Question:

How to troubleshoot network issues between a Blu-ray player and a router/modem?

Answer:

While it’s nearly impossible to cover all the different router and modem models and settings, we can easily determine if the router, modem or their settings are causing the problem.

Important: You will need an Ethernet cable long enough to reach from your modem to the back of your Blu-ray player.

To test your router, follow these steps:

1. Power off your Blu-ray player if it is already on. (If you are using the BD-D5300 or BD-D5500, remove the wireless adapter and place it aside.)

2. Power off your Router and wait until it shuts off.

3. Power off your modem and wait until it shuts off.

4. Disconnect the Ethernet cable from the back of the router and then connect it to the back of your Blu-ray player. This bypasses the router and connects directly to your modem.

5. Power on your modem and wait for it to initialize and boot up completely.

Important: Depending on the modem model/brand a series of indicator lights may need to be illuminated, indicating the modem is working properly and is able to connect to your ISP. The image below shows a general setup of the main indicator lights that must be lit, colors may differ depending on your modem model or brand. Refer to the literature that came with your modem or contact the modem manufacturer or ISP.

6. Power on your Blu-ray player and wait for the Home Menu to display.

7. Using the ◀ and ▶ arrow buttons on your Blu-ray remote move to Settings and then press Enter/.

8. Using the ▲ and ▼ arrow buttons on your Blu-ray remote move to Network and then press Enter.

9. Network Settings is automatically highlighted, press Enter to select.
   
   
10. Wired is automatically highlighted, press Enter.

11. The Player will now perform a Network Test.
    
• If the Network test passes with a wired connection, the problem is with your router configuration. To further troubeshoot this issue, refer to the User Guide of your router or contact your router manufacturer.
• If the Network test passes the MAC Address but continues to fail at IP, Subnet, Gateway, DNS the problem is not with your router but with your modem and ISP. Since this is a third party device we do not have the available troubleshooting but you can contact your ISP for their troubleshooting steps and to verify your service is working properly and your modem is configured accordingly.

Terms:

Router: A device that forwards data packets between computer networks.

Modem: A device that converts digital signals to analog signals and vice versa for internet access.

Ethernet cable: A cable used to connect devices on a local area network (LAN).

Indicator lights: Lights on a device that show its status or connectivity.

ISP: Internet Service Provider, a company that provides internet access.

User guide: A manual provided by the manufacturer containing instructions and information about a product.