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Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
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All of a sudden, it won't connect to internet router,

Customer Question

All of a sudden, it won't connect to internet router
JA: Is there a particular streaming service you're trying to connect to (e.g. Netflix or YouTube)?
Customer: Netflix
JA: How is your internet connection? Have you tried unplugging your modem and router, then plugging them back in?
Customer: Yes. Fine with iPad. And phone
JA: Anything else you want the TV expert to know before I connect you?
Customer: Won't connect to YouTube or Amazon either
Submitted: 4 months ago.
Category: Networking
Expert:  Josh replied 4 months ago.

Hi,

What is the make/model of the device that is having an issue?

Customer: replied 4 months ago.
Samsung TV UN48JU6400
Customer: replied 4 months ago.
You can't connect remote because it won't access internet
Customer: replied 4 months ago.
Are you there or is this a scam
Customer: replied 4 months ago.
Hello".........."
Expert:  Josh replied 4 months ago.

Yes, I am here.

Please ignore the automated offer from our system for remote assistance -- I do not have control over it.

Did you power off the TV and power it back on?

Customer: replied 4 months ago.
Several times.
Customer: replied 4 months ago.
Hello.........
Expert:  Martin replied 4 months ago.

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don't miss anything, please give me a minute to review your question.

Expert:  Martin replied 4 months ago.

The reason the previous expert did not reply to you is because you must have accidentally opted him out and he can no longer reply to you.

When did the problem start?

Customer: replied 4 months ago.
Just tonight
Expert:  Martin replied 4 months ago.

Aside from restarting the TV, have you tried powering off the router/modem in your home network?

If not, please power the modem/router and TV down for a full 2 minutes, then power them back on to allow the TV to reconnect properly and give it another try.

Let me know what happens.

Thank you

Customer: replied 4 months ago.
I tried this earlier and it did not work. Should I try it again?
Expert:  Martin replied 4 months ago.

Yes please, power on the router/modem first and once it's got all the lights on, power the TV back on and see if you can get it to connect.

Then tell me what the exact error message is.

Thanks

Customer: replied 4 months ago.
The message on Netflix is Code: NW-1-19Other like You Tube or Amazon just say no connection
Expert:  Martin replied 4 months ago.

Thank you.

Does the TV detect your wireless network?

Customer: replied 4 months ago.
No
Customer: replied 4 months ago.
It used to with no problem and no changes it just quit recognizing it
Expert:  Martin replied 4 months ago.

Are you able to set the network settings manually, like the primary and secondary DNS?

Customer: replied 4 months ago.
I think so
Expert:  Martin replied 4 months ago.

Ok, try setting the primary DNS to 8.8.8.8 and the secondary DNS to 8.8.4.4

Customer: replied 4 months ago.
I already had it at 8888 from when I had issues before. I don't know how to get to the secondary.
Expert:  Martin replied 4 months ago.

Try changing it from manual to automatic, then powercycle the router and tv again so it lets the DHCP server on the router give your tv its own TCP/IP settings and test it again. If it doesn't work, go back to manual and enter 8.8.8.8 as you had it

Customer: replied 4 months ago.
It did t work and back to 8888 and failed connection
Customer: replied 4 months ago.
For some reason...it has a MAC address and no UP address.....We have NO MAC devices in our home.
Customer: replied 4 months ago.
No IP address.....
Customer: replied 4 months ago.
You still there....
Customer: replied 4 months ago.
Hello......
Expert:  Martin replied 4 months ago.

The MAC address refers to a physical address all devices have as a way to identify them, it doesn't mean you have a Mac computer.

If it's getting no IP address it won't be able to connect to any network service - it could be a fault with the network card on the TV itself.

Does it let you set a manual IP?

Customer: replied 4 months ago.
My daughter solved the issue. This web site is a scam for money.
Expert:  Martin replied 4 months ago.

The service is guaranteed and can be found on the BBB - it is in no way a scam. I understand your frustration.

You may request a full refund here:

http://ww2.justanswer.com/help/how-can-i-request-refund-0

And here's a link to the BBB website:

https://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403