If you are experiencing problems with the My5 application on your Samsung TV, we recommend that you firstly follow the steps outlined in our Video playback checklist.
If you still have problems after following the checklist, it is usually a good idea to make sure your TV has the latest version of the Samsung software (also known as firmware).
There are two methods of upgrading your TV's firmware:
- Online via your TV’s settings
- Via USB memory drive – go to the Samsung TV support website and search for “How do I upgrade my Samsung TV's firmware via a USB memory drive?”, then click on the help article.
If you are still experiencing problems after upgrading your firmware, please get in touch with our Customer Services team.