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QN65Q6DTAFXZA WIFI DISCONNECTS

(Topic created on: 10/13/20 7:57 AM)
userFP3twyKS90
Constellation
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Qled and Frame

I purchased the QN65 listed above this past weekend and it randomly looses connection to the WIFI. None of my other devices like my Nest, Alexa, LG refrigerator, apple devices, Xbox and my Samsung UN82RU8000FXZA exhibit this issue. I have updated the TV firmware to 1401, the latest on the website.  Any thoughts what the issue might be. 

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Solution
SamsungBri
Samsung Moderator
Samsung Moderator
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Qled and Frame

Hello, have you tried changing the channel on the router? Especially in apartment situations, you can have a few routers on the same channel and this can create connection and speed issues. 

 

If your TV won't connect to the internet, you should perform a network status test to help you choose which guide you need. Navigate to Settings > General > Network > Network Status and run the test. Pay close attention to any error messages, and whether there is an X between the TV and the router or between the router and the globe.

 

Important:

  • If the network drops after the TV was off overnight, and you have an RU7 series UHD TV (RU7100 - RU7300 and RU710D - RU730D), try cold booting the TV (hold the power button down on your remote until the TV turns off and then back on). Then you will be able to reconnect to the internet. A software update will be available to fix this issue soon.
  • If at any point you need assistance with configuring settings on your router, contact your ISP if they provided the router, or the manufacturer of the router if it was bought separately.

Check the network status test for an error message.

 

Power cycle your network equipment.

 

Reset the TV.

  • Navigate to Settings > Support > Self Diagnosis > Reset and enter your PIN (the default is 0000). After the reset, try connecting again.

Make sure your Wi-Fi network is compatible with the TV

  • Network requirements vary between TVs and are listed in the user manual. As an example, 2018 models NU6***, NU71**, NU72**, and NU73** only support 2.4Ghz networks. They will not even see a 5Ghz network.

  • If the network is not compatible with the TV, the TV will be unable to see or connect to it.

  • In most cases, the default settings for home networks are fine. However, if the network settings have been adjusted, confirm that they meet the requirements of the TV.

Disconnect some of your other things that are connected to Wi-Fi:

  • The more things you have connected to your Wi-Fi network, the weaker the signal will be. If you have 2 tablets, 3 phones, a refrigerator, and an Xbox, the signal could be very weak. Disconnect all other Wi-Fi devices from the network and then try to connect the TV.
  • If this does the trick when none of the previous steps worked, it means you have more devices connected than your router can handle and you should upgrade your router or connect fewer devices.

 

Try connecting to a different network.

  • This is a troubleshooting step to help determine what the issue might be. For instance, if a mobile device with hotspot functionality is available, have it create a network and try to connect the TV to the hotspot. If any other networks are available, they can be tried as well.
  • Note: If the TV can connect to any other network, service is not required, and the issue is with the network that you're unable to connect to. Contact your ISP if they provided the router, or the manufacturer of the router if it was bought separately.

 

 

If the issue continues, we recommend contacting your ISP or the manufacturer of your router for further assistance. If they help you determine the TV as the source of the issue, service is required.

 

Here are some service options:

- If your unit was recently purchased, you can check with your retailer on their return/exchange process.
- If you have an extended warranty you can reach out to them to have service processed.
- If you're within the one year warranty, you can private message one of our moderators with your full model and serial number to have service set up. http://bit.ly/33ipYnO
- If you're OUT of warranty, use the following link to locate a service center in your area:
http://www.samsung.com/us/support/service/location


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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9 Replies
99xexp
Cosmic Ray
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Qled and Frame

Not sure if related, but my Q90T also loses connection to Wifi after updating to 1402 and needs to be reset everyday....

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usercxNZPKYHXN
Constellation
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Qled and Frame
same here with my s10. I constantly have to forget my network and put it back in. I switched the phones out and same problem exists!
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user3y9IoksdR2
Astronaut
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Qled and Frame

I have the same issue with my Q70T.  I try setting the network up again and cannot get the TV to connect. I remove power from the TV and plug it back in and the network connects immediately. The next day I have to go through the proecess again. I am at the point of pulling the plug every night and plugging in in when i want to use it.

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userH7IfH08vDy
Astronaut
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Qled and Frame

I just contacted support and they went through remotely to turn off the "Instant on" feature. The support tech told me that it was a setting that I don't have access to from my end. That seems pretty terrible. She also didn't promise that it would work but it seems to me that she knew what the problem was/is. I will find out tomorrow I guess because I had to reset my network every day. 

