topic Re: Netflix not working anymore after Android update in Android TV

Netflix not working anymore after Android update

Paolo06Sony — Wed, 03 May 2017 13:55:20 GMT

After Android was been updated to 6.1004, the app Netflix is not loading contents anymore.

The Netflix version 4.0.2 and 4.0.4 is stopping at 25% when loading everything.

If I remove the updated and return to the origina 3.13 version, it works without problems.

I've already:

1) unplugged the tv

2) resetted the tv to the factory settings

3) deleted every temporary data from the app

4) ask to Netflix support service to help me

5) I can use Netflix app on my smartphone together with Chromecast connexted to the tv, succesfully.

Please, give me a solution or I need (everytime) to remove the update to run Netflix app.

Thanks.

Re: Netflix not working anymore after Android update

Anonymous — Wed, 03 May 2017 19:11:31 GMT

Hi there

Interesting issue that you have - I cannot recall if others reported this exact issue, but there was an issue a couple of weeks back with people getting these two error messages:

- Could not lauch Netflix, please try to restart (-111)

- Netflix encountered an issue, retrying in .... code: ui-800-3 (100017)

Im assuming this is not the case?

As you have already tried many things - can you try setting the DNS server as 8.8.8.8 and 8.8.4.4 on the TV. You will need to give the TV a fixed (or static) IP address as well. Although I cannot find specific instructions - this thread HERE may help you.

Cheers

Re: Netflix not working anymore after Android update

Lemonadiki — Wed, 03 May 2017 19:43:37 GMT

I had this problem before update and still got it after the update. Error -100.

if I use hotspot from my iPhone though it works.. my 2nd tv that's not sony and distance from router is bigger works.

Re: Netflix not working anymore after Android update

Paolo06Sony — Thu, 04 May 2017 11:04:41 GMT

Just to complete the data.

The tv is a KD49XD8305.

Youtube application is working very fine, like TimVision (another streaming application like Netflix).

The new OS (android 6.1004) was been downloaded directly on the TV by the autoupdate system of the TV, I mean I haven't downloaded it by myself and put it on a USB key.

No, the errors shown by the app are different than you are describing. The main error is "cannot contact Netflix" or similar but the previous version (3.31 and not 3.13) works fine without any error.

I'm just losing the new content evaluation system by Netflix.

The TV have already a reserved DHCP address. The tv is wired to the internet router and after the first dhcp address assignation, I've reserved that IP to the tv mac address: so it's static.

I'll try to setup manually the dns addresses.

Re: Netflix not working anymore after Android update

Paolo06Sony — Fri, 05 May 2017 17:11:54 GMT

The Google DNS address (8.8.4.4) is already passed by the DHCP I didn't remember.

In the meanwhile, the Sony support service have suggested to me to test another internet connection, using, for example, a smartphone hotspot.

At the first I felt bad because I didn't understand why check another connection when all others internet applications working fine. At the second, just to play, I've made this test and... the last version (4.0.4), WORKS!

So, I really don't understand why the app is not working with the same connection that works perfectly with everything and with the previous version of Netflix app.

What Sony is doing on the app to make it not working in the same environment.

Is there anyone else can explain this behavior?

Re: Netflix not working anymore after Android update

Kuschelmonschter — Fri, 05 May 2017 19:06:10 GMT

Try another IP from your router, i.e. delete the reserved DHCP IP.

Re: Netflix not working anymore after Android update

Paolo06Sony — Fri, 05 May 2017 19:34:50 GMT

Done.

Changed reservation and used another free IP of the range without reservation: always the same result.

If there was a fight, 3.31 vs 4.04 result should be 10 to 0

Everytime the only way to see Netflix is uninstalling the update and use the old app (v.3.3.1.).

Re: Netflix not working anymore after Android update

Anonymous — Fri, 05 May 2017 19:43:58 GMT

Hi there

So Netflix version 4.04 fails to work on your home network router and ISP. But Version 3.31 works fine.

If connecting a mobilephone and using it as a hotspot, then 4.04 works OK.

This indicates to me that its either a router issue or ISP issue. Two questions:

What Model Router do you have?
Which ISP are you with?

Cheers

Re: Netflix not working anymore after Android update

Paolo06Sony — Fri, 05 May 2017 21:05:46 GMT

But... if it's a router issue, why everything are still working fine?
Only one app start having problem when updated.
Every Netflix app on any other devices I have (iPhone, iPad, Xbox, Chromecast), don't stuck with the same router.
Why do you think the root cause is the router?

Re: Netflix not working anymore after Android update

Anonymous — Fri, 05 May 2017 21:40:09 GMT

Hi there

Ok - at current there is an issue with the older BT Homehub 3 routers - replacing the router to HH4 or HH5 fixed the solution. Although I dont think ive seen this on Android TV - but thought best not rule it out. See :

https://community.sony.co.uk/t5/other-tvs/bravia-kdl-42w705-netflix-only-works-if-tv-is-factory-reset-each/td-p/2069199

In regards to ISP, sometimes turning OFF Parental controls (and something else which I have forgotten) if your ISP is also BT will work. Hence the question about what your ISP is.

