Article ID : 00013250 / Last Modified : 05/14/2019

The internet connection appears as Failed but the wireless network setting from the router is OK.

Applicable Products and Categories of This Article

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Before You Start

  • Make sure there's an active internet connection that is accessible by a computer or other wireless devices. If other devices can't connect on your a wireless LAN, then there's a problem with your internet connection and you'll need to contact your Internet Service Provider (ISP).
  • Each of these steps represents a possible solution to this issue. After completing each step, perform the Network Setup of the wireless device again and then check the connection status.

Solution

Note: This steps only applies to products that have wireless capabilities for internet connection. Check your manual for model-specific information. Manuals are posted on your model support page.

  1. Restart the router:

    1. Turn off the wireless device.
    2. Unplug both the router and modem.
    3. Leave both the router and modem unplugged for two minutes.
    4. Plug in the modem.
    5. Plug in the router.
    6. Allow 3-5 minutes for the modem and router to completely restart.
    7. Turn on the wireless device.
  2. Make sure the wireless device has the most recent firmware installed.

    Note: If the wireless device is a Blu-ray Disc™ player, it's possible to burn firmware updates to a disc. Downloads are posted on your model support page.

    1. Temporarily connect an Ethernet cable to the LAN jack on the wireless device and router.
    2. Perform the Network Setup for a wired connection.
    3. Check for and install any available firmware update.
  3. Follow the product documentation to reset the wireless device to the factory default settings.
  4. Manually set the Primary DNS address to 8.8.8.8 or 8.8.4.4 in the Network Setup of the wireless device.

    IMPORTANT: The steps below require making changes to the settings of the router. Due to the many differences among routers, it may be necessary to refer to the operating instructions of the router or contact your ISP to complete these steps. E

  5. Make sure to enable Dynamic Host Control Protocol (DHCP) on your router.
  6. Turn off MAC filtering or add the IP address of the wireless device in the DHCP table of the router.
  7. Temporarily disable encryption for the router, turn it back on after connection.
  8. Enable the router to accept network pings.
  9. If the router isn't broadcasting the SSID, temporarily configure the router to broadcast it; you can turn broadcasting back off after connection.
  10. Increase the number of DHCP users.
    • The router may be limiting the number of devices that can be connected.

The troubleshooting steps listed above should resolve your issue. If the issue still persists, service may be required. Go to Product Repair.