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I have the Sony XBR 75X850D. I cannot seem to connect it to…

Customer Question
I have the Sony...

I have the Sony XBR 75X850D. I cannot seem to connect it to my wireless router.

Technician's Assistant: What's the exact make and model of your television? And what have you tried as far as getting this connected goes?

Sony XBR75x850D

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

I tried Network Settings/Internet Settings/IP Address Auto Acquisition

Technician's Assistant: Anything else you want the electronics expert to know before I connect you?

Do I need to have a USB drive attached to make any of this work?

Submitted: 9 months ago.Category: Networking
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Answered in 1 minute by:
7/30/2017
Network Technician: Sean_A_M, Network Administrator replied 9 months ago
Sean_A_M
Sean_A_M, Network Administrator
Category: Networking
Satisfied Customers: 44
Experience: Experienced in routers,modems,network cables, wifi
Verified

Hello, my name is ***** ***** I would like to try and help with this issue

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Customer reply replied 9 months ago
I have never tried to connect to the internet from my TV before.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

OK I can try to do my best with this. First question: Are you connecting the TV to the internet through Wi-Fi or through a network cable ?

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Customer reply replied 9 months ago
WiFi
Customer reply replied 9 months ago
The TV does not seem to sense any local networks
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

OK so the TV cannot find ANY wifi at all ? Is the TV near any source of interference (portable phone, wifi cameras, etc) ? How far is the wifi from where the TV is ?

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Customer reply replied 9 months ago
16-20 feet
Customer reply replied 9 months ago
We don't have any problem with other devices sensing the WiFI (Android Phones, Laptops)
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

ok one moment, looking something up now

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Network Technician: Sean_A_M, Network Administrator replied 9 months ago

OK so the model you have, is it listed as "wireless ready" or "wireless capable" ?

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Customer reply replied 9 months ago
I have no idea.
Customer reply replied 9 months ago
It is a brand new Smart TV (got it Dec 2016)
Customer reply replied 9 months ago
4K
Customer reply replied 9 months ago
75"
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

ok, is it correct to believe that you tried the following:

Press the HOME button on the remote.
Select Settings.
Select Network.
Select Network setup.
Select Set up network connection or Wireless Setup.
Select the connection method.

When connecting automatically with the WPS button on your wireless router (or access point)
Select Easy, Auto or WPS (Push Button).

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Customer reply replied 9 months ago
I don't see this - Select Set up network connection or Wireless Setup.
I tried Network Settings/Internet Settings/IP Address Auto Acquisition
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

is it possible to connect the TV to the internet with a network cable ? is it close enough ?

and may I have the serial number of the TV to look up the exact specifications of your television ?

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Customer reply replied 9 months ago
I would have to find a long enough Ethernet cable
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

it is possible that the TV needs a "firmware update" to the programs that run on the television to control the internet.

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Customer reply replied 9 months ago
Sony TV - MODEL XBR-75X850D SERIAL(###) ###-####
Customer reply replied 9 months ago
I don't have an Ethernet cable that long.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

OK the exact model you have should have built in wifi so that is not the issue.

Have you powered the tv off (by pulling the power cord out of the wall for 2 minutes) ?

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Customer reply replied 9 months ago
I can try that now.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

ok. I suspect the wifi might have locked up at some point. many times powering off the device (TV in this case) and allowing the capacitors to discharge before powering on can help

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Customer reply replied 9 months ago
the TV did a cold boot. Said it was an Android device. Had boxes to set up remote, internet, etc. but the Remote would not scroll through them so I could not select connect to the internet.
Customer reply replied 9 months ago
also Google apps, tec. But the Remote could not scroll to these.
Customer reply replied 9 months ago
tec=etc.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

one moment please

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Network Technician: Sean_A_M, Network Administrator replied 9 months ago

OK lets have you wait 1 minute and try again. That model TV is known to do that (remote not responding after a cold boot until a delay)

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Customer reply replied 9 months ago
k, trying again.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

By the way, is the TV free standing or mounted to something ? I was thinking that IF a firmware update fixes the issues on this TV then it might be worth it to move the TV closer to the router for a short time for the TV to update itself.

(Other option would be to buy a longer cable, but I would rather you keep that money in your pocket for something that may only be used 1 time.)

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Customer reply replied 9 months ago
After waiting, the Remote still does not seem to operate the setup screen. We also have Directv. Directv was able to find a list of local networks, and I was able to select our network and enter the Password. However, the Directv Internet content was not accessible either. Directv said only would have establish the network connection separately to Sony Android system itself to get full Internet access (Netflix, Google, etc.). So I don't think this is connectivity issue at the physical network level.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

OK so direct TV is also not working ? that changes things.

I would like you to go to your router, power it off for 3 minutes then back on.

(I will be waiting here, you can get back to my by checking your email and clicking on a link that will lead to this chat)

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Customer reply replied 9 months ago
Directv works just fine. However, even though it says it is 'connected;, it does not pull up Directv specific Internet content.
Customer reply replied 9 months ago
Have already done that.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

ok but the direct TV was able to SEE the Wi-Fi ?and the TV cannot ?

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Network Technician: Sean_A_M, Network Administrator replied 9 months ago

Have you rebooted the direct tv main box since this started ?

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Customer reply replied 9 months ago
Lost my Just Answer session on my computer, cannot re-open session. Signing off, thank you.
Customer reply replied 9 months ago
Lets just close out this case. I don't want to run up a further bill.
Customer reply replied 9 months ago
Please cancel this case. I do not want to run up any additional bill.
Network Technician: Sean_A_M, Network Administrator replied 9 months ago

will do.I will place it for a refund (as I could not resolve it, there should be no charge)

By the way:

The issue with the wifi on the TV is a known issue, you are under warranty until dec 2017.

I would contact Sony and see if they can do anything for you on this:

sony support
1-***-***-****

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