Smart Hub Connection Test
If your TV is having trouble maintaining a network connection or your apps are not connecting to the internet properly, running a Smart Hub Connection Test diagnoses the problem by checking the Internet connection, the Samsung servers, and the Apps services.
Follow the menu path: Settings > Support > Self Diagnosis > Smart Hub Connection Test
Troubleshooting the Test Results:
The Smart Hub Connection Test is made up of 5 different parts - identifying which one is causing the connectivity issues with your TV will help understand what further troubleshooting steps are required to get your TV back online.
Gateway Test
If the TV fails the Gateway test, the router may be preventing the TV from connecting to the internet. Power cycle both the TV and the Wireless Router and try again.
DNS Test
If this fails, the TV is not communicating with the DNS servers. Changing the DNS server address to the Google Public DNS Server (8.8.8.8) may help resolve DNS server issues.
Settings > General > Network > Network Status > IP Settings
Change DNS from Get Automatically to Manual and set as 8.8.8.8
ISP Block Test
Contact your Internet Service provider – the TV has recognised that the ISP may be blocking the TV from connecting to the Samsung Servers.
Samsung Servers
The TV is failing to connect to the Samsung Server. Take note of the Model Number and Firmware Version and contact 1300 362 603 (Toll Free in Australia) to speak to our Samsung Care experts who can troubleshoot further.
Samsung App Server Test
The TV is failing to connect to the Samsung App Servers. Take note of the Model Number and Firmware Version and contact 1300 362 603 (Toll Free in Australia) to speak to our Samsung Care experts who can troubleshoot further.
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