Question:

What should I do if the Gateway Ping test fails?

Answer:

Power off your TV, Modem, and Router.

Unplug the power for your Modem and Router.

Disconnect the wireless LAN adapter from your TV.

Connect an ethernet cable directly to the TV and Modem.

Plug in your Modem and turn it on.

Run the network setup for a wired connection. (Click here for instructions.)

Run the Network Tests again.

a. If all tests pass successfully, then there is a problem with your Router setup. Contact your network administrator or router manufacturer for assistance with setting up your network.

b. If all tests do not pass successfully, there may be a problem with the TV.

Connect another device (such as a Computer) directly to the modem.

a. If the other device connects to the internet, then the TV requires service. Create an online service request to have the TV repaired.

b. If the other device does not connect to the internet when directly connected to the modem, then there may be a problem with your modem. Contact your Internet Service Provider for help troubleshooting your modem.

Terms:

Gateway Ping test: A test that checks if your devices can communicate with each other through your network.

Wired connection: A connection between two devices using an ethernet cable instead of Wi-Fi.

Network setup: The process of configuring your devices so they can connect to the internet and communicate with each other.

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

Internet Service Provider (ISP): The company that provides you with internet access.