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New Contributor
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Problems with the HBO Go service on my Samsung LCD HDTV
Greetings,
I have a Samsung ln40c630k1f LCD HDTV with built in internet features. I installed the HBO Go application as soon as it was available and it's been working wonderfully up until about 2 weeks ago.
I realize that the Cox branch of the HBO Go service is still in Beta, but I've never seen this sort of thing happen so suddenly without software changes, and months of near perfect functionality.
The interface with all of the available HBO programs loads up just like normal. It will even let you choose a program to watch and start the loading process. After displaying the HBO Go animation and the ratings screen, it just hangs up.
At this point it will do 1 of 3 things. It will show a message saying that the requested movie isn't available at this time, roll right back to the HBO Go interface or just sit there displaying the buffering animation until I exit the program.
I realize that Cox probably doesn't have a whole lot of control over this service, but I'm starting to get a little desperate. I've been able to get absolutely nothing for support on this matter from either Samsung, or HBO. Any ideas or suggestions that you might be able to provide would be greatly appreciated.
ChrisL
Former Moderator
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One thought is maybe there's a problem with the data connection. You could see if there are Internet problems with other computers in the home however if they're fine I'm not really sure how you would go about troubleshooting the TV further.
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Becky
+2 more
Moderator
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Hi Dave,
Since HBO GO for your Samsung Smart TV is an app, you might try uninstalling and reinstalling it. If you have the same problem after reinstalling the app, email contacthbogo@hbo.com. It may be an issue that HBO is familiar with and have a fix for!
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Dave
New Contributor
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@ ChrisL: That's a good call and it was the first thing I did. All other computers and internet connected devices are working fine. I can even get the service to work on my phone over my house wireless network. The app on the TV seems to be the only thing having a problem.
Thank you for taking the time to answer.
@ Becky: I've tried to uninstall the app, but the TV doesn't seem to be inclined to give me that option. Thank you very much for the contact information. I'll try that next.
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Dave
New Contributor
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I don't think I'd give that XXX-XXX-XXXX number out anymore. That's apparently for system wide outages. The fellow that answered was pretty angry about me being able to reach him.
The email address has been kind of working out. I sent in all the details and they scripted a bunch of questions back to me. I answered the questions and they eventually told me that the issue was being escalated. I haven't heard anything else back from them in 2 weeks.
I'm getting the impression that HBO Go support kind of **.
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MattK
New Contributor
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Dave,
I was having the exact same problem, starting around the exact same time as you with my Samsung LED TV. Before that, HBO Go worked perfectly. The interface would load but I would get a message that said "Please Note. Video cannot be played at this time." I have searched high and low for a solution. I reset the Smart Hub, I soft reset the TV, and then I did a factory reset of the TV, and nothing worked. And, there was no way to uninstall and try to reinstall the HBO Go app on my TV because it is a "recommended" app.
I finally got in touch with someone at Samsung who suggested I upgrade my TV firmware. I told him that the TV says there was nothing to update. I gave him my firmware version and he said that there was in fact a firmware update on the Samsung website. I downloaded the firmware, followed the instructions and HBO Go FINALLY works!
Perhaps your TV needs a firmware update? According to the Samsung website, your model of TV has a firmware update (ver1010.0/1005.0). Hope this helps!
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