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Galaxy J7 unable to view Netflix videos in HD [troubleshooting guide]

Are you experiencing problems with your Netflix app on your #GalaxyJ7? Today’s troubleshooting article helps you fix common Netflix problems like frequent rebuffering/loading, unable to open Netflix app, “Cannot connect to the internet,” error, or as in the case below, being unable to play HD content. We hope you’ll find this short troubleshooting guide helpful.

Before we proceed, we want to remind you that if you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page. When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.

Problem: Galaxy J7 unable to view Netflix videos in HD

Hi. With regards to my Samsung J7 (6) Android phone i’m unable to view movies and TV episodes in HD clarity on the Netflix App. When i contacted the help centre was advised my phone doesn’t support the HD viewing clarity for episodes/movies. This is only when viewing through the Netflix app. Could you please look into this. Regards. — Kundan David

Solution: Hi Kundan. The Galaxy J7 is capable of playing videos in 720p, which is the minimum resolution Netflix needs in order to play HD content, so this is definitely not a device problem. The reason for your issue must be one of the following:

Ensure Playback settings is set to High

When viewing movies in Netflix on Android, there’s no option to be able to manually change the resolution for a particular video. You’ll have to set your desired resolution under your Netflix account first so that it will be applied across your devices in all future videos you’ll be watching. To do that, follow these steps:

  1. Navigate to the Account section of the Netflix website.
  2. Select Playback settings.
  3. Under Data Usage, select High.
  4. Select Save.

The settings that you’ll change under Playback settings are profile specific. If you want another profile to also play High video resolution, you must do the same steps above.

Your Netflix plan must support HD

Only the 2-screens and 4-screens plans allow HD viewing. If you’re on 1-screen plan, you must upgrade your streaming plan first by visiting Netflix website.

Your internet connection must support HD streaming

Netflix  videos are best viewed using fast internet connection. Netflix recommends that you have a consistent connection of at least 5Mbps in order to enjoy HD quality streaming. If your wifi or mobile data connection keeps dropping or slow (can’t maintain 5Mbps), don’t expect to watch your videos in HD at all.

How to troubleshoot Netflix app that keeps buffering, loading, or keeps showing  “Cannot connect to the internet” error

If you are positive that your internet connection speed is not the issue as you’re supposed to get faster than 5Mbps, then the following troubleshooting steps may help:

Restart your network

This troubleshooting step requires that you restart every device in the network such as the modem/router, TV (if you’re using it), or your Android device. To do that, simply turn everything off first, then unplug them from their power source for at least 30 seconds. If you have a non-removable battery in your phone, turning it off is enough. For your router and TV, make sure to unplug them from their power outlets. After 30 seconds, turn the modem/router on first, then turn your Android on afterwards.

Revert default ISP settings

If Netflix started playing videos poorly after tweaking some settings of your router, you should consider reverting them back to defaults. If you don’t know how to do that, we suggest that you contact your Internet Service Provider for help.

If you are using VPN or Virtual Private Network, try to disable it and connect straight to your home internet.

Improve Wifi signal

If you’re on wifi when viewing Netflix, there’s a chance that your J7 may not be getting good signal at all. To improve the situation, try to check the signal strength of your wifi. If it shows only two bars, that’s usually not a good sign. Your phone should maintain at least 3 signal bars for wifi in order to have a steady connection. If your room is far from the router, try to move the router closer or consider moving near the router to improve the signal.

Sometimes, other wireless devices can interfere with your wifi signals. If you have microwave ovens or cordless phones near the router, move them away.

Ideally, your router should be in a central location in your house in order for it to be able provide good signal. It should also be in an elevated position to achieve the same. If your router is in a basement, you may not be able to fully optimize the signal at all.

Try a different internet connection

If possible, connect your mobile device to a different internet access point to rule out any potential home network configuration problems. Some examples:

  • Attempt to connect to a different Wi-Fi network in range of your device.
  • Bring your device to a neighbor’s or friend’s house and attempt to stream.
  • If you have the ability to access a cellular data network on your device, try using it to connect to Netflix. While we generally don’t advise streaming over a data network as a fix, it’s a good way to see if a home network configuration issue is what’s keeping you from streaming reliably.

If you’re able to stream using a different internet connection, we recommend checking with whoever set up your home network to resolve any potential issues with the way the network is configured.

Ask support from Netflix or your ISP

If the issue you’re having remains unresolved after doing all the suggestions above, it’s time that you contact the technical support team of your ISP, or Netflix customer service.


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem.

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