Troubleshooting

On Samsung Smart TVs from 2015 with the operating system Tizen 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 the following steps in order to get troubleshooting help. Try the next solution, if the issue remains.

Please note: The Zattoo App is still available for Samsung Smart TVs 2012 - 2015 with the operating system Orsay. However, it will not be updated anymore. An update to a newer app version is not possible. We apologize for any inconvenience caused. The steps mentioned-below can be performed only if available for your device. Devices from 2011 (D-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. 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.

2. Reinstall the Zattoo app (only for Samsung Smart TVs with operating system Tizen J (2015), K (2016), M/Q (2017), N/Q (2018), R/Q (2019) series:

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

3. Firmware update for Samsung Smart TVs with operating system Orsay E (2012), F (2013), H (2014), J (2015) series:

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

Firmware update for Samsung Smart TVs with operating system Tizen J (2015), K (2016), M/Q (2017), N/Q (2018), R/Q (2019) series:

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

4. 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.

E-series (2012):

• Press Tools button to open Smart Hub.
• Select Settings.
• Select Reset.
• Enter your security PIN > The default PIN number for your television is 0000.

F (2013), H (2014) and J (2015):

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

J (2015), K (2016), M/Q (2017), N/Q (2018), R/Q (2019):

• 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.

5. Check your internet connection:

The app will only work properly if your Internet connection is constantly stable. For a stable transmission we recommend a LAN connection (cable connection). Wi-Fi (i.e. a wireless connection) can be affected by many factors that are not apparent at first glance and is much more susceptible to errors than a cable connection.

Note: For users who have not laid any cables directly at home or in the apartment, there is the option of laying LAN via a socket (e.g. Powerline adapter from Devolo or Fritz). Here you can also find a Powerline adapter comparison.

Further information on streaming quality can be found here: https://support.zattoo.com/hc/en-us/articles/200280668-Issues-with-streaming-quality-

6. Zattoo app not available for download: Check you Smart Hub region. For further information click here: https://help.playmo.tv/article/57-how-to-change-a-smart-hub-region-on-a-samsung-smart-tv

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
• Detailed error description with steps to reproduce the error