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Troubleshooting Your Wireless Network - TV

Troubleshooting TVs Last Updated 03/18/2017
Troubleshooting Your Wireless Network - webOS

Troubleshooting network issues can be one of the most frustrating things to work on.

Before you begin troubleshooting the tv, it is always a good idea to restart all of your equipment (even if other devices are working fine).

  1. Unplug your devices.

    Unplug your modem, router, and tv. The order in which you unplug them does not matter. Do not disconnect any ethernet cables during this step, just unplug the power cords from the wall.

  2. Plug in the modem.

    Plug in your modem first, and wait for it to establish a connection (there should be lights on the front or top to indicate connectivity).

  3. Plug in the router.

    Plug in your router next, and wait for it to be fully connected.

  4. Plug in the tv.

    Finally, when the modem and router are fully connected, plug in the TV and turn it on.

If restarting all of your equipment doesn't solve the problem, try one of the following:

  1. First, let's check if the tv is reporting any network errors.

    How to check Network Status

    Press the Home/Smart button on your remote to bring up your launcher bar.

    Click the Settings icon in the top-right.

    Choose the All Settings option at the bottom.

    Choose the Network menu from the left.

    Choose Wi-Fi Connection.

    Note: In this menu, your network should have a checkmark if connected.

    Choose Advanced Wi-Fi Settings at the bottom.

    Note the icons at the top with green circles.

    Back Next Home

    Are any icons missing the green circle? (choose the first one missing the circle, starting left to right)

    1st Icon 2nd Icon 3rd Icon 4th Icon No I see a "Wi-Fi is Off" message

  2. Technically, you should never see an error on this icon. Since you do, we recommend having the tv diagnosed by a professionally trained technician.

    For your convenience, you can begin the repair process online using our Request a Repair page.

  3. This icon indicates that your router is not connected to the modem, or that the modem is not getting an Internet signal.

    Check all of the wires that connect your devices.

    • Check the power cable on your modem.

    • Check the signal cable connected to the modem (usually a coaxial cable from the wall).

    • Check the ethernet cable that connects the modem to the router (should connect to the out port on the modem and the in port on the router).

    If the connections appear to be correct, you may be experiencing an outage. Your next step should be to contact your ISP (Internet Service Provider) to have them check the signal from their end.

  4. A DNS server converts the web adress name (www.google.com), into a web address ip (74.125.224.72). Like any other server, sometimes DNS servers go down, and devices get confused.

    Your best bet to resolve this issue is to set your DNS locations manually. Luckily, Google hosts public DNS servers for anyone to use.

    Google's public DNS servers are 8.8.8.8 and 8.8.4.4.

    How to set your DNS manually

    Press the Home/Smart button on your remote to bring up your launcher bar.

    Click the Settings icon in the top-right.

    Choose the All Settings option at the bottom.

    Choose the Network menu from the left.

    Choose Wi-Fi Connection.

    Note: In this menu, your network should have a checkmark

    Choose Advanced Wi-Fi Settings at the bottom

    Click the Edit button.

    Uncheck the box labelled Set Automatically.

    Click in the box labelled DNS Server and enter 8.8.8.8, then click Connect.

    Back Next Home

  5. Generally, if there is an issue with the Internet signal in your home, the third icon would would be missing its' circle as well.

    In this case, there may be a larger outage from your ISP (Internet Service Provider), or the MAC address of your tv may be blocked by your ISP (rare).

    Either way, your next step should be to contact your ISP.

  6. Your network appears to be working correctly, and the tv is properly connected.

    Any network issues you are experiencing are likely due to signal quality or bandwidth.

    • Signal quality

      Try to use a wired connection (ethernet).

      If the network issue is resolved, or at least improved, you know signal quality is the issue.

      Try to move the router closer to the TV (about 6 feet away), or use a Wi-Fi range extender to improve the signal.

    • Bandwidth (speed)

      Bandwidth is affected by the speed you pay for from your ISP, and by other people on your network using the Internet.

      Contact your ISP about upgrading your speed.

    Note: Streaming services (such as Netflix), recommend at least 25 mbps for 4k content, and at least 6 mbps for standard definition playback. Keep in mind, this speed is shared with everyone on your network, and the recommended minimums should be devoted entirely to the tv.

    Tip: You can check your speed directly from your tv. Use the Web Browser and visit fast.com, a speed test powered by Netflix.

