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networkdoc
networkdoc, Network Administrator
Category: Networking
Satisfied Customers: 448
Experience:  5+ years of Information Technology and Systems Experience
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Cannot connect new Vizio TV to wireless router

Customer Question

Cannot connect new Vizio TV to wireless router
Submitted: 2 years ago.
Category: Networking
Expert:  networkdoc replied 2 years ago.

networkdoc :

Thank you for choosing Just Answer! My name is XXXXX XXXXX I will be assisting you today.

networkdoc :

You state that you can not get the TV to connect to the wireless router.

networkdoc :

Can you tell me what it say or does when you attempt?

networkdoc :

Ignore that download link. I apologize.

networkdoc :

Please let me know when you have information on what happens when you attempt to connect.

Customer:

It says CONNECTION FAILED

networkdoc :

Okay so you can see the router and the wireless signal correct?

networkdoc :

And you attempt to connect using the password XXXXX it says connection failed.

Customer:

yes

networkdoc :

Okay what type of router?

Customer:

netgear

networkdoc :

Okay

networkdoc :

Now to confirm

networkdoc :

On the TV

networkdoc :

Does it give you an option for encryption type?

networkdoc :

Such as WPA, WPA2, WEP?

Customer:

Not visible now

networkdoc :

Okay.

networkdoc :

How far is the router from the TV?

Customer:

maybe 20 feet but a floor away

networkdoc :

Okay so up one floor? Or down?

Customer:

router is up

networkdoc :

Okay that is good.

networkdoc :

Lets get back on the vizio

Customer:

ok

networkdoc :

And try to manually add a connection.

Customer:

ok

networkdoc :

You know the name of the network correct? (SSID)

Customer:

No - where can I find that?

networkdoc :

Okay. The signal is being broadcasted (or should be)

networkdoc :

From the netgear

networkdoc :

So if you named the signal that is your network.

networkdoc :

If not you can log into the netgear from a computer and we can get it from there.

Customer:

yes, other devices (like this computer) work

networkdoc :

Okay what network is this computer connected to?

networkdoc :

It should tell you.

Customer:

You mean Comcast? If not - where do I find that?

networkdoc :

What type of computer do you have?

Customer:

Mac OS X

networkdoc :

Okay

networkdoc :

Do the following:

Customer:

OK

networkdoc :

Go into your Network Preference Pane in System Preferences

Customer:

Nothing exactly called that but I think I found what you mean. AIRPORT is connected it says

networkdoc :

Okay AIRPORT is your wireless card.

networkdoc :

Here is what we can do

networkdoc :

Open up safari.

networkdoc :

Then go to http://192.168.1.1

Customer:

that is my ip address right?

networkdoc :

No that is the router's IP address

networkdoc :

Or it should be.

Customer:

OK I'm there

networkdoc :

Are you logged in?

Customer:

I'm at something called the PC security. Is that right?

networkdoc :

Is it asking for a user name and password?

Customer:

no

networkdoc :

Okay we need to find out what the IP address of the router is then.

networkdoc :

Do you have a windows PC at all?

networkdoc :

Or an iPhone or iPad?

Customer:

iPhone right here

networkdoc :

Great!

networkdoc :

Okay on the iPhone

networkdoc :

I want you to go into Settings.

networkdoc :

In Settings go into WiFi

Customer:

ok

networkdoc :

Is the iPhone connected to the wireless network?

Customer:

yes

networkdoc :

Tell me what it is connected to.

Customer: Customer/p>
networkdoc :

Okay it should also give you some additional information if you click on it.

networkdoc :

Such as the encryption type

networkdoc :

WPA/WPA2

networkdoc :

WEP

networkdoc :

So tap on the network name.

Customer:

IP address 192-168. 1 .9

Customer:

under DCHP

networkdoc :

Okay that is the IP address of the iPhone

networkdoc :

It should give you a subnet mask

networkdoc :

and router address

Customer:

If it helps - I had my encryption level written down: WPA/WPAZ

networkdoc :

Okay that does help

networkdoc :

Okay so lets go back to the visio

networkdoc :

*Vizio

Customer:

phone IP - 192.168.1.9

Customer:

ok

networkdoc :

On the Vizio we are going to manually add a network unless you see theCustomernetwork

networkdoc :

Do you see theCustomernetwork?

