The Android TV™/Google TV™ cannot be connected to the Internet: how to perform a network diagnosis

IMPORTANT: This Answer is for Android TV/Google TV. For TVs other than Android TV/Google TV, refer to the The TV (other than Android TV/Google TV) cannot be connected to the Internet: how to perform a network diagnosis article.

Contents

1. Keep in mind
2. Performing a Network Diagnosis
3. Solutions depending on Network diagnosis result

1. Keep in mind

• Internet circuit by dial-up connection is not supported.
• Connection by proxy is not supported.
• Network that requires login for authentication such as virtual private network (VPN) or PPPoE connection is not supported.
• If it is necessary to disable the firewall of the router, please contact the actual producer of the router.
• If an exclamation mark (!) appears on the Network icon of the Android TV's Home screen, refer to the The Android TV/Google TV Wi-Fi signal drops or intermittently disconnects article.
• Make sure that the Date & time settings are correct. For details, refer to the How to adjust the date and time on Android TV/Google TV article.

2. Performing a Network Diagnosis

NOTE: If the TV is connected via Wi-Fi, confirm that Wi-Fi or Built-in Wi-Fi is set to On.

1. Open the  Settings screen. How to access Settings
   • Using the  Quick Settings button (For models released in 2019 or later)
     1. Press the  (Quick Settings) button on the remote control.
     2. Select  Settings.
   • Using the HOME button
     1. Press the HOME button on the remote control.
     2. Select  Settings.
2. The next steps will depend on your TV menu options:
   • Select Network & Internet — Wi-Fi and set to On.
   • Select Network — Advanced Settings — Built-in Wi-Fi and set to On.

Follow the procedure below to perform a network diagnosis.

NOTE: The menu screen varies depending on your model. The example image below uses 2017 Android TV models.

1. Open the  Settings screen. How to access Settings
   • Using the  Quick Settings button (For models released in 2019 or later)
     1. Press the  (Quick Settings) button on the remote control.
     2. Select  Settings.
   • Using the HOME button
     1. Press the HOME button on the remote control.
     2. Select  Settings.
2. Select Network & Internet or Network.

   

3. Select Advanced settings.

   NOTE: If Advanced settings is not shown, skip this step.

   

4. Select Network status.

   

5. Select Check Connection.

   

6. Select YES on the Do you want to check the connection? screen.

   

7. Connection diagnosis will start.

   The connection results will be displayed after a while. The three items displayed in the connection results provide information about the network connection status. Select the corresponding solution from the table in the 3. Solutions depending on Network diagnosis result.

   The following screen is an example of displayed connection results.

   
   • A: Wireless device on TV
   • B: Local access
   • C: Internet access

   NOTE: If [IPv4: xxxxx][IPv6: xxxxx] is displayed in the Connection results, check the following.

   

   Connection results when [IPv4: xxxxx][IPv6: xxxxx] is displayed

   Example 1: The TV is automatically connected via [IPv4] as long as you do not perform the settings to select [IPv6]. In that case, check the results for [IPv4: xxxxx].

   

   • Wireless device on TV: found
   • Local access: OK
   • Internet access: OK

   Example 2: If you performed the settings to select [IPv6], check the results for [IPv6: xxxxx].

   

   • Wireless device on TV: found
   • Local access: OK
   • Internet access: OK

   Example 3: If [IPv6] is set and [Failed] is displayed for [IPv6], change the settings to [IPv4] to see if the TV can connect. For the settings, refer to the Unable to connect to the Internet when IPv6 is enabled. article.

3. Solutions depending on Network diagnosis result

Please select solutions depending on Network Diagnosis result.

NOTE: If you are using a wireless LAN converter (a type of device connected to the TV with a LAN cable), refer to the Cable connection results in the table below.

Wireless connection

Cable connection