Netflix app crashing/won't load

[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.

[Colin0000]

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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

[Colin0000]

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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...

[Kirsty+S27]

Hi all,

As @Colin0000 has advised, anyone still having the Netflix app not loading (spinning red circle) please try the below steps to resolve the issue. If you can advise if this resolves the issue for you or not and we can feed this back to the support teams:

This will involve logging into Netflix on a webpage to amend settings. 

Once you log in, click on My Account -> scroll to the bottom and you'll see the below options:

Click on "Test Participation" and if the feature is on, please turn this off. If you can go onto the app on your Q box and let me know if this loads properly.

Thank you.

Note: marked as answer to be easier to find. 

[Anonymous]

@Kirsty+S27

nope didn't work, in fact Netflix started working last weekend, but out of curiosity i did what you advised and now it's stopped working again, but that could just be a coincidence.  I think SKY & Netflix engineers just need to put a software fix when they know what's causing the issue. 

[JFM1]

The Test Participation thing didn't work for me either...

[Colin0000]

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@Anonymous wrote:

@Kirsty+S27

nope didn't work, in fact Netflix started working last weekend, but out of curiosity i did what you advised and now it's stopped working again, but that could just be a coincidence.  I think SKY & Netflix engineers just need to put a software fix when they know what's causing the issue. 

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I can't say I'm awfully surprised becuase mine started working 2 or 3 months back(?) and I changed that setting just this week which made no difference whatsoever. At least it didn't break mine 😉

[steve+bendell]

I haven't posted on here for a while having suffered from this issue,  as I write this I am touching wood and typing with my fingers crossed but it seems to be working OK,  i did all of the things advised weeks ago tuned it off overnight and then no problems since, not sure what if anything fixed it.

[carrie171]

@Anonymous 

@Kirsty+S27 

I also changed the app settings and as requested by @Kirsty+S27, although Netflix started working all by its self last week, it's now gone back to the spinning circle of doom!! 😡

[Bobafet]

Hello,

I am also having this issue and as suggested different solutions are available but the underlying issue is we have paid for this service and it's not working correctly. Can Sky please advise if anything is being done to resolve this? Thank you. 

[Eddy99]

@Kirsty+S27

Nope changed setting - still red circle of doom and have never got Netflix to work on both mini boxes - ever

[blobsie]

It looks like the message claiming to be the answer by a sky representative should updated to remove the "answer" status 

[Eddy99]

@blobsieUnfortunately she has a record of doing this when there is no answer, i have seen this before by the same person - jumps on one persons suggestion with no evidence it works for anyone.