How to troubleshoot internet connectivity for Samsung TV
Samsung Smart TVs come with numerous features and services such as online streaming, weather information and search capabilities. However, if you have problems with your TV connection, meaning that you lose access to these features, this can become very frustrating. Read on to find out how to check your network and troubleshoot these issues.
For playing games and streaming high-quality content like 4K and 8K from online platforms and apps, via gaming platforms or PC, it is important to have a sufficiently fast and stable internet connection. The recommended speeds are:
- 4K Content: For streaming 4K video, it's generally recommended to have an internet speed of at least 25 Mbps. This ensures that the content can be streamed without buffering and good video quality would be maintained.
- 8K Content: 8K video streaming requires significantly higher bandwidth compared to 4K. While there's no universal consensus, a safe estimate would be at least 50 Mbps, or ideally higher. The higher bandwidth is necessary due to the immense amount of data that needs to be transferred for 8K video.
Please note: These are minimum recommendations and actual needs may vary based on several factors, including the number of devices connected to your network, other simultaneous internet usage, and the specific requirements of the streaming platform. For the best experience, especially for 8K content, having a faster internet connection than the minimum recommendation is often beneficial. Additionally, a wired connection (Ethernet) can provide more stable speeds compared to Wi-Fi, especially for high-quality video streaming.
- Combined usage: If you combine these activities - high-resolution gaming and 4K streaming on the TV — your network speed requirements increase.
- Network capability: The capability of your Wi-Fi network to handle high-speed data transmission is crucial. Modern Wi-Fi standards like Wi-Fi 5 (802.11ac) and Wi-Fi 6 (802.11ax) are better equipped for high-bandwidth activities like gaming and streaming in 4K.
Please note: This article refers to Samsung smart TVs (i.e. internet-connected). Images may differ slightly depending on the model and firmware on your TV.
If you are having trouble connecting your Smart TV to the internet, take a look at the Network Status. You can check your internet connection settings and see where the connection is failing.
To the check the network status:
Identify the issue
There are two potential points of failure that can cause network issues. These are the connections between your TV and the router and the connection between the router and the internet.
Connection failure between the TV and router:
Connection failure between the router and internet:
To identify if the issue is between the TV and the router, try connecting a different device to your router. If this device connects and works correctly, then the issue is with your TV.
To identify if the issue is between the router and the internet provider, check your internet box. If the box is connected, then you will need to contact your internet provider to solve the issue.
Device Care works by running scans on your TV so that it can diagnose and optimise your TV, attempting to fix issues such as a blurry screen or insufficient storage space. If an issue is found this will be shown to you on a list of diagnostics.
Follow the steps below to find out how to run Device Care on your TV.
Read our FAQ on How to use Device Care on your Samsung Smart TV for more information on how to troubleshoot and care for your TV.
There are two different methods to update your TV. The method outlined below takes you through how to update from the TV menu. Read our FAQ on how to upate your TV software to find out how to update via a USB.
Please note: The following steps may look different depending on your TV model and the version of the smart menu it uses. If you're not sure of the exact steps, follow your printed user manual or download the e-manual from Samsung Support.
Please note:
- If you have a USB stick connected for video/photo/music playback or recording, the TV will ask if it should look on the USB stick for an update file. Select No to continue updating using Wi-Fi.
- If there is no update available then your TV is already updated to the latest version.
Cold boot the TV (press and hold the power button on the remote while the TV is ON, until it switches off and back on) – this may resolve any temporary glitches.
Incorrect date and time on your Samsung TV can lead to Wi-Fi issues. Make sure the date and time are correct or the Clock Mode is set to Auto.
(2.4GHz and 5GHz) The 5GHz normally offers a faster speed but not as much distance as the 2.4GHz. Test with both connections.
Try moving them closer together or use a Wi-Fi repeater to strengthen the signal. Ensure there are no physical obstacles between your TV and router that might interfere with the signal.
Sometimes, resetting the network and reconnecting can resolve connectivity issues. Select Reset when asked if you want to reset your network settings. Once the network is restored, go to Network Settings to establish the connection again.
Disconnect other devices from your network to avoid overloading the router. Limit other heavy internet usage on your network while streaming high-quality content.
You can use an online speed test or a third party app to confirm your upload speed, download speed and signal strength.
Please note: Remember, the actual speed can be influenced by factors such as the distance between your TV and router, the number of devices connected to your network, and potential interference from other electronic devices
Manually set your IP address
Manually setting your IP address can be used to try and troubleshoot your TV. To manually set your IP address follow the same steps to check your IP address and then continue with the following steps:
If you are experiencing the same issues when using a LAN cable connection, it is possible that your network doesn’t meet the basic requirements for a stable connection.
Please note: Consider using a wired Ethernet connection if possible, as it usually offers more stable and faster speeds than Wi-Fi.
Check your network settings with your network provider, ensure your router is correctly positioned and the speed and signal meet the minimum requirements.
A factory reset should only be performed if no other attempted fixes are successful. A factory reset will remove all downloaded apps and reset all user settings so that the TV is returned to same state as when it was first bought.
To factory reset your TV:
After a factory reset, you will need to reconnect to the internet. There are two ways to connect your Smart TV to the internet, which are via wireless and wired connections. The connection method is as follows.
Please note: Make sure that the network cable is well connected to the back of your TV when trying to connect through a wired connection.
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