Samsung Smart Hub Not Working or Not Loading? How to Fix It
Samsung groups several symptoms under Smart Hub not working: Smart TV won't start or freezes, a black screen appears in its place, it keeps loading, or apps won't open or are missing. Samsung's steps are a full restart, Home Mode, the network connection and DNS, a software update, and finally a Smart Hub reset or a factory reset. Samsung Russia also warns that Smart Hub can be unavailable or unstable in some regions because of local network restrictions.
Quick answer
When Smart Hub won't open, keeps loading or shows no apps, Samsung's first step is a full restart: unplug the TV for 2 minutes. Then make sure the TV is in Home Mode and online, try a manual DNS and update the software. Leave the Smart Hub reset for last, because it signs you out of your apps.
- 1.Turn the TV off, unplug it from the wall, wait 2 minutes and plug it back in.
- 2.Open Network Status (Settings → Connection → Network → Network Status on 2021 and newer models). If the network works but Smart Hub doesn't, go to IP Settings and set the DNS server manually to 8.8.8.8.
What it means
Smart Hub is the menu system of Samsung Smart TVs. Samsung Australia describes it as the place where you reach the TV's functions, download apps and games and browse the internet. Samsung Russia lists the signs that it isn't working: Smart TV doesn't start or freezes, a black screen appears in its place, it keeps loading, or you can't open apps or they are missing.
Samsung Russia adds a warning that applies before any fix: the SmartThings app, Smart Hub and some of their features may be unavailable or unstable in your region because of how local networks work and possible technical restrictions. Samsung says that in this situation the service being unavailable has nothing to do with the quality of the TV, and recommends checking the network connection first.
The official fix sequence starts with steps that change nothing (a restart and a look at the network status), moves on to settings (Home Mode, DNS, a software update) and ends with resets. Samsung New Zealand and Samsung Singapore give the same two main remedies for a Smart Hub that is not working properly: reset Smart Hub and update the firmware.
Common causes
- No working internet connection. Smart Hub needs the TV to be online. Samsung Russia's troubleshooting checks Network Status and, if no network is set up, says to connect one first.
- Regional network restrictions. Samsung Russia says Smart Hub, SmartThings and their features may be unavailable or unstable in your region because of local network specifics and possible technical restrictions. This is not a fault in the TV.
- Network connected, but Smart Hub still can't reach its service. For a TV whose network is set up while Smart Hub still fails, Samsung Russia's fix is to enter a DNS server manually and restart the TV and router.
- TV not in Home Mode. Samsung Russia includes checking that Usage Mode is set to Home as a step of its Smart Hub troubleshooting.
- Outdated TV software. Samsung Russia, New Zealand and Singapore all list a software (firmware) update as a fix for Smart Hub problems.
- Smart Hub data and settings. Samsung New Zealand and Singapore list a Smart Hub reset as a fix when it isn't working properly. The reset returns Smart Hub to its factory state and restarts it as if for the first time.
Before you start
- If the TV shows an error code, start with that code: see our guides on Samsung error 001, error 107 and error 202, which cover Smart Hub and server connection errors.
- Find your TV's series and model year. The menu paths below differ for J (2015), K (2016), M, N, R and T (2017-2020) and A (2021) and newer series, and Samsung Russia links its own guide on finding them.
- Have your TV PIN and your Samsung account ID and password ready. A Smart Hub reset asks for the PIN, and on 2018 and newer TVs setting up Smart Hub again asks for your Samsung account. If you've forgotten the password, Samsung Australia notes you can reset it.
- Before trying a Smart Hub reset, switch the TV to Live TV or an HDMI input. Samsung Australia says you can't reset Smart Hub from inside Smart Hub or an app.
Fixes, from safest to last resort
Restart the TV from the wall outlet
No data loss- 1Turn the TV off and unplug it from the wall outlet.
- 2Wait 2 minutes.
- 3Plug the TV back in, turn it on and open Smart Hub again.
- 4If you can't reach the outlet, restart it with the remote: hold the power button for a few seconds until the TV turns back on.
This is step 1 in Samsung Russia's Smart Hub troubleshooting.
Check that the TV is connected to the internet
No data loss- 12021 (A series) and newer models: open Settings → Connection → Network → Network Status.
- 22017-2020 (M, N, R and T series) models: open Settings → General → Network → Network Status.
- 32016 (K series) and older models: open Settings → Network → Network Status.
- 4If no network is set up, connect the TV to your Wi-Fi or with a network cable, then open Smart Hub again.
If Network Status shows the network is set up but Smart Hub still doesn't work, continue with the DNS step below.
Make sure the TV is in Home Mode
Re-setup needed- 12017 (M series) and newer models: open Settings → General (or General & Privacy) → System Manager → Usage Mode and select Home Mode.
- 22016 (K series) models: open Settings → System → Expert Settings → Usage Mode and select Home Mode.
- 32015 (J series) and older models: open Settings → Support → Usage Mode and select Home Mode.
These paths come from Samsung Russia's instructions; the English menu labels on your TV may be worded slightly differently.
Set the DNS server manually
Re-setup needed- 1Open Network Status using the path for your model year (see the step above) and select IP Settings.
- 2Change DNS Setting from Obtain automatically to Enter manually.
- 3Enter 8.8.8.8 as the DNS server. Samsung Russia gives 208.67.222.222 as an alternative.
- 4Restart the TV and the router, then connect the TV to your Wi-Fi again and open Smart Hub.
Samsung Russia recommends this when the network is set up but Smart Hub doesn't work. To undo it later, set DNS Setting back to Obtain automatically.
8.8.8.8Update the TV software
Re-setup needed- 1Open Settings → Support → Software Update → Update Now.
