Article ID : 00185263 / Last Modified : 04/19/2024Print

How to perform network diagnosis if the Android TV or Google TV can't connect to the internet

    IMPORTANT:

    Before you start

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

    Perform a Power Reset

    The power reset or restart of the TV is a recommended step for troubleshooting and may resolve many temporary issues.

    1. To perform a power reset
      • Turn off the TV, unplug the power cord for two minutes, then turn on the TV

        Note: Skip this step if your power cord is not accessible.

    2. Restart the TV by selecting the option depending on your TV
      • Restart the TV with the supplied remote control:
        • Press and hold the POWER button until Power off appears on the screen
        • Press and hold the POWER button until a menu appears → select Restart
      • Restart the using the menu. On the remote:
        • Press (Quick Settings)SettingsSystemRestartRestart
        • Press HOMESettingsAboutRestartRestart
        • Press HOMESettingsDevice PreferencesAboutRestartRestart

    Perform a 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 On.

    1. Open the Settings screen.
      • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
      • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
    2. The following steps will depend on your TV menu options:
      • Select Network & InternetWi-Fi and set it to On.
      • Select NetworkAdvanced SettingsBuilt-in Wi-Fi and set to On.

    Follow the steps below to perform network analysis.

    1. Open the Settings screen.
      • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
      • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
    2. The following steps will depend on your TV menu options:
      • Select Network & InternetNetwork Status.
      • Select NetworkAdvanced → Network Status.
    3. Select Check ConnectionYES.
      • The connection diagnosis starts. Wait for your connection results to display. Depending on your model and the software version installed, you should see connection results similar to Example A (with IPv4/IPv6 information) or B (without IPv4/IPv6 information).
        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 is enabled, 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 the 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.

    ConnectionResults
    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