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Question

Samsung Smart TV unable to connect to internet (suddenly)

by Feb 23, 2015 10:45PM PST

I have a Samsung smart TV (40 inch) unsure of the model number as i am at work. It has a wired connection to my BT Infinity router, up until this morning it was working fine when accessing the smart hub, Netflix etc. This morning when accessing smart hub the TV said that it could not connect to the internet, I ran a test, TV said cable to router fine, but no internet. WIFI on all other devices is working ok. I have reset the router, disconnected tv from the mains, swapped the ASDL filter for a new one and changed all cabling (wall-router/router-tv). The TV is still giving me the same error message. I'm unsure of the next step, any help would be appreciated.

Discussion is locked

91 - 120 of 199 Posts
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Called Samsung
by CMottzy Feb 24, 2015 10:46PM PST

Spoke with Samsung last night in Canada, they are aware of issue and have engineers working on it, same as previous posts no eesponse as to time line when it will b fixed. Agreed the more complaints to them the better!

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Should we be Compensated, Request Money Back or Replacement
by Carllarsen97 Feb 25, 2015 10:57AM PST

In UK Consumers are protected by Law.
If it is not fit for purpose then we want it replaced or refunded...
(7 year is stated by law to be prooved not to be by seller) And you are still covered by law but you have to prove it.

OK Samsung state a disclaimer that they are not responsible for interuptions in the Smart Hub Service !!

So they should be agreeing that a Smart Hub TV is not a Smart Hub TV without these features......
So Why sell it as Such ?? Disclaimer Busted.. I Want my Money Back Samsung.
(Next Time let Consumers choose there own Apps and Services instead of your petty locked ones)
In UK and in EU you have rights other than Guarantee and Warranty.
In UK it is 7 Years if a product is not fit for Purpose. 2 Years on a TV is not reasonable and a case for a claim.

Please Friends all Arround the Globe, do not accept lifespan of Electronics espessially Samsung to underlive reasonable expections. Call Samsung and Ask for Compensation at Least.. Mention Cnet Forum or my Username. Lets all get Compensated for the poor service of Samsung.

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Answer
samsung
by Feb 24, 2015 11:00PM PST

same issue as of last night try all the above fixes and got nothing. nice to know im not the only one

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working now
by vijayapam Feb 25, 2015 9:38AM PST

We went to menu > software update.

after the update the TV got off. we then restarted and it is working fine. Happy

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Answer
I had the same problem but solved for the time
by Feb 25, 2015 2:17AM PST

Thanx for the tips overhere I downloaded "smiple DNS plus Trial" at http://www.simpledns.com/ installed it on my Windows 7 Laptop and configured it. And put my laptop adres as DNS server in the HT-E6750W and EUREKA it works again!

I Live in The Netherlands.

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Great!!!
by spy70 Feb 25, 2015 3:32AM PST

Great your solution worked for me too!
Many many thanks.

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Answer
Samsung system failure
by Feb 25, 2015 2:25AM PST

I have the same problem which started on the same date. TV links to router. Smart tv reports interference but I am able to download new Samsung apps so a internet link must exist. The problem is about running any of the apps, iplayer, youtube, BBC news etc. Only common factor is Samsung so it must be a problem with their service. Good tvs but unreliable service.

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Answer
Mine is fixed
by Feb 25, 2015 2:47AM PST

i went to menu support and update after my master reset and everything is working now just fine

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Answer
From Samsung Support:
by Feb 25, 2015 2:59AM PST

Have the same problem. Emailed Samsung support last night and received this today:

"Thank you for your email. Your customer reference number is **********.
We are currently experiencing technical issues with our D and ES Range TVs with respect to connecting to our Smart Hub.
We have all our resources working on correcting this issue and apologize for the inconvenience during this time.
We appreciate your patience and understanding."

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Answer
Samsung network interference
by Feb 25, 2015 3:21AM PST

I had same problem yesterday. Called Samsung and they said they were updating and it would be up by 2/25/15 at 12PM PST. It is Samsung problem!

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Answer
Great workaround: home DNS
by Feb 25, 2015 3:39AM PST

As some people proposed us (many thanks again to them), it works perfectly now and solve this issue if you install a DNS on a computer in your local network.
Then add a record www.samsung.com with the IP that you initially obtained with nslookup on your computer.

For windows user, if you use simpleDNS, so you have to create a forward primary zone before named: samsung.com
Then in this zone, you add the record www.samsung.com with the ip (obtained with nslookup).

You save the config in simpleDNS.

And tadaaa...internet connection Happy

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help with dns
by wpmaura5 Feb 25, 2015 6:25AM PST

I would love it if some one could give step by step instructions on how to do this, I downloaded simpedns but I am not sure how this program on my desktop is going to affect my tv. Sorry for being a noob

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Answer
thank god i found this post
by Feb 25, 2015 5:44AM PST

I was going mad, tried all the normal stuff and dns setting changes, couldnt understand it. At least I know its not some odd setting somewhere thats my fault.

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setup my own dns server - works well
by yoshitweaky Feb 25, 2015 6:38AM PST

So just to further prove to myself i was not nuts I followed the suggestion to create my own dns server.
I added dnsmasq to my QNAP NAS and added a redirect for www.sumsung.com to 23.66.247.46

I can now connect to iplayer and all other apps without issue.

