Q: I own a Samsung Smart TV that can’t connect to Netflix, even though it connects to every other streaming service available through the TV. I called Samsung, and they told me to call Netflix. I called Netflix, and they said to contact Comcast, my internet service provider. A Comcast technician said there’s something wrong with my TV’s Netflix app. What can I do?

Estelle Friedberg, Cutler Bay, Fla.


A: Others have experienced this problem with Samsung Smart TVs. Here are some potential solutions in order of increasing complexity:

Uninstall the Netflix app, then reinstall it. This gives you a fresh copy of Netflix software. To delete the Netflix app, choose the Netflix icon with the TV’s “select” control, then hold down the select key. When a trash can icon appears above the Netflix icon, click the trash can. Then use the “apps” button to see a list of available apps; click on Netflix.

Buy a separate streaming device that will take the place of the TV’s streaming software. These devices plug into the TV’s HDMI port and are operated with their own TV remote control. Choices include the Amazon Fire TV Stick ($40), Roku Streaming Stick ($40) and Google Chrome­cast (a smartphone acts as the remote, $30.)

Update the Samsung TV’s software. The software (called firmware because it’s stored inside the TV) must be downloaded to a PC, stored on a flash drive and transferred via flash drive to the TV’s USB port. For directions, see tinyurl.com/hcw9ssl. After the firmware update, clear the login info in the TV’s Netflix app and retype it.


Q: I have an older iPad that belonged to my daughter who died. I’d like to copy the photos from it so I can have them printed, but I haven’t had any luck trying to copy them to an iMac or a Windows 7 PC. What can I do?

Lois Taylor, Edina


A: Connecting older devices to newer ones is often hampered by software issues. To minimize any problems, set up the connection in this order: Turn off the PC. Connect the iPad to the PC via USB cable, then open the iPad’s photos app. Turn on the PC. If your iPad asks, “Allow this device to access photos and videos?” click “allow.” If you are asked, “Trust this computer?” click “trust.”

On the PC, open Windows Explorer. Because the iPad contains flash memory chips, it should show up on the left side of Windows Explorer as a flash drive would. If the iPad doesn’t appear there, unplug it from the PC and plug it into a different USB port.

Double-click the iPad icon; you’ll get an icon on the right side of Windows Explorer with the iPad’s storage capacity. Double-click that icon and you’ll get a folder called DCIM (which stands for Digital Camera Images). Double-click on DCIM, and you’ll see several numbered folders. Double-click a folder to display the photos it contains.

To copy the photos to the PC, hold down the left mouse button and drag the cursor over all the photos in a single folder, which will put them inside a blue-tinted part of the screen. Let up on the mouse button. Right click this blue area and select “copy.” You can then paste all the photos in a single iPad folder into a folder on the PC. Do this for each iPad picture folder.


E-mail tech questions to steve.j.alexander@gmail.com. Include name, city and telephone number.