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Discussion topic: Netflix: Red Spinning Circle on Launch

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This message was authored by asdfghasdfgh This message was authored by: asdfghasdfgh

Re: Netflix on sky q will not load

Okay, long post...

A probably somewhat reliable (but slow) solution

Open the Netflix App, wait 10-20 seconds to see if it loads. If not, close the app. Open any app other than Netflix. Close that app. Open Netflix again. Repeat maybe a dozen times, until it works.

What's the problem? (mostly guesswork here)

The Netflix app is really two systems: the "client" on your actual box communicating with Netflix's server. Since the problem seems to have appeared on all kinds of user-side machines without being tracable to a particular update, it is very likely that the change happened on Netflix's end. The problem also only appears while starting the app, so it's likely related to the login process. At least for me, the problem appeared around the time Netflix announced that they would crack down on multi-household accounts. It's possible that they are doing that by adding another step to the logon protocol, one that is only sometimes required. If that's the case and the Netflix app on your box does not support that step correctly yet, it will simply fail and continue to "load". But again, this is just a best guess.

 

Why do some solutions seem to work?
IF this explanation is correct, it's really just a matter of repeating the process until it works. But for that, the Netflix app needs to be completely closed after every attempt. By default, it seems to remain active in the background and thus you are not actually starting a new login attempt every time you open it. Solutions like software updates or system reboots will obviously shut the app down. It's much easier, though, to just briefly open another app because it seems that only one app can remain active in the background at a time.

 

What can we do long-term?

Not much, really. Netflix and Sky (or whoever is developing the app itself) need to sort this out and probably roll out a patch. For that, they need to actually be aware it is happening.

I hope this is helpful to anyone. No guarantees about anything.

This message was authored by Chodley This message was authored by: Chodley

Re: Netflix on sky q will not load

Posted by a Superuser, not a Sky employee. Find out more

Netflix is a very complex web of

microservices, some of which are being upgraded / tested with different customers at different versions. However, the basics of opening the app should just work for everyone and it's not happening on all kinds of user devices is it? Just on Q (at least as far as this thread has revealed)

This message was authored by MarkJ22 This message was authored by: MarkJ22

Re: Netflix on sky q will not load

You would think Netflix would test out it's service with Sky wouldn't you?

 

Nah! Much to obvious to do that 😅😅😅😅

This message was authored by Chodley This message was authored by: Chodley

Re: Netflix on sky q will not load

Posted by a Superuser, not a Sky employee. Find out more

@MarkJ22 wrote:

You would think Netflix would test out it's service with Sky wouldn't you?

 

Nah! Much to obvious to do that 😅😅😅😅


I have just done it on their behalf and it worked. Showed list of profiles within 2 seconds. Happy to help 😉

This message was authored by MarkJ22 This message was authored by: MarkJ22

Re: Netflix on sky q will not load

Yes, many of us get the same from time to time but sadly it's not all the time and if you've just settled in to watch something and it won't load it's very frustrating.

 

Maybe, as you're a SUPERUSER you could bring your influence to bear in Sky to get this issue sorted out for the majority of us who have posted here and the many others out there with the same issue?

This message was authored by Chodley This message was authored by: Chodley

Re: Netflix on sky q will not load

Posted by a Superuser, not a Sky employee. Find out more

@MarkJ22 wrote:

Yes, many of us get the same from time to time but sadly it's not all the time and if you've just settled in to watch something and it won't load it's very frustrating.

 

Maybe, as you're a SUPERUSER you could bring your influence to bear in Sky to get this issue sorted out for the majority of us who have posted here and the many others out there with the same issue?


The idea that I have any influence whatsoever is heartwarming 🙂  I have no doubt it's linked to the Q's wild and unique networking code. I gave up on wifi and can only recommend everyone else does the same.

 

fwiw Netflix always works for me (luckily as the 2 TVs with minis are not Smart enough to have Netflix) but iPlayer almost never works.

This message was authored by Liliani This message was authored by: Liliani

Netflix not loading

I have a separate Netflix account which I access through the Apps on my Sky Q however lately it just won't load.  The front page comes up with just the loading ring going round forever!!  I've tried all the steps and checks provided by Sky on the website including refreshing my apps but nothing seems to make any difference.

