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Troubleshooting Premium Apps - TV

Troubleshooting Commercial TVs, Healthcare TVs, Hospitality TVs, TVs Last Updated 01/29/2016
Troubleshooting Premium Apps - TV

Smart shouldn’t be difficult. LG Smart TV* makes it easy to connect to premium content from providers like Netflix®, Hulu Plus® and YouTube®. In rare cases, issues may arise with your Smart content. To troubleshoot Premium Applications, start by choosing your TV type from the images below.

*Internet connection & some subscriptions required and sold separately. Content and services vary by product and are subject to change without notice.

Note: The YouTube app may not work on some of our older models. For more information visit, YouTube App No Longer Works.

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


Troubleshooting (webOS)

  1. Do you see an error code? Yes No
    • Try typing the error code into a web search, or visiting the app vendor's website to search for the code.
    • If the code is network related, please visit Setting Up Your Wireless Network.
    • If the code returns an Unspecified Error, please change your answer above to No.
    • For all app specific error codes, follow the app vendor's troubleshooting steps.
  2. Are you having trouble finding an app in the LG Store? Yes No
  3. Were you charged more than once for an app? Yes No
  4. Inability to find apps in the store is often a result of incorrect location settings. Many apps are specific to certain regions.

    • Press the Home/Smart  button on your remote, then click the Settings icon in the top-right.
      picture test image
    • Choose General from the left, then Location on the right.
      picture test image
    • For the best results in the region you reside in, enter your Service Area Zip Code and leave the box checked for Service Country Setting Auto.
    • If you prefer, you can uncheck Service Country Setting Auto, and manually adjust the LG Services Country.
    • If the issue persists, Contact Us.
  5. If your purchase was made through the LG Store and not directly through an app vendor (such as Netflix®'s monthly subscription cost), please visit lgappstv.com.

  6. Is streaming video buffering/loading for too long? Yes No
  7. This is most likely due to a weak Wi-Fi signal or low bandwidth.

    • Try to restart your modem, router, and TV (unplug them, then plug them back in). If you have a separate modem and router, it may be best to plug the modem in first, let it establish a signal, then plug in the router and TV.
    • Try to connect the TV directly to the modem or router using an ethernet cable.
    • If videos load quickly while connected with ethernet, your Wi-Fi signal to the TV is not strong enough.
      • Consider moving the router closer to the TV.
      • Wi-Fi is a radio frequency transmission and can be interfered with by other radio frequency devices operating at the same frequency. Possible interference could be caused by other Wi-Fi networks (especially problematic in apartment complexes with several routers), cordless phones operating at 2.4GHz, microwaves, and more.
      • Consider using a 5GHz router (check your user's manual for compatibility).
    • If videos continue to buffer on an ethernet connection, your bandwidth may be too low to support the devices you have connected. In this case, contact your ISP (Internet Service Provider) for additional assistance.
    • If the issue persists, Contact Us.
  8. For all other issues, try the following:

    • Fully exit the app.
      1. Press the Home/Smart  button on your remote to bring up your launcher bar.
        picture test image
      2. Press the Recent Applications button near the bottom-left.
        picture test image
      3. Hover above the troublesome app, then click the skull/x symbol.
        picture test image
    • Turn the TV off, then back on.
    • Try to Remove the app, then Re-Install it.
    • Try to Initialize the TV to Factory Settings.
    • If the issue persists, Contact Us.

Remove Premium Apps (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

Re-Install Premium Apps (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 Store App.
Choose Premium from the menu on the right.
Find your app in the LG Store, then choose Install.
Back Next Home

Initialize the TV to Factory Settings (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

Troubleshooting (webOS 2.0)

  1. Do you see an error code? Yes No
    • Try typing the error code into a web search, or visiting the app vendor's website to search for the code.
    • If the code is network related, please visit Setting Up Your Wireless Network.
    • If the code returns an Unspecified Error, please change your answer above to No.
    • For all app specific error codes, follow the app vendor's troubleshooting steps.
  2. Are you having trouble finding an app in the LG Content Store? Yes No
  3. Were you charged more than once for an app? Yes No
  4. Inability to find apps in the store is often a result of incorrect location settings. Many apps are specific to certain regions.

    • Press the Home/Smart  button on your remote, then click the Settings icon in the top-right.
      picture test image
    • Choose General from the left, then Location on the right.
      picture test image
    • For the best results in the region you reside in, enter your Service Area Zip Code and leave the box checked for Service Country Setting Auto.
    • If you prefer, you can uncheck Service Country Setting Auto, and manually adjust the LG Services Country.
    • If the issue persists, Contact Us.
  5. If your purchase was made through the LG Content Store and not directly through an app vendor (such as Netflix®'s monthly subscription cost), please visit lgappstv.com.

