Smart Hub Connection Test

Last Update date : Dec 22. 2020

 Please Note: The information on this page is for Australian products only. Models, sequences or settings will vary depending on location and/or where the product had been purchased. To be redirected to your local support page please click here.

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.

2020 TU/Q/LS Model TVs:
1 Press the Home Button Menu button on your Samsung remote control to bring up the Smart Hub/Eden Menu and then select Settings Settings
Smart Hub/Eden Menu
2 Scroll down to the Cloud icon nwith a question mark inside Support tab and then select Device Care.
Device Care.
3 Your device will run a quick scan. Once it has finished, select Self Diagnosis from the bottom of the screen.
Self Diagnosis
4 On the Self Diagnosis page, select Smart Hub Connect Test, found on the right side of the screen.
Smart Hub Connection Test.
5 Your device will now start running the Smart Hub Connection Test.
Smart Hub Connection Test running.
2018 & 2019 NU/RU/Q/LS Model TVs:
1 Press the Home Button Menu button on your Samsung remote control to bring up the Smart Hub/Eden Menu and then select Settings Settings
Smart Hub/Eden Menu
2 Scroll down and select the Support tab and then select Self Diagnosis.
TV Support Menu
3 Once you have selected Self Diagnosis and advanced to that page, you will need to select Start Smart Hub Connection Test.
Smart Hub Connection Test
4 Your TV will then start the Smart Hub Connection Test. Once it is completed, it will say if there are any issues. Below are some troubleshooting tips if the test has come across any.
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.

Connect a Samsung TV to the Internet

Connect your Samsung TV to the internet to stream movies, browse the internet, and get the most out of the Smart Hub apps.

Smart Hub Connection Test

Select Learn More and use our Smart Simulator for a step-by-step interactive guide.

If you require more information, please consult the user manual from our Manuals & Downloads page. Otherwise, please get in touch with our Samsung Care Australia experts on 1300 362 603 (Toll Free in Australia) or contact our Chat Support team.

     This product should be mounted to a wall or other suitable surface to avoid serious injury. Find out more here.

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