Does anyone else have the same issue and is there another solution out there that I haven't tried yet?

 

This message was authored by lettice This message was authored by: lettice

Re: Netflix not loading

Posted by a Superuser, not a Sky employee. Find out more

Have you tried logging into your Netflix account via a web browser and force signing out of one or more of your faulty devices.

Read this Netfix article on how to do that.

https://help.netflix.com/en/node/128180?q=Remove%20devices

 

Would suggest, once you have done that, you perform a power reset of your Sky Q box, leaving off power for a few minutes before trying again.

- - - - - - - -
Sky Community Superuser
Sky Stream (2 pucks), Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
This message was authored by carrie171 This message was authored by: carrie171

Re: Netflix on sky q will not load

@Sarah2714 @I've had this issue since switching to fibre. Tried rebooting and the reset apps, nothing working again. It's hit & miss, sometimes it loads, sometimes doesn't. Time to cancel me thinks, paying for a service I can't use is not something I'm up for!!

This message was authored by Colin0000 This message was authored by: Colin0000

Re: Netflix on sky q will not load

I've been trying to recall if I had the Netflix issue before I switched to Sky Ultrafast 1 back in May but for the life of me I can't. Mine has been fine for a few weeks now since I passed on some App details to a Sky employee on here (presuming that's what resolved it).

 

Is everyone who has this Netflix problem on Sky fibre (or even just Sky/NowTV broadband)?

 

Can anyone who does have this and who has a computer hardwired, try speedtest.net on the browser and then try the speedtest App from the Windows store? The App on my desktop gives speeds all over the place whilst the browser version always returns 150Mbps.

Sky Q 2GB 32B106 - HDMI to TV, hard wired to router with WiFi disabled on the Q box
VM 256Mbps via rubbish VM HUB 3 router
Samsung S95C 55"
This message was authored by omotolagallagher This message was authored by: omotolagallagher

Re: Netflix not loading

I had the same issue yesterday and the old switch off your device, wait 5mins then switch back on worked for us

This message was authored by Markgunners This message was authored by: Markgunners

Re: Netflix crashing Sky Q

Its clearly an issue as three of us are having exactly the same problem. Why aren't any Sky Experts responding ?

Really poor .

This message was authored by Laing1 This message was authored by: Laing1

Re: Netflix crashing Sky Q

Posted by a Superuser, not a Sky employee. Find out more

@Markgunners wrote:

Its clearly an issue as three of us are having exactly the same problem. Why aren't any Sky Experts responding ?

Really poor .


@Markgunners in case you are not aware  this is a customer to customer forum where customers help each other.


I may be a Sky Superuser but I am still just a Sky customer

Sky Q 2 TB (Silver)Box, 2 Mini boxes since June 2016, all connected by wifi
Sky Broadband Hub/SR203, Sky Ultrafast broadband
Ultimate on Demand, Q Experience/UHD, Sky Sports, Sky Cinema
LG 49SJ 810 V UHD TV, Google Pixel 7 Pro mobile
This message was authored by Eddy99 This message was authored by: Eddy99

Re: Netflix on sky q will not load

Hello, just logging that I have the same problem and i only had Sky Q installed yesterday after 20 plus years of Sky+ that's why i am here now - not a great experience. 

 

I have tried all the solutions above plus, everything is up to date and everything else i have searched for and can think off it  has not helped .It just loops around throwing up random error messages after 30 seconds or so of trying to connect.

 

Netflix works fine on every other device i have all connected to the same network and never had any issues with them .

 

Some of the error codes i have seen, i am sure there has been others, top one most common.

 

NW-2-5 (means that there is an internet connection problem) I don't

 

NW-8-14 (typically points to a network connectivity issue that is preventing your device from connecting to the Netflix service) All other devices in my house and there are many connect fine to Netflix.

 

I hope this does not drag on.

*Computer, Technology, and IT Literate*
This message was authored by JADSKY This message was authored by: JADSKY

Re: Netflix on sky q will not load

I'm having this issue reboots fix it then couple of days later falls down really poor service. 

sky please look into this issue

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