Various network errors on TV QE65QN85C

[sedlino]

Hello,

We’re an internet service provider, and few of our customers is experiencing persistent network issues with their Samsung TV. One of them uses model QE65QN85C. The TV frequently shows network errors and has trouble connecting to Smart Hub.

Here’s what we’ve tried so far:

• Changing the IP addresses and DNS servers
• Connecting via Ethernet and Wi-Fi
• Testing with and without a router
• Setting a static public IP address
• Bypassing PPPoE

Interestingly, when we connect the TV to a mobile hotspot, everything works perfectly. If we load Smart Hub using the mobile hotspot and then switch back to our network, it continues to work fine until the next disconnection.

We’ve ensured the TV has the latest firmware installed. Despite our efforts, the issue persists, and Samsung phone support refuses to assist, claiming the problem lies on our (ISP) side.

We’re out of ideas and would appreciate any guidance on resolving this. Has anyone faced a similar issue?

Thank you in advance for your help!

[sedlino]

The errors displayed are 202 and 888-1.

[RyanD2]

Hi there, @sedlino. Welcome to the Samsung Community! 

Are your customers experiencing issues with any other devices on their Wi-Fi Network? As it seems to be working fine when connecting to a hot-spot. This would indicate that the issue could be with the Wi-Fi Network, rather than the TV. 

[JAMES4578]

@sedlino  Customer could try:

A soft Reset of the Tv, hold power button in on remote for around 5 seconds until the Tv Reboots,afterwards reset the Smart Hub.

unplugging router/tv  and wait at least 30 seconds before connecting them again,  this is the time needed for a reset.

Sometimes need to  change the DNS Settings from Automatic to Manual.need to change the DNS settings from Automatic to Manual.  Go to  Network-Network Settings-IP Settings-DNS Settings-change from Automatic to Enter Manually. Enter 8.8.8.8   or 8.8.4.4   (google servers)  An alternative one is  Open DNS which is  208.67.20.20 or 208.67.22.22     some information here https://www.techradar.com/news/best-dns-server

There is also some information on this thread https://eu.community.samsung.com/t5/tv/error-code-202-samsung-tv-isp-blocking-service-help/m-p/44698... 

[sedlino]

@JAMES4578 @RyanD2 Guys, thanks for your response. 

We are addressing this issue at a very advanced technical level. We need Samsung's assistance to verify whether our IP prefixes might be on their blacklist, as this is the only plausible explanation we can think of at this point. Please do not suggest that the issue lies with the Wi-Fi router — we are primarily troubleshooting without a router, using a static public IP address set directly on the Samsung TV.

Thank you for your understanding and potential cooperation.