Article ID : 00080540 / Last Modified : 08/19/2019

Network error or Can't access the network appears when I access 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.

    Before you start

    • If model model-specific information is needed to perform the steps below, check your device manual.
    • If an error occurs only when watching specific videos or if Feature not available or Service cannot be accessed at this time appears, it's possible that there's an issue with the service itself. Wait a moment and try again.

    Troubleshooting steps

    Check if the issue is resolved after completing each step.

    1. Test the internet connection with a different device, such as a computer, to verify if internet access is available.
      • If necessary, contact your Internet Service Provider (ISP) for assistance to re-establish or re-activate your internet connection.

    2. Confirm that you've established an active internet connection using a wired or wireless connection.
      • Some routers have a Wi-Fi Multi Media (WMM) setting that can help control the streaming video. If using a wireless connection, contact the router manufacturer for assistance on changing the WMM setting to help control latency and jitter when transmitting multimedia over a wireless connection.
      • If using a wireless gaming adapter for connection, make sure it's set up properly.
    3. Make sure the device has the latest system software update installed.
    4. Check if the error message only appears when you access one particular online service or content.

      Note: If the error only occurs when trying to access one particular online website or service, that particular site may be temporarily down for maintenance purposes. In these rare cases, access the desired online content at a later time.

    5. Reset the cable modem or router.
      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.
    6. Refresh internet content.

    7. Change the Primary Domain Name Server (DNS) to a Public DNS, and the Secondary DNS to in the Network Setup menu.
    8. For TVs, perform network diagnosis.
    9. 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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