  7. This message can appear for a few reasons.

    • No Wi-Fi networks in range

      If you are sure that your network is enabled and functioning properly, this may be an issue of distance.

      Try to move the router closer to the TV (about 6 feet away), or use a Wi-Fi range extender to improve the signal.

    • QuickStart+ feature

      Sometimes, the QuickStart+ feature can cause the message.

      Use the steps below to disable QuickStart+.

    • Wi-Fi chip not functioning properly

      In rare cases, especially if the tv is not properly ventilated, the Wi-Fi chip may stop functioning properly. We recommend having the diagnosed by a professionally trained technician.

      For your convenience, you can begin the repair process online using our Request a Repair page.

    How to disable QuickStart+

    Press the Home/Smart button on your remote to bring up your launcher bar.

    Click the Settings icon in the top-right.

    Choose the All Settings option at the bottom.

    Choose the General menu from the left.

    Under Quick Start +, set it to Off.

    Back Next Home

Press the Smart button on your remote.

Then press the Settings button near the top right of the screen.

Locate the Network menu, and click to open it.

If you would like your TV to have a certain name on the network, change the contents of the TV Name box.

Click on Wi-Fi Connection.

Choose your Wi-Fi network from the list.

Note: If your network does not appear in the list, you may need to reduce the distance between the router and the TV.

Type in your Wi-Fi password (Wi-Fi passwords are case-sensative).

You may find it helpful to see the password as you type it.

Click Show Password to enable this option.

Click Connect and you're done!

If something goes wrong, use the Troubleshooting section.

Back Next Home
Connect To a Hidden Network

If you're an advanced user, you may have your SSID Broadcast disabled. To connect to a hidden network:

Open Settings > Network > Add a Hidden Wireless Network.

Enter the Network Name, Security Type, and Password (these are case-sensative).

If you're an advanced user, you may prefer using WPS to connect. To connect using WPS:

Open Settings > Network > Connect via WPS, then select whether you'll use the WPS button on the router, or a WPS PIN.

Enter the PIN or press the WPS button on the router.

If you're an advanced user, you may have a Static LAN. To configure static IP:

Open Settings > Network > Advanced Settings.

Click the Edit button, then disable Automatic IP.

Adjust the IP Address, Subnet Mask, Default Gateway, and DNS Server as needed.

  • WiFi Connection Drops Intermittently

    Due to the large flat shielding surface of TVs, wireless signals are more difficult to establish and maintain than they are on other devices.

    If you're interested in a more detailed explanation of why, try searching for "Physics radio frequency signal interference."

    For this reason, we strongly recommend placing your Wireless router at the TV's location.

    Once placed near the TV, connect the router to the TV with an Ethernet wire.*

    *Not required, but may greatly improve performance.

  • My network does not appear in the network list

    • Ensure the wireless router is powered on.

    • Ensure the TV is within range of the wireless router with minimal obstacles between.

      Note: The wireless receiver built in to the TV may not be as strong as other devices.

    • Restart the TV and wireless router (unplug them then plug them back in).

    • For Advanced Users: Make sure the router has SSID Broadcast enabled.

    • If the issue persists, Contact Us.

  • Unable to join - Incorrect password

    • Contact your Internet Service Provider or router manufacturer for help obtaining the correct Wi-Fi password.

    • Restart the TV and wireless router (unplug them then plug them back in).

    • Wi-Fi passwords are case-sensative, so ensure you mind capital versus lowercase.

    • If the issue persists, Contact Us.

  • Unable to join - Other Error

    • Ensure the wireless router is powered on.

    • Ensure the TV is within range of the wireless router with minimal obstacles between.

      Note: The wireless receiver built in to the TV may not be as strong as other devices.

    • Restart the TV and wireless router (unplug them then plug them back in).

    • For Advanced Users: Make sure the router has MAC Filtering disabled.

    • For Advanced Users: Make sure the router has DHCP enabled, or that you have the appropriate static IP settings programmed into the TV.

    • If the issue persists, Contact Us.

  • Joined network - No Internet access

    • Check other devices for Internet access. If none of your devices have Internet access, contact your ISP (Internet Service Provider).

    • Restart the TV and wireless router (unplug them then plug them back in).

    • For Advanced Users: Check the router's firewall settings.

    • For Advanced Users: Check the static IP settings.

    • If the issue persists, Contact Us.

Author-Ryan

Ryan is a Home Electronics expert and author of this help library article. Please leave him feedback below about the page.

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