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Netflix Troubleshooting - webOS 1.0

Troubleshooting Commercial TVs, Healthcare TVs, Hospitality TVs, TVs Last Updated 12/03/2015
Netflix Troubleshooting - webOS - Netflix

Netflix provides streaming movies and TV shows directly to your webOS TV. Some issues may be related to the Netflix servers. Refer to the options below for webOS-based troubleshooting.

Note: The Netflix user interface is subject to change at any time. For questions about placement of buttons, content, or menus, contact Netflix Support, or call Netflix at 1-866-579-7172.


When are you experiencing the issue?

Your LG webOS TV will allow you to create a new Netflix account using the following steps:

  1. Open the Netflix App. In most cases you can find it on the launcher bar as shown.
  2. Click Start Your Free Month from the landing screen.

    Note: This signup process is subject to change at any time. Contact Netflix with promotional questions.

  3. Enter your Name, Email Address, and Choose a Password.
  4. Choose a subscription option.
  5. Enter payment information.
  6. Confirm your account.

Note: For questions about creating a new Netflix account please visit Netflix Support, or call Netflix at 1-866-579-7172.

A network connection is required to use the Netflix App. If you have not connected your TV to your home network, refer to Setting Up Your Wireless Network.

Troubleshooting After Connected:

  • Restart your router (unplug it then plug it back in). This solves a majority of connection issues.
  • Check the Network Settings menu to ensure you are connected to the network. If the connection is not set to automatically connect, you may need to manually do so.
  • Check the advanced network settings to ensure your IP and DNS addresses are set to automatic.
    Note: If you have an advanced network setup you may have these set to specific values.
  • If the issue persists, Contact Us.

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

  • Click the Sign In button to enter the sign-in page.
  • Click the Forgot Password button to start the process.

An error mentioning DNS settings is most often related to your ISP network connection.

Troubleshooting DNS Errors:

  • Restart your TV and router (unplug them then plug them back in). This solves a majority of connection issues.
  • Check the Advanced Network Settings menu to ensure you are connected to the network, and that your DNS servers are set correctly. If you aren't sure what this means, your DNS settings are likely set to automatic.
  • Check other network devices in your home. If the other devices get a similar error, or do not have an internet connection, the issue is most likely with your ISP (Internet Service Provider).
  • If other devices are working properly, try to set your DNS servers manually. To do so:
    1. Press the Smart  button on your remote. Then press the Settings  button near the top right of the screen.
    2. Switch to the Network  menu, then click on the type of connection you're using (wired or wireless).
    3. At the bottom of this screen, choose Advanced Settings.
    4. From this screen, choose Edit, then uncheck Set Automatically.
    5. Change only the DNS box to 8.8.8.8.
      Note: This may already be set correctly, if so leave Set Automatically checked off, and move on to the next step.
  • If the issue persists, Contact Us.

A network connection is required to use the Netflix App. If you have not connected your TV to your home network, refer to Setting Up Your Wireless Network.

Troubleshooting After Connected:

  • Restart your router (unplug it then plug it back in). This solves a majority of connection issues.
  • Check the Network Settings menu to ensure you are connected to the network. If the connection is not set to automatically connect, you may need to manually do so.
  • Check the advanced network settings to ensure your IP and DNS addresses are set to automatic.
    Note: If you have an advanced network setup you may have these set to specific values.
  • If the issue persists, Contact Us.

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 LG Store App, then click the Search feature.
  • If the keyboard appears in the LG Store App, 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:
    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 Netflix videos will not play (but do show in the App), follow the steps below.

Troubleshooting Unable to Stream:

  • Ensure your internet connection bandwidth is able to support streaming video.
    Note: Netflix recommends the following Internet download speeds per stream for playing movies and TV shows:
    • 0.5 Megabits per second - Required broadband connection speed
    • 1.5 Megabits per second - Recommended broadband connection speed
    • 3.0 Megabits per second - Recommended for SD quality
    • 5.0 Megabits per second - Recommended for HD quality
    • 25 Megabits per second - Recommended for Ultra HD (4k) quality
  • If your connection speed supports streaming video, Restart your router (unplug it then plug it back in).
  • Try to restart the App. To do so:
    1. Scroll to the top of the Netflix main screen.
      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. 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. From the Settings menu, click Reload Netflix.
  • Turn off the TV then turn it back on.
  • Try to stream a video from a different device.
  • If the title won't stream from other devices either, the issue is with your Internet connection.
  • If the issue persists, Contact Us.

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

Profile Help:

  • Scroll to the top of the Netflix main screen.
    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.
  • At the top of the Netflix home screen, there will be a menu area. Click on the Profile icon to open the profile menu.
  • 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).
  • If the issue persists, Contact Us.

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. Scroll to the top of the Netflix main screen.
    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. 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. 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.

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