Reply
Logi Browser
Sacramento
Posts: 6
Registered: ‎12-06-2011

Re: netflix won't connect

I too have the same issue.  Yes, the old version worked.  The new version works sometimes.  When Netflix on my Logitech Revue stops working I switch to the Netflix on my Blu Ray.  Netflix is not the problem, it is the software on the updated version of the Logitech Revue that seems to be the problem.  Time for someone (Logitech) to find the bug.

Retired Logitech Employee / Moderator (Inactive)
CatLogitech
Posts: 3,664
Registered: ‎10-05-2010

Re: netflix won't connect

Here are all the steps to see if you can get Netflix working again.

 

STEP 1: Ensure that other Netflix Activated Devices are Working

 

If you have other Netflix Activated Devices (such as a Netflix-ready Bluray Player or a Playstation 3) please ensure that these devices are currently working. For troubleshooting purposes, please do not include your computer, as it accesses Netflix services in a different way. 

 

RESULT:

 

STEP 2: Clear Netflix Application Cache and Data

 

1. Navigate to the Google TV Home Screen (If in doubt, press the ‘Home’ Key)

2. Select the ‘All Apps’
3. Select ‘Settings’
4. Select ‘Applications’
5. Select ‘Manage Applications’
6. Use the directional arrow to scroll until you see Netflix, then select it (You can also type ‘N’ to jump alphabetically )
7. Select ‘Force Stop’ and press ‘OK’ when prompted
8. Select ‘Clear Data’ and press ‘OK’ when prompted
9. Select ‘Clear Cache’ (if available)
10. Restart the Revue by pressing and holding the Ctrl, Alt, and Delete keys at the same time
11. Attempt to sign into Netflix again once the Revue has rebooted

 

RESULT:

 

=============================================

 

STEP 3: Deactivate the Netflix Application on the Logitech Revue

 

NOTE: The following only applies if you are able to log into your Netflix application. If the failure is happening prior to logging in please disregard this step.

 

1. Enter the following code using the directional keys on your Keyboard Controller (this needs to be done fairly quickly):

 

                     Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up

 

2. Select ‘Deactivate’ on the Netflix Application information screen

3. Confirm your decision to deactivate

4. Restart the Revue by pressing and holding the Ctrl, Alt, and Delete keys at the same time
5. Attempt to sign into Netflix again once the Revue has rebooted

 

RESULT:

 

=============================================

 

STEP 3: Deactivate the Revue from your Netflix Account

 

Please try removing the Logitech Revue as an authorized Netflix device from your Netflix account. To do so, please follow the steps outlined below:

 

1. Navigate to www.netflix.com on your computer

2. Log into your Netflix account

3. Click on 'Your Account & Help' link located in the upper-right

4. Click on 'Manage Netflix ready devices and computers'

5. Click on the 'Deactivate' button

6. Confirm that you want to deactivate the devices

 

NOTE: Netflix indicates that Deactivation can take up to 30 minutes to take effect in their system, so please wait before trying to log into your Netflix account again. Also note that you may need to log back into your Netflix account on all your devices after Deactivation.

 

RESULT:

 

=============================================

 

STEP 4: Factory Reset the Logitech Revue

 

1. Go to the Google TV Home Screen

2. Select 'All Apps'

3. Select 'Settings'

4. Choose 'Privacy & Safety'

5. Select 'Factory Data Reset'

6. Select 'Reset Device'

7. Confirm that you want to erase all data

 

The Revue should now reboot and walk you through configuring your basic Revue settings again. Ideally, at this point all pre-existing account data should be cleared, which is the goal. If you are given the option to restore from backup, please do not, as it will be counterproductive in this case. Once you have configured your Revue, please try launching the Netflix application and logging in with your credentials.

 

NOTE: This process will clear your personal information and any apps you have downloaded

 

RESULT:

 

=============================================

 

STEP 5: Perform Network Speed Test with Revue

 

To ensure that you continue to have a valid Internet connection after the Netflix application is launched, and that this connection meets the minimum requirements for the new Netflix app, please perform the following steps on your Revue:

 

1. Go to the Google TV Home Screen

2. Select 'All Apps'

3. Find ‘Google Chrome’ and launch this application

4. Navigate to the following URL using the address bar that appears at the top of the screen: www.speedtest.net

5. Click ‘Begin Test’

6. Note the Download Speed (in Mbps)

7. Note the Upload Speed (in Mbps)

8. Note the Ping value (in ms)

 

RESULT:

 

=============================================

 

STEP 6: Connect directly to Modem

 

NOTE: You may disregard this step if you have a Modem/Router combo provided by your ISP

 

We have recently found that some customers do not encounter problems accessing Netflix when connecting the Logitech Revue directly to the Modem. This suggests a problem with the communication between the Router and the new Netflix application introduced with the “Honeycomb” Android 3.1 update. By connecting your Revue directly to your Modem with an Ethernet cable, we can isolate the issue.