  6. Is streaming video buffering/loading for too long? Yes No
  7. This is most likely due to a weak Wi-Fi signal or low bandwidth.

    • Try to restart your modem, router, and TV (unplug them, then plug them back in). If you have a separate modem and router, it may be best to plug the modem in first, let it establish a signal, then plug in the router and TV.
    • Try to connect the TV directly to the modem or router using an ethernet cable.
    • If videos load quickly while connected with ethernet, your Wi-Fi signal to the TV is not strong enough.
      • Consider moving the router closer to the TV.
      • Wi-Fi is a radio frequency transmission and can be interfered with by other radio frequency devices operating at the same frequency. Possible interference could be caused by other Wi-Fi networks (especially problematic in apartment complexes with several routers), cordless phones operating at 2.4GHz, microwaves, and more.
      • Consider using a 5GHz router (check your user's manual for compatibility).
    • If videos continue to buffer on an ethernet connection, your bandwidth may be too low to support the devices you have connected. In this case, contact your ISP (Internet Service Provider) for additional assistance.
    • If the issue persists, Contact Us.
  8. For all other issues, try the following:

    • Fully exit the app.
      1. Press the Home/Smart  button on your remote to bring up your launcher bar.
        picture test image
      2. Press the Recent Applications button near the bottom-left.
        picture test image
      3. Hover above the troublesome app, then click the skull/x symbol.
        picture test image
    • Turn the TV off, then back on.
    • Try to Remove the app, then Re-Install it.
    • Try to Initialize the TV to Factory Settings.
    • If the issue persists, Contact Us.

Remove Premium Apps (webOS 2.0)

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

Re-Install Premium Apps (webOS 2.0)

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

Initialize the TV to Factory Settings (webOS 2.0)

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

Troubleshooting (Netcast)

  1. Do you see an error code? Yes No
    • Try typing the error code into a web search, or visiting the app vendor's website to search for the code.
    • If the code is network related, please visit Setting Up Your Wireless Network.
    • If the code returns an Unspecified Error, please change your answer above to No.
    • For all app specific error codes, follow the app vendor's troubleshooting steps.
  2. Are you having trouble finding an app in LG Smart World? Yes No
  3. Were you charged more than once for an app? Yes No
  4. Inability to find apps in the store is often a result of incorrect location settings. Many apps are specific to certain regions.

    Note: Premium Apps do not appear in LG Smart World.

    • Press the Home/Smart  button on your remote, then click the Settings icon in the bottom-left.
      picture test image
    • Choose Option from the left, then Service Country Setting on the right.
      picture test image
    • For the best results in the region you reside in, use Auto Setting.
    • If you prefer, you can use Manual Setting, then choose your country from the list provided.
    • If the issue persists, Contact Us.
  5. If your purchase was made through LG Smart World and not directly through an app vendor (such as Netflix®'s monthly subscription cost), please visit lgappstv.com.

  6. Is streaming video buffering/loading for too long? Yes No
  7. This is most likely due to a weak Wi-Fi signal or low bandwidth.

    • Try to restart your modem, router, and TV (unplug them, then plug them back in). If you have a separate modem and router, it may be best to plug the modem in first, let it establish a signal, then plug in the router and TV.
    • Try to connect the TV directly to the modem or router using an ethernet cable.
    • If videos load quickly while connected with ethernet, your Wi-Fi signal to the TV is not strong enough.
      • Consider moving the router closer to the TV.
      • Wi-Fi is a radio frequency transmission and can be interfered with by other radio frequency devices operating at the same frequency. Possible interference could be caused by other Wi-Fi networks (especially problematic in apartment complexes with several routers), cordless phones operating at 2.4GHz, microwaves, and more.
      • Consider using a 5GHz router (check your user's manual for compatibility).
    • If videos continue to buffer on an ethernet connection, your bandwidth may be too low to support the devices you have connected. In this case, contact your ISP (Internet Service Provider) for additional assistance.
    • If the issue persists, Contact Us.
  8. For all other issues, try the following:

De-Activate/Initialize Premium Apps (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.
2. 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

Re-Activate Premium Apps (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

Initialize the TV to Factory Settings (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

The HDTV Category of TVs does not contain any Premium Apps.

We understand that the amount of TV options may be confusing, so please use the TV Support Center button below to find the correct information.

TV Support Center

The HDTV Category of TVs does not contain any Premium Apps.

We understand that the amount of TV options may be confusing, so please use the TV Support Center button below to find the correct information.

TV Support Center

The HDTV Category of TVs does not contain any Premium Apps.

We understand that the amount of TV options may be confusing, so please use the TV Support Center button below to find the correct information.

TV Support Center

The HDTV Category of TVs does not contain any Premium Apps.

We understand that the amount of TV options may be confusing, so please use the TV Support Center button below to find the correct information.

TV Support Center

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