No Trailers on Samsung TV app - taking ages for release still on 2.2.5

[Robnaeyaert 17]

15 minutes ago, FrostByte said:

True it expires after 30 days of compilation, but just temporary until the store gets updated.   I guess it depends on how important trailers are to someone.  Especially for those of us with TVs that are 4+ years old because they are no longer supported by Samsung's normal testing and Luke has to do a special request to update older TVs.  

@FrostByteand @Lukethis wouldn’t be so bad if it wasn’t taking months and months for samsung to do anything. My TV aint that old it’s a 2022 Art Frame which I paid a pretty penny for. 
Feels we are being treated like second class citizens by Samsung as all we want is our trailers back and via an easy to install App Store process to avoid constant sideloads. Not too much to ask I thought. 
Any help on leaning on Samsung appreciated

[Luke 42109]

1 hour ago, Robnaeyaert said:

@FrostByteand @Lukethis wouldn’t be so bad if it wasn’t taking months and months for samsung to do anything. My TV aint that old it’s a 2022 Art Frame which I paid a pretty penny for. 
Feels we are being treated like second class citizens by Samsung as all we want is our trailers back and via an easy to install App Store process to avoid constant sideloads. Not too much to ask I thought. 
Any help on leaning on Samsung appreciated

We do bug them every couple weeks and ask for status updates. 

[vicviper 0]

In the meantime the company I'm working for has managed to submit and release several updates to a Samsung Smart TV app with a usual turnaround of 3-4 business days. Most of the process is actually automated, even more so if you have successfully submitted apps before and this is just an incremental update with no elevated system requirements. I'm pretty sure you are doing something wrong if it takes them months to approve an app update, I've personally never experienced delays like this.

[Robnaeyaert 17]

On 2/28/2026 at 2:15 AM, vicviper said:

In the meantime the company I'm working for has managed to submit and release several updates to a Samsung Smart TV app with a usual turnaround of 3-4 business days. Most of the process is actually automated, even more so if you have successfully submitted apps before and this is just an incremental update with no elevated system requirements. I'm pretty sure you are doing something wrong if it takes them months to approve an app update, I've personally never experienced delays like this.

@Luke@FrostBytethe post from @vicvipermakes some legitimate points. Each day I check to see if I’ve moved on from 2.2.5 so I can view trailers and nothing ever happens. 
 

any thoughts on the points @vicviperasks?

thanks for the great work and I know you’re beholden to Samsung but this is not a great outcome. Please advise?  Thanks. Rob. 

[FrostByte 5413]

I'll throw some other information out while we wait for a response.  These are all things conveyed in the past here which affect the speed of return.

• You can't necessarily compare one company to another as far as the speed their apps are processed.  There are different tiers of support for which the price rises the higher you go. 
• The higher tiers can affect the speed and the age of the TVs supported also.  For instance, Samsung typically won't test the Emby app for TVs after 4 years (though Luke can do a special request once in a while for older models now).  However, the Netflix app gets updated for older models all the time because they pay for the higher tier support.  I've only had 1 store app update so far in the last 4 years on my 2018 model because my TV is no longer tested in the normal updates with the others.  
• An app update is already in the queue
• Some apps are more complicated and will take more time to test.  The Emby app will be in the same category and tested by the same people who test Netflix, Disney+, etc. 
• Sometimes the app gets kicked back for changes. 
• You can't do an app update and add regions/countries supported at the same time.  For instance, when Emby adds South Korea to the supported countries all app testing will stop for that app. 
• Each year and model group of TV models is tested separately.  For instance, a 2025 Premium, Standard, and Basic model is tested (sometimes by different people) and can be held back for different reasons.  This is why you will sometimes see someone say their model has the update and others even within the same year don't see the update yet.
• Holidays

Anyhow, we'll have to wait and see if Luke wants to get into the weeds on why your TV doesn't have the new app yet.  Just wanted to convey it's not always a simple comparison.