Customer:

I'm on a setup screen that is recognizing the 2 MACS that are in the house.

Customer:

yes

networkdoc :

Okay

networkdoc :

Now make sure you choose WPA/WPA2 + AES

networkdoc :

And try your password XXXXX it.

Customer:

not readily visible. Screen says

networkdoc :

Okay lets manually add a network.

networkdoc :

Will it let you do that?

Customer: Customerwith padlock and green bars. Should I go to ADVANCED NETWORK SETTINGS?
networkdoc :

Yes

Customer:

DHCP is ON

networkdoc :

Okay

Customer:

IP address and several other categories - all with 0 0 0 0 nect to them

Customer:

NEXT

networkdoc :

Okay we need to manually set this up

Customer:

ok

networkdoc :

So can you manually add the network?

networkdoc :

Does it allow you to manually add the network?

Customer:

says - Please enter your Access point name. This is useful for locating and Access Point with a hidden SSID

networkdoc :

Your SSID isCustomer/p>

Customer:

what about Access Point name? same?

networkdoc :

That is the same

Customer:

inputting

Customer:

selected CONNECT

Customer:

spinning...

networkdoc :

Okay it should prompt you for a password.

Customer:

asking for WPA passphrase - inputting...

networkdoc :

Remember it is case sensitive.

Customer:

yes - spinning...

networkdoc :

Any luck?

Customer:

UNABLE TO CONNECT

networkdoc :

Okay then there is 1 of 3 possible issues.

Customer:

ok

networkdoc :

1. It doesn't like the encryption or password.

networkdoc :

2. There is problem where the TV is losing its signal connection to the router.

networkdoc :

3. The TV is bad.

networkdoc :

Its not the router.

networkdoc :

I am thinking the 1st or 2nd and more likely both.

networkdoc :

That it doesn't like the encryption type.

networkdoc :

And that it is having a signal issue because of the distance.

networkdoc :

Here is what you can do.

Customer:

could the router be too far away?

networkdoc :

You can open the wireless wide open with no encryption.

networkdoc :

And then try to connect.

networkdoc :

If you can connect then, you know its the encryption type.

networkdoc :

If you still cant then you know its either too far, or the TV is bad.

networkdoc :

That is the only way you can determine this.

Customer:

how do I open the wireless?

networkdoc :

Some TV's do not like WPA2

networkdoc :

You would need to log into the router.

networkdoc :

The routers IP address should be listed in your iPhone.

networkdoc :

You would then have to connect to the router using a cable (wired connection)

networkdoc :

Open Safari

networkdoc :

Then go to the IP of the router (probably 192.168.1.1)

networkdoc :

Log into the router there.

networkdoc :

Go into Wireless Settings.

networkdoc :

And turn off the wireless security.

Customer:

I have WPA/WPAZ

networkdoc :

Once you do that you should no longer have a pad lock on theCustomernetwork.

Customer:

ok

networkdoc :

That will be wide open.

networkdoc :

Then try to connect the TV and see what happens.

networkdoc :

If it fails you can move the router closer (as in the same room)

networkdoc :

And try

networkdoc :

If it still fails

networkdoc :

Then its a TV problem.

networkdoc :

If you get it to connect you can choose WEP and see if that works.

networkdoc :

If that fails then you know its a problem with the TV accepting encryption of any type.

networkdoc :

That is the only true way to test this unfortunately.

Customer:

OK - I'll try that. Thanks very much for your help and patience.

networkdoc :

My pleasure!

networkdoc :

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networkdoc :

Also if you do have any additional questions

networkdoc :

Please feel free to come back and ask

networkdoc, Network Administrator
Category: Networking
Satisfied Customers: 448
Experience: 5+ years of Information Technology and Systems Experience
networkdoc and 8 other Networking Specialists are ready to help you

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