and a small x will appear above it. Click the x.

      4. Open the LG Store App, search for Netflix, then choose Install.

    • If the issue persists, Contact Us.

  • If the TV will not respond at all (to remote nor TV buttons), Contact Us.

Author-Ryan

Ryan is a Home Electronics expert and author of this help library article. Please leave him feedback below about the page.

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