My TV Can't Access Internet Audio and Video Apps

After May 22, 2018, your TV may not be able to access previously working internet audio and video apps due to the changes on the content hosting infrastructure. Check the following to resolve the issue:

• Install the latest software update for your TV. Downloads are posted on your model support page.

• Power reset the router and your TV

  1. Turn off the router and TV.
  2. Unplug them from the wall outlet and wait for one minute.
  3. Plug them back in.
  4. Turn them back on.

• Manually set the Primary and Secondary DNS of your TV.

  Note:

  • Your ISP automatically assigns the primary and secondary DNS servers. You may choose a Public DNS server if the one assigned doesn't work properly.
  • Using a Public DNS may improve internet routing speeds and help resolve the issue.

  Android TV™ models

  1. Check and record the current network and IP information:

     1. On the supplied remote control, press the HOME button.
     2. Select Help.
     3. Select View network status.
     4. On Network status screen, note down the following network and IP information:
        • Connection method (Wired or Wi-Fi)
        • Network name (SSID)
        • Network security method (in most cases WPA2-PSK)
        • IP address (in most cases 192.168.1.xxx)
        • Subnet mask (in most cases 255.255.255.0)
        • Default gateway (in most cases 192.168.1.1)
        • Primary DNS
        • Secondary DNS
          Note: If the Primary DNS is 8.8.8.8 and the Secondary DNS is 8.8.4.4, proceed to Step 3.

  2. Set the Primary DNS to 8.8.8.8 and the Secondary DNS to 8.8.4.4

     1. On the remote control, press the HOME button.
     2. Under Settings, select Network.
     3. Follow these steps for a Wireless or Wired LAN connection.
        • Wireless
          1. From the list of available networks, select your Wi-Fi® router.
          2. Select IP settings.
          3. Select Static.
        • Wired LAN
          1. Select IP settings.
          2. Select Static.
     4. Enter the IP address and Gateway information recorded earlier.
        1. IP address
        2. Gateway
        3. Network prefix length: 24
        4. DNS1 (Primary DNS): 8.8.8.8
        5. DNS2 (Secondary DNS): 8.8.4.4
     5. If prompted for a Proxy Server, select No.

  3. Check your network information.

     1. On the remote, press the HOME button.
     2. Select Help.
     3. Select View network status.

  4. Check if you can access the internet audio and video apps.

  Non-Android TV models 

  1. Check and record the current network and IP information:

     1. On the supplied remote control, press the HOME button.
     2. Select Settings.
     3. Select Preferences.
     4. Select Setup.
     5. Select Network.
     6. Select Network Setup.
     7. Select View network settings and status.
     8. On Network status screen, note down the following network and IP information:
        • Connection method (Wired or Wi-Fi)
        • Network name (SSID)
        • Network security method (in most cases WPA2-PSK)
        • IP address (in most cases 192.168.1.xxx)
        • Subnet mask (in most cases 255.255.255.0)
        • Default gateway (in most cases 192.168.1.1)
        • Primary DNS
        • Secondary DNS
          Note: If the Primary DNS is 8.8.8.8 and the Secondary DNS is 8.8.4.4, proceed to Step 3.

  2. Set the Primary DNS to 8.8.8.8 and the Secondary DNS to 8.8.4.4.

     1. On the remote, press the left button and select Set up network connection.
     2. On the Terms and Conditions screen, select Agree.
     3. Select Expert.
     4. Follow these steps for a Wireless or Wired LAN connection
        • Wireless
          1. Select Scan.
          2. Select your wireless network from the list.
          3. Enter your Wi-Fi password.
          4. On the remote, press the right arrow button.
          5. On the Network Setup - IP Address screen, select Manual.
        • Wired LAN
          • Follow the next steps.
     5. Enter the IP address and Gateway information recorded earlier.
        1. IP address
        2. Gateway
        3. DNS1 (Primary DNS): 8.8.8.8
        4. DNS2 (Secondary DNS): 8.8.4.4
     6. If prompted for a Proxy Server, select No.
        • The network settings are saved and the TV runs a connection test.

  3. Check your network information.

     1. On the supplied remote control, press the HOME button.
     2. Select Settings.
     3. Select Preferences.
     4. Select Setup.
     5. Select Network.
     6. Select Network Setup.
     7. Select View network settings and status.
     8. Select Check Connection.

  4. Check if you can access the internet audio and video apps.