Article ID : 00018640 / Last Modified : 01/03/2019

TV, Blu-ray Player, Home Theater, or Sound Bar Shows an Internet Access Failed Error Message

Applicable Products and Categories of This Article

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 the steps below if your TV, Blu-ray Disc™ player, Home Theater, or Sound bar displayes an Error: Internet Access Failed message. Check the network status on the device after completing each step.

  1. Use a computer to verify that that your modem or router is connected to the internet.

  2. Check the IP address of your device. If the IP address isn't shown, power reset your device and your network equipment such as the cable modem and router by unplugging the power cords for 30 seconds.
  3. Update your device to the latest software.
  4. If the error still occurs, reset the device to its factory settings. Check your manual for model-specific information Manuals are posted on your model support page. .

Note: Other factors that can cause this error:

  • Dial-up internet service isn't supported.
  • Proxy connections aren't supported.
  • Networks that require a log in for authentication such as a Virtual Private Network (VPN) or a PPoE aren't supported.
  • Firewall settings of the router may need to be disabled. Refer to your ISP for further assistance.