This error message appears when you play videos from an app, or you select Refresh Internet Content and an error occurs with a Domain Name System (DNS) service.
IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.
Follow these steps to check the internet connection:
- On the supplied remote, press the HOME button.
- Select Help.
- Select Customer Support.
- Select Internet Connectivity Symptoms.
- Press the Enter button.
- The connection diagnosis will start and your TV will display the result.
Depending on the result of diagnosis, follow the steps below:
- If any of the diagnosis results appear as Failed, check the network connection setting of your TV.
- If all diagnosis results are OK:
- Power reset your TV.
- Reset the router and modem.
- Disconnect for about a minute. Then, reconnect.
- Check if you have other devices, such as computer, connected to the internet.
- Fix the DNS server address if the address is described in the account information of the internet connection.
- Generally, the address of the DNS server is described in a document that is sent when subscribing to an Internet Service Provider (ISP)
- If the setting of DNS is unknown because the contract document is not found, contact your ISP to retrieve the DNS address.
- If your ISP doesn't provide the address of the DNS server, manually set the Primary DNS address to 22.214.171.124 and Secondary DNS address to 126.96.36.199 in the Network Setup of your TV.
- Update your TV to its latest software version. Downloads are posted on your model support page.
- If the diagnosis results are OK, additional troubleshooting steps can be found in the article Network Error or Can't Access the Network Appears on the TV .