Article ID : 00185263 / Last Modified : 12/05/2019

Android TV: Perform network diagnosis to troubleshoot internet connection

    Before you start

    • Internet circuit by dial-up connection and connection by proxy isn't supported.
    • Networks that require login for authentication, such as a virtual private network (VPN) or PPPoE connection, aren't supported.
    • Contact the router manufacturer to disable the firewall.

    Performing a network diagnosis

    The menu screen varies depending on your Android TV™ model. For model-specific information, check your manual.

    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.
    4. Select Network status.
    5. Select Check ConnectionYES.
      • The connection diagnosis starts. Wait until the connection results are displayed.
        Connection Results Example *[A]Connection Results Example *[B]

        Note: If [IPv4: xxxxx][IPv6: xxxxx] *[A] is displayed in the connection results:

        • Example 1: The TV is automatically connected to [IPv4] as long as you don't perform the settings to select [IPv6]. In this case, check the results for [IPv4:xxxxxx].

          Connection results: IPv4

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

          Connection results: IPv6

        • 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

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