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360 Box intermittently unusable when launching Netflix

WhaleTrain
Tuning in

I seem to be having an odd issue whereby on the Netflix app is affected.

I will launch Netflix as usual, and I get one of three scenarios:

  1. The app will launch and be useable - no issues with some freezing when navigating the UI
  2. The app will simply stay on the Netflix boot logo for all eternity and will never load - I'm forced to restart the box
  3. The app will stay on the Netflix boot logo but then shortly after will give me an error code and suggests I contact support.

To note, this only happens on my downstairs 360 box and not the 360 Mini box we have situated upstairs.

I've already tried a wired/wireless connection, restarting the box etc. and it still happens.

I get Netflix as part of my contract so I expect a working app.

10 REPLIES 10

roy247
Community elder

If Netflix is the only app you are having problems with you could try changing match frame rate to off if set to on, also try a factory reset of the box using the keep recordings option you will then have to sign in again to your apps and if these don't work you could then try swapping the boxes around and if the fault follows the box then it would definitely prove the box is faulty.

You can then either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

newapollo
Very Insightful Person
Very Insightful Person

@WhaleTrain wrote:

I seem to be having an odd issue whereby on the Netflix app is affected.

I will launch Netflix as usual, and I get one of three scenarios:

  1. The app will launch and be useable - no issues with some freezing when navigating the UI
  2. The app will simply stay on the Netflix boot logo for all eternity and will never load - I'm forced to restart the box

Go to Home > Settings > Audio & Video >  Match Frame Rate > set  'match frame rate'  to Off

Dave
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Ayisha_B
Forum Team
Forum Team

Hi @WhaleTrain 

Welcome back to our Community Forums and thanks for your post.

Just checking into see if you the suggestions on this thread has helped at all?

If you need further support, let us know.

Ayisha_B
Forum Team

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Hi guys,

Sorry on the delay here.

So the matching frame rate and a factory reset actually did help the inital app freeze on start up.

What it didn't fix though was the intermittent error message scenario on app boot - this remains.

Thank you for coming back to us WhaleTrain. 

Glad to see the factory reset did help 😊.

Was you able to uninstall  the app and then reinstall it, does the error still remain? 

Let us know how you get on. 

Ari - Forum Team


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If you’re able to assist in how to remove and reinstall Netflix on my 360 box that’d be great.

I wasn’t aware there was an option to uninstall nor can I find one.

Joseph_B
Forum Team
Forum Team

Hey @WhaleTrain,

Our mistake, the Apps cannot be fully uninstalled from the box, however what we would like to see if possible is an image of the intermittent error you receive, this allows us to check the systems for that specific error message and see if a different fix might prove beneficial for you.

Joe

Thanks for responding.

Please see below my image, this is also starting to happen with YouTube - I believe this is the same error code as Netflix also:

IMG_0419.jpeg

Thank you for sending this over, just to confirm this is happening with Netflix and YouTube?

How long has this been happening? 

Matt - Forum Team


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