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Article ID : 00374616 / Last Modified : 11/02/2026Print

Troubleshooting the Internet Connection for your BRAVIA TV

    Connecting your BRAVIA TV to the Internet allows you to use apps, watch online video, and receive software updates. If your TV cannot connect or stays connected but apps do not work, this guide helps you find the cause and fix it.

    The steps begin with simple checks and progress to more detailed solutions. You do not need technical knowledge — every concept is explained clearly.

    Table of Contents

    1. Before you begin
    2. Quick health check
    3. Understanding Network Status
    4. Troubleshooting steps
    5. Problems with streaming and online apps
    6. Error codes and what they mean
    7. Summary

    1. Before you begin

    Before starting any troubleshooting:

    • Make sure your TV supports network connections (Wi-Fi or LAN).
    • Check that your Internet works on another device (phone, tablet, or laptop).
    • Ensure your router (your Internet box) is turned on and the lights look normal.
      • Normal router lights are usually green, blue, or white and remain steady after a short startup period.
      • Abnormal lights include red or orange indicators, no lights for Internet or Wi-Fi, lights that constantly turn on and off, or a router that restarts by itself.
    • Public or hotel Wi-Fi networks that require a login on a website are not supported.
    • Confirm that your TV shows the correct date and time. An incorrect date/time can block apps and certificates.
    • If you changed your Wi-Fi password recently, your TV may still be trying to use the old one.

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    2. Quick health check

    Try these steps first — they resolve most issues.

    1. Restart the TV. Turn the TV off, unplug it from the wall for two minutes, plug it back in, and turn it on.
    2. Restart the router. Turn off your router, wait 20–30 seconds, turn it back on, and wait until the lights stabilise.
    3. Check Wi-Fi or LAN status. Go to Settings → Network & Internet.
      • Ensure Wi-Fi is ON (for wireless models).
      • Ensure your LAN cable is firmly connected (for wired models).
    4. Run the Network Status Test (Network Diagnosis). This test checks three things:
      1. The network hardware inside the TV
      2. The TV’s connection to your router
      3. The router’s connection to the Internet

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    3. Understanding Network Status

    You can run the built-in network diagnosis on your BRAVIA TV to see where the connection is failing.

    How to run the Network Status Test

    On most Android TV / Google TV models:

    • Settings → Network & Internet → Network Status → Check Connection
    • Settings → Network & Internet → Advanced Settings → Network Status

    (On some older TV models, the path is:

    • Settings → Network → Network Setup → View Network Status)

    The TV will test three connection stages.

    1. TV network device. Checks whether the TV’s Wi-Fi or LAN hardware is working.
    2. Local access. Checks whether the TV can communicate with your router.
    3. Internet access. Checks whether the router can reach the Internet.

    Typical results:

    ABCWhat it means
    Failed    Failed    Failed    

     TV cannot detect Wi-Fi/LAN hardware, or is not connected at all

    Most common causes:

    1. Wi-Fi is turned OFF on the TV
    2. LAN cable is unplugged or loose
    3. TV is too far from the router to detect a signal
    OKFailed   Failed   

     TV detects hardware, but cannot reach the router

    Most common causes:

    1. Incorrect Wi-Fi password
    2. Weak Wi-Fi signal or too much distance
    3. Router Wi-Fi is disabled or the TV is on the wrong network
    OKOKFailed   

    TV reaches the router, but the router cannot reach the Internet

    Most common causes:

    1. Internet outage from your Internet provider
    2. Modem or router needs a restart
    3. Internet cable to the router is loose or disconnected
    OK    OK    OK    

    Connection is normal

    Most common causes when apps still fail:

    1. The streaming service is down
    2. The app needs an update or restart
    3. Incorrect date/time on the TV

    Use these results to choose the right steps below.

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    4. Troubleshooting steps

    4.1 Wireless (Wi-Fi) problems

    Make sure Wi-Fi is turned on

    Check if the Wi-Fi setting of your TV is turned on. Alternatively, you can toggle Wi-Fi off and back on in the network settings to see if this fixes the issue.

    Depending on your TV model, menu paths might slightly differ:

    • Settings → Network & Internet → Wi-Fi (Toggle off and on)
    • Settings → Network & Accessories → Network → Advanced Wi-Fi Settings
    • Settings → Network → Network Setup → Wireless Setup

    Check your Wi-Fi password

    Most connection failures happen because the password was entered incorrectly.
    Watch out for:

    • 0 (zero) vs O (letter O)
    • 1 (one) vs l (lowercase L) vs I (capital i)
    • Uppercase and lowercase letters

    The correct Wi-Fi password is usually printed on a sticker under your router. 

    1. Go to the TV Wi-Fi settings and select your network name.
    2. A keyboard will appear on the screen. Use the remote control to navigate the keyboard and select letters and numbers.
      Be mindful of uppercase and lowercase letters. The Arrow Up key (⇧) is the Shift Key, which lets you switch between uppercase and lowercase letters. 
    3. Enter your Wi-Fi password again, then select Connect. 

