topic Netflix not opening properly in Sky Q

Netflix freezing

SimonK1982 — Sat, 07 Dec 2024 16:25:24 GMT

Hi guys, over the past few weeks I've had a constant issue with Netflix on my SkyQ box and mini box.
First it will load and let me scroll but when I try to select something it freezes on the tile.

I press the home button and retry loading Netflix but I just get a black screen.

I've done a reset on both boxes and since then I've unplugged both boxes for a few minutes and have had no joy.

I don't have any continuous problems with other apps.

Any advice on steps would be appreciated.

Netflix

Bifta — Wed, 04 Dec 2024 00:33:47 GMT

Hello all.

I have come across an odd issue on Netflix.

If I load the app on my mini box and then play something it works fine.

If I go to new and popular in order to check what is coming over the next few weeks and look at what is new on Netflix the app freezes completely. The only way to manage to do anything is to exit the app. If I then load back into the app after exiting it I get a black screen. If I then load up another app like Paramout + and then load up Netflix afterwards it allows me back into the app and again I am able to watch tv via the app perfectly normally. Again if I then go back to the new and popular section it freezes the app for me.

I have had this happen 5-6 times in a row now so it seems to be happening evertime.

It therefore looks like something is happening with the new and popular section of the app that is causing it to freeze up.

Re: Netflix

lettice — Wed, 04 Dec 2024 07:37:48 GMT

First, try a power reset of your Sky Q box, leaving off power for 30 seconds.

If the Netflix issue still has the fault you mention, try refreshing your apps on the Sky Q box.

Press Home on your Sky Q remote, then highlight Settings.
Press 0,0,1 and Select to access the Installer menu.
Select Apps then highlight Refresh all Apps on this box. You'll see a message that says, 'Your apps are being refreshed'. This will stay on screen until you press Dismiss to return to normal viewing - we recommend waiting at least 5 minutes before doing so.

The refresh can take 24 hours to complete once you have returned to normal viewing

Re: Netflix freezing

oldfella — Sat, 07 Dec 2024 17:18:37 GMT

@SimonK1982 wrote:

Hi guys, over the past few weeks I've had a constant issue with Netflix on my SkyQ box and mini box.
First it will load and let me scroll but when I try to select something it freezes on the tile.

I press the home button and retry loading Netflix but I just get a black screen.

I've done a reset on both boxes and since then I've unplugged both boxes for a few minutes and have had no joy.

I don't have any continuous problems with other apps.

Any advice on steps would be appreciated.

Hi @SimonK1982

Best and correct way to exit Netflix is to to use the Exit Netflix option at the bottom of the left hand Netflix menu.

In the same left hand Netflix menu select Get help and on the next screen there is an option to Reload Netflix.

Try this and see if it helps your Netflix freezing issue.

Re: Netflix freezing

SimonK1982 — Sat, 07 Dec 2024 18:07:14 GMT

Thanks for the response,

I'm not able to get out of Netflix any other way than the Sky or Home button.

The cursor won't move from whatever's highlighted.

I've had another look and I can select and play items that are available but anything on the coming soon menu instantly freezes.

I've tried about 5 times to set a reminder for different items.

I'll check out that help menu before I select anything next time it loads

Netflix not opening properly

phillip+watson — Sat, 07 Dec 2024 18:24:30 GMT

Currently I can seldom get onto Netflix on my Sky q box.

Sky have tried to assist without any success.

Any suggestions as to a solution.

When I do get on I have a navigation issue when I go to move about on the new and upcoming 'tiles'. I can't move away from them or scroll across using the remote!! Also I have noticed the drop down list on Netflix on the main box shows 'Latest' for all new and upcoming stuff but on my minibus the equivalent heading reads ' New and popular', which was how it was on the main box until a few months ago.

Re: Netflix freezing

PT85 — Sat, 07 Dec 2024 19:35:45 GMT

I've been getting the same problem for the last few days. I can navigate most menus fine, but when I go to the Latest screen it freezes when I try to move around the list of shows.

Re: Netflix

andrew238 — Sun, 08 Dec 2024 08:33:46 GMT

I've got the same thing happen. If anyone can help

Re: Netflix

lettice — Sun, 08 Dec 2024 09:13:48 GMT

@andrew238 wrote:

I've got the same thing happen. If anyone can help

Have you tried refreshing the apps as I mentioned above?

Re: Netflix not opening properly

Addie15 — Sun, 08 Dec 2024 09:26:19 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Netflix

G.k.s — Sun, 08 Dec 2024 09:33:27 GMT

Doesn't work

Re: Netflix freezing

Viking — Sun, 08 Dec 2024 13:36:02 GMT

Have same issue contacted Netflix and they said the app needs updating as the menu has changed and speak to sky to update app.

Re: Netflix freezing

G.k.s — Sun, 08 Dec 2024 13:40:58 GMT

@Sky do you have an update yet on how to resolve the issue of Netflix freezing when you're in the New & Popular section? Unplugging it, refreshing apps etc is not working.

Re: Netflix freezing

Viking — Sun, 08 Dec 2024 13:43:00 GMT

Sky sending me new box maybe app updated on that.

Re: Netflix freezing

Liz126 — Sun, 08 Dec 2024 16:22:42 GMT

We're having the same problem, is there a resolution yet please?

Re: Netflix freezing

Markh1973 — Sun, 08 Dec 2024 20:02:15 GMT

I've got the same problem here if Sky can help with it.

Re: Netflix freezing

Dudds — Sun, 08 Dec 2024 20:09:21 GMT

Just FYI this is not a sky specific issue. I have a Roku tv and access Netflix through a different internet provider and am having the same issue with "Latest" menu... freezes instantly.

Appears to be an issue with the Netflix app itself on certain platforms. Just happened across this thread trying to search the issue.

Re: Netflix freezing

JonathanP22 — Sun, 08 Dec 2024 21:45:00 GMT

I have the same issue with Netflix freezing when you try to use Latest menu. Updating apps has made no difference

Re: Netflix freezing

Chodley — Mon, 09 Dec 2024 05:29:02 GMT

Yeah me too. Weirdly, I tested it quickly in the new and popular page and it seemed fine. I then forced a software update on my mini (versions did not change of either the Q software or the netflix software) and after that I could get it to happen.

But it doesn't happen immediately I go into that page, so that could be coincidence.

only seems to happen when I navigate onto "coming soon" tiles like squid game. Only tested twice. I don't have to hit select on them to make it freeze.

only way I could get netflix to work again was to load another app to force it out of memory, same as @Bifta

Re: Netflix freezing

KevNewMedia — Mon, 09 Dec 2024 08:20:55 GMT

Morning Everyone

Thank you very much for making us aware of this problem, and we apologise for the problem.

Our Support teams are currently investigating this problem, and we will update you as soon as we have more information.

In the meantime, I'll mark this post as answer, so people have the most up-to-date information. It doesn't mean it's fixed, it's so people know we are investigating.