PROBLEM :

Network troubleshooting on the TV

SOLUTION 1 : Determine the type of error

After performing a Network Status test on your TV, you may see an error message. Use the sections below that match the error you see on your TV:

Determine if it is a Mac Address Fail

If the Mac Address fails, 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.

• If the Mac Address fails when you are using a Wired or Wi-Fi connection (no Linkstick), perform a factory reset on your TV. Then, run the Network test again. If the Mac Address continues to fail, the TV will require service.
  
  
• If the Mac Address fails when you are using a Wi-Fi connection (with a Linkstick), move the Linkstick to another USB port. Then, run the Network test again. If the Mac Address continues to fail, remove the Linkstick, connect to the TV to a wired connection, and then run the Network test again.
  
  Note: If the TV can connect using a wired connection, but not with the Linkstick, then the Linkstick will require service.

Determine if it is an IP Address Fail/Gateway Ping Fail

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

• If the IP Address test fails, a red X will appear between the image of the TV and the router. Additionally, no information will appear in the IP Address, Subnet Mask, Gateway, or DNS Server columns. This error indicates a conflict with the router's settings, or an issue with getting the settings automatically from the router.
  
  Note: This error may also be called IP Address, Subnet, Gateway, DNS Server Test on some models.
  
  
• If the connection is failing at the Gateway Ping, a red X will appear between the TV and the router. However, the information in the IP Address, Subnet Mask, Gateway, and DNS column will be filled in. This error indicates that the TV is attempting to confirm the connection to the router with a ping and is not getting a response.

SOLUTION 2: Fix a Mac Address error, IP Address error, or Gateway Ping Fail error

Follow the instructions below if you are receiving the Mac Address error, the IP Address Fail error, or the Gateway Ping Fail error.

1. Power cycle the network, and then run the network test again.
   
   
2. If the error still occurs on a wired connection, replace the Ethernet cable with a new or working Ethernet cable, and then run the network test again.
   
   
3. If you see the IP Address error or Gateway Ping error, check if the router is causing the issue. 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.

• If the TV works when connected directly to the modem, there is an issue with the router settings.
  
  
• 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.

SOLUTION 3: 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 you are receiving the Domain Ping Fail error or the Internet Service Test error, please follow the instructions below.

1. Power cycle the network, and then run the network test again.
   
   
2. 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. If the network administrator verifies that the local network is not blocking access to 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.
   
   
3. 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).
   
   
4. If no firmware update is available, and the error still occurs, wait 24 hours to see if server activity restores, or if a firmware update becomes available.
   
   
5. If after 24 hours, all of the previous troubleshooting steps have been taken and no firmware update is available, the TV will require service.

SOLUTION 4: Contact the Network Administrator

If referred to a network administrator, this indicates 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

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

In a residential setting, the network administrator refers to the person with access to the home 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.