PROBLEM 1:

Connect to a Wireless Network

SOLUTION 1: Network Settings

Your Family Hub refrigerator needs an internet connection to use most of its apps. To connect to the internet, please perform the following:

1. Under Settings, please select Wi-Fi to go to the Wi-Fi screen.

2. Please check that the Wi-Fi is enabled on the Family Hub. To turn it on, touch the slider.

3. Please find and select your desired network from the list (if you the network is hidden, please refer to the section below).

4. Enter the password for your network and then touch CONNECT.

*Your Family Hub should now be connected to the internet. If it does not connect, please check the sections below.

PROBLEM 2: Cannot Detect Desired Network or Cannot Connect to it

SOLUTION 2A: General Troubleshooting

If some networks are displayed, but your desired network does not appear, please perform the following:

• If your network does not display, the networks may be set as "hidden." Please refer to the section below to address this problem.
  
  
• Please move your router closer to your fridge, and see if your network now appears.
  
  
• Please disable all other devices (besides your fridge) on the network, and then see if your network appears.
  
  
• If possible, use a mobile device to create a hotspot near the refrigerator and see if the refrigerator is able to detect any networks. If it can, the issue is with the desired network and not with the refrigerator.
  
  

SOLUTION 2B: Check Bandwidth Limitation

Sometimes, certain networks or routers may have bandwidth limitations that cause connection problems.

If you think network limitations are causing the problem, please perform the following:

• Please disconnect every other device (besides the fridge) currently connected to the router.
  
  
• Please retry connecting your fridge to the wireless network.
  
  
  • If your fridge now connects and Family Hub apps are working, then the issue was caused by router or internet bandwidth limitations.
    
    
  • If the refrigerator does not connect and Family Hub apps are NOT working, additional troubleshooting is required. Please refer to the Power Cycle section below.
    
    

SOLUTION 2C: Power Cycle The Network

Most homes have the same internet or network setup: a modem and a Wi-Fi router. The modem is connected to an ethernet port in the wall, and the router is connected to the modem. Sometimes restarting either device helps with connectivity problems.

If you have this type of internet setup and are having connectivity problems, please perform the following:

• Please try restarting the Wi-Fi router by powering it on and off
  
  
• Then try reconnecting your Family Hub to your network one more time.
  
  
• If just resetting the router did not solve the problem, sometimes performing an entire power cycle can fix connectivity problems.
  
  
• To perform a power cycle, please do the following steps:
  
  
  1. Please disconnect the power from both the modem and the router.
     
     
  2. Please reconnect your modem, and let it reboot.
     
     
  3. Please reconnect your router, and let it reboot.
     
     
  4. The power cycle is now complete. Please try reconnecting your Family Hub to your network one more time.
     
     

*After performing these steps, if your desired one is still not detected, please contact your Internet Service Provider for further assistance.

Note:
Another common setup is one device that acts as both a modem and a router. In this case, there is only one device to power cycle.

PROBLEM 3: Cannot Detect Any Network

SOLUTION 3A: General Troubleshooting

If your Family Hub is not detecting any networks, please perform the following steps:

1. Please navigate to Settings on your Family Hub and then navigate to the Wi-Fi page.
   
   
2. Please check that the Wi-Fi setting is turned on. Then, please select Scan.
   
   
3. The Wi-Fi page will refresh and networks may appear.
   
   
4. If you see your desired network, try connecting your Family Hub.
   
   

SOLUTION 3B: Do A Factory Reset On The Family Hub

If you are still having problems connecting to the Family Hub to the internet, you can perform a factory reset.

IMPORTANT: Please remember what Samsung account you used for your Family Hub. When it resets, reentering the same Samsung account will automatically restore your Family Hub information.

To perform a factory reset, please perform the following:

1. Please navigate to Settings on your Family Hub and select Factory Data Reset.
   
   
2. Please select the Reset button to perform the factory reset.
   
   
3. If the factory reset fails the first time, don't be alarmed. Touch Retry to try the reset again.
   
   
4. When the Family Hub panel resets and comes back on, enter your Samsung account information.
   
   
5. Go to the Wi-Fi settings again and see if any networks appear now.

SOLUTION 3C: Reset the Touch Control Panel

If the factory reset doesn't work or networks still do not appear, you can try resetting the entire fridge and Touch Control Panel. This will completely shut down the Family Hub panel as well as the PCB.

IMPORTANT: Please remember what Samsung account you used for your Family Hub. When it resets, reentering the same Samsung account will automatically restore your Family Hub information.

To reset the Touch Control Panel, perform the following:

1. Please find the reset switch compartment. It should be located in the top right corner of your fridge's right-side door.

2. Please push the cover upward to open the compartment. The red reset switch will be located inside.

3. If the red button is toggled to the right (see image below) the Touch Control Panel is on.

4. Please turn the switch off (toggle to the left), wait 15 seconds, and then turn it back on again.

5. When the Family Hub panel resets and comes back on, enter your Samsung account information if prompted.

6. Go to the Wi-Fi settings again and see if any networks appear now.

*If you are still having connectivity issues, please try additional troubleshooting (see below).

SOLUTION 3D: Additional Troubleshooting

If your Family Hub still cannot detect any networks, please try the following:

• If nothing still displays, the networks may be set as "hidden." Please refer to the section below to address this problem.
  
  
• Please perform a power cycle with your modem and router (explained above).
  
  
• Please move the router closer to the refrigerator, and then try to detect networks again.
  
  
• Please disable all other devices on the network (besides the fridge), and then try to detect networks again.
  
  
• If possible, use a mobile device to create a hotspot near the refrigerator and see if the refrigerator is able to detect any networks. If it can, the issue is with the desired networks and not with the refrigerator.
  
  

*If you have tried these steps and your fridge still does not detect any networks, service is required.

PROBLEM 4: Unable To Connect To Hidden Network

General Information

• Most wireless networks are configured to show their names, so it is easier for devices to find them. However, a network can be configured to be hidden, so no one (like a hacker) can connect to them.
  
  

SOLUTION 4: Configure Settings

If you want to connect to a hidden network, please follow these steps:

1. Please navigate to Settings on your Family Hub and then open the Wi-Fi menu.
   
   
2. Please scroll down past the displayed networks and then select Add network.
   
   
3. Please enter the name of the network and its security credentials (if applicable).
   
   
4. The network should now appear on your Family Hub.
   
   
5. If your fridge is still unable to connect to your hidden network, please temporarily make your network visible (for assistance, contact the network administrator). This will help you confirm that your network is actually in range and can be detected by your fridge.
   
   

*If the network still does not appear on your Family Hub, please refer to the sections above for additional troubleshooting.