Article ID : 00012478 / Last Modified : 05/25/2022

Can't connect my Blu-ray Disc or network media player to my wireless internet

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Before You Start

  • Not all Blu-ray Disc™ or network media players support wireless connectivity. Check your manual for model-specific information.
    Manuals are posted on your model support page.
  • If it's necessary to make changes to your modem or router, contact your internet provider or the device manufacturer.

Power reset your modem/router

Internet connection issues are often resolved after performing a power reset. If you have a separate modem and router, power reset both devices.

  1. Unplug the power cable to your modem/router and wait about 60 seconds.
  2. Reconnect the power cable to your modem/router and make sure it's turned on.
  3. Wait until the device is finished making it's connection to the internet and your network.
  4. Check if the issue is resolved.

Signal strength and interference

When using Wi-Fi®, the distance of the router to your device is another factor to consider. To maximize your viewing experience when streaming video or listening from an audio app, make sure that the router is placed near your device. For best performance, they usually shouldn't be more than 25 feet away from each other and not closer than 3 feet. If possible, install both devices in a location without walls in between them. Other wireless devices such Bluetooth® speakers, wireless phones, microwave ovens, and devices sending radio frequency may also cause poor signal strength.

For additional information and suggestions, review the tips to maximize network and internet performance in your home.

Additional troubleshooting

Follow each step as needed to help identify or resolve the issue.

  1. Check if the internet connection is active using another device (computer, tablet, smartphone, game console).

    • If other devices also fail to connect to your wireless internet, contact your internet service provider for additional support.

  2. Make sure to properly connect your Blu-ray Disc player to your wireless network.
  3. Check the network status of your device to make sure it's connected to your network.
    1. On the supplied remote control, press the HOME button.
    2. Select Setup or Settings.
    3. Select Network Settings.
    4. Select View Network Status.
    5. Press the Enter button to confirm the network status.
    6. Under Connection Method select Wireless or USB Wireless.
    7. Make sure Wireless Device indicates OK.
    8. Make sure the Network SSID indicates your wireless router and network name. Wireless devices will often pick up signals from other networks in the area.
      • You'll also see the signal strength of your connection to your wireless router. Showing a dash (-) indicates you're not connected to the router.
    9. Make sure an IP address is shown.
      • The signal strength of the wireless network may differ depending on your player's location. Moving the player closer to the wireless access point increases the signal strength.
  4. Power reset your player.
    • Turn off the player.
    • Unplug it from the wall outlet for one minute.
    • Plug it back in and turn it on.
    • Check if your player connects to the internet.
  5. If the issue still occurs, perform a factory reset.

    Note: Performing a factory reset will restore the factory settings. All user settings and changes are reset, user specific configuration may be required to restore any prior changes.

    The steps to reset your device may vary. Check the available alternative procedures or your device manual for model-specific information.
    Manuals are posted on your model support page.

    1. Press, the HOME button.
    2. Select Setup or Settings.
    3. Select Resetting.
    4. Select Reset to Factory Default Settings.
    5. Select Network Settings.
    6. Select Start.
    7. After the reset is complete, perform the network setup again.

    Alternative procedures to perform a factory reset:

    • Devices manufactured on or before 2014
    • Blu-ray Disc players manufactured on or after 2015

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