Troubleshooting network issues

Network issues can be frustrating because they can cause apps not to load, movies to buffer, music to not play properly, or other errors. Issues, such as the device can't connect to the network, errors occurring 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.

Troubleshooting

The following troubleshooting steps provide common solutions and information to help diagnose and resolve a network issue:

• Power reset your TV

  The power reset or restart of the TV is a recommended troubleshooting step to 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 using the menu. On the remote:
       • Press (Quick Settings) → Settings → System → Restart → Restart
       • Press HOME → Settings → About → Restart → Restart
       • Press HOME → Settings → Device Preferences → About → Restart → Restart
• Power reset your modem/router

  A connection issue with your modem/router is often resolved after 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 connecting 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 exists on all devices, contact your internet service provider for additional help.

• 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.

• 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 (Quick Settings), HOME, or MENU button (depending on the model).
  2. Select Settings.
  3. Select Network or Network & Internet.
  4. Select Network Status, or Advanced settings, then View Network Status.
     • The network status displays your current connection information. You'll be able to verify your connection method and other details of your network connection status.
  5. If additional information is needed to troubleshoot your connection, select Check connection.
     • Information for troubleshooting the connection results is available in separate articles for Android TV™ or Google TV™ and other LCD TV models.

  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 prduct manuals if you require model-specific information.

  • Google TV™ and Android TV™ models
  • Other TV models