Article ID : 00013164 / Last Modified : 10/05/2015

The Google TV device is not connecting to the Internet.

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Prior to following the steps in this article, try connecting to the Internet with another device (such as a phone, laptop or tablet) and see if it is working. If everything appears to be working, check the following common errors that may cause the device to not connect to the Internet:

  • Wi-Fi® password is incorrect

    Many wireless networks are protected with a password. If your attempt to connect fails it may be because your password has been entered incorrectly. Ensure you are using the correct password.

  • Router is out of range

    Try moving your Google TV™ device closer to your wireless router. If this is not an option, it may be possible to improve range by upgrading your router.

  • Router is struggling with interference

    If your router is in a location where there is Wi-Fi interference, such as an electronics cabinet or heating closet, it may be worth moving it to a different location. Try moving your router around and seeing if the connection improves.

  • Use an Ethernet connection

    If you are still having issues with your wireless internet connection, try using an Ethernet cable to connect to your device. You can plug the Ethernet cable in to your Google TV device and the other end into either a router or directly into the Ethernet socket depending on your home internet setup.

If the device still does not connect to the internet using a Wi-Fi connection and also when using an Ethernet connection, service may be required.

For all Sony products (EXCEPT VAIO computers): To send your product to a Sony facility to be repaired or to check the status of the a repair, visit our eService web site.

  

For VAIO Computer products: Please call 1-888-4SONYPC (476-6972) for service information for your product. To check the status of your VAIO product repair, have your phone number or Best Buy service number available and call 1-800-433-5778.

  

Using an Ethernet connection is recommended because it provides a strong and stable connection. These additional troubleshooting steps are being provided because we do understand that using a wired connection is not always convenient due to the environment or set up.

NOTE: Some of these troubleshooting steps may be advanced for some user, we recommend contacting your Internet Service Provider or installer for set up assistance.

  1. Make sure your Internet service provides a fast enough connection speed by performing a speed test .

    IMPORTANT:

    • An Internet connection speed of 2.5 Mbps or higher is required for standard-definition (SD) programming.
    • An Internet connection speed of 10 Mbps or higher is required for high-definition (HD) programming.
    • Dial-up Internet service is not supported.
    • Proxy connections are not supported.
    • Networks that require a log in for authentication such as a Virtual Private Network (VPN) or a PPoE are not supported.
    • The Internet TV does not support 40-bit / 64-bit WEP and will not work properly with routers that only support this type of encryption. The first release of the Apple® Airport Base Station can only accept 40-bit WEP encryption. In this case, a wired connection is suggested.
  2. Go to the Network settings of the Internet TV device.
    1. Go to Settings .
    2. On the keypad remote control, press the ENTER button to select Network.

      NOTE: In the Network window it should say Not Connected underneath Ethernet or Wi-Fi settings - whichever connection method you are trying to use.

  3. Select your desired connection method.
    1. Press the down arrow to select Ethernet or Wi-Fi settings.
    2. Press the ENTER button.

    IMPORTANT: If using the Wi-Fi settings, it may be necessary to enter the name of your wireless access point and the security encryption key of your modem or router. The security encryption key is case sensitive. So, when entering this information, make sure you are entering lower-case or capital letters when appropriate. Capital letters can be added by pressing the Shift button and an alphabetical key.

  4. Select Status to view the Local network and Internet options.

    IMPORTANT: If Local network shows it is connected, but Internet shows not connected, check your router configuration. If you do not know how to access your router settings, refer to the instruction manual of the router or contact the router manufacturer. If you are leasing the router from your Internet Service Provider (ISP), you may need to call them for details.

  5. Turn off the MAC Filtering on the router.
  6. Reset the modem and router.