topic Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet) in TV

Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Bobik — Mon, 16 Jul 2018 23:09:00 GMT

Hello,

I am trying to fix my parents Samsung TV F6500 which has stopped connecting to Internet since a few weeks. Here is my diagnosis: The TV won't connect to Internet using wifi or Ethernet throught their usual provider. When I use my 4G phone as an access point, the TV connects normally.

These are the solutions I have already tried and that didn't work:

- Reseting the ISP's router + changing it's IP adress

- Factory reset of the Samsung TV (using the Auto-diag menu and the secret menu that you access pressing different buttons on the remote)

- Changing DNS to 8.8.8.8 or 8.8.4.4.

- Updating the firmware

- Calling the ISP's hotline

My questions are :

- Is it possible to do a factory reset that includes the Network connections?

- Has anybody had the exact same issue as my parents?

- Even after the factory reset, the TV continues to say that the firmware is up to date, is it possible to remove the updated firmware?

I am out of options and the Smart Hub is now useless. Any help would be greatly appreciated!

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

7alhoul — Tue, 17 Jul 2018 14:04:53 GMT

Hi,

you can test to electrically disconnect your TV for 2 min but if it does not work you can reset the internet box.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

JAMES4578 — Tue, 17 Jul 2018 20:09:25 GMT

HI @Bobik the latest firmware for this model is 2126 https://www.samsung.com/uk/support/model/UE50F6500SBXXU/ same for all sizes. If not the version you have should download to USB and update that way. Know you have tried quite a few things, have you also done a smart Hub Reset in addition to factory reset?

Obviously an idea to disconnect and reset Internet Box as @7alhoul suggests. If all else fails think you would need to get in touch with Samsung.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Mazaz — Wed, 18 Jul 2018 03:53:32 GMT

Hi there,

I have the same problem (I have to do a network reset ... and re-enter password) every time). It's less annoying that way than resetting the whole TV.

I'm currently in discussion with Samsung because its insanely annoying and the TV is not old at all. I'll let you know how I get on.

This is really unacceptable, isn't it?

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Bobik — Wed, 18 Jul 2018 08:18:33 GMT

HI 7alhoul and James,

Thank you for your replies. I will try disconnecting the tv for a few minutes and see if that works and also check the firmware version. I have already tried reseting the Internet box and Wi-Fi, but it didn't work :(. I have already tried the smart hub reset also.

I think that the solution might be to completely erase all previous information about Network connections on the TV. Is there a way to do this? (Even the factory reset specifies it doesn't remove Network connections...).

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

JAMES4578 — Wed, 18 Jul 2018 09:36:32 GMT

You can reset Network Settings alone via Tv settings (takes them to factory reset)

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Mazaz — Thu, 19 Jul 2018 12:46:17 GMT

@Bobik wrote:
HI 7alhoul and James,

Thank you for your replies. I will try disconnecting the tv for a few minutes and see if that works and also check the firmware version. I have already tried reseting the Internet box and Wi-Fi, but it didn't work :(. I have already tried the smart hub reset also.

I think that the solution might be to completely erase all previous information about Network connections on the TV. Is there a way to do this? (Even the factory reset specifies it doesn't remove Network connections...).

I have got around this issue by turning off the TV at the wall switch and then back on again before turning it on with the remote. If I do that, it has no problems connecting to wifi, ethernet or hotspot (yes I even did my experiment with phone data).

After around 7 to 10 minutes of being off (via the remote) the TV is unable to find the saved network. If the TV is off for less time than this, no probs, network found.

I'd much rather turn off the power switch for second before turning the TV on. Doing a TV reset every time is insane and doing a network reset every time is also crazy (well for me!).

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Bobik — Sat, 25 Aug 2018 09:27:46 GMT

Hi all,

Thank you for your help, however, the problem is not solved. I have tried all suggestions above. Unplugging the TV from the wall, factory resetting everything on the TV and the router. The issue is always the same : cannot connect to network (via wifi and Ethernet).

As the tv connects fine through my 4G connection (wifi), I highly suspect the problem comes either from the fact that somehow, the Mac adress of my TV is blocked by the ISP, or the router is directly blocking the connection. However, I've dissabled all firewalls, tried connecting to the wifi without any security but the TV still won't connect to that router!

All other phones and computers work fine on the same router...

Any ideas would be greatly appreciated!

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

narutobong — Sun, 26 Aug 2018 15:23:13 GMT

Hi bobik & all,

i'm following bobik's case as it seems i have the same case with my 2-smart TVs. my son experience it yesterday on his 40" model and when i checked with my 50" model today, it does have the same issue. I thought it was a Netflix issue or my internet provider issue but my pcs and mobilephones works fine with netflix by wifi connection. Even youtube is not working as well on the TV. So it brings me back to my TVs internet connection. Please help us

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

paul1277 — Mon, 27 Aug 2018 13:47:55 GMT

@Bobik wrote:
Hello,

I am trying to fix my parents Samsung TV F6500 which has stopped connecting to Internet since a few weeks. Here is my diagnosis: The TV won't connect to Internet using wifi or Ethernet throught their usual provider. When I use my 4G phone as an access point, the TV connects normally.