 

1. Disable Wi-Fi on your Revue: 

                A) From the Google TV Home Screen, select ‘All Apps’

                B) Locate and select ‘Settings’

                C) Select ‘Network’

                D) Choose ‘Wi-Fi’

                E) Uncheck ‘Wi-Fi’ to disable

2. Connect the Modem directly to the Ethernet port on the Logitech Revue (instead of the Router)

3. Power-cycle your Modem and Revue:

                A) Unplug your Modem and Revue from power

                B) Plug in your Modem and wait 30 seconds

                C) Plug in your Revue and wait for it to boot up to the Google TV Home Screen

4. Connect your Revue to your network:

                A) From the Google TV Home Screen, select ‘All Apps’

                B) Locate and select ‘Settings’

                C) Select ‘Network’

                D) Choose ‘Ethernet’

                E) Select ‘Set’

5. Attempt to sign into Netflix again once the application has restarted

 

RESULT:

--------------------------------------
Cat
Logitech Support Specialist

If a reply adequately addresses your technical issue, please click on the "Accept as Solution" and "Give Kudos" button so this information can benefit other users via search.
Logi Browser
adaiches
Posts: 6
Registered: ‎12-15-2011

Re: netflix won't connect

#1 no other devise

#2 won't connect

#3 arrows won't bring up netflix box to disactivate.  on computer netflix showing

#4 Message comes up "Process system not responding force close or wait" won't connect

#5 Download 2.64 Upload 0.42 Ping 46ms

#6 I don't have a cable long enought to reach tv from modem

 

 

 

Retired Logitech Employee / Moderator (Inactive)
CatLogitech
Posts: 3,664
Registered: ‎10-05-2010

Re: netflix won't connect

What is your speed test at a PC?

 

I am asking because Netflix needs about 1-1.5Mbps to work well.

--------------------------------------
Cat
Logitech Support Specialist

If a reply adequately addresses your technical issue, please click on the "Accept as Solution" and "Give Kudos" button so this information can benefit other users via search.
Logi Nu
panton
Posts: 3
Registered: ‎12-19-2011

Re: netflix won't connect

I don't want step #6 as a solution.  The Revue must work via wireless router with Netflix -- if it doesn't, its worthless for my system setup -- I bought it for its wireless function, please make it work the way it was inteneded, even if that means going back to 2.1 where it worked perfectly.

Logi Browser
adaiches
Posts: 6
Registered: ‎12-15-2011

Re: netflix won't connect

On my laptop- Download 2.52  Upload 0.43   Ping 55ms

Logi Browser
russnc22
Posts: 11
Registered: ‎12-13-2011

Re: netflix won't connect

Panton, very well said!  

 

Cat, I think that I am correct in saying this, several of the people here have already been through these steps, as you have already stated them seperately numerous other times.  These solutions are not working and many people have already told you that.  

 

We didn't have this issue before the update!  Do you at Logitech have a Revue that you can test your Netflix connectivity on?  If so, do you guys not have any problem?  It seems as though what you are suggesting is that everyone here happens to have an isolated issue that is only prevelant amongst our Revues and our's alone.

 

Finally, let me say it again, the solutions that you keep offering DO NOT CORRECT THE PROBLEM!

Retired Logitech Employee / Moderator (Inactive)
CatLogitech
Posts: 3,664
Registered: ‎10-05-2010

Re: netflix won't connect

Due to people making multiple thread I have to post them multiple times. Also if people are not willing to do these steps for TROUBLESHOOTING then we can no longer help as these steps and the results need to be seen before we can go farther.

 

I am not saying these are solutions. I am saying these are troubleshooting steps.

 

Also for netflix you need at least 1.5Mbps upload and download.

 

Also have any of you tried calling Netflix and see if they can help at all as they made the App and this is not effecting everyone?

--------------------------------------
Cat
Logitech Support Specialist

If a reply adequately addresses your technical issue, please click on the "Accept as Solution" and "Give Kudos" button so this information can benefit other users via search.
Logi Browser
adaiches
Posts: 6
Registered: ‎12-15-2011

Re: netflix won't connect

On step #4 message comes up Process system not responding Fource closr or wait.

Could this mean that it is not loading properly?

Also could the netflix be deleated and re installed?  maybe there is something not loading properly

I have tried to call support but all i get is being put on hold and after 30 minutes it disconnects without talking to a person

I still don't have netflix!!!

Retired Logitech Employee / Moderator (Inactive)
CatLogitech
Posts: 3,664
Registered: ‎10-05-2010

Re: netflix won't connect

[ Edited ]

If you cannot do a factory reset through the menu's then press and hold the button on the back of the Revue until you see a picture of a TV with a down arrow then you can release the button.

 

The Revue should now reboot and walk you through configuring your basic Revue settings again. Ideally, at this point all pre-existing account data should be cleared, which is the goal. If you are given the option to restore from backup, please do not, as it will be counterproductive in this case. Once you have configured your Revue, please try launching the Netflix application and logging in with your credentials.

--------------------------------------
Cat
Logitech Support Specialist

If a reply adequately addresses your technical issue, please click on the "Accept as Solution" and "Give Kudos" button so this information can benefit other users via search.