Hello, thank you for using Howly.
What troubleshooting have you done so far?
Power off at wall for tv and modem
What do you see when trying to access Netflix?
Just the cursor going round and round. Says Code NW-3-6
Do you use any VPN services?
not sure what you mean
These services can help you change your virtual location.
no then
Okay.
Have you tried reinstalling the application?
can you talk us through how?
does that mean taking it off the tv and re-installing it
Yes, correct.
Please, specify the brand and the model of your device.
GL Smart TV
You mean LG, correct?
yep, sorry
No worries! Just making sure.
Press the remote's Home button to bring up the Home screen on the TV. Use the remote to select the Pencil icon to the right of the apps.
Use the left arrow on the remote to go to an app you want to delete and press OK on the remote.
Use the remote's up arrow to go to the X at the top of the app. Press OK. Select Yes to remove the app.
theres 2 of us here. just going to try again, hang on!!
No worries, take your time.
ok done that
netflix has been deleted
Okay, good!
Click on the Home/Start button to open the launch bar.
Find the LG Content Store on the launch bar and click on it.
Cycle through the arrows on your remote to reach the App tab and click on it.
Find Netflix and click Install.
after clicking on content button we get network is disconnected
Okay, so on your TV you don't have access to the internet at all?
yes we do but don't use it. We have been using netflix so we must have internet??
Could you please tell me when and how did the problem occur?
just didn't connect when we turned Netflix on yesterday
Before that it was working just fine?
yes
Just to confirm that we are on the same page: when you said that you get network disconnected, was it in the LG content store, right?
yes thats right
On your TV, can you access any browser and try googling anything? It seems like only your TV is not connected to the Internet.
pls explain how we get there
What internet-related apps do you have on your TV?
google chrome? thats what we have on our computers
If you have Google Chrome on your TV, please, try accessing it.
not sure which button to press on remote?
Press the Settings button on your remote. Select to Network > Network Status to bring up the network status page. You should see 'Wired/Wireless network is connected' depending on your network setup. Let's check the Internet this way.
coming
Sure, no rushing.
Says ethernet not connected
had to find password. we are with Spark and it says now connected
Okay, good!
Click on the Home/Start button to open the launch bar.
Find the LG Content Store on the launch bar and click on it.
Cycle through the arrows on your remote to reach the App tab and click on it.
Find Netflix and click Install.
no install button??
What do you see instead?
start watch movies
Okay, click on that.
found install button
Okay, good job!
says app been install
Let's wait for it to install.
Okay, good.
Now go back to the home screen. You should see the Netflix app here.
we keep losing the cursor
No problem. Let know when you have opened the app.
trying to sort language
Do you mean that your TV is not in English?
yes it is but when interface language comes up and we press english it doesnt click in
Okay, I see.
May I ask you to restart your TV?
now trying to save profile
Okay, take your time.
doesnt seem to want to click in
Then, please, try restarting the TV. It should help.
TV off now. wait 10 sec then restart
Yes, thank you.
instead of netflix it just says Start
You see this, after you clicked on the Netflix app?
netflix app wasnt there, just start. now we have to sign in again
Please, do. It happens sometimes.
signing in
Let me know about the results.
wow i think we got it. also Netflix in apps
Now you can access Netflix with no problem?
seems like it yes thankyou so much
You are welcome!
Do you have any additional questions I can help you with?
I am so pleased to see your issue got resolved!
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