- 2Wait while the TV checks for an update. If a new version is available for your TV, the download starts automatically.
- 3When the update finishes, select OK and open Smart Hub again.
Reset Smart Hub
Removes apps & settings- 1Only if the steps above didn't help. Switch the TV to Live TV or an HDMI input first, because the reset doesn't work from inside Smart Hub or an app.
- 22016-2019 models: open Settings → Support → Self Diagnosis → Reset Smart Hub. 2015 J series: Menu → Smart Hub → Reset Smart Hub. 2014 H series: Menu → Smart Features → Smart Hub Reset. 2013 F series: Menu → Smart Hub → Smart Hub Reset. 2012 E series: press the Smart Hub button on the remote, then Tools → Settings → Reset.
- 3Enter your PIN. Smart Hub resets automatically and then starts as if it were the first time.
- 4Sign back in with your Samsung account ID and password, and reinstall the apps you had downloaded.
⚠ Resetting Smart Hub logs you out of all apps and your Samsung account, erases the accounts and settings stored in your apps, removes every app that wasn't pre-installed and returns all Smart Hub settings to factory default. Your Samsung account itself stays on Samsung's server.
Factory reset the TV and set up Smart Hub on another network (last resort)
Removes apps & settings- 1Only if every step above failed.
- 2Reset the TV to its factory settings, following Samsung's reset instructions for your model.
- 3After the reset, connect the TV to a different network. Samsung Russia suggests using a smartphone as a Wi-Fi hotspot.
- 4Start Smart Hub setup: press the Home or Smart Hub button, depending on your remote. On TVs from before 2016, select Smart Hub Setup. On TVs from after 2016, open Apps and select Settings.
- 5Follow the on-screen instructions. On 2018 and newer TVs you'll need to enter your Samsung account details.
⚠ A factory reset returns all of the TV's settings to factory default, including picture, sound and channel settings, and Smart Hub has to be set up again. Use it only after every other step has failed.
If a menu doesn't match your TV
- Not sure which series your TV is? Samsung Russia groups its menu paths by series: J (2015), K (2016), M, N, R and T (2017-2020) and A (2021 and newer), and links a guide on how to find your TV's series and year.
- The Reset Smart Hub paths above cover 2019 and older models. Samsung Australia publishes separate Smart Hub reset instructions for 2020-2021, 2022-2024 and 2025 models and notes that menus and sequences vary by location, so check the user manual for your exact model if you can't find the option.
- If the TV can't download the update over the internet, Samsung Russia also has instructions for updating the firmware from a USB flash drive.
- Samsung Russia's instructions don't say whether 2016 models use Smart Hub Setup or Apps → Settings to start the setup. If one option isn't there, try the other.
When to contact support
If none of the steps above help, Samsung Russia recommends taking the TV to a service centre for diagnosis, and Samsung New Zealand advises contacting Samsung if Smart Hub problems continue after a reset and a firmware update. Before you contact them:
- Have your TV's model number and its series and year ready.
- Describe exactly what you see: Smart TV doesn't start, freezes, a black screen, endless loading, or apps that won't open or are missing.
- List what you've already tried: the restart, Home Mode, Network Status, manual DNS, the software update, the Smart Hub reset and, if you did it, the factory reset.
- Say whether Smart Hub worked on a different network, such as a phone hotspot.
Sources
- Official source: Samsung Russia Support: Smart Hub does not work on Samsung TV (in Russian) · www.samsung.com
- Official source: Samsung Australia Support: Reset the Smart Hub on your Samsung TV · www.samsung.com
- Official source: Samsung New Zealand Support: What you need to do if you encounter Smart Hub error · www.samsung.com
- Official source: Samsung Singapore Support: What to do when you encounter error on Samsung TV Smart Hub · www.samsung.com
Frequently asked questions
Why is my Samsung smart TV not loading apps?+
Samsung treats apps that won't open or are missing as a Smart Hub problem. Work through its steps in order: unplug the TV for 2 minutes, check Network Status, make sure Usage Mode is set to Home, try a manual DNS such as 8.8.8.8 and update the software. If nothing changes, reset Smart Hub.
Does resetting Smart Hub delete my apps?+
It removes every app that wasn't pre-installed and logs you out of all apps and your Samsung account. Smart Hub settings go back to factory default. Your Samsung account isn't deleted: it stays on Samsung's server, and you sign back in with your ID and password after the reset.
Why can't I reset Smart Hub on my Samsung TV?+
Samsung Australia says the reset can't be done while you're inside Smart Hub or an app. Switch to Live TV or an HDMI input and try again. You'll also need your TV PIN, and the menu path depends on your model year.
Smart Hub on my Samsung TV isn't working in Russia. Is the TV faulty?+
Not necessarily. Samsung Russia says Smart Hub, SmartThings and some of their features may be unavailable or unstable in your region because of local network specifics and possible technical restrictions, and that this has nothing to do with the quality of the TV. Check your network connection and try a manual DNS server.
My Samsung TV is connected to the internet but Smart Hub doesn't work. What can I change?+
Samsung Russia's fix for this case is the DNS server. In Network Status, open IP Settings, change DNS Setting to Enter manually and enter 8.8.8.8 or 208.67.222.222. Then restart the TV and the router and connect to Wi-Fi again.
Do I need a Samsung account to set up Smart Hub again?+
On 2018 and newer TVs, yes: setting up Smart Hub after a reset asks for your Samsung account details. If you've forgotten the password, you can reset it before you start.
Smart Hub still doesn't work after a reset and an update. What now?+
Samsung Russia's last step is a factory reset of the TV, then setting up Smart Hub while connected to a different network, such as a phone hotspot. If that fails too, it recommends a service centre for diagnosis.
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