Disney+ and Hulu will not work

[userg6yI4YhbiF]

I bought the new 85-inch QN90C just 5 days ago, and now both Disney+ and Hulu will not play shows. The menu content is fine; you can scroll and select videos and even click Play. But the screen goes blank, and after a couple of minutes, an error appears. I have installed the latest Samsung software version: T-PTMCAKUC-1310.3, E0301500,BT-S and I have reinstalled both apps (they are built-in, so you can't delete them). I have power cycled, reset the TV 3 times, reset the Samsung Hub 2 times, and unplugged it 3 times, and it still does not work.

All other apps (Netflix, Amazon Prime, Paramount+, Youtube, and Max) work fine on the QN90C.

Both Disney+ and Hulu work flawlessly on my Samsung Galaxy 22, Samsung Q60R TV, and my PC - the problem is only on this TV.

I get the following errors:

Hulu Error Code: P-DEV320

Unique Error ID: player-2-32191c7c

Disney+: no error code, just a message that something is wrong.

[Samsung_Moderator · Accepted solution]

Hello! Thank you for reaching out! I would recommend attempting all of the troubleshooting steps listed in the following link. This troubleshooting has multiple steps after attempting each step please select yes or no go to the next step: https://www.samsung.com/us/support/troubleshooting/TSG01003027/.

Also, please check that your television is not in Shop mode: https://www.samsung.com/us/support/troubleshoot/TSG10002346/ 

If you are utilizing a VPN on your network, this could be the cause of some of the errors as well, try disabling any VPNs on the network and see if the symptoms persist. 

If the steps above did not assist, the next step would be to have a technician evaluate and run diagnostics on the television to determine the best course of resolving this matter. If you have a newer unit and do not wish to proceed with repairs, you may check with your retailer regarding other options you may have available.

In order to set up service, please visit https://www.samsung.com/us/support/service to create your ticket. You can also reach out to our support team at 1-800-726-7864 or PM one of our moderators directly.

[Members_J3xUTyg]

The apps worked fine until the latest update of 2220.9 for my QN90A came out.

The apps on the remote control (i.e. Netflix and Prime) all work just fine. Any additional apps downloaded (e.g. Hulu, Disney+, Paramount) do not work.

You can enter the app, browse and other functions, but when you try to play the actual video, it goes to a blank screen.

I have done all the above fixes and nothing is working. Please research your drivers and fixed ASAP.

[wolfeman18]

This is the solution to the problem? Set up a service? If the problem happened to multiple people after a software push, it sounds like a software issue. Wouldn't a good solution be to send out a new software version or even the old one in that matter if it solves the problem? 

My tv is now doing this same thing and it is rather frustrating that the problem can only be solved by someone coming to my house for the repair that could probably be performed remotely..

[Majestik125]

A few weeks ago my TV got an update with the new smart interface. 

About a week after the update Hulu and Disney+ no longer stream videos.

You can browse and every other function (Disney even plays SOME trailers)  but once you select a program to watch, it just goes black and after a bit an error message with code P-dev302 (on Hulu) comes on.

YES! I DID SEVERAL CYCLES OF FACTORY RESET ON THE TV AND APPS. I EVEN HAVE AN ESCALATED TICKET WITH HULU SO PLEASE NO NEED TO SUGGEST ANY OF THE STANDARD TROUBLESHOOTING METHODS, THEY HAVE ALL BEEN PERFORMED SEVERAL TIMES. 

@communityuser4e0rfoe 

Please get your software team to get with the times!

It's troubling that we are in the last few days of 2024 and you can't get a basic smart UI interface to work.

Every other smart platform figured it out and fully support ALL streaming apps.

It's a shame that I have to plug in a FireStick to my TV so I can watch the platforms I pay for, since they are not compatible with SAMSUNG SMART TV!

I hear that @LG has some good looking TV sets 

[MrGhoul]

Numerous users are experiencing the same issue. It seems to be from a software update. Samsung needs to get this fixed soon.

[Tpatec2]

Thank you so much for this! SAME! I have done all this troubleshooting SEVERAL times and been ongoing with customer service and they all tell me to get with app developers. Thanks so much for your help and I am experiencing this with Starz and Peacock as well on my Samsung TV. I have to Apple air play them to watch on my 77 inch oled tv. Unacceptable. I don’t understand how to fix this. Thanks again! 

[gjay]

I think I figured out that firmware update may have caused some type of digital rights management (DRM) encryption problem that is blocking the streaming on these apps.

I recently started using Paramount + and just get the spinning circle just like when I use Sling and finally got an error message that it may be a content protection error. However, the app also streams the local CBS station that works great, which indicates to me that the TV is blocking content that has  some type of copy protection. This is apparently why the app menus work and some commercials and trailers stream but the actual content won't. 

Sling streamed for me after the update but stopped after the first time I used an OTA NextGen Tv channel, which caused my TV to glitch and the screen saver to come on. I read that the NextGen signal also uses some DRM aspects, so this all kind of ties together. We need a software update. . . like a month ago.

[Majestik125]

I agree with all of the mentioned assessments above.

DRM is likely the root cause!

That is why some content (trailers, teasers, menus etc.) Works but main content, shows and movies are not.

If samsung will not fix it asap they are going to have a rude awakening and heavy drop in sales.

[TrueDewLikeFirst]

I am also the same issue.

What content did you play on Hulu?

[Members_3t6XdFy]

Amazon Music is a mess also. Stops and hangs a lot.