Article ID : 00151038 / Last Modified : 03/30/2020

Troubleshooting network issues

    Network issues can be frustrating because it can cause apps to not load, movies to buffer, music to not play properly, or other errors.  Issues, such as the device can't connect to the network, errors occur when trying to connect, or service unavailable, may be caused by several factors. This article helps with some of the more common reasons network issues occur.

    Common causes of network issues

    • Connection issues with your ISP (internet service provider)
    • Wrong password entered on the device when you use a secured network
    • The streaming service is experiencing network issues
    • Using multiple devices at the same time and streaming content during high demand periods
    • Slow internet speed
    • Distance of the router to the device
    • Interference from other wireless devices, etc.

    Check your network status

    Your device must be connected to your network with internet access to use streaming services. Check the network status of your device to make sure it's connected to your network.

    1. On the supplied remote control, press the HOME or MENU button.
    2. Select Settings.
    3. Under the Settings category, select Network.
    4. Under the Network settings or  Advanced settings, select View Network Status.
      • The network settings of your device will vary based on the model. Check your manual for model-specific information.

    Check the signal strength and interference

    When using Wi-Fi®, the distance of the router to your device is another factor to consider. To maximize your viewing experience when streaming video or listening from an audio app, make sure that the router is placed near your device. They shouldn't be more than 25 feet away from each other. If possible, install both devices in a location without walls in between them. Other wireless devices such Bluetooth® speakers, wireless phones, microwave ovens, and devices sending radio frequency may also cause poor signal strength.

    For additional information and suggestions, review the tips to maximize network and internet performance in your home.

    Power reset your modem/router

    A connection issue with your modem/router is often resolved after performing a power reset. If you have a separate modem and router, power reset both devices.

    1. Unplug the power to your modem/router and wait about 60 seconds.
    2. Reconnect the power to your modem/router and make sure it's turned on.
    3. Wait until the device is finished making it's connection to the internet and your network.
    4. Check your network status.
    $Note_S If you continue to experience network/internet connection issues, check the internet connection on your other devices. If the issue exist on all devices, contact your internet service provider for additional help. $Note_E