Your TV can't connect to your Wi-Fi® network and, after performing the network status test on the TV, the test results show both Local Access and Internet access failed. The following information is provided to help resolve this issue.
After performing the network status test on your TV, the network status results appear as:
- Wireless Device: Found
- Local Access: Failed
- Internet Access: Failed
These results indicate that an active wireless module was found within your TV but cannot connect to your home network and the internet. if the Local access fails, then the Internet access test will also fail. Check the steps provided to help resolve the issue:
Home network connection & troubleshooting
These steps are provided to help connect to your home network. If you need additional help with your router/modem, contact your internet provider.
Connect your TV to your network and the internet
Note: If you are unable to see your router's network connection or connect the internet, perform a power reset of your modem/router.
Power reset your modem/router
A connection issue with your modem/router is often resolved after a power reset. If you have a separate modem and router, power reset both devices.
- Unplug the power to your modem/router and wait about 60 seconds.
- Reconnect the power to your modem/router and make sure it's turned on.
- Wait until the device is finished connecting to the internet and your network.
- Check your network status.
Note: If you continue to experience network/internet connection issues, confirm that your internet connection is available and working using another device (computer, tablet, smartphone, game console). If the issue exists on all devices, contact your internet service provider for additional help.
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.
Perform a power reset or restart of your TV
Note: Skip this step if your TV power cord is inaccessible.
- Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.
Note: When restarting with the remote or menu, the TV will automatically power off and back on after a short time.
Select the method 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 TV menu:
- On the supplied remote control, press the (Quick Settings) or HOME button (depending on the model).
- Select Settings.
- The next steps vary depending on your TV, follow the steps that best match your TV menu options:
- Select System → Restart → Restart
- Select About → Restart → Restart
- Select Device Preferences → About → Restart → Restart
- Non-Android LCD TVs
Perform the network diagnosis again