Subject:  Network Troubleshooting

Troubleshooting Network issues can be a complicated process.

The steps below can help to resolve some of the most common issues.

To begin troubleshooting the network, first run a Network Test.

After performing the test, use the section below that most closely matches the error.

MAC Address Fail:

If the connection is failing at the MAC Address, there will be no information in the MAC Address section of the Network Test.

This error indicates an issue with the network adapter in the TV. To troubleshoot, perform the following:

Wired or Wi-Fi connection (No Linkstick):

    1.    If the MAC Address fails, perform a factory reset, and then run the network test again.

    2.    If the MAC Address continues to fail, the TV will require service.

• If available, the TV may still function using the other type of connection. (If Wi-Fi fails, try a wired connection, or vice versa.)
   

Wi-Fi connection (Linkstick):

    1.    If the MAC address fails, move the Linkstick to another USB port, and then run the network test again.

    2.    If the MAC address fails again, remove the Linkstick and connect the TV using a wired connection (if possible), and then run the network test again.

• If the TV can connect using a wired connection, but not with the Linkstick, the Linkstick requires service.
• If the TV gets an error when using a wired connection, follow the steps in this article for wired connections.

IP Address Fail / Gateway Ping Fail:

If the IP Address test fails, a red X will appear between the image of the TV and the Router AND no information will appear in the IP Address, Subnet Mask, Gateway or DNS Server column.

(This error may also be called "IP Address, Subnet, Gateway, DNS Server Test" on some models.)

This error indicates a conflict with the router's settings, or an issue with getting the settings automatically from the router.

If the connection is failing at the Gateway Ping, a red X will appear between the TV and the Router, but the information in the IP Address, Subnet Mask, Gateway and DNS column will be filled in.

This error means that the TV is attempting to confirm the connection to the router with a ping, and is not getting a response.

Important: Most networks are set up to use Automatic settings, which is recommended for compatible networks.

If the network requires Manual settings, incorrect settings will prevent the TV from connecting.

If using Manual settings, see the section below regarding contacting the network administrator.

The first step for either error is to power cycle the network, and run the network test again.

For an IP Address error, if it still occurs after power cycling the network, perform the following:

Note: These steps can be skipped for a Gateway Ping error. Continue at the step below: "The final thing to check..."

• If using a Linkstick, remove the Linkstick, reinsert it, and then run the network test again.

• If using a wired connection, move the ethernet cable to a different port on the router, power cycle the network again, and then run the network test again.
      -    If the error still occurs on a wired connection, replace the Ethernet cable with a new or known working Ethernet cable, and then run the network test again.

The final thing to check for either IP Address or Gateway Ping errors is to see if the router may be causing the issue. To check this, circumvent the router and connect the TV directly to the modem using a wired connection (disconnect the Linkstick if applicable), and then run the network test again.

Note: If the router and the modem are the same device, see the section below regarding contacting the network administrator.

• If the TV works when connected directly to the modem, there is an issue with the router settings. See the section below regarding contacting the network administrator.
• If the TV does not work when connected directly to the modem, connect another device directly to the modem instead (such as a computer).
      -    If the other device can connect to the internet when plugged directly into the modem, but the TV cannot, then the TV will require service.
      -    If the other device does not connect to the internet when plugged directly into the modem, there may be a problem with the modem.
• If the modem was provided by the Internet Service Provider, contact them for further assistance, otherwise contact the manufacturer of the modem.

Domain Ping Fail / Internet Service Test:

If the Internet Service test fails, a red X will appear between the Router and the Globe. (This error may also be called a "Domain Ping Test" on some models.)

Either of these errors means the TV is indicating that it can connect to the local network, but is unable to connect to the Internet.

• If this error occurs, power cycle the network, and then run the network test again.
• If the error still occurs, this is an indication that the router may not be configured properly, and may be blocking the TV from accessing the internet.
• See the section below regarding contacting the network administrator for further assistance.
• If the network administrator verifies that the local network is not blocking the TV from accessing the internet, and the error still occurs, contact the Internet Service Provider to confirm that they are also not restricting the TV from accessing the internet.
• If the Internet Service Provider confirms that there are no restrictions preventing the TV from accessing the internet, and the error still occurs, update the firmware on the TV (if an update is available).
• If no firmware update is available, and the error still occurs, wait 24 hours to see if server activity restores, or a firmware update becomes available.
• If after 24 hours, all of the previous troubleshooting steps have been taken, no firmware update is available, and the error still occurs, the TV will require service.
   

Contacting the Network Administrator:

If referred to a network administrator, this means that the issue is likely to be with the local network, or internet connection, and not with the TV, or that more information about the network is required in order to set up the TV correctly. Such settings are beyond the scope of this troubleshooting guide, and include advanced network and router configuration, including:

• DHCP settings
• Firewalls
• Port Forwarding
• MAC Filtering
• And more.

In a business setting, the network administrator is the employee or department that takes care of the network.

In a residential setting, the term network administrator refers to the person with access to the home's router that is most familiar with how to use it, configure it, and set up devices to connect to it.

If the steps above refer to a network administrator, but the network administrator is the one that needs further assistance or is unavailable, then identify the source of the router:

• If the router was provided by the Internet Service Provider, contact the Internet Service Provider.
• Otherwise, contact the manufacturer of the router.