    Improve your Wi-Fi signal

    A weak signal causes disconnections.
    Try the following:

    • Move the router closer to the TV.
    • Keep the router off the floor, ideally at or above waist height.
    • Avoid thick walls and metal objects.
    • Keep it away from microwaves, cordless phones, baby monitors, and Bluetooth speakers.

    Try the other Wi-Fi band

    Your router may broadcast two Wi-Fi networks:

    • 2.4 GHz
      This band reaches farther and goes through walls more easily. It’s slower, but more stable at long distances or in homes with thick walls.
    • 5 GHz
      This band is faster and better for streaming, but it only works well when the TV is in the same room as the router or very close by.

    The signal quickly weakens if there are walls or floors between.

    If your TV is far from the router, try 2.4 GHz.
    If your TV is close to the router, try 5 GHz.

    Switching to the right band often fixes freezing video, slow apps, and random disconnections.

    Check if the router’s Wi-Fi is turned off

    Some routers have a physical Wi-Fi On/Off button on the side or back. If this button is pressed accidentally, the router will stay online but won’t broadcast a wireless signal.

    What to look for:

    • Check if the router has a button labelled Wi-Fi, WLAN, or a small antenna icon.
    • Make sure the Wi-Fi indicator light is on (often green or white).
    • If the light is off, press the Wi-Fi button once to enable the wireless signal.

    This helps confirm that the router is actually sending Wi-Fi, not just providing a wired connection.

    Forget and reconnect to the Wi-Fi network

    Settings → (Wi-Fi) → Network & Internet → Select your Wi-Fi → Forget → reconnect.

    For more information, visit this article on connecting your BRAVIA TV to the internet.

    Update your TV software

    Settings → System → Software Update → Check for updates.

    For more information, visit this article on how to update your BRAVIA TV.

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    4.2 Wired (LAN cable) problems

    A LAN cable is more stable than Wi-Fi, but requires a working cable and router port.

    Check the cable

    • Make sure the cable clicks securely at both ends.
    • Try a different cable.
    • Avoid cables that are very long or damaged.

    Check the router port

    If one port does not work, move the cable to another one.

    Check router lights

    If the router has a LAN light for the port in use:

    • No light = the cable is not detected
    • Blinking light = the connection is active
    • Red/orange lights = possible router or ISP issue

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    5. Problems with streaming and online apps

    Sometimes your BRAVIA TV is connected to the Internet, but one or more apps still do not work. This does not always mean there is an Internet problem.
    Streaming apps can fail for many reasons, including service outages, account issues, slow Internet speed, or outdated app versions.

    The steps below help you understand whether the issue is with:

    • your Internet connection
    • the streaming service
    • your account
    • or the app itself

    1. Confirm the TV is fully online

    Even if the Wi-Fi/LAN icon appears, the TV may have only a partial connection.

    Run the Network Status Test:

    *Menu paths might differ slightly depending on your TV model, but the Network Status test can always be found in the Network & Internet settings.

    Settings → Network & Internet → Network Status → Check Connection

    If the result is OK → OK → OK, the TV is connected, and the issue is likely app-specific or service-specific.

    2. Check if the streaming service is down

    This is extremely common — especially for streaming services. Streaming services depend on many systems working at the same time — their servers, their content delivery network (CDN), regional servers, authentication systems, and app updates.
    If any one of those systems has a problem, the app can stop working even though your Internet is perfectly fine.

    Try opening a different streaming app.

    • If one app does not work but another app loads normally, the issue is likely with the specific service that is failing.
    • If several apps show the same problem, the issue is more likely related to your network or device settings.

    3. Check your Internet speed

    Your TV may be connected, but your Internet speed may be too slow for video.

    Typical requirements:

    • 5 Mbps for HD video
    • 25 Mbps for 4K video

    Test your speed on another device (phone/laptop) connected to the same network.

    If speed is low:

    • Restart your router
    • Move your router closer
    • Avoid using the Internet on many devices at once. If another device is downloading large files, the internet speed might drop.

    4. Check the date and time

    Apps rely on the correct date/time for security certificates.

    Go to: Settings → System → Date & Time

    Use Automatic date & time if available.

    If the clock is wrong, apps can show:

    • “Cannot connect to server”
    • “Something went wrong”
    • endless loading circles

      5. Restart or update the app

      For Android/Google apps

      Force Stop the App

      An app might experience issues such as a lost Internet connection, a frozen menu, or audio and visual glitches. If you feel something's wrong with an app, the simplest thing to do is force-stop it.

      The steps will depend on your TV menu options:

      • Go to the Apps tab → Select the problematic app → Long-press OK → Select App Info or Info → Select Force Stop and confirm.
      • Go to Settings → Apps → Recently opened apps or See all apps → Select the problematic app → Select Force stop and confirm.

      After force-stopping the app, open it again and see if it runs as expected.

      Clear the app cache and data

      If an app isn't working as it should, you can try clearing the app cache and/or data.

      Android TV

      1. Press the HOME button on your remote control.
      2. Select Settings.
      3. The next steps will depend on your TV menu options:
        • Select Apps → See all apps → Show system apps.
        • Select Apps.
      4. Select the desired apps in the System app category.
      5. Select one of the options below:
        • Select Clear cache → OK.
        • Select Clear data → OK.
        • Select CLEAR ALL DATA → OK.

