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Claws224
Claws224, IEEE Network Engineer
Category: Networking
Satisfied Customers: 1256
Experience:  IEEE, Microsoft
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I have the Sony XBR 75X850D. I cannot seem to connect it to

Customer Question

I have the Sony XBR 75X850D. I cannot seem to connect it to my wireless router.
JA: What's the exact make and model of your television? And what have you tried as far as getting this connected goes?
Customer: Sony XBR75x850D
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I tried Network Settings/Internet Settings/IP Address Auto Acquisition
JA: Anything else you want the electronics expert to know before I connect you?
Customer: Do I need to have a USB drive attached to make any of this work?
Submitted: 2 months ago.
Category: Networking
Expert:  Sean_A_M replied 2 months ago.

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

Customer: replied 2 months ago.
I have never tried to connect to the internet from my TV before.
Expert:  Sean_A_M replied 2 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 ?

Customer: replied 2 months ago.
WiFi
Customer: replied 2 months ago.
The TV does not seem to sense any local networks
Expert:  Sean_A_M replied 2 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 ?

Customer: replied 2 months ago.
16-20 feet
Customer: replied 2 months ago.
We don't have any problem with other devices sensing the WiFI (Android Phones, Laptops)
Expert:  Sean_A_M replied 2 months ago.

ok one moment, looking something up now

Expert:  Sean_A_M replied 2 months ago.

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

Customer: replied 2 months ago.
I have no idea.
Customer: replied 2 months ago.
It is a brand new Smart TV (got it Dec 2016)
Customer: replied 2 months ago.
4K
Customer: replied 2 months ago.
75"
Expert:  Sean_A_M replied 2 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).

Customer: replied 2 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
Expert:  Sean_A_M replied 2 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 ?

Customer: replied 2 months ago.
I would have to find a long enough Ethernet cable
Expert:  Sean_A_M replied 2 months ago.

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

Customer: replied 2 months ago.
Sony TV - MODEL XBR-75X850D SERIAL(###) ###-####
Customer: replied 2 months ago.
I don't have an Ethernet cable that long.
Expert:  Sean_A_M replied 2 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) ?

Customer: replied 2 months ago.
I can try that now.
Expert:  Sean_A_M replied 2 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

Customer: replied 2 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: replied 2 months ago.
also Google apps, tec. But the Remote could not scroll to these.
Customer: replied 2 months ago.
tec=etc.
Expert:  Sean_A_M replied 2 months ago.

one moment please

Expert:  Sean_A_M replied 2 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)

Customer: replied 2 months ago.
k, trying again.
Expert:  Sean_A_M replied 2 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.)

Customer: replied 2 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.
Expert:  Sean_A_M replied 2 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)

Customer: replied 2 months ago.
Directv works just fine. However, even though it says it is 'connected;, it does not pull up Directv specific Internet content.
Customer: replied 2 months ago.
Have already done that.
Expert:  Sean_A_M replied 2 months ago.

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

Customer: replied 2 months ago.
Expert:  Sean_A_M replied 2 months ago.

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

Customer: replied 2 months ago.
Lost my Just Answer session on my computer, cannot re-open session. Signing off, thank you.
Customer: replied 2 months ago.
Lets just close out this case. I don't want to run up a further bill.
Customer: replied 2 months ago.
Please cancel this case. I do not want to run up any additional bill.
Expert:  Sean_A_M replied 2 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-***-***-****