This information provides help with network access errors that occur when accessing video streaming services such as Netflix® and YouTube™ apps.
Before you start
- If Feature not available or Service cannot be accessed at this time is displayed, the service may be temporarily down. Wait for a few minutes before trying again.
- Try other content to see if the issue is specific to the content you are watching or if the issue occurs with other content or streaming services.
- If the issue occurs on a specific app only and isn't resolved by the steps below, we recommend that you contact the app service provider.
Troubleshooting steps
Regardless of your TV type, there a few things that you can check first. If model-specific information is needed, refer to your product
manuals
. Check if the issue is resolved after completing each step.
- Power reset your modem/router.
Internet connection issues are often resolved after performing a power reset. If you have a separate modem and router, power reset both devices
- Unplug the power cable to your modem/router and wait about 60 seconds.
- Reconnect the power cable to your modem/router and make sure it's turned on.
- Wait until the device is finished making it's connection to the internet and your network.
- Check if the issue is resolved.
- Check signal strength and possible interference
When using Wi-Fi®, the distance of the router to your device is another factor to consider. To maximize your viewing experience when streaming video or listening from an audio app, make sure that the router is placed near your device. They shouldn't be more than 25 feet away from each other. If possible, install both devices in a location without walls in between them. Other wireless devices such Bluetooth® speakers, wireless phones, microwave ovens, and devices sending radio frequency may also cause poor signal strength.
- Some routers have a Wi-Fi® Multi Media (WMM) setting. If using a wireless connection, leaving this setting on should allow your router to provide improved video and voice performance over your network. Check your router documents or contact the manufacturer for details.
For additional information and suggestions, review the tips to maximize network and internet performance in your home.
If the issue still occurs, select your TV type below for additional troubleshooting instructions:
Android TV™ and Google TV™ models
-
Perform a power reset or restart of the TV.
- Power reset:
Note: Skip this step if your TV power cord is inaccessible.
- Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.
- Restart:
- Restart the TV using the supplied remote control. These steps vary, follow the steps according to your TV menu:
- Press and hold the POWER button until Power off appears on the screen.
- Press and hold the POWER button until a menu appears → select Restart.
- Restart the using the TV menu. These steps vary, follow the steps according to your TV menu:
- On the supplied remote, press the Quick Settings
button. Then select Settings → System → Restart → Restart. - On the supplied remote, press the HOME button. Then select Settings → About → Restart → Restart.
- On the supplied remote, press the HOME button. Then select Settings → Device Preferences → About → Restart → Restart.
Note: When restarting with the remote or menu, the TV will automatically power off and back on after a short time.
-
Set the Automatic date & time setting to On, Use broadcast time, or Use network time.
- On the supplied remote control, press the HOME button.
- Select the Settings
icon. - Follow the steps according to your TV menu:
- Select Device Preferences → Date & time → Automatic date & time → set it to ON.
- Select Date & Time → Automatic date & time → set it to ON.
- Select Device Preferences → Date & time → Automatic date & time → set to Use broadcast time or Use network time.
- Select Date & time → Automatic date & time → set to Use broadcast time or Use network time.
- Perform a network diagnosis to check the condition of the network.
- If the results are anything other than OK, reconfigure the network settings and perform the network diagnosis again.
-
Clear the cache and data of the streaming app.
- On the supplied remote control, press the HOME button.
- Select the Settings icon.
- Follow the steps according to your TV menu:
- Select Apps → See all apps → Show system apps.
- Select Apps.
- Under System apps, select your preferred app.
- Select Clear cache, then select OK.
- If the issue still occurs, move on to the next step.
- Select Clear data, then select OK.
- If displayed, select CLEAR ALL DATA, and then OK.
-
If Netflix is frozen or won't start, perform a Force stop in Netflix settings.
- On the supplied remote control, press the HOME button.
- Select Netflix from the list of Apps, and then press and hold the ENTER button.
- Select Info → Force stop → OK.
- Select Open from the same list, and then press the ENTER button.
- If the streaming app has an account login, sign out of it and then sign back in again.
- Make sure the TV has the latest software version.
- Reset the TV to original factory settings.
If the issue still occurs, contact the streaming service provider.
Other LCD / LED TV models
- Check if the error message appears when accessing a different online video service or content.
- 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.
- If a specific error message appears, check the article for An error message appears when I access or update apps on my TV for troubleshooting steps specific to that error message.
- Perform a network diagnosis to check the condition of the network.
- If the results are anything other than OK, reconfigure the network settings and perform the network diagnosis again.
-
Refresh internet content.
Depending on your TV, you may need to Refresh Internet Content or Update List:
The list of applications may change after an update to your device. You may also need to update or refresh the list of applications if it's been a while since you used the internet features on your device.
- Steps to Refresh Internet Content.
- On the supplied remote control, press the HOME button.
- Select Settings.
- Select either Setup or Network.
- Select Refresh Internet Content.
- Steps to Update List.
- On the supplied remote control, press the HOME button.
- Select the VIDEO icon.
- Press the OPTIONS button.
- Select Update List.
- If the streaming app has an account login, sign out of it and then sign back in again.
-
Perform a power reset on the TV.
- Turn off the TV.
- Unplug the power cord for about one minute.
- Plug the power cord back in.
- Turn on the TV.
- Make sure the TV has the latest software version.
- Reset the TV to the original factory settings.
If the issue still occurs, contact the streaming service provider.
