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Jessica Wade

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Aug 2, 2024, 7:29:07 AM8/2/24

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Ipad on AP11 FW 1.4.1 is unable to stream video on netflix and IMDB

On the netflix APP, I get an error, Network Error, we could not play this video due to a network error. Pls try again later.

If I tunnel VPN thru the wifi connection, the same IPAD is able to successful stream video on netflix and IMDB.

All other android and windows PC is able to access netflix and IMDB normally.

I have already disabled the app control feature totally. But the traffic block still occurs. (Change to application activity summary)

@aberchin This is not expected behavior I have tested with an AP12 with an iPad running 13.3 and I tested Netflix and unlimited and limited bandwidth with 1MB and it still ran. Please reach out to support to assist in troubleshooting.

There is sound coming from CRAVE, DEMAND, PVR recorded shows as well as satellite television. I have tried all the usual tricks, power off everything, reset the 9500s, reset Netflix, nothing resolves this problem. Netflix runs normally for me from my Smartphone, computer and from my Sony and Samsung Smart TVs.

That article was not helpful, thx since audio works with everything on the 9500 expect for Netflix. This issue materialized on both 9500s, not the 7500 since Netflix is not available as an app on the 7500, unless that got pushed by Bell and I just haven't checked for awhile.

The problem is now resolved on one of the 9500s. Earlier today, Bell support sent me one replacement 9500 which I installed last night and it seems that everything is working as it should - inlcuding sound from Netflix. I should also note that the replacement 9500 doesn't have the CRAVE app in the app menu. If CRAVE ever gets pushed to this 9500 and reappears in the app menu, I will not run it.

Just connected my replacement 9500 receiver,and still no audio from netflix app.This is the same problem as the new 1st receiver,3weeks old installed by Bell.All tv ,and recordings and Crave work perfect.Tryed rebooting and also reloading Netflix app stll picture but no sound.When you exit the Netflix app ,it most times reboots receiver.Once again this is the same problem as the 1st one.I think you guys have a problem in your Netflix software.

I also just connected a 9500 replacement receiver and have picture but still no sound from Netflix app. I was able to get sound from Netflix using the optical output from the receiver but you need an amplifier with an optical input. There definitely is a problem with getting sound from Netflix using the HDMI output.

Just received my first 9500 as a replacement for an unserviceable 9400. Stumbled upon this forum when asking the internet the question "no sound from Bell 9500 when using the embedded Neflix App". Therefore, this is my first foray on this forum but by way of introduction I am a first adopter of Bell Satellite since way before the 4700 and I have experienced more than my fair share of sat receiver replacements. When the tech and I first connected this 9500, I noticed that there are no longer component outputs on the 9500 receiver, just old composite analogue cable technology to go with HDMI. Now there is a step forward. I guess Bell does not want you to feed two HD monitors from one receiver anymore. But I digress. The tech showed me how to access the Netflix and Crave apps using the new remote. OK. Good to know. Another option for receiving these services other than from my other devices. However, when I started experimenting with Crave and Netflix reception thru the 9500 using HDMI, exactly the same thing happened to me as described above, picture, with no sound, on Netflix. When selecting Crave on the 9500, picture and sound no problem, thru the same HDMI connection. I also noticed that after exiting Netflix from the 9500, the receiver would automatically reboot every time, again just as described by other users above. Finally, when I get back to satellite TV after a 9500 reboot, the picture and sound again have no problem thru the same HDMI connection. From a trouble shooting perspective, the HDMI 1 connection to/from the main Audio Video Receiver (AVR) is the same, the audio selections on the AVR HDMI 1 connections are the same, the connections to the 9500 are the same, the audio selections on the 9500 are the same, the HDMI 1 cable is the same, all other devices with Netflix and Crave such as smart TV direct, smart OPPO Blu ray player, smart phone thru chromecast operate normally with audio and sound on Netflix and Crave. The only item that changes is selecting Netflix thru the 9500 App. Thus I can only agree with Peter476, that from this troubleshooting of the "new" 9500, there is a problem right from brand new with the HDMI handshake coming from the 9500 HDMI output to the AVR input when using Netflix. You get video, no sound on Netflix on the first handshake and when you leave the Netflix app on the 9500 the resulting HDMI handshake to get back to satellite reception causes a full reboot of the 9500. Houston, I believe that we have a common problem with the 9500 Netflix app right from brand new. Thanks for listening.

Hi there @Griffon, thanks for your post, and welcome to the Bell Community.
Do you have the option of testing out the suggestion above from @Peter476? They were able to get audio on Netflix when using the optical output.
Are you accessing Netflix by clicking the Apps button on your remote, or by launching channel 1267?
Keep the Community posted.
- Patricia

I did not try to get Netflix audio using optical output because it sorta defeats the purpose of one connector, HDMI, for both audio and video to the AVR AND HDMI is not providing the audio from Netflix. Maybe Bell should be troubleshooting this. I was only trying to access Netflix using the App button on the 9500 remote, not chan 1267. When I discovered the issues with accessing Netflix thru the 9500 remote app I was reluctant to cause more issues and 9500 rebooting by accessing Netflix at all thru the 9500 using chan 1267. I have returned to using my other devices for Netflix access rather than the 9500. Maybe Bell can advise of a permanent fix when they troubleshoot their equipment hardware and software.

Usually power off puck or come out of netflix load another app then back to netflix would normally resolve it. However today none of this works it sticks at 20% on every attempt to view. Have had to resort to using the native TV app this works fine. How is something this flawed not picked up in testing?

I think the cause of such issues is all down to how Sky/Comcast's streaming platform works. All the apps on Glass & Stream are hosted on a server, not on the device itself. This is the root cause of the general sluggishness of the interface and the reason apps can take up to 30 seconds to buffer up to even just HD quality.

The servers are clearly under an ever increasing load as more and more people sign up to the service so there's an awful lot of data being sent up and down to those servers from many, many connections. There's clearly a lack of cache space in the pucks as they simply don't cope well under any sort of pressure. Fast forwarding and rewinding for example, is such a slow & glitchy affair (even on a basic HD stream) that it's already showing how much it struggles.

With Netflix, they use higher bit-rates, Dolby Vision, HDR10, Atmos etc and therefore have to send a larger data stream back to the puck from the server. Also, with the actual app hosted on the server, that server has to communicate first with Netflix's servers in order to receive the stream of the programme you, the customer, has selected. This stream then has to be sent down to the puck. This all means the server is under a lot of pressure, particularly when there are potentially thousands of people trying to access Netflix from a puck or Glass TV at the same time.

The only real solution I've found is to just not use the puck for third party apps. I use the native TV apps or my Apple TV 4K box and have no issues whatsoever. Netflix has no buffering whatsoever and HD streams from the likes of the Channel 4 app play instantly in full quality.

Stream is absolutely fine for live TV, I've never had an issue with that (though it does take a few seconds for even those HD streams to reach full quality on a wired 500Mbmps ethernet connection) so that's what we use it for. Turn it on, select something to watch live and leave it - that works perfectly well. It's everything else that's problematic.