Article ID : 00080540 / Last Modified : 09/25/2019

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.

    1. 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.

    2. Test the internet connection with a different device, such as a smartphone or computer, to verify if internet access is available.
    3. 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.
    4. Reset the router or cable modem.
      1. Unplug the power cord from the wall outlet for a minute.
      2. Plug the power cord back into the outlet and wait until the flashing lights indicate that the modem or router has completely restarted.
    5. Refresh internet content.

    6. For TVs, perform network diagnosis.
    7. Reset the device to the factory default settings.

      Note: It may take up to three attempts for a full reset to occur.