Cannot Connect to Wi-Fi - Troubleshooting your Wi-Fi Connection

To use the Wi-Fi feature, you need access to a wireless access point or ​‍hotspot, commonly known as a Wi-Fi network. If you are experiencing issues connecting to a Wi-Fi network,follow the general troubleshooting below.

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1.Turn On and Connect to a Wi-Fi Network

  1. From the Home screen, touch Apps .
  2. Touch Settings .
  3. Touch Wi-Fi .
  4. Touch the slider  to turn Wi-Fi on  . If you are experiencing connection issues, turn off Wi-Fi, and then turn it back on.
  5. Touch the network you want to connect to. The signal strength  is displayed next to the network name. The more bars that are shown, the better the signal.
  6. If the network is secured , enter a password. Touch Show password to display the password as you type.
  7. Touch Connect.

Alternate Steps

  1. Open the Quick Panel by swiping your finger from the top of the screen to the bottom.
  2. Touch the Wi-Fi icon to turn it on or off.
    Note: To quickly access the Wi-Fi settings menu, touch and hold the Wi-Fi icon in the Quick Panel.

 

Incorrect Password or Authentication Error

If you receive the messages "Incorrect password" or "Authentication error occurred," the password may have been entered incorrectly. Wi-Fi network passwords are case-sensitive, and an incorrect password will result in a connection error.

When entering the password, touch Show password to display the password as you type. If you are unable to connect using the password, verify the network settings for your router.

Note: For support on how to configure and use your wireless router, please contact the device manufacturer or your internet service provider.

2.Cannot Connect to a Wi-Fi Network

If you cannot connect to your personal Wi-Fi network (such as a Home Wi-Fi network), verify your Wi-Fi router is connected to the internet (please contact the device manufacturer or your internet service provider for instructions).

Loose or disconnected Ethernet cables, DSL or cable connections, telephone cords, USB cables, or power cables can cause network or internet connection issues.

  1. Check all the connections to and from your router and, if available, your high-speed modem.
  2. Turn off the Wi-Fi router and your high-speed modem. If your router or modem does not have a power switch, disconnect the power cord from the back. Wait several minutes, and then turn on the router or modem (or reconnect the power cord).
  3. On the mobile device's Wi-Fi settings menu, touch the slider  to turn Wi-Fi off  , and then touch it again to turn it back on.
  4. On the mobile device, attempt to connect to the Wi-Fi network.

 

If you are not able to connect after rebooting your router or modem, attempt to connect with another Wi-Fi device. If neither device can connect, please contact the device manufacturer or your internet service provider.

Note: In rare instances, a router may be set to allow a limited number of simultaneous connections. Some networks have MAC filters in place to prevent unwanted connections. For support on configuring and using your wireless router, please contact the device manufacturer or your internet service provider.

 

MAC Filtering

Some Wi-Fi networks use an additional security method called MAC filtering. When this feature is turned on, only devices whose MAC addresses have been added to the access list are permitted to connect to the network. A MAC address is a unique identifier assigned to each device with a wireless transmitter.

To remove or add your device to the MAC filtering list, please contact the device manufacturer or your internet service provider.

To locate the MAC address on your device:

  1. From the Home screen, touch Apps .
  2. Touch Settings .
  3. Touch About device .
  4. Touch Status.
  5. Scroll to Wi-Fi MAC address. The address will be similar to 78:AB:BB:00:00:00.

3.Cannot Connect to a Public Network

Most public Wi-Fi networks, such as those at coffee shops, restaurants, and hotels, requires you to perform an additional authentication via the web.

  1. From the Home screen, touch Apps .
  2. Touch Settings .
  3. Touch Wi-Fi .
  4. Touch the network you want to connect to. The signal strength  is displayed next to the network name. The more bars that are shown, the better the signal.
  5. If the network is secured , enter a password. Touch Show password to display the password as you type.
  6. Touch Connect.
  7. If you are not redirected to the web automatically, touch Apps > Chrome .
  8. Navigate to a website, such as www.samsung.com.
  9. Follow the directions on the authentication page to connect to the public network.

Note: Some networks require you to accept the terms and privacy policy before you connect to the internet, while others require an additional username and password.

 

4. Cannot Connect to a Known Wi-Fi Network

If you cannot connect to a previously connected Wi-Fi network (or known Wi-Fi network), follow the steps below to disconnect from the network and connect again.

  1. From the Home screen, touch Apps .
  2. Touch Settings .
  3. Touch Wi-Fi .
  4. Touch and hold the network name, and then touch Forget network.
  5. Touch the network name again.
  6. If the network is secured  , enter a password. Touch Show password to display the password as you type.
  7. Touch Connect.

 

Modified Network Settings

  1. From the Home screen, touch Apps .
  2. Touch Settings .
  3. Touch Wi-Fi .
  4. Touch and hold the network name, and then touch Manage network settings.
  5. Enter the settings, and then touch Save.

 

5.Cannot Find My Wi-Fi Network

If you are having trouble finding your Wi-Fi network and have already verified you are within range, your network may be hidden. A hidden Wi-Fi network is a network that is not broadcasting the Network SSID (or network name). If your Wi-Fi network is hidden, you will need to manually enter the network details.

  1. From the Home screen, touch Apps .
  2. Touch Settings .
  3. Touch Wi-Fi .
  4. Touch More.
  5. Touch Add network.
  6. Enter the Network Name (SSID). This is the name of the network you are connecting to.
    Note: To obtain your wireless settings for a hidden network, or to broadcast the Network Name (SSID), refer to the documentation that came with the wireless router, or contact your internet service provider.
  7. Select the Security level of the network. If you select a security level that does not match your access point, you will not be able to connect.
  8. If the network is secured, you will also need to enter the password.
  9. Touch Connect to store the new information and connect to the network.

6.Check for Interference

Some devices in your home, such as microwave ovens and some cordless phones, can cause interference between your device and networks that might be in range. If devices like these are near your device, turn them off temporarily or move them farther away.

Change the router or access point settings to use a different wireless channel, or set the channel to be selected automatically if it's set to a fixed channel number. Sometimes, one wireless channel will work better than others.

Note: For support on configuring and using your wireless router, please contact the device manufacturer or your internet service provider.

7.Update Software

Before proceeding, we recommend you connect to a Wi-Fi network to avoid unnecessary data charges. File size can vary depending on the update.

  1. From the Home screen, touch Apps .
  2. Touch Settings .
  3. Touch the SYSTEM tab and then touch About device .
  4. Touch Software update.
  5. Touch Check for updates > OK.
  6. If a system update is available, follow the prompts to download and install the update.
    Note: Depending on how many versions your software is behind the latest version, it may be necessary to repeat this process multiple times.

Your device may turn off and on a few times during the update process. After the update is complete, your data are preserved, but if you stop the installation by removing the battery or turning off the device, your device may not work normally. To avoid data loss, we recommend you back up your important data before you begin the update.

You cannot downgrade the software after the update has been completed.

8.Additional Troubleshooting

Update your Wi-Fi router with the latest firmware and make sure the router supports your Samsung product. For more information, contact the manufacturer of your router.

If someone else set up your network, ask them for help. If you’re using a network at a company, school, hotel, store, or other free Wi-Fi location, find an employee for assistance.

If you're connected to a Wi-Fi network but you can’t get online, try to use your Wi-Fi network on other devices. If you can’t get online using your other devices, there might be a service outage. Call your cable company or internet provider for help.

Try connecting to a Wi-Fi network in a different location. If your device can connect, you’ll need to get help with your Wi-Fi network. If it can’t connect to any Wi-Fi networks, contact Samsung Support.

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