Article ID : 00186599 / Last Modified : 09/06/2021

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

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

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


    Contents

    1. Keep in mind
    2. Performing a Network Diagnosis
    3. Solutions depending on Network diagnosis result


    1. 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.


    2. 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.
    5. Select Network.
    6. Select Network Setup.
    7. Select View Network settings and status.
    8. Select Check Connection.
    9. Select Yes.
    10. Connection diagnosis will start. The connection results will be displayed after a while. Refer to the 3. 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.
    5. Select View Network settings and status or View Network Status.
    6. Select Check Connection.
    7. Select Yes.
    8. Connection diagnosis will start. The connection results will be displayed after a while. Refer to the 3. Solutions depending on Network diagnosis result section.


    3. Solutions depending on Network diagnosis result

    The following screen is an example of displayed Connection Results.
    Connection Results screen
    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

    Connection results

    A: Wireless device on TV
    B: Local access
    C: Internet access
    Solution
    • A: Failed
    • B: Failed
    • C: Failed
    Solution 1
    • A: Found (or OK) 
    • B: Failed
    • C: Failed
    Solution 2
    • A: Found (or OK)
    • B: OK
    • C: Failed
    Solution 3
    • A: Found (or OK)
    • B: OK
    • C: OK
    Solution 4

    Wired connection

    Connection results

    A: Cable connection
    B: Local access
    C: Internet access
    Solution
    • A: Failed
    • B: Failed
    • C: Failed
    Solution 5
    • A: Found (or OK) 
    • B: Failed
    • C: Failed
    Solution 6
    • A: Found (or OK)
    • B: OK
    • C: Failed
    Solution 7
    • A: Found (or OK)
    • B: OK
    • C: OK
    Solution 8