Article ID : 00186599 / Last Modified : 20/02/2019

The TV (other than Android TV™) cannot be connected to the Internet: how to perform a network diagnosis

    IMPORTANT: This Answer is for TVs other than Android TV. For Android TV, refer to The Android TV cannot be connected to the Internet: how to perform a network diagnosis

    NOTE: If the Wi‑Fi signal occasionally or frequently disconnects, refer to The Wi-Fi signal drops or intermittently disconnects. (For TVs other than Android TV)



    Contents

    Keep in mind
    Performing a Network Diagnosis

    Solutions depending on Network diagnosis result


    Keep in mind

    • Internet circuit by dial-up connection is not supported.
    • Connection by proxy is not supported.
    • Network that requires login for authentication such as virtual private network (VPN) or PPPoE connection is not supported.
    • If it is necessary to disable the firewall of the router, please contact the actual producer of the router.

    Performing a Network Diagnosis

    Follow the procedure below to perform a network diagnosis.
    NOTE: The menu screen varies depending on your model.

    For models released in and after 2015:

    1. Press the HOME button on the remote control.
    2. Select Settings.
    3. Select System Settings.
    4. Select Set-up.
      Image
       
    5. Select Network.
    6. Select Network Setup.
    7. Select View Network settings and status.
    8. Select Check Connection.
    9. Select Yes.
      Connection diagnosis will start. The connection results will be displayed after a while. Refer to the Solutions depending on Network diagnosis result section.

    For models released in and before 2014:

    1. Press the HOME button on the remote control.
    2. Select Settings.
    3. Select Network.
    4. Select Network Setup.
      Image
       
    5. Select View Network settings and status or View Network Status.
    6. Select Check Connection.
    7. Select Yes.
      Connection diagnosis will start. The connection results will be displayed after a while. Refer to the Solutions depending on Network diagnosis result section.

    Solutions depending on Network diagnosis result

    The following screen is an example of displayed Connection Results.


    The three items displayed in the connection results provide information about the network connection status. Select the corresponding solution from the table below.
    For the example above, select Solution 4.

    NOTE: If you are using a wireless LAN converter (a type of device connected to the TV with a LAN cable), refer to the table for Wired connection.
     

    Wireless connection

    Wireless device on TV
    Local access
    Internet access
    Solution
    Failed
    Failed
    Failed
    Solution 1
    Found (or OK) 
    Failed
    Failed
    Solution 2
    Found (or OK)
    OK
    Failed
    Solution 3
    Found (or OK)
    OK
    OK
    Solution 4


    Wired connection

    Cable connection
    Local access
    Internet access
    Solution
    Failed
    Failed
    Failed
    Solution 5
    Found (or OK) 
    Failed
    Failed
    Solution 6
    Found (or OK)
    OK
    Failed
    Solution 7
    Found (or OK)
    OK
    OK
    Solution 8

     


    *Android TV is a trademark of Google LLC.