What to do if Galaxy S8 Plus Netflix app keeps freezing and showing pixelated shows

Hello Android fans! This troubleshooting article will answer four different issues in a #GalaxyS8. The main topic for this post though is about Netflix and how to fix it if it keeps on freezing or showing pixelated videos.

Problem #1: Galaxy S8 Plus Netflix app keeps freezing and showing pixelated shows

Galaxy S8 Plus. Netflix freezes and pixelates badly on most, but not all of their content. I travel constantly, so this occurred every time I try to watch no matter where I am out how strong the signal. I’ve tried all the typical fixes (clear memory and cache, uninstall, reinstall, etc.) Nothing helps. Netflix ignores my queries. This does not occur on any other form of video, Hulu, Prime, HBO… Please help. Thanks. — Kevin

Solution: Hi Kevin. We don’t work for Netflix so we are not the authorized party to be handling this particular question. As Netflix users ourselves, we in the TheDroidGuy office made sure that we take care of at least 2 basic requirements to avoid pixelation or poor performance when watching Netflix videos:

  • Pick the right plan
  • Ensure that internet connection is fast

Pick the right Netflix plan. Netflix has two types of playback output — Standard definition (SD) and High Definition (HD). If your plan does not support HD, this may be the reason why videos are shown in SD or pixelated condition instead of HD. if you’re paying for a 1 screen plan only, then it doesn’t support HD at all. Make sure to pick 2 screens or 4 screens plans to view your shows on HD.

Ensure that internet connection is fast. When streaming music or videos, it’s imperative that a device is connected to a reliable and fast connection, whether using wifi or mobile data. Based in our own experience, Netflix playback quality decreases if your connection speed drops below 5 Mbps. Having fast connection in burst won’t do much to help either. If you only experiences fast internet connection in a short time before it drops out again (intermittent connection issue), streaming Netflix won’t perform as expected. Make sure that your device does not have intermittent connection issue (this is a separate troubleshooting scenario so do some research).

Check Netflix playback settings. Your account’s playback settings can also play a role in the quality of the video being shown on your device. If you are positive that there’s no intermittent connection issue on your phone, or that your connection is more than capable enough to play HD or non-SD titles. Try to check playback settings and set it to High. Here’s how:

  1. Open Netflix app.
  2. Tap on More settings icon (three-horizontal line icon).
  3. Tap Account.
  4. Under My Profile section, tap Playback settings.
  5. Select High.
  6. Tap Save button.

Factory reset. We don’t know the full history of your device so there’s no way for us to know if there’s something that you’ve done before that might have caused this problem. We can’t also know if there’s any phone setting that might have caused only Netflix to perform poorly. To restore everything to their default settings, we suggest that you try a factory reset. Here’s how:

  1. Create a backup of your data.
  2. Turn off the device. This is important. If you can’t turn it off, you’ll never be able to boot to Recovery Mode. If you are not able to shut the device off regularly via the Power button, wait until the phone’s battery is drained. Then, charge the phone for 30 minutes before booting to Recovery Mode.
  3. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  4. When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times to highlight ‘wipe data / factory reset’.
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

Let Netflix know about the issue. As much as we love to help, there’s really nothing much we can do, especially if nothing changed after you reset your device. Make sure to contact Netflix for a possible solution.

Problem #2: How to fix corrupted photos on Galaxy S8

In the last week or so, I’m having a problem with my camera. It works fine until you go into the Gallery and all I see are grey squares with a circle with an exclamation point in the middle. A few are there, but when I tap to open them, they disappear and I get the grey box.  In addition, if I try to attach one of those photos to a facebook page I get an error message and I can’t do it. I’m very upset because I waited many months to see Bruce Springsteen on Broadway and I don’t have most of the photos. My students graduation the other day and I only have 3 from that day.  Please help!! Thanks. — Eva

Solution: Hi Eva. If those photos that you want to open are stored in an SD card, try to see if a computer can access them. You can use an SD card reader, insert your SD card to the reader, and connect it to your computer. If you have a laptop with a built-in card reader, then will work too. Our goal in doing this is to see if a second device can still detect and read those files.

If the problematic files are either stored in your phone’s internal storage device, or a computer can no longer read the files in the SD card, you should consult a professional to help you recover them. If you’re lucky and those files are not totally corrupted, there may be a way to repair them using a special software.

Data recovery is a tricky business and is not guaranteed to work. Depending on the true state of the files, there may or may not be a way to get them back. The process involving professional data recovery is also costly because it often requires proprietary software and trained personnel. If those files are worth several hundred dollars, then you have to at least try letting a professional handle the job.

While looking for a good company that can help you, make sure not to use the phone or the SD card. Turn it off and do not attempt to save or delete something from the SD card (if those photos are stored in one) to avoid overwriting on sectors that store the damaged files.

Problem #3: Galaxy S8 can’t assign custom ringtone and notification for contacts after Oreo update

I received the new (oreo?) software update over the weekend – and now I am wishing I had not!  I assign sound notifications to popular people in my contact list – so what when I hear those sounds – other than my default – I know that I need to pay attention to a notification. With this update it appears that Samsung decided to do away with that ability – and I am not happy.  I have loved Samsung devices since I received my gs5 years ago. I now have a S8 – and love it. Please return this feature to the Samsung phones – and push out a new update!! Every other update that I have ever taken has been a positive impact on the features and use of my phone. This Oreo update changed a lot of things, I have noticed.  The one thing that I am NOT pleased with is the ability to assign a notification sound to individual people in my contact list. PLEASE PLEASE return this feature. — Gerrian

Solution: Hi Gerrian. This problem is only limited to Samsung’s Messages app. At this time, there’s no official word from Samsung if their text messaging app will be patched to allow the use of custom ringtone and notification for contacts. If you badly need to use this feature, we suggest that you skip Samsung Messages app for now and try to use replacement like Google’s Android Messages. There are other third party messaging apps that still supports custom ringtone and notifications so feel free to visit the Play Store.

Problem #4: How to unlock a Galaxy S8 of a deceased relative

Samsung and Google can only wipe a locked phone even if you can present valid documents required. We don’t know exactly if they have exemptions for this policy though. Make sure to visit your local Samsung dealership and see if there’s an option to unlock the device for you. Technically, there should be a way to brute force crack the screen passcode of an Android device. The procedure requires specialized software that only law enforcement agencies have access to as part of their mobile forensics capabilities. Such tools are not readily available for public consumption for security reasons.

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