Article ID : 00138702 / Last Modified : 11/04/2018

Network Error or Unable to access the network to view or stream Internet content.

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This error will occur when the an Internet connection cannot be established or if an issue exists with the online network. Follow the steps below to troubleshoot for different types of connectivity issues.

NOTES:
  • If model-specific information is required to complete any of the steps in this solution, refer to the operating instructions supplied with the product.
  • Each of these steps represents a possible solution to this issue, check if the error continues to appear after completing each step.
  • If Feature not available or Service cannot be accessed at this time appears, It is possible that there is some kind of problem with the Service, itself. Wait a moment and try again.
  • A separate article is available if an error code is displayed on the TVs released in and before 2014 .
  • For Netflix issues, refer to  Netflix errors messages and error codes

  1. Test the Internet connection with a different device, such as a computer, to verify Internet access is available.

    NOTE: If necessary, contact your Internet Service Provider (ISP) for assistance with re-establishing or activating an Internet connection.

  2. Confirm that an active Internet connection has been established using a wired or wireless connection.

    NOTES:
    • Some routers have a WMM setting that can help control the streaming video. If using a wireless connection, contact the router manufacture for assistance changing the WMM setting to help control latency and jitter when transmitting multimedia over a wireless connection.
    • If using a wireless gaming adapter for connection, make sure it is set up properly .

  3. Make sure the device has the latest system software update installed. This can either be done from the Settings menu of the device (recommended) or from this website using a computer.

  4. Test if the error message only appears when accessing one particular online service or content.

    NOTE: If the error only occurs when trying to access one particular online website or service, then that particular site may be temporarily down for maintenance purposes. In these rare cases, re-attempt to access the desired online content at a later time.

  5. Reset the cable modem or router by unplugging the power cord from the electrical outlet for 1 minute.

  6. The issue may be resolved by refreshing the Internet content. Follow the steps below to try the Refresh Internet Content, Update List or Update Services operations.

    IMPORTANT: This step is not necessary on an Android TV.

    NOTE: The list of Internet applications may change after an update to the device. The list may also need to be updated or refreshed if it has been a while since you have used the Internet features on the device.

    • Follow these steps to Refresh Internet Content:

      1. Press the HOME button on the remote.
      2. Select Settings.

        NOTE: The next steps will vary slightly depending on the model being used. Refer to the manual for model specific information.

      3. Select either Setup or Network.
      4. Select Refresh Internet Content.

    • Follow these steps to Update List:

      1. Press the HOME button on the remote.
      2. Select the VIDEO icon.
      3. Press the OPTIONS button.
      4. Select Update List.

    • Follow these step to Update Services (Blu-ray Disc Player):

      1. Select Update Services on the Home screen.

  7. Change the Primary DNS to 8.8.8.8 and Secondary DNS to 8.8.4.4 in the Network Setup menu.

  8. Reset the device to the factory default settings.