How to perform a network diagnosis when the Android TV™ or Google TV™ can't connect to the Internet.

Content

1. Before you start
2. Performing a Network Diagnosis
3. Troubleshoot connection results

Before you start

• Dial-up internet and connections by proxy aren't supported.
• A network that requires login for authentication, such as a virtual private network (VPN) or PPPoE connection, is not supported.
• If it is necessary to disable the firewall of the router, please contact the router manufacturer.
• If an exclamation mark (!) appears on the Network icon of the Android TV's Home screen, refer to The Android TV/Google TV Wi-Fi signal drops or intermittently disconnects article.
• Make sure that the Date & time settings are correct. For details, refer to the How to adjust the date and time on an Android TV or Google TV article.

Perform a Network Diagnosis

Confirm that Wi-Fi or Built-in Wi-Fi is set to On if the TV is connected via Wi-Fi.

1. Open the Settings screen. How to access the Settings
   • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
   • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
2. The next steps will depend on your TV menu options:
   • Select Network & Internet → Wi-Fi and set it to On.
   • Select Network → Advanced Settings → Built-in Wi-Fi and set to On.

Follow the procedure below to perform a network diagnosis.
Note: The menu screen varies depending on your model.

1. Open the Settings screen. How to access the Settings
   • If the remote control has a Quick Settings ( or ) button, press the Quick Settings button and select Settings.
   • If the remote control does not have a Quick Settings ( or ) button, press the HOME button and select Settings.
2. Select Network & Internet or Network.
3. Select Advanced settings.
   Note: If Advanced settings is not shown, skip this step.
4. Select Network status.
   
5. Select Check Connection.
   
6. At the Do you want to check the connection? screen, select YES.
7. The connection diagnosis will start.
8. After a while, the connection results will be displayed and the three items displayed in the connection results provide information about the network connection status. Select the corresponding solution from the table in the Troubleshoot connection results section.
9. The following are examples of displayed connection results:
   • Wireless device on TV
   • Local access
   • Internet access
   Note: If [IPv4: xxxxx][IPv6: xxxxx] is displayed in the Connection results, check the following.
   

   Connection results when [IPv4: xxxxx][IPv6: xxxxx] is displayed

   • Example 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

   • Example 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

   • Example 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 the Unable to connect to the Internet when IPv6 is enabled article.

Troubleshoot connection results

Please select solutions depending on the Network Diagnosis result.

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.

Wireless connection

Cable connection