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Troubleshooting Wireless (WIFI) Connection - TV

  • Troubleshooting - Network Settings
  • Others
  • Troubleshooting
  • Televisions
  • Last Updated 01/04/2019
Troubleshooting Your Internet Connection - TV

 

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).

Note: The basic trouble shooting steps main purpose is to determine if the TV has an issue.

  1. Unplug your devices (Modem / Router & TV)

    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 / Router > TV

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

  3. Beware of items that cause interference

    1. Other routers on the same frequency / channel

    2. Household electronics such as:

      • microwave oven
      • cordless phone
      • baby monitor
    3. If the software is not updated to newest firmware

    4. The authentication type on the modem router


  4. Turn off the Quick Start Feature

    Note: not all TV's will have this feature.

    Press Settings on your remote > all Settings > General > Quick Start > off

    Power cycle the TV and test to see if its able to connect properly.

  5. Turn off the Simplink Feature

    Press Settings on your remote > all Settings > General > Simplink (HDMI-CEC) > off

    Power cycle the TV and test to see if its able to connect properly.

  6. Remove any USB memories attached to the TV

    Its possible a USB hard drive may be causing interference, for testing purposes remove the USB.

  7. Check that the Time Zone and Date

    Press Settings on your remote > all Settings > General > Time & Date

    If your router has a Lease Expiration, this may affect connectivity.

  8. Smart Phone Hot-spot test

    If you have a smart phone with a hot-spot and at least 3 bars of signal, try to connect the TV to the hot-spot.

    This lets us test the TV connection to see if the TV is able to connect to any other signal.

  9. Hard line to the modem

    Using an Ethernet cord, connect to the router directly to the TV.

    This lets us see if the TV is able to recieve a signal.

    If this is not possible, use the wireless pin code option in the network settings.

    • Press Settings on your remote > all Settings > Network > Wifi Connection > Connect via WPS PIN

    Note: The pin code option may be grayed out. If so, connect the TV to the wireless network first. Then the WPS option/AdvancedWireless option will become an available selection.

  10. Ensure the software is up to date

    Note: This step only works if you are able to connect to the internet, but if you are able to hard line to the modem there may be a software update that helps improve your network connection.

    Press Settings on your remote > all Settings > General > About this TV > Check for updates

    Power cycle the TV and test to see if its able to connect properly.

If Basic Troubleshooting steps did not solve your issue, follow the troubleshooting in the advanced section.

  1. Are you using a wired or wireless connection?

    Wireless Wired
  2. Detect your WiFi

    Press the Home > Setting > All Settings > Network Tab  > Wi-Fi Connection.


    Does your TV show your wifi in the Wifi list?

    Yes No
  3. Connect to your WiFi

    When your wifi is selected, do you see a check mark on the left or do you see a "x" on the right?

    Is your TV able to connect to the Wi-Fi?

    Yes No
  4. Other devices

    Are other devices able to connect to your WiFi?

    Note: If you do not have another device to test with, you can connect the modem router to the TV using a Ethernet Cable to ensure the modem is sending a signal.

    Yes No
  5. Changes

    With the TV

    • On your TV go to fast.com to run a speed test

    • If the speed is slower than what your plan is, try the following:

      • Move the TV closer to the router as this will allow better signal.

      • You can connect to the TV with a Ethernet cord and test the speed again.

      • You can also test your modem speed on other devices.

    • If the speed is slower than your suppose to get, you will need to contact your Internet service provider, if not, continue with the router troubleshooting below.



    On your wifi router

    • Change frequencies (2.4 GHz VS 5 GHz)

    • Note: 2.4 GHZ is recommended for Streaming. 5GHz channels are more susceptible to interference.

    • Change channels on your modem router

      • If you have a smart phone, you may search for a "wifi analyzer" to see what channels are being used by neighbors.
    • Remove the password requirement while you test the connection (you can add it back after you can confirm its working).

    • Remove Mac filtering while you test the connection (you can add it back after you can confirm its working).

    • Check the DHCP Lease Time Setting in the router

      • If the lease time is set for 24 hours, the device may not reconnect if disconnected after the 24 hrs.
    • Change your modem router authentication type to WEP

      • If you feel WEP is not secure enough for all your usage, create a guest network with WEP encryption for your TV.

    Since LG does not make modems / routers, here are a few links to the manufacturers support.

    If your are still unable to connect your TV to your Wifi, lets have the TV diagnose the issue.

    Next
  6. Password

    There are several reasons why the TV may not be connecting to the modem, lets test what it could be.

    For testing purposes, temporarily remove the password from your WiFi.


    Is your TV able to connect to your WiFi?

    YesNo
  7. Lets check the modem router

    1. Remove he coaxial cable and reconnect it. (wait for all the lights to stabilize)

    2. If you are using your Ethernet port, check that there is a good connection between your Computer / TV and the modem's Ethernet port.


    Note: If you are unable to get your modem router to work, please call your network provider.

    Modem router is working
  8. Check the TV

    1. Try resetting your modem router by unplugging the power cord, wait 10 seconds, and replug it in.

    2. Check if the TV is able to see other modems.

    3. Change your modems authentication type.

    If your are still unable to connect your TV to your Wifi, lets have the TV diagnose the issue.

    Next
  9. This implies your modem router settings need to be changed, here are a few suggestions:

    • try a simpler password

      • Passwords with character like %, #, " or ë might not work

      • "space" may not be accepted as a character

      • If your password is too long (over 24 character), your TV may not read it.

    • Try changing the encryption settings, its recommended to use WPA/WPA2, however you are able to use WEP

      • In case you feel WEP is not secure enough for you, you are able to create a guest network with WEP encryption for your TV

  10. Refresh

    Try resetting your modem router by unplugging the power cord, wait 10 seconds, and replug it in.

    If your are still unable to connect your TV to your Wifi, lets have the TV diagnose the issue.

    Next
  11. TV Diagnosis

    The following steps will have the TV diagnose the issue.


    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 if using Wi-Fi, or Wired Connection if using ethernet.

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

    If on Wi-Fi Choose Advanced Wi-Fi Settings at the bottom.

    Note: Advanced Wi-Fi Settings will only be available if you are connected to your modem.

    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)

    TV Icon Modem Icon DNS Icon Internet Icon No I see a "Wi-Fi is Off" message
  12. 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.

  13. 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.

  14. 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

    While in the Advanced Wi-Fi Settings, click the Edit button.

    Un check the box labeled Set Automatically.

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

    Back Next Home
  15. 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.

  16. 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.

  17. 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

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.

  • 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 yourWireless router at the TV's location.

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

     

    *Not required, but may greatly improve performance.

    • 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.

    • 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.

    • 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.

    • 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.

    • Check that the Router Primary DNS 1 is set to 8.8.8.8 and Secondary DNS 2 is set to 8.8.4.4

    • Press Settings on your remote > All Settings > Network > advanced Wi-Fi Settings > Edit > Un check Set Automatically > Set DNS to 8.8.8.8

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