Article ID : 00184680 / Last Modified : 28/09/2018

The Android TV cannot be connected to the Internet: how to perform a network diagnosis

Applicable Products and Categories of This Article

IMPORTANT: This Answer is for Android TV. For TVs other than Android TV, refer to The TV (other than Android TV) cannot be connected to the Internet: how to perform a network diagnosis



Contents

Keep in mind
Performing a Network Diagnosis
Solutions depending on Network diagnosis result



Keep in mind

  • Internet circuit by dial-up connection is not supported.
  • Connection by proxy is not supported.
  • Network that requires login for authentication such as virtual private network (VPN) or PPPoE connection is not supported.
  • If it is necessary to disable the firewall of the router, please contact the actual producer of the router.
  • If an exclamation mark (!) appears on the Network icon of the Android TV's Home screen, refer to the following.
    The Wi-Fi signal drops or intermittently disconnected. (For Android TV)


Performing a Network Diagnosis

NOTE: If the TV is connected via Wi-Fi, confirm that Built-in Wi-Fi is set to On.
  1. Press the Home button on the remote control.
  2. Select  Settings.
  3. Select Network in the Network & Accessories category.
  4. Select Advanced Settings.
  5. Select Built-in Wi-Fi and set to On.

Follow the procedure below to perform a network diagnosis.

  • The menu screen varies depending on your model.
  • The example image below uses 2017 Android TV models.
  1. Press the HOME button on the remote control.
  2. Select  ​​​​​​​​​​​​​​Settings.
  3. Select Network in the Network & Accessories category.
    Image
     
  4. Select Advanced settings.
    Image
     
  5. Select Network status.
    Image
     
  6. Select Check Connection.
    Image
     
  7. Select YES on the Do you want to check the connection? screen.
    Image
     
  8. Connection diagnosis will start. The connection results will be displayed after a while.
    The three items displayed in the connection results provide information about the network connection status. Select the corresponding solution from the table below.
    The following screens are examples of displayed connection results.
     
    ImageImage

    [A]: If [IPv4: xxxxx][IPv6: xxxxx] is displayed in the connection results

    ​​​​​​​Case 1: The TV is automatically connected via [IPv4] as long as you do not perform the settings to select [IPv6]. In that case, check the results for [IPv4: xxxxx].

  • Wireless device on TV: found
    Local access: OK
    Internet access: OK

            Case 2: If you performed the settings to select [IPv6], check the results for [IPv6: xxxxx].

  • Wireless device on TV: found
    Local access: OK
    Internet access: OK 

     
  • Case 3: If [IPv6] is set and [Failed] is displayed for [IPv6], change the settings to [IPv4] to see if the TV can connect. For the settings, refer to  Unable to connect to the Internet when IPv6 is enabled.  ​​​​​​​
  •  
  • NOTE: If you are using a wireless LAN converter (a type of device connected to the TV with a LAN cable), refer to the Cable connection results in the table below.


Solutions depending on Network diagnosis result

Please select solutions depending on Network Diagnosis result.

  • Example:
    The solution that corresponds to [A], Case 1 in the connection results examples above is Solution 4. For [B] (found/OK/Failed), select Solution 3.
     
      

    Connection results

    Wireless device on TVFailedfound
    (or OK)
    found
    (or OK)
    found
    (or OK)
    Cable connection
    Local accessFailedFailedOKOK
    Internet accessFailedFailedFailedOK
    SolutionWireless connectionSolution 1 Solution 2 Solution 3 Solution 4
    Cable connectionSolution 5 Solution 6 Solution 7 Solution 8

 


*Android TV is a trademark of Google LLC.