Netflix app crashing/won't load

[MarkJ22]

I think the thread heading is Netflix Crashing or not loading so covers Netflix not working on our Sky Q Boxes.

Interestingly the past couple of days its worked perfectly. So how can that be? Has there been an update in the Sky or NF software?? Problem is there are no notifications?

However that does tend to suggest that my sytem set up doe not cause any issues??

Lets see how it goes

[ptduham]

My Netflix on sky Q has been buffering for the last week , not sure why but I seem to be able to get on during the day  so I thought it was something to do with moving to sky bB/Band , reading through a lot of the comments I can see lots of people having problems 

its so frustrating paying for a service I can't use

[Mark187187]

@MarkJ22 mine is still crashing today. I didn't get the impression talking to the tech team that this would be a quick fix, so could just be a coincidence, the problems for me are a bit intermittent. 

[Anonymous]

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@ptduham wrote:

My Netflix on sky Q has been buffering for the last week , not sure why but I seem to be able to get on during the day  so I thought it was something to do with moving to sky bB/Band , reading through a lot of the comments I can see lots of people having problems 

its so frustrating paying for a service I can't use

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Your TV probably has the App built in.

[MarkJ22]

Yeah pretty much all TVs do these days. The issue here is that we all watch everything through our Sky Q box and for those of us on here who have posted it doesn't work sometimes.

I could watch NF on the TV but that requires pressing more buttons and it SHOULD just work through the Q box

[Anonymous]

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@MarkJ22 wrote:

Yeah pretty much all TVs do these days. The issue here is that we all watch everything through our Sky Q box and for those of us on here who have posted it doesn't work sometimes.

I could watch NF on the TV but that requires pressing more buttons and it SHOULD just work through the Q box

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Of course, mine only worked intermittently for a long while and I used the TVs App instead. It's just a little disingenuous to say they're paying for something that they can't use.

[Dee7]

Help! Same issue for weeks - Netflix will not load and the circle just keeps going round and round. Very frustrating and thinking I'll get Netflix removed off my Sky package if this cannot be permanently resolved.

[Anonymous]

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@Dee7 wrote:

Help! Same issue for weeks - Netflix will not load and the circle just keeps going round and round. Very frustrating and thinking I'll get Netflix removed off my Sky package if this cannot be permanently resolved.

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If you use Netflix and will continue using it surely the Sky Netflix subscription is lower than a separate sub? Just use the Smart TVs (or Amazon Firestick perhaps) version for now. You can always use it as a bargaining tool when your renewal comes around 🙂

I've had one of the Sky employees on here contact me again asking me to change a setting on the account so they can pass it back to the support team. My problem with Netflix disappeared or was resolved a couple of months back (so far anyway) but I won't discuss who and what was done yet as it may not help yourself or others and may just muddy the waters if it turns out not relevant.

Be assured that they are trying to track down what the issue is for those still affected.

(And no, I don't and never have worked for Sky 😉 )

[MarkJ22]

Interesting that you have a direct connection to the TV and have had issues 

Mine has been working the past few days so it cannot be a connection issue!!

I don't see a problem sharing your fix. It may help someone and is at least another thing to try if people are still stuck at the red whirrrr of death

[Anonymous]

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@MarkJ22 wrote:

Interesting that you have a direct connection to the TV and have had issues 

Mine has been working the past few days so it cannot be a connection issue!!

I don't see a problem sharing your fix. It may help someone and is at least another thing to try if people are still stuck at the red whirrrr of death

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Actually, fair point although I don't know if anything was done at all the first time I was contacted or whether that was coincidental.

I've just gone back over what was requested and checked nothing has changed on the Q box and it's still the same Mac address and Netflix ESN details. Yesterday I was asked to log into the Netflix account online,  go to the "Account" link and turn off "Test Participation" at the bottom if it was on (it was).

I would hazard a guess that the request for the Mac address and Netflix ESN details from the Q box allowed them to remotely monitor, if not access Netflix directly on my box with presumably logs to pour over. 

Turning off "Test Participation" is possibly to just remove one variable to help track the issue down.

[JFM1]

Just to add a workaround...

It isn't necessary to unplug the box when Netflix gets stuck.

Press the back button and exit Netflix.

Open the BBC iPlayer App and then exit out of that.

Open Netflix again... now working again.

Usually works for a few days...

[Collinsc]

How can i get this question in front of a sky employee?

[SlenderRobert]

@Collinsc 

Try the following:

To enter hidden menu press Home and navigate down to Settings but do not select Settings. With Settings highlighted press 0 0 1 Select. then highlight Refresh all Apps on this box.

Sky Q boxes are quite long in the tooth now and were never initially designed to host apps so they do tend to be slow and prone to locking up.

For a better Netflix experience I'd recommend using the Netflix app built into your smart TV (if you have one) or a dedicated streaming device such as a Firestick, Roku or Apple TV 4K box. 

[Collinsc]

Thanks robert

as mentioned in my post however, the "refresh apps" is no longer on that hidden menu.

I really need to speak to someone from sky about this. I would have expected a response by now as it has been 5 days since I posted

[Chodley]

Sky employees have responded (or been quoted) in the other threads on this subject iirc