Troubleshooting

On Samsung Smart TVs from 2015 with the operating system Tizen 2.3 and higher, the latest Zattoo App version is available. For error-free usage of Zattoo including all available features, make sure all software updates are installed. If you have a problem using Zattoo, please go through these steps one by one and try the next one if the issue remains.

Please note: The Zattoo App is still available for Samsung Smart TVs 2013 - 2015 with the operating system Orsay. However, it will not be updated anymore. An update to a newer app version is not possible. We apologise for any inconvenience caused. The steps mentioned-below can be performed only if available for your device. Devices from 2012 (E-Series) and older are not supported by us. On our product page for Zattoo Germany and Zattoo Switzerland you will find an overview of all officially supported devices.

1. Press and hold the back button for 8 - 10 seconds to close the Zattoo app completely.

2. Disconnect TV from power supply: Switch off the TV completely and disconnect it from the power supply for about 10 minutes. This process resets the TV's internal memory and may fix an issue right away.

3. Reinstall the Zattoo app on Tizen devices:

• Press Home button to open Smart Hub.
• Open Apps.
• Select gearwheel icon on the top right.
• Select Zattoo.
• Select Reinstall.

4. Firmware update for Orsay devices (2013 - 2015):

• Press Menu button.
• Select Support.
• Select Software Updates.

Firmware update for Tizen devices (2.3 and later):

• Press Home button.
• Select gearwheel icon on the left bottom corner.
• Select Support.
• Select Softwareupdate.

5. Reset Smart Hub to factory settings:

This step can help to fix various issues. By resetting your Smart Hub, all your apps will be deleted. Those that aren’t preinstalled can be downloaded again from the Smart Hub.

Orsay devices:

• Press Menu button to open Menu.
• Select Smart Hub.
• Select Smart Hub Reset.

Tizen devices:

• Press Home to open Menu.
• Select gearwheel icon on the left bottom corner to open Settings.
• Select Support.
• Select Auto Diagnostics > Smart Hub reset.
• Enter your security PIN > The default PIN number for your television is 0000.
• Confirm with Yes.

6. Check and optimise your network connection:

For helpful tips, click here.

7. Factory reset:

To solve a problem on your TV, a reset can be a fast and easy way to solve it. Please find more information here. 

8. Zattoo app not available for download: Check your Smart Hub region. For further information click here.

If the problem remains, please contact us here and send us the following information:

• TV model
• Firmware-/software version
• Zattoo app version
• Your Zattoo email address
• Description of the exact steps you carried out when the problem occurred. This helps us to identify the problem and to help you as fast as possible.