Netflix and Amazon Prime apps not working

[SteveAron]

In the past week Netflix and Amazon Prime Video have stopped working. Netflix error: NW-2-5; Prime doesn't do anything.  Tried all the suggested solutions - wired and wireless, rebooting Sky Q and router, updating software, resetting and refreshing apps via "secret" menu 0-0-1 , box in standby and unplugging from mains, DNS Server set to 8-8-8-8, etc. 

There is internet connection to the box, and the apps both work if I access them directly on the tv, rather than via Sky.  The point is that I shouldn't have to switch between the tv apps and Sky; also, the Sky Q box has better internet connection as it uses an ethernet cable.  

Sky Technical Support couldn't resolve it and ISP says all ok from their end.   Constructive thoughts on how to resolve this would be welcome.  

[fizzdisco]

@SteveAron  Run another ethernet cable to the TV and continue to use the apps on there. They tend to be much more reliable than any on the Q box.

[SteveAron · Accepted solution]

Thanks.  May have to, but worked fine on Sky for years and would rather have it through there. 

[fizzdisco]

@SteveAron  Have you tried a network reset on the Q box? As a last resort you could try the full system reset via the hidden menu, but that'll wipe your hard drive too.  

[SteveAron]

Yes, tried the network reset.  Have also done the reset that updates the box but keeps the recordings, but have steered clear of the full monty because it would be a pain to lose all the recorded programmes. 

[fizzdisco]

@SteveAron  Have you tried disconnecting the ethernet cable from the Q box and tried connecting via WiFi? Does that do anything?

[SDR]

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@SteveAron wrote:

In the past week Netflix and Amazon Prime Video have stopped working. Netflix error: NW-2-5; Prime doesn't do anything.  Tried all the suggested solutions - wired and wireless, rebooting Sky Q and router, updating software, resetting and refreshing apps via "secret" menu 0-0-1 , box in standby and unplugging from mains, DNS Server set to 8-8-8-8, etc. 

There is internet connection to the box, and the apps both work if I access them directly on the tv, rather than via Sky.  The point is that I shouldn't have to switch between the tv apps and Sky; also, the Sky Q box has better internet connection as it uses an ethernet cable.  

Sky Technical Support couldn't resolve it and ISP says all ok from their end.   Constructive thoughts on how to resolve this would be welcome.  

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Have tried tbe refresh apps?

[SteveAron]

Yep, refreshed the apps.

[ShakeBeet]

I'm relieved to have found this thread.

I get Netflix as part of my Sky package. It's been working fine for years, but as of last night I can access neither that nor Amazon Prime.

I've been through every reboot and refreshing procedure I can think of. I've unplugged everything from the wall, and waited before doing so.

Last night's Error Code was nw-3-6. Today's is nw-4-7.

BT internet is working fine all over the house, but in two LG Smart screens (upstairs and down) I can access neither Netflix nor Amazon Prime video.

Both screens say connection to internet is fine.

Any ideas, please, anyone?

[pat+connolly]

how do you refresh the apps? I have a similar issue with my Sky box and the Apps wont open at all. I'm not getting any error message or code.I have wireless connection,and it was working perfectly upto recently. I was thinking the box might be **bleep** and was trying to contact Sky to report and replace for a new one but couldnt get through and would hate to loose all my recordings on the current box ie movies the kids like and programmes I recorded

[fizzdisco]

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@pat+connolly wrote:

how do you refresh the apps? I have a similar issue with my Sky box and the Apps wont open at all. I'm not getting any error message or code.I have wireless connection,and it was working perfectly upto recently. I was thinking the box might be **bleep** and was trying to contact Sky to report and replace for a new one but couldnt get through and would hate to loose all my recordings on the current box ie movies the kids like and programmes I recorded

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Refresh your apps

1. Press Home on your Sky Q remote, then highlight Settings on the left hand menu but DON'T PRESS SELECT
2. On the remote press 0 0 1 and Select to access the Installer menu.
3. Select Apps then highlight Refresh all Apps on this box. You'll see a message that says, 'Your apps are being refreshed'.

[nigea99]

removed my post - (as I just repeated what @fizzdisco had said )

[Zen+Saj]

This solution worked perfectly thank you soo much 🙏🏼

[Zen+Saj]

@fizzdisco @Thank you thy refresh solution worked perfectly 🙌🏼

[fizzdisco]

@Zen+Saj 

Excellent! Always good when something actually works! Enjoy.