A few months ago, I spoke to someone within Sony who said that many of these types of problems are eventually traced back to a routing issue between your ISP and Netflix and possibility of a router issue too.

At this stage, I have seen very little complaints about Netflix - considering that Sony has rolled-out the Marshmallow firmware to everyone now - if the problem was more serious, I would expect this forum to be flooded with complaints.

Also handy is to monitor your ISPs Support forums, incase others complain of the same issue.

Reason why it works on iPhones and other devices is because its probably a different version of the app and also a potential to route traffic through different places.

Just just trying to think outside the box and gather more information thats all.

Cheers

Re: Netflix not working anymore after Android update

Paolo06Sony — Sat, 06 May 2017 16:08:05 GMT

In regards to ISP, sometimes turning OFF Parental controls (and something else which I have forgotten) if your ISP is also BT will work. Hence the question about what your ISP is.

I have no parental control activated, everithing is flowing outside like before the app was been updated.

Mi ISP is TIM for home (fiber) like for mobile (4G).

At this stage, I have seen very little complaints about Netflix - considering that Sony has rolled-out the Marshmallow firmware to everyone now - if the problem was more serious, I would expect this forum to be flooded with complaints.

Yes you right but... when I've been talked with Netflix support service, they told me to don't call Sony support service because they are in touch with them... maybe this the reason why

Reason why it works on iPhones and other devices is because its probably a different version of the app and also a potential to route traffic through different places.

Yeeeees! It's what I'm saying from the start: the issue is in the app and not in the router/ISP. If every network connection is working perfectly between every Netflix apps and the Netflix servers, there is something wrong in the last update of the app.for Sony android tv.

I'm using smartphone by home wifi connection (same router and same ISP of the wired tv connection).

I think there is something wrong in the app looking for something in the wrong way. I don't know why using smartphone as hotspot, the app works but... I'm not THE programmers of the app.

Cause the programmers are (or should be) Sony employees, I think Sony must find the solution.

I think they knows how the app is made (not me) and they should know how it run.

I'm so sorry, but I'm not an Android friend and I don't know how I can enable some kind of log to see what happens in the tv... this should be helpful to understand better the reason of the issue.

Anyway, I will let you know if there are something in the ISP forums/blogs regarding this kind of issue.

This is what I think (but for sure is not a Bible where you must believe :)).

Re: Netflix not working anymore after Android update

Stanherschel — Sat, 06 May 2017 22:50:51 GMT

I have the exact same issue, I have a Vodafone router. Has there been any solution yet? Thanks

Re: Netflix not working anymore after Android update

Paolo06Sony — Sun, 07 May 2017 07:21:12 GMT

No, I'm afraid.

In the meanwhile I've called my Isp support service and they haven't any notices about Sony/Netflix app issue on TIM network/devices.

If there are anyone can enable any kind on log/debug on the Sony tv, should be useful to understand better the issue.

I think we need to focus on the last app update by Sony.
Is there any Sony employee enabled to help us in this forum???

Re: Netflix not working anymore after Android update

Paolo06Sony — Fri, 12 May 2017 13:38:54 GMT

No answers from Sony?

Re: Netflix not working anymore after Android update

Anonymous — Fri, 12 May 2017 13:56:20 GMT

Hi there

Unfortunately Sony do not post on these forums, so it is up to community members to assist each other. However some forum members (such as myself) can escalate issues from this forum directly to Sony.

I apologise that I forgot about this thread. However I have now escalated your problem directly to Sony Support as to be honest, I am unsure on how else to help you Im afraid. Please ensure that you have correct contact details in your account profile as Sony should be contacting you. It will be early next week now as its friday.

Please let us know how you get on

Cheers

Re: Netflix not working anymore after Android update

Paolo06Sony — Fri, 12 May 2017 14:00:13 GMT

Looking around internet, I found so many topics regarding Netflix app on sony android tvs, like in another area in this Forum.

It seems always related to the last Android update (6.1004) and the last Netflix app developed by Sony.

Please, avoid to ask to use a different ISP to test the app... it's rather inappropriate

Hoping Sony is able to solve...

Re: Netflix not working anymore after Android update

Anonymous — Fri, 12 May 2017 14:19:11 GMT

Hi there

You may have found many topics about Netflix, but are they related to your exact issue? If so, can you please post the links here, as I can then pass this onto Sony too. Using the principle of more complaints = faster resolution

Cheers

Re: Netflix not working anymore after Android update

Paolo06Sony — Fri, 12 May 2017 15:04:12 GMT

I've just type "sony android tv netflix" in Google

I mean, for various reasons, there are many issue on the Netflix app after
the firmware was been updated.

If Sony wants to understand better, just need to use Google

Re: Netflix not working anymore after Android update

Anonymous — Fri, 12 May 2017 15:10:48 GMT

I get what your saying, but its like typing "I have a problem with windows" into google.

Anyway, let leave it for Sony to figure out.

Re: Netflix not working anymore after Android update

Anonymous — Fri, 12 May 2017 21:16:14 GMT

HI @Paolo06Sony

Just to let you know - it appears that someone else is having the same problem:

https://community.sony.co.uk/t5/android-tv/netflix-wont-play-anything/m-p/2330584

Cheers