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user14Yw3rwajR
Astronaut
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Qled and Frame

I have recently (within the past month) purchased 2 brand new Samsung TV's.  Both are having this same issue.  Was told by the Samsung chat line that i have somehow purchased 2...yes 2 completely different model TV's that are having the same exact issue as all of you guys.  Their advice was to take the TV's back to the store becasue they are defective.  I refuse to believe that just these 2 TV's that i have are defective and that in fact @samsung has completely dropped the ball on something here and refuse to accept responsibilty for it. I have yet to read anywhere in any thread that they have provided an acceptable fix for this issue.  If anybody  has a fix for this problem I would love to hear it.  Other than taking my TV's back to the store and purchasing a completely different brand. 

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userH7IfH08vDy
Astronaut
Options
Qled and Frame

I just contacted support and they went through remotely to turn off the "Instant on" feature. The support tech told me that it was a setting that I don't have access to from my end. That seems pretty terrible. She also didn't promise that it would work but it seems to me that she knew what the problem was/is. I will find out tomorrow I guess because I had to reset my network every day. 

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Solution
SamsungBri
Samsung Moderator
Samsung Moderator
Options
Qled and Frame

Hello, have you tried changing the channel on the router? Especially in apartment situations, you can have a few routers on the same channel and this can create connection and speed issues. 

 

If your TV won't connect to the internet, you should perform a network status test to help you choose which guide you need. Navigate to Settings > General > Network > Network Status and run the test. Pay close attention to any error messages, and whether there is an X between the TV and the router or between the router and the globe.

 

Important:

  • If the network drops after the TV was off overnight, and you have an RU7 series UHD TV (RU7100 - RU7300 and RU710D - RU730D), try cold booting the TV (hold the power button down on your remote until the TV turns off and then back on). Then you will be able to reconnect to the internet. A software update will be available to fix this issue soon.
  • If at any point you need assistance with configuring settings on your router, contact your ISP if they provided the router, or the manufacturer of the router if it was bought separately.

Check the network status test for an error message.

 

Power cycle your network equipment.

 

Reset the TV.

  • Navigate to Settings > Support > Self Diagnosis > Reset and enter your PIN (the default is 0000). After the reset, try connecting again.

Make sure your Wi-Fi network is compatible with the TV

  • Network requirements vary between TVs and are listed in the user manual. As an example, 2018 models NU6***, NU71**, NU72**, and NU73** only support 2.4Ghz networks. They will not even see a 5Ghz network.

  • If the network is not compatible with the TV, the TV will be unable to see or connect to it.

  • In most cases, the default settings for home networks are fine. However, if the network settings have been adjusted, confirm that they meet the requirements of the TV.

Disconnect some of your other things that are connected to Wi-Fi:

  • The more things you have connected to your Wi-Fi network, the weaker the signal will be. If you have 2 tablets, 3 phones, a refrigerator, and an Xbox, the signal could be very weak. Disconnect all other Wi-Fi devices from the network and then try to connect the TV.
  • If this does the trick when none of the previous steps worked, it means you have more devices connected than your router can handle and you should upgrade your router or connect fewer devices.

 

Try connecting to a different network.

  • This is a troubleshooting step to help determine what the issue might be. For instance, if a mobile device with hotspot functionality is available, have it create a network and try to connect the TV to the hotspot. If any other networks are available, they can be tried as well.
  • Note: If the TV can connect to any other network, service is not required, and the issue is with the network that you're unable to connect to. Contact your ISP if they provided the router, or the manufacturer of the router if it was bought separately.

 

 

If the issue continues, we recommend contacting your ISP or the manufacturer of your router for further assistance. If they help you determine the TV as the source of the issue, service is required.

 

Here are some service options:

- If your unit was recently purchased, you can check with your retailer on their return/exchange process.
- If you have an extended warranty you can reach out to them to have service processed.
- If you're within the one year warranty, you can private message one of our moderators with your full model and serial number to have service set up. http://bit.ly/33ipYnO
- If you're OUT of warranty, use the following link to locate a service center in your area:
http://www.samsung.com/us/support/service/location


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

View solution in context

DrJM
Cosmic Ray
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Qled and Frame

The problem can be fixed by turning off the "instant" from on to off. How: A) Enter secret menu *find youtube videos to learn how  B) SCROLL down to MRT option and enter   C) SCROLL to "instant on", change it to "instant off"   D) get out and don't change anything else.     E) Turn the TV off and then on     F) Problem fixed, now the tv will take a bit turning all the features on as it used to. 5 to 10 seconds longer 👍🏻:face_with_medical_mask:

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userH7IfH08vDy
Astronaut
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Qled and Frame

Nice. The support tech told me that I didn't have access to that function. But the. Again she would tell me when she was doing wither. I just happen to be watching and taking pictures because it didn't seem right. 

hoping that it works. 

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