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Wireless adapter will not connect to router. PN60E6500EFXZA…

Customer Question
Wireless adapter will not...

Wireless adapter will not connect to 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?

PN60E6500EFXZA - updated wireless router - used to connect, but stopped

Technician's Assistant: Does the TV menu work? Do you have the same problem on all sources/inputs?

Menu, all features work

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

Tough to say - I believe it is related to a Samsung upgrade, but it was intermittent before it just would not connect

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

Go for it

Submitted: 10 months ago.Category: TV
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Answered in 5 minutes by:
9/28/2017
TV Technician: Jason Jones, Customer Service replied 10 months ago
Jason Jones
Jason Jones, Customer Service
Category: TV
Satisfied Customers: 19,476
Experience: Several years of troubleshooting.
Verified

Hello,
I am sorry to hear about your problem. My name is ***** *****, I am a Tech Expert with over 20 years of experience and look forward to helping you today.

What happens when you attempt to connect it to the router?

I will be standing by, looking forward to your response.
Thank you,
Jason

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Customer reply replied 10 months ago
Does not see any networks
TV Technician: Jason Jones, Customer Service replied 10 months ago

Are you using a built in wireless adapter or one that you plug into the TV?

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Customer reply replied 10 months ago
the built in adapter - this worked consistently until a couple of weeks ago
TV Technician: Jason Jones, Customer Service replied 10 months ago

Thank you for the update. Can any other device in your area connect to the wireless network?

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Customer reply replied 10 months ago
Tonight, confirmed no issues with my wireless access / router: NetGear WNDR4500 - all other phones, devices connecting no issues, but I did update my firmware
TV Technician: Jason Jones, Customer Service replied 10 months ago

It may be a faulting system. Unplug the power to the TV, wait 1 minute, plug it back in, turn it on, and test it once more. Are you able to see any wireless signals now?

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Customer reply replied 10 months ago
have done that 10x, but I'll go there again
TV Technician: Jason Jones, Customer Service replied 10 months ago

Thank you. Have you already tried doing a full factory reset on the TV? If not, please do so and report back.

You can access the reset menu in the system menu.

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Customer reply replied 10 months ago
ok, going there, do I need a PIN code?
TV Technician: Jason Jones, Customer Service replied 10 months ago

I don't know if you do or not. Did you set a pin?

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Customer reply replied 10 months ago
I saw that in a different menu, what's the next option after System?
TV Technician: Jason Jones, Customer Service replied 10 months ago

Which options do you see?

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Customer reply replied 10 months ago
Got the pin off, but I can't figure out how to initiate the reset?
TV Technician: Jason Jones, Customer Service replied 10 months ago

Which options do you have?

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Customer reply replied 10 months ago
It was in the support menu, but it did not change anything
Customer reply replied 10 months ago
I've rebooted and reset - no change
Customer reply replied 10 months ago
Nothing?
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