These are the solutions I have already tried and that didn't work:
- Reseting the ISP's router + changing it's IP adress
- Factory reset of the Samsung TV (using the Auto-diag menu and the secret menu that you access pressing different buttons on the remote)
- Changing DNS to 8.8.8.8 or 8.8.4.4.
- Updating the firmware
- Calling the ISP's hotline
'
My questions are :
- Is it possible to do a factory reset that includes the Network connections?
- Has anybody had the exact same issue as my parents?
- Even after the factory reset, the TV continues to say that the firmware is up to date, is it possible to remove the updated firmware?

I am out of options and the Smart Hub is now useless. Any help would be greatly appreciated!

Have you reported it to your retailers , if not do it straight away. If your Internet works ok on another device then its a problem with the TV. If it worked ok one day and then stops, that says to me it is a fault with the TV. If it is less than 4 weeks I would suggest asking for a replacement as it should work perfectly without having to jump through hoops. If over 4 weeks ask for an engineer to fix it so it works as advertised.

Paul.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

narutobong — Sun, 02 Sep 2018 02:56:55 GMT

hi to all,

my 2tvs ate finally back after a week of “internet outage”. it was resolved saturday morning by resetting the smart hub feature again. last week, i feedback my case details to the call center agent which was then escalated to the head office. They said/observed that all recent claims are coming from same ISP provider, this seems to tally as i reported that my units can connect using my mobile phone/different ISP as an access point/hotspot which is a different wifi network. i guess they did something at samsung side as the latest resetting works which it was not able to do last week with the same smart hub resetting procedure.

i hope this might resolve your cases as well.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

SamiReino — Sat, 22 Sep 2018 18:24:23 GMT

Hello,

We just faced the exact same issue, our TV was connecting fine and suddenly any type of connection stopped working. WiFi or wired connection didn't work, even though other devices could connect, and it was possible to connect the TV to our cellphones.

We tried the DNS trick, updating the software and nothing worked.

After a lot of tests, we concluded that our router blocking the TV, so we connected to the router, added the TV's MAC address and assigned an IP address. Then when connecting from the TV we manually set the IP address, the subnet mask and the default gateway and it worked.

Hope this can help!

Cheers

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

AidaE — Sun, 23 Sep 2018 04:39:36 GMT

Facing the same problem. Could you please breakdown the steps to do this? Do you mean you connected a wire from the tv to the router?

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

narutobong — Sun, 23 Sep 2018 05:59:24 GMT

hi @aidaE...pls try switching ISP

1. wifi network change from your ISP router to your mobilephone wifi by hotspot

2. confirm network connection and try youtube or netflix

3. after several minutes return to your original wifi router network

4. confirm network connection and try again to reset smarthub

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Internetwifi — Tue, 02 Oct 2018 00:09:13 GMT

Well I tell u something is only a bandaid since first week I've been thru this problem, it can find my own network sometimes I have to buy alternative option ps4, roku, fire tv if I want to see one movie or show without interruption, I've been calling Samsung but I give up to reset smart hub, changing 8.8.8.8 ip 8844 turn off the tv for two minutes I've trying everything I called comcast, but they explained so clearly if another product works fine with the same internet why Samsung not, at the end I think the mini conecter is defective and they should exchange period, the last joke was I have to pay 90 Dollars to they come to my home to take a look...

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

internet63 — Thu, 18 Oct 2018 01:11:39 GMT

This should work. Plug your tv into a wired internet connection, (i had to unplug my tv and move it over near my computer to do this). Turn your tv on, press the menu button (bottom right hand button on my remote) and go down to network and scroll accross to network settings. Naviate until you can choose wired (instead of wireless). if your tv accepts that go on to netflix or similiar and watch a program for 5 or 10 minutes. Then turn your tv off and move back to where it was (in my case back into my tv cabinet), turn tv back on. follow these instructions again this time select wireless (instead of wired) and you should be able to select your wireless network and your back in business.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Carlloyd — Thu, 18 Oct 2018 20:49:02 GMT

Hi all

I've been experiencing the same lack of internet issue since July 2018.

After reading the various responses I contacted Samsung support who advised I upgrade my Tv's firmware. This didn't resolve the problem.

I then tried using mobile phone as a hot spot and the internet connection started working again. I reverted to my home network and the internet connection failed with a DNS error.

I manually entered a public DNS address of 208.67.222.222 and this has fixed the issue.

My TV is now working properly again with full internet access.

Carl.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

Mst197 — Fri, 19 Oct 2018 11:50:04 GMT

Carl,
That worked a charm. My virgin media guy didn't have a clue.
What you have to do is
Network settings
Change get IP settings automatically to get manually
Make a note of the existing IP,DNS Subnet settings and enter manually then enter the digits Carl added.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

notsosmarttv — Fri, 19 Oct 2018 23:21:32 GMT

I have the same issue but will work with ethernet. There is all kids of complaints over the internet abut the update that caused wifi to stop finding signals. I have rest, changed DNS settings, even changed the wifi card with a new one since Samdung will not admit their mistake. The update did something that they will not admit to nor will warranty. My TV is 13 months old and "needs to be taken to repair center" without warranty of course. Good luck!! Remember this when you buy the next tv.

Re: Samsung Smart TV stopped connecting to internet (wifi and Ethernet)

pawela77 — Sat, 20 Oct 2018 18:10:02 GMT

Hi... I have the same problem with my 2 the same TVs. Yesterday everything was ok... but today there is no internet connection to both of them (wi-fi and wire). I was working all morning to try fix the problem following clues from previous posts... but without results. Have anyone idea what is happened. Did Samsung give us an extra free ban to internet connection with last smarthub upgrade?