Article ID : 00185263 / Last Modified : 08/25/2020

How to perform network diagnosis if the Android TV cannot connect to the internet

    Before you start

    • Dial-up internet and connections by proxy aren't supported.
    • Networks that requires login for authentication, such as virtual private network (VPN) or PPPoE connections, aren't supported.
    • If it's necessary to disable the firewall of the router, please contact your internet provided or the manufacturer of the router.
    • Make sure that the Date & Time settings are correct.

    Performing network diagnosis

    The menu screens vary depending on your Android TV™ model. For model-specific information, check your manual. Manuals are posted on your model support page.

    If the TV is connected using the Wi-Fi® connection, confirm that Wi-Fi or Built-in Wi-Fi is set to On.

    1. On the supplied remote control, press the HOME button.
    2. Select Settings.
    3. The next steps will depend on your TV menu options:
      • Select Network & InternetWi-Fi and set to On.
      • Select NetworkAdvanced SettingsBuilt-in Wi-Fi and set to On.

    Follow the steps below to perform network analysis.

    1. On the supplied remote control, press the HOME button.
    2. Select Settings.
    3. The next steps will depend on your TV menu options:
      • Select Network & InternetNetwork Status.
      • Select NetworkAdvanced → Network Status.
    4. Select Check ConnectionYES.
      • The connection diagnosis starts. Wait for your connection results to display. You should see connection results similar to either example A (with IPv4/IPv6 information) or B (without IPv4/IPv6 information), depending on your model the software version installed.
        Connection Results Example *[A]Connection Results Example *[B]

        Note: If your connection results is similar to example *[A] [IPv4: xxxxx][IPv6: xxxxx], check your results. If IPv6 has been enable, disabling this setting may resolve the issue.

        • Example 1: The TV is automatically connected to [IPv4] as long as you haven't changed the settings to select [IPv6]. Check the results for [IPv4:xxxxxx].

        • Example 2: If you enabled the IPv6 setting, check the results for [IPv6:xxxxxx].

        • Example 3: If IPv6 setting is enabled and the connection results display Internet access: [IPv4:OK] [IPv6:Failed], disable the IPv6 setting.

     

    Troubleshoot connection results

    The items displayed in the connection results provide information on the network status. Select the most appropriate solution from the table below according to the connections results.

    Note: If you're using a wireless LAN converter (a type of device connected to the TV with a LAN cable), refer to the Cable connection results.

     Connection results
    Wireless device on TVFailed (or OFF)found (or OK)found (or OK)found (or OK)
    Cable connection
    Local accessFailedFailedOKOK
    Internet accessFailedFailedFailedOK
    SolutionWireless connectionSolution 1Solution 2Solution 3Solution 4
    Cable connectionSolution 5Solution 6Solution 7Solution 8