Article ID : 00151038 / Last Modified : 04/14/2021Print

Troubleshooting network issues

    Network issues can be frustrating because it can cause apps to not load, movies to buffer, music to not play properly, or other errors. Issues, such as the device can't connect to the network, errors occur when trying to connect, or service unavailable, may be caused by several factors. This article helps with some of the more common reasons network issues occur.

    Common causes of network issues

    • Connection issues with your ISP (internet service provider)
    • Wrong password entered on the device when you use a secured network
    • The streaming service is experiencing network issues
    • Using multiple devices at the same time and streaming ;content during high demand periods
    • Slow internet speed
    • Distance of the router to the device
    • Interference from other wireless devices, etc.

    Power reset your TV

    The power reset or restart of the TV is a recommended step to troubleshooting and may resolve many temporary issues.

    1. To perform a power reset
      • Turn off the TV, unplug the power cord for two minutes, then turn on the TV

        Note: Skip this step if your power cord is not accesible.

    2. Restart the TV by selecting the option 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 menu. On the remote:
        • Press (Quick Settings)SettingsSystemRestartRestart
        • Press HOMESettingsAboutRestartRestart
        • Press HOMESettingsDevice PreferencesAboutRestartRestart

    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.

    Power reset your modem/router

    A connection issue with your modem/router is often resolved after performing a power reset. If you have a separate modem and router, power reset both devices.

    1. Unplug the power to your modem/router and wait about 60 seconds.
    2. Reconnect the power to your modem/router and make sure it's turned on.
    3. Wait until the device is finished making it's connection to the internet and your network.
    4. Check your network status.

    Note: If you continue to experience network/internet connection issues, check the internet connection on your other devices. If the issue exist on all devices, contact your internet service provider for additional help.

    Check your network status

    Your device must be connected to your network with internet access to use streaming services. Check the network status of your device to make sure it's connected to your network.

    1. On the supplied remote control, press the HOME or MENU button.
    2. Select Settings.
    3. Select Network or Network & Internet.
    4. Select Network Status, or Advanced settings, then View Network Status.
    5. The network status displays your connection information. If additional information is needed, select Check connection.

    Note: The steps and menu items of your device may vary based on the model. If you need model-specific information to navigate the menu, check your manuals for details.
    Manuals are posted on your model support page.

    Setting the correct date and time on your TV

    Some apps and streaming services may experience errors if your TV is not set to the correct date and time. Select your TV type for information on changing the date and time. Because some steps may vary, check your manual if you require model specific information.

    Manuals are posted on your model support page.