RESOLVED: My5 app not loading properly on 2013 Samsung TVs

*** RESOLVED: We believe that this issue has now been resolved. However, if you are still experiencing this error, please contact us ***

We have become aware of a problem with the My5 app not loading properly on Samsung TV sets built in 2013 (those with an F in the fifth character of their model number), which are running the device’s latest system software update.

Those affected by this issue will be presented with a blue screen which has a red button in the corner and the app will go no further.

We’re working to understand what is causing this issue and what can be done to resolve it as soon as possible.

We apologise for the inconvenience caused by this problem and appreciate your patience as we work to get a fix in place for it.

This issue is specifically affecting Samsung TVs that were built in 2013 and the My5 app should still be available on other platforms, including the website: