Skip to Contents Skip to Accessibility Help
Close

Help Library

Find help information for your LG product

  

Troubleshooting Premium Apps - TV

Troubleshooting TVs Last Updated 03/18/2017
Troubleshooting Premium Apps - TV

Note: Please make sure your firmware is up to date. For assistance updating your firmware, visit Updating Your Firmware.

Most app related issues can be solved by a few common troubleshooting steps. Start with the troubleshooting section below, or jump to another tab if you are looking for specfic information.

    • Troubleshooting

      Find general troubleshooting steps, as well as some information about specific apps such as Netflix, YouTube, and more.

    • Remove/Initialize

      When the issue is related to only one app, it can often be fixed by unistalling then re-installing the app. Use this tab for step-by-step instructions.

    • Re-Install/Re-Activate

      After removing an app, you will need to re-install it. Use this tab for step-by-step instructions about installing an app.

    • Region Settings

      When the content store won't open, when apps are not working properly, or if apps are missing, the Region Settings may need to be adjusted.

    • Factory Reset

      When all else fails, it's time to reset the tv to factory settings. Use this tab for step-by-step instructions.

    • FAQs

      If you want to bypass the guided troubleshooting, and find answers to more specific questions, visit the FAQs section.

Are you having issues with multiple apps, or just one?

If you have only tried one app, please try some others to see if the issue is happening to more than one of them.

When the issue is affecting multiple apps, these are the major items to check:

  1. Network Issues

    Network issues are most likely to cause issues with apps. Visit our Troubleshooting Your Wireless Network page for more information.

  2. Region Settings

    If the region is not set properly, authentications within apps (and the Content Store) will fail. This is due to streaming rights that apply to specific countries.

    Visit the Region Settings section of this page.

  3. Factory Reset

    If the network and region settings are correct, your next step is to try a factory reset.

    Visit the Factory Reset section of this page.


If you have tried everything above, move on to the FAQs section of this page.

Hulu Plus Users: The new Hulu App (4.14) is not currently compatible with Magic remote, so it does not respond to the pointer that appears with Magic Remote. Please use the left/right/up/down/select/back keys on the remote in order to navigate without pointer support. We apologize for the inconvenience caused if a user sees the pointer appear but cannot use it to select a tile, Hulu is working on resolving this issue ASAP and it is estimated to be fixed by the end of March. In the meantime, please use the cursor keys on the remote to navigate and select tiles within the Hulu app.

If using one of the following apps, click the link to visit the related page.


App Vendor Help Centers


For other apps:

Please use the FAQs section of this page.

How to remove 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 Region 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.

Note: If your topic is not covered here, please let me know in the feedback area below, and I will add it as soon as possible (please be as detailed as possible). Thank you.

Author-Ryan

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

Article Feedback

Q1. Overall, how satisfied were you with the usefulness of this information?
1 2 3 4 5
Q1-1. Why were you dissatisfied with the usefulness of this information?
Q2. How would you improve the information?

Characters left : 500 / 500