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Sudipto, Computer Hardware Engineer
Category: Networking
Satisfied Customers: 7084
Experience:  Diploma in Computer Hardware
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Tv will not connect to wifi home network. Followed the help

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Tv will not connect to wifi home network. Followed the help procedure. Tv told me to contact sony
JA: Is there a particular streaming service you're trying to connect to (e.g. Netflix or YouTube)?
Customer: Yes
JA: How is your Internet connection? Have you tried unplugging your modem and router, then plugging them back in?
Customer: yes. I have reset the modem and other devices in the home are working. Speed test shows good connection
JA: Anything else you want the TV Expert to know before I connect you?
Customer: no. Thank you

Hello. Welcome to JustAnswer! I'm Sudipto and I'm happy to assist you today with your problem. I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can you tell me the make and model of the tv?

Customer: replied 8 days ago.
What is your advice?

Can you tell me the make and model of the tv?

Customer: replied 8 days ago.
Sony Bravia 65X9500G

Thanks, when you try to connect the TV to the wireless network, what error message do you get?

Customer: replied 8 days ago.
The system has encountered an error. Contact Sony

Can you follow the steps below and let me know the software version.

 

  1. Press the [HELP] button on the remote.
  2. The firmware version number is displayed on the screen.


[1] Model
[2] Software version

Customer: replied 8 days ago.
Model KD-65X9500G
Software version PKG6.2540.0327PAA

Open the link below scroll down and follow the steps to do a network diagnosis and let me know the result.

 

https://www.sony-mea.com/en/electronics/support/televisions-projectors-lcd-tvs-android-/kd-65x9500g/articles/00184280

Customer: replied 8 days ago.
Wireless device on tv : off
Local access: failed
Internet access: failed
Tv will not turn on built in wifi when in advanced settings

Follow the steps below on your tv to turn on the wireless device on the tv.

 

  1. Press the Home button on the remote control.
  2. Select Settings.
  3. The next steps will depend on your TV menu options:
    • Select Network & InternetWi-Fi and set to On. (Android™ 9)
    • Select NetworkAdvanced SettingsBuilt-in Wi-Fi and set to On. (Android 8.0 or earlier)
Customer: replied 8 days ago.
I have tried this. The wifi button will not switch on

Thanks, then the problem is either with the wireless device of the TV or the problem is with firmware, unfortunately, in both cases, you have to repair the TV from Sony.

Customer: replied 8 days ago.
Thanks for your attempt to help. The help assist from Sony directed me to this site.
I have spent money with no gain can I get a refund?
Customer: replied 8 days ago.
I have only had the tv for 4 days

Don't worry, I have not accepted the remote support offer. Please follow the steps from the link below to reset the TV.

 

https://www.sony-mea.com/en/electronics/support/televisions-projectors-lcd-tvs-android-/kd-65x9500g/articles/00114591

Sudipto, Computer Hardware Engineer
Category: Networking
Satisfied Customers: 7084
Experience: Diploma in Computer Hardware
Sudipto and 13 other Networking Specialists are ready to help you

Thank you. Please go to; http://www.justanswer.com/remotedesktop/join.aspx?Session=5b0ff355-b9fa-4f7d-a9fc-a1397264a478 please also provide me your cell \ email in the private contact box beneath this chat.

Customer: replied 8 days ago.
I no longer need the remote assistance. Thankyout