Article ID : 00022122 / Last Modified : 10/01/2020

Connection status cannot be confirmed is displayed and you're unable to update the Blu-ray Disc player

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    If the TV displays this error message and the Blu-ray Disc™ player firmware will not update, there may be a problem with the network connection. Follow the steps below to troubleshoot and verify if the network connection and settings are correct.

    Note: Make sure your device is capable of wireless connection. If you need model-specific information to complete any step, check your manuals

    Check your network connection

    Follow these steps to confirm the network connection of your Blu-ray Disc player.

    1. In the Network Settings menu, confirm that the Blu-ray Disc player has its own IP address.
      • Your Internet Service Provider (ISP) may be experiencing heavy internet traffic. Manually change the Primary DNS Server option to 8.8.8.8 or 8.8.4.4 in the Network Settings menu to improve performance.
    2. If you use a proxy server, enter the IP address of the proxy server in the Proxy Server input field instead of the proxy host name.
    3. In the Network Settings menu, under Network Connection Status, check that Physical Connection or Wireless Connection and Internet Status are both labeled as OK.
    4. In the Settings menu or Setup menu, select Network Update to perform the firmware update.

    Note: If you continue to experience network connection issues after following all of the steps above, another option is to use a wired (cable) connection from your Blu-ray player to your router or modem. You can also use Open DNS settings instead of Google Public DNS™ resolution service.

    Use Open DNS settings instead of Google DNS

    If you have an older model that doesn't connect with USB, the steps that mention USB connection won't apply.

    1. Perform a factory reset on the unit.
    2. Check the internet speed and make sure that the download speed is above 2Mbps.
    3. Go to Network Settings and select Internet Settings.
    4. Find Add New Address (for 2013 models) or New Connection Registration.
    5. Use the Open DNS settings instead of the Google DNS.
      • Primary DNS: 208.67.222.222
      • Secondary DNS: 208.67.220.220
    6. After performing the network setup, turn off the unit and unplug it from the power outlet for at least one minute.
    7. Plug the power cord back in, and turn on the unit.
    8. Try playing a video from an app.