Article ID : 00185263 / Last Modified : 10/06/2023Print

How to perform network diagnosis if the Android TV or Google TV can't connect to the internet


    Before you start

    • Dial-up internet and connections by proxy aren't supported.
    • Networks that require login for authentication, such as virtual private network (VPN) or PPPoE connections, aren't supported.
    • If it's necessary to disable the router's firewall, please get in touch with your internet provider or the manufacturer of the router.
    • Make sure that the Date & Time settings are correct.

    Perform a Power Reset

    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 accessible.

    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

    Performing network diagnosis

    The menu screens vary depending on your Android TV™ model. For model-specific information, check your manual. Manuals are posted on your model support page.

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

    1. Open the Settings screen.
      • Using the Quick Settings button (For models released in 2019 or later)
        1. On the remote control, press the Quick Settings button .
        2. Select Settings.
      • Using the HOME button

        1. On the remote control, press the HOME button.
        2. Select Settings.
    2. The following 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 following 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 for your connection results to display. You should see connection results similar to either Example A (with IPv4/IPv6 information) or B (without IPv4/IPv6 information), depending on your model the software version installed.
        Connection Results Example *[A]Connection Results Example *[B]

        Note: If your connection results is similar to example *[A] [IPv4: xxxxx][IPv6: xxxxx], check your results. If IPv6 is enabled, disabling this setting may resolve the issue.

        • Example 1: The TV is automatically connected to [IPv4] as long as you haven't changed the settings to select [IPv6]. Check the results for [IPv4:xxxxxx].

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

        • Example 3: If the 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.

    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