      Google TV

      1. Press the HOME button on your remote control.
      2. Select Settings → Apps → Recently opened apps or See all apps.
      3. Select the desired app(s).
      4. Select Clear cache or Clear data.

      How to update the app

      Your apps should run the latest version if your TV is connected to the Internet. However, keep in mind that Google updates apps in phases, so it's possible your TV hasn't received an app update yet, even though the latest version is available. In that case, you can manually check for updates via the Google Play Store.

      How to manually check for updates

      1. Open the Google Play Store.
      2. Go to Manage apps and games, which is hidden under your Google Account icon in the top right corner. 
      3. Select Updates → Check for updates.
        Note: Go to Manage apps and games → Updates → Update all to update all your apps.

      How to enable automatic updates

      The steps will depend on your TV menu options:

      • Go to Settings → Apps → Manage updates → Auto-update apps → Select the sliding bar to turn this feature On.
      • Navigate to your profile icon → select Settings → Auto-update apps → Select Auto-update apps at any time.
        Note: Select Don’t auto-update apps to disable automatic updates.

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      6. Error codes and what they mean

      You may see an error code when the TV or an app cannot reach the Internet. The exact code depends on the TV software or the app, but error codes usually point to one of the following:

      • The TV cannot reach the Internet
      • The router is not connected to the Internet
      • A specific app or streaming service is temporarily unavailable
      • There is an authentication or certificate problem
      • The app needs to be restarted, updated, or reinstalled

      Because each app uses its own codes (which change over time), the number shown is less important than the steps to fix it.

      Try the following steps for any network-related error code:

      1. Restart the TV
      2. Restart the router
      3. Run the Network Status Test in the TV settings
      4. Check that the date and time are correct
      5. Try a different streaming app to see if the issue is service-specific
      6. Force-stop, update, or reinstall the app

      Common Examples of Error Codes for Streaming Services

      Service / PlatformError code / MessageWhat it usually meansTypical solution steps
      NetflixNW-2-5 / NW-3-6Network connectivity issue (the TV can’t reach Netflix servers).• Restart the router and TV
      • Check Wi-Fi or LAN cable
      • Try again after checking that other devices have internet
      NetflixUI-800-3Corrupted or outdated app data/cache.• Restart the TV
      • Sign out and sign back in to Netflix
      • Clear app data/cache (if available)
      • Reinstall the Netflix app
      NetflixTVQ-ST-103 / TVQ-ST-131Temporary service or connection issue.• Check the internet connection on the TV
      • Restart the app and the TV
      • Try a wired (LAN) connection if possible
      Netflix11800Playback problem (video file cannot be loaded or played).• Restart the app and TV
      • Check internet connection
      • Update the app and TV software
      YouTube“Something went wrong” / Error 400General network/request problem or temporary app issue.• Restart the YouTube app
      • Clear app cache/data (if possible)
      • Check Wi-Fi or LAN connection
      YouTubeError 503YouTube service is overloaded or temporarily unavailable.• Try again after a short time
      • Restart the TV and app
      • Test another app to confirm internet is working
      YouTubePlayback ID errorThe video stream cannot be reached or loaded.• Try a different video
      • Check the internet connection
      • Restart router and TV
      Prime VideoError 5004Sign-in or authentication problem with the Amazon account.• Sign out and sign back in to Prime Video
      • Check date and time settings on the TV
      • Confirm the Amazon account is active
      Prime VideoError 1007 / 1022App needs to be refreshed or has corrupted data.• Restart the TV
      • Clear app data/cache
      • Reinstall the Prime Video app
      Prime VideoError 7031Playback or DRM (copy protection) error.• Restart TV and app
      • Try a different title
      • If using an external device, check HDMI cable and HDCP compatibility
      Disney+Error 24 / 43Network issue or connection timeout.• Restart router and TV
      • Check Wi-Fi signal strength
      • If possible, try a wired connection
      Disney+Error 41Video temporarily unavailable (licensing or playback issue).• Try playing the title again
      • Try a different title
      • Update the Disney+ app
      Disney+Error 73Location/region problem – often related to VPN or DNS settings.• Turn off VPN or smart DNS services
      • Restart router and TV
      • Use automatic DNS settings
      Apple TV+N/64Network or account issue during playback.• Check internet connection
      • Verify Apple ID sign-in
      • Restart app and TV
      Apple TV+N/7 / “This video is not available”Playback rights or DRM (copy protection) issue.• Restart the TV
      • Update TV firmware and app
      • Try a different title

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      7. Summary

      Most Internet and streaming problems can be solved by checking a few key areas: the router, the TV’s network settings, and the apps themselves. The Network Status Test shows whether the issue is the TV, the router connection, or the Internet service. Weak Wi-Fi signals, incorrect passwords, and temporary service outages are the most common causes.

      If your TV connects to the Internet but apps still fail, the problem is usually related to the specific streaming service, outdated app data, or account issues rather than the TV itself. Restarting the app, clearing its cache, or checking if the service is temporarily down often resolves the issue.