Article ID : 00185263 / Last Modified : 03/12/2020

How to perform network diagnosis if the Android TV cannot connect to the internet

     

    Before you start

    • Internet circuit by dial-up connection and connection by proxy aren't supported.
    • Networks that require login for authentication, such as virtual private networks (VPN) or PPPoE connections, aren't supported.
    • If necessary, contact the router manufacturer to disable the firewall.

    Performing network diagnosis

    The menu screens vary depending on your Android TV™ model. For model-specific information, check your manual.

    If the TV is connected using the Wi-Fi® connection, confirm that Wi-Fi or Built-in Wi-Fi is set to On.

    1. On the supplied remote control, press the HOME button.
    2. Select Settings.
    3. The next steps will depend on your TV menu options:
      • Select Network & InternetWi-Fi and set to On.
      • Select NetworkAdvanced SettingsBuilt-in Wi-Fi and set to On

    Follow the steps below to perform network analysis.

    1. On the supplied remote control, press the HOME button.
    2. Select Settings.
    3. The next steps will depend on your TV menu options:
      • Select Network & InternetNetwork Status.
      • Select NetworkAdvanced → Network Status.
    4. Select Check ConnectionYES.
      • The connection diagnosis starts. Wait until the connection results are displayed.
        Connection Results Example *[A]Connection Results Example *[B]

        Note: If [IPv4: xxxxx][IPv6: xxxxx] *[A] is displayed in the connection results:

        • Example 1: The TV is automatically connected to [IPv4] as long as you don't perform the settings to select [IPv6]. In this case, check the results for [IPv4:xxxxxx].

          Connection results: IPv4

        • Example 2: If you enabled the IPv6 setting, check the results for [IPv6:xxxxxx].

          Connection results: IPv6

        • Example 3: If 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.

     Connection results
    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