Article ID : 00164506 / Last Modified : 13/05/2018

The Internet connection appears as Failed but the Wireless Network setting from the router is OK

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Follow these steps to troubleshoot this issue.

IMPORTANT:

  • Make sure there is an active Internet connection that can be accessed by a computer or other wireless devices. If other devices cannot be connected by wireless LAN, then there is a problem with your Internet connection and you will need to contact your Internet Service Provider (ISP).
  • Each of these steps represents a possible solution to this issue. After completing each step, perform the Network Setup of the wireless device again and then check the connection status.

NOTE: This article only applies to Sony products that have wireless capabilities for connecting to the Internet. If model-specific information is required to complete any of the steps below, refer to the operating manual.

  1. Restart the router:
    1. Turn off the wireless device.
    2. Unplug both the router and modem.
    3. Leave both the router and modem unplugged for 2 minutes.
    4. Plug in the modem, and then plug in the router.
    5. Allow 3-5 minutes for the modem and router to completely restart.
    6. Turn on the wireless device.
  2. Make sure the wireless device has the most recent firmware installed.

    NOTE: If the wireless device is a Blu-ray Disc player, it is possible to burn firmware updates to a disc.

    1. Temporarily connect an Ethernet cable to the LAN jack on the wireless device and router.
    2. Perform the Network Setup for a wired connection.
    3. Check for and install any available firmware update.
  3. Follow the product documentation to reset the wireless device to the factory default settings.
  4. Manually set the Primary DNS address to 8.8.8.8 or 8.8.4.4 in the Network Setup of the wireless device.

    IMPORTANT: The steps below require making changes to the settings of the router. Due to the many differences among routers, it may be necessary to refer to the operating instructions of the router or contact your Internet Service Provider (ISP) to complete these steps.

  5. Make sure Dynamic Host Control Protocol (DHCP) is enabled on your router.
  6. Turn off MAC filtering or add the IP address of the wireless device in the DHCP table of the router.
  7. Temporarily disable encryption for the router; turn it back on after connection.
  8. Enable the router to accept network pings.
  9. If the router is not broadcasting the SSID, temporarily configure the router to broadcast it; you can turn broadcasting back off after connection.
  10. Increase the number of DHCP users.

    NOTE: The router may be limiting the number of devices that can be connected.

The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps and the issue is not resolved, service may be required.