TV Apps Keep Freezing or Crashing: What to Check Before Resetting the TV

When a streaming app freezes, crashes or refuses to open, it does not necessarily mean your television is failing. The cause may be the app itself, an internet interruption, outdated software, limited storage or corrupted temporary data.

A factory reset should normally be one of your final troubleshooting steps. It can remove downloaded apps, saved accounts, picture settings and other preferences. Work through the checks below before erasing the television and starting again.

First, check whether the problem affects one app or every app

Open two or three different apps on the television. This simple test helps narrow down where the problem is occurring.

• Only one app is affected: the problem is more likely to involve that app, its service or its saved data.
• Several streaming apps are affected: check the television’s internet connection, available storage and system software.
• The entire television is slow or freezing: restart the television and check for a system update.
• The same app fails on every device: the streaming provider may be experiencing an outage.

If possible, try the affected service on a phone, tablet or computer connected to the same home network. This can help distinguish a television problem from a service or internet problem.

Close and reopen the app

Return to the television’s home screen and close the affected app completely if your television provides that option. Waiting on another screen may leave the application running in the background.

Some televisions allow you to force-stop an app through their application settings. The exact menu names vary between brands, so follow the instructions for your particular model.

Reopen the app and check whether it now responds normally.

Restart the television properly

Putting the television into standby does not always complete a full restart. The operating system and applications may remain loaded in memory.

1. Turn the television off using its remote or power button.
2. Wait until it has completed its normal shutdown.
3. Disconnect its power plug if it is safe and accessible.
4. Wait approximately 30 to 60 seconds.
5. Reconnect the power and turn the television back on.

Always follow the manufacturer’s instructions, particularly if the television is wall-mounted or its power connection is difficult to reach.

Check the streaming service

Sometimes the television and your internet connection are working correctly, but the streaming provider is experiencing a temporary problem.

Try opening the service on another device. You can also check the provider’s official support page or service-status information.

Australian services you may want to test include:

• ABC iview
• SBS On Demand
• 7plus
• 9Now
• 10
• Stan
• BINGE

If only one service is unavailable across several devices, changing television settings is unlikely to solve the immediate problem.

Test the television’s internet connection

A streaming app may open successfully but freeze when it attempts to load video. Check the television’s network status and confirm that it still reports an internet connection.

Then test another connected device in the same room. A phone working beside the router does not necessarily prove that the television has a reliable signal at its location.

You can also try:

• restarting the router according to the provider’s instructions;
• temporarily connecting the television by Ethernet, if supported;
• moving wireless equipment that may be interfering with the signal;
• testing the television using a phone hotspot for diagnosis only; and
• checking whether downloads or other devices are heavily using the connection.

Be mindful of mobile data charges if you test using a hotspot. Do not leave high-quality streaming running longer than necessary.

Update the affected app

Older versions of an app can stop working properly after the provider updates its service. Open the television’s app store and check whether an update is available.

Some televisions update applications automatically, but automatic updates may be delayed or prevented when storage is low.

Install any available update, restart the television and test the app again.

Update the television’s software

Streaming applications depend on the television’s operating system. An outdated system can cause compatibility, login and playback problems.

Open the television’s support, system or software-update menu and check for an update. Keep the television connected to power and do not interrupt the installation.

If the television reports that it is current, note the installed software version. That information can be useful if you later contact the manufacturer.

Check the date and time

An incorrect system date or time can interfere with secure connections, account authentication and digital certificates.

Open the television’s date and time settings and use the automatic network-provided option where available. Restart the affected app after correcting the setting.

Free some storage space

Smart televisions have limited internal storage. Applications may become unstable when very little free space remains.

Remove apps you no longer use and delete unnecessary downloaded material where your television allows it. Avoid removing system applications or changing unfamiliar advanced settings.

Restart the television after freeing space so the operating system can reload cleanly.

Clear the app’s cache or saved data

Some television platforms allow you to clear temporary app files. This can fix corrupted data without resetting the entire television.

Look for the affected application under the television’s app or storage settings. Depending on the platform, you may see options such as:

• Clear cache
• Clear data
• Reset app
• Force stop

Start by clearing the cache if that option is available. Clearing all app data is a larger step and will usually sign you out or remove saved preferences.

Make sure you know your account details before clearing data.

Uninstall and reinstall the app

If the application still fails, remove and reinstall it where the television permits this.

1. Confirm that you know the account email address and password.
2. Uninstall the affected app.
3. Restart the television.
4. Download the app again from the television’s official app store.
5. Sign in and test playback.

Some preinstalled applications cannot be removed. In that situation, the television may provide a reinstall, reset or update option instead.

Sign out and back in

An expired or corrupted account session can cause an app to loop, freeze or return to its opening screen.

If the app remains responsive enough to access its settings, sign out and restart it before signing back in. Check your subscription or account status directly with the service if it continues to reject your login.

Use a platform or app-hub reset before a factory reset

Some televisions provide a smaller reset that affects their applications or smart platform without erasing every television setting. Depending on the manufacturer, it may be described as resetting the app hub, smart services or application platform.

This type of reset can still remove accounts and downloaded apps, so read the confirmation screen carefully and record anything you may need to restore.

Use a complete factory reset only as a final step

A factory reset may erase:

• downloaded apps;
• streaming-service logins;
• Wi-Fi details;
• picture and sound settings;
• channel tuning; and
• accessibility and device preferences.

Before proceeding, photograph important settings and confirm that you have the required account passwords. Follow the reset instructions for your exact television model.

If a single app is the only thing failing, resetting the whole television may create unnecessary work without resolving a problem controlled by the app provider.

When to contact the app provider

Contact the streaming provider when:

• only its app is affected;
• the app fails on several devices;
• you receive a repeatable error code;
• your account or subscription is not being recognised; or
• the provider no longer lists your television model as supported.

Provide the television brand and model, app version, software version and exact error message where possible.

When to contact the television manufacturer

Manufacturer support may be appropriate when multiple apps crash, the entire television regularly freezes, updates cannot be installed or the television repeatedly restarts.

If the television is still covered by a warranty or consumer guarantee, contact the retailer or manufacturer before arranging an unauthorised repair.

Useful official support resources

• Google TV help for slow or unresponsive televisions
• Google TV troubleshooting guidance
• LG support for apps that freeze, crash or fail to load
• Samsung Australia support for television apps that are not working

Menu names and available troubleshooting options vary between television brands and models. Confirm instructions against the support information for your exact model.

Still not sure what to reset?

If you are deciding whether to reset the television, replace it or contact a technician, tell us which apps are affected, what you have already checked and the television’s model number.

Ask Adrian before resetting or replacing your television →