Network error or can't access the network appears when opening an internet video service
If this error occurs when you try to access content, such as Netflix® or YouTube™ video services, follow the steps below to troubleshoot the issue.
Check your device manual for model-specific information as needed. Manuals are posted on your model support page.
Troubleshooting steps
Check if the issue is resolved after completing each step.
- Check if the error message appears when accessing a different online video service or content.
Note: If the error only occurs when trying to access one particular service, then that service may be temporarily down. In these rare cases, try again at a later time.
- Test the internet connection with a different device, such as a smartphone or computer, to verify if internet access is available.
- Confirm that your router or cable modem has an active wired or wireless internet connection.
- Some routers have a Wi-Fi® Multi Media (WMM) setting that helps control the transfer of streaming video. If using a wireless connection, change this setting to control latency and jitter when transmitting content.
- If using a wireless gaming adapter for connection, make sure it's set up properly.
- Reset the router or cable modem.
- Unplug the power cord from the wall outlet for a minute.
- Plug the power cord back into the outlet and wait until the flashing lights indicate that the modem or router has completely restarted.
- For TVs, perform network diagnosis.
- Reset the device to the factory default settings.
Note: It may take up to three attempts for a full reset to occur.
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