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Samsung Smart TV can't reach the internet

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Jeramie
Visitor

Samsung Smart TV can't reach the internet

Hi we have comcast business internet the 150mbps package.

A cisco DPC3941B HW Rev 1.0 (that i haven't been able to see connected devices on for months! uhg! pain in the rear)

Samsung MU6290 Smart TV (with the latest firmware and manually defined 8.8.8.8 or 75.75.76.76 or 8.8.4.4 dns)

 

The smart tv worked fine for 6 or 7 months, then started disconnected frequently, then stopped being able to connect at all to the internet.

 

If i restart my gateway, the tv gets out for 5 or 6 minutes then stops again.

 

Is there anything at all in that gateway that could be causing the problem?

 

I've disabled the firewall on the gateway, i don't have any other firewalls between the tv and the internet. I even tried setting the tv's ip as the DMZ host.  The tv connects fine to the cisco gateway's wifi, gets a valid ip, subnet mask, correct default gateway, but fails the internet test and fails to access any internet material (netflix, apps, hulu, etc)

 

On the samsung side i've tried multiple restart, factory resets, etc.

 

Samsung is saying that the gateway is blocking the TV (of course) so i have to check with you guys.

 

If a tech can remote into my gateway and see if its somehow blocking the tv that would be awesome.  Tv's ip is 192.168.69.115, mac 682737513c5e.

 

An amazon fire tv stick plugged into the same tv gets out fine, all my other devices get out fine.

 

Thank you very much for any assistance.

Accepted Solution

Re: Samsung Smart TV can't reach the internet

 

Hi Jeramie and welcome to the business forums.

 

I can certainly look through your gateway's configuration for you. I'll need your information in a private message. Please private message me your first and last name, the name of your business, the full address of your business location and the phone number associated with your business account.

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Accepted Solution

Re: Samsung Smart TV can't reach the internet

Just in case someone searches these forums in the future with the same problem.

 

In my particular case, Comcast_Phil checked over a lot of things and my gateway was misbehaving, so he had a comcast tech come out and replace the gateway.  That did the trick, the samsung smart tv connects fine, i've been using it 3 or 4 days without any issue!

 

Thank you VERY much for your hardwork Comcast_Phil, you are awesome!

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Accepted Solution

Re: Samsung Smart TV can't reach the internet

Hi dacosta,

 

to update my issue, it actually turned out to be a firmware update that samsung came out with that fixed it for me.

 

Comcast was nice enough to come out and swap out my gateway (it was having another issue as well) and the tv did work for about 1 week, but then stopped again.  I got on with Samsung and they had just come out with another firmware update that took care of the problem for me.

 

I did have to get the firmware on a usb stick via my computer and install it to the TV that way of course, but its been running great ever since.  maybe see if your panasonic has any updates available.

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Official Employee

Re: Samsung Smart TV can't reach the internet

 

Hi Jeramie and welcome to the business forums.

 

I can certainly look through your gateway's configuration for you. I'll need your information in a private message. Please private message me your first and last name, the name of your business, the full address of your business location and the phone number associated with your business account.

Jeramie
Visitor

Re: Samsung Smart TV can't reach the internet

Sent, i appreciate it Phil.

Jeramie
Visitor

Re: Samsung Smart TV can't reach the internet

Just in case someone searches these forums in the future with the same problem.

 

In my particular case, Comcast_Phil checked over a lot of things and my gateway was misbehaving, so he had a comcast tech come out and replace the gateway.  That did the trick, the samsung smart tv connects fine, i've been using it 3 or 4 days without any issue!

 

Thank you VERY much for your hardwork Comcast_Phil, you are awesome!

dacosta
New Member

Re: Samsung Smart TV can't reach the internet

I have had the same problem since signing on with Comcast earlier this year. In the beginning, my smart tv (Panasonic) would have to be manually reconnected everytime I logged into my Roku or Sony devices. When I returned from a two month trip to Europe in late June - it wouldn't connect at all, which is where we currently are at. I called Comcast several times to fix, their only answer was to reset my router from their end, refusing to acknowledge it could be a gateway problem.

 

I now see some acknowledgement that there is a gateway problem! How fast can we get this fixed?

 

Thank you, 

 

Jeramie
Visitor

Re: Samsung Smart TV can't reach the internet

Hi dacosta,

 

to update my issue, it actually turned out to be a firmware update that samsung came out with that fixed it for me.

 

Comcast was nice enough to come out and swap out my gateway (it was having another issue as well) and the tv did work for about 1 week, but then stopped again.  I got on with Samsung and they had just come out with another firmware update that took care of the problem for me.

 

I did have to get the firmware on a usb stick via my computer and install it to the TV that way of course, but its been running great ever since.  maybe see if your panasonic has any updates available.

Official Employee

Re: Samsung Smart TV can't reach the internet

Hi dacosta and welcome to the business forums.

 

Just as Jeramie said, there were a lot of factors into this issue that we needed to get through. This ultimately came down to updating the firmware which was suggest by Samsung. I would start by contacting the manufacturer of TV.

 

If you do believe this to be a gateway issue, I can certainly review this and assist. Please private message me your first and last name, the name of your business, the full address of your business location and the phone number associated with your business account if you do believe the issue to be with the configuration of your gateway.

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