Report

Hello Samsung / Tizen Technical Support Team,
We are observing a playback issue on Samsung Tizen TVs when streaming DRM-protected content that uses a multi-key DRM configuration. We would like to report the issue and request assistance in investigating the behavior on Samsung devices.
DRM Provider: Castlabs
DRM Type: Widevine
Streaming Format: MPEG-DASH (MPD)
Player Environment: Samsung Tizen Application using the Samsung AVPlay / native playback stack.
Content DRM Configuration:
Our content is packaged with a multi-key DRM setup, where different resolution groups use different encryption keys:
Key 1: 360p, 480p, 720p
Key 2: 1080p, 4K
Observed Issue:
Playback starts normally and the video plays correctly at the initial resolution. However, when the adaptive bitrate algorithm triggers a resolution change that requires switching DRM keys, playback fails.
Specifically, the issue occurs in the following scenarios:
When switching from 720p → 1080p or higher
When switching from 1080p → 720p or lower In both cases, the switch requires a DRM key change, and the playback fails shortly after the transition.
Additional Observations:
If we modify the MPD to limit playback to only one key group (for example, only up to 720p or only 1080p and above), playback works correctly without any interruption.
The issue appears only when the player needs to switch between representations encrypted with different keys.
Playback works correctly on other platforms using the same MPD and DRM configuration.
The issue appears specific to Samsung Tizen playback behavior during multi-key DRM key transitions. Device Details (Example Device Where Issue Was Observed):
Model Code: UA32T4380AKXXL Software Version: T-KTS2UABC-2700.6 Platform: Samsung Tizen TV Error Behavior:
Video plays normally for some time and then fails after a resolution change requiring key switch. In some cases playback stops after ~20–30 seconds when adaptive bitrate switching occurs. Request:
Could you please confirm:
Whether multi-key DRM streams with adaptive bitrate switching across keys are fully supported on Samsung Tizen TVs.
If there are specific packaging or DRM license configuration requirements for multi-key playback.
Whether there are known limitations in AVPlay or Tizen DRM handling related to key switching during DASH adaptive playback. We would appreciate any guidance or debugging steps that could help identify the root cause of this issue.
Device Details:
Test Labs Device: Korea (Suwon-TV), NEO QLED 4K, QN55QN80F(2025), Tizen 9.0, QN55QN80FAFXZA
Actual TV: UA32T4380AKXXL (Model Number)

I’m still dealing with persistent UI lag and bugs on my Samsung S95B, and I’m surprised this issue continues even this year with brand new firmware 1661 and resets.
    Symptoms:
Menu interface is slow and laggy, especially in Settings and Home screen.
Scrolling causes stutters or jumps/skips lines in some menus.
Delays when switching inputs, opening apps, or using Smart Hub.
UI gradually becomes less responsive the longer the TV stays on.
       What I’ve tried (none of these solved it):
Updated to firmware
Multiple cold boots (hold power button until restart)
Smart Hub reset
Disabled TV Plus, Autorun content, ad services, autoplay previews, etc.
Clean install with only core apps
Factory reset → works for a few days then problem returns
Disconect internet
Only “solution” that works (but temporarily):
Using “Device Care > Memory Cleanup”
It improves UI performance significantly...
BUT only for couple hours
After that, lag and line skipping come back just like before.
So far, this is the only reliable way to temporarily fix the sluggish interface.
Likely cause (based on community feedback):
Tizen OS memory mismanagement (leaks, poor RAM recycling, app bloat)
Possibly related to ad-driven Smart Hub tiles or unoptimized background services
UI lag happens even with no streaming apps open and minimal setup
What I’m asking the community:
Has anyone found a real permanent fix????
Any way to disable Smart Hub completely or force a minimal launcher?
Anyone rollback to a more stable firmware (e.g. 1304, 1430) and fixed this?
Did anyone get Samsung to acknowledge or repair it under warranty?
It’s frustrating to have a flagship OLED 2500$ USD with incredible picture quality, but an TIZEN OS that feels like it’s choking on basic tasks. Hoping for any solutions beyond daily memory cleaning.
On my opinion this is a bad memory using that cause this. Memory because saturated over time.
In all case, Tizen team should redo their homework ASAP.

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