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Answer
please some add detailed instructions on how to spoof dns
by Feb 25, 2015 7:01AM PST

can some one give some spoofing dns for dummies, I am not sure how to do it.

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Answer
Its back!!!
by Feb 25, 2015 7:15AM PST

I went into the menu, then support, then software updates and updated the tv. And now the connection problems seem to be fixed!!

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No software update available
by rkunnath1985 Feb 25, 2015 7:34AM PST

when I try to update the spftware , it says software update is not available

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Answer
Not the Samsung "servers" or "network", it IS the TVs.
by Feb 25, 2015 8:54AM PST

Hi All,

Don't be misled by this "outage" seeming global. It's the TVs themselves that are faulty.
Specifically, their 'DNS resolver client' code can't handle the current DNS A record response for www.samsung.com.
The thing that "changed" was how samsung's DNS servers respond to queries, and THEY are NOT broken -- i.e: Samsung's servers/network do NOT need to be fixed.

However, Samsung CAN fix this via a firmware update (i.e: put new code on the affected TVs), and will likely do so over the coming days (i.e: install newer DNS resolver code on the TVs).

It's also likely that different models of TVs will get the update at different times (as they need slightly different code).

It's also the reason different (newer) models weren't affected -- they already had DNS resolver code that works more correctly.

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Proof?
by DavidToso Feb 25, 2015 9:02AM PST

The samsung DNS servers aren't broken -- proof: you're deskop/table web browser can get to www.samsung.com.
The samsung "servers" aren't broken -- proof: we're still getting OTA updates.
The samsung older TVs don't understand the DNS response -- proof: some of us in this forum successfully worked around the issue by spoofing DNS to issue a "simpler" (but still correct) DNS A record response for www.samsung.com

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DNS changes... what do I mean?
by DavidToso Feb 25, 2015 9:07AM PST

What does the DNS A query response actually look like for www.samsung.tv?
Like this:

# dig -t A www.samsung.com @8.8.8.8

; <<>> DiG 9.8.4-rpz2+rl005.12-P1 <<>> -t A www.samsung.com @8.8.8.8
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 23479
;; flags: qr rd ra; QUERY: 1, ANSWER: 6, AUTHORITY: 0, ADDITIONAL: 0

;; QUESTION SECTION:
;www.samsung.com. IN A

;; ANSWER SECTION:
www.samsung.com. 39 IN CNAME www.samsung.com.edgekey.net.
www.samsung.com.edgekey.net. 3276 IN CNAME www.samsung.com.akadns.net.
www.samsung.com.akadns.net. 299 IN CNAME china-www.samsung.com.edgekey.net.
china-www.samsung.com.edgekey.net. 17707 IN CNAME china-www.samsung.com.edgekey.net.globalredir.akadns.net.
china-www.samsung.com.edgekey.net.globalredir.akadns.net. 899 IN CNAME e1722.g.akamaiedge.net.
e1722.g.akamaiedge.net. 19 IN A 23.215.231.37

;; Query time: 291 msec
;; SERVER: 8.8.8.8#53(8.8.8.Cool
;; WHEN: Thu Feb 26 10:49:51 2015
;; MSG SIZE rcvd: 244


As I mention, some of us have worked around the issue by spoofing DNS for www.samsung.com's A record.
Here's what the response looks like that works with an older TV:

# dig -t A www.samsung.com @localhost

; <<>> DiG 9.8.4-rpz2+rl005.12-P1 <<>> -t A www.samsung.com @localhost
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 19301
;; flags: qr aa rd ra; QUERY: 1, ANSWER: 1, AUTHORITY: 0, ADDITIONAL: 0

;; QUESTION SECTION:
;www.samsung.com. IN A

;; ANSWER SECTION:
www.samsung.com. 0 IN A 23.215.231.37

;; Query time: 0 msec
;; SERVER: ::1#53(::1)
;; WHEN: Thu Feb 26 10:49:46 2015
;; MSG SIZE rcvd: 49

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Answer
Samsung Smart TV Not Connecting to Internet
by Feb 25, 2015 11:01AM PST

On 02/24/2015, Samsung downloaded something to my Smart TV. Afterwards, I could not access Internet content. From network status, I could see the TV is connected to the wireless modem, but from the modem to Internet, it failed to connect. I tried to reset Smart TV, change network setting, perform software update, reset TV power, etc. Nothing worked!

Afterwards, I spent an entire evening trying to resolve this issue with Comcast support by phone. The Comcast Support Center was very bad. I was transferred from technician to technician and got disconnected half the time. Around 11:30 PM, I got hold of a wireless support technician. He informed me that there was a problem with Samsung downloading junk to global users. Samsung was aware of the problem and was working on it.

On 02/25/2015 evening, I checked on the TV; and it was still the same. There was no software update or fix.

Finally, I tried the following procedures that I learned from my research in the Internet.
1) Open Menu using Samsung TV remote
2) Go to Network Setting
3) Search for wireless router or modem.
4) It founded my modem....click next.
5) It started to filled in MAC address, IP address, mask, DNS Server, etc.
6) Received a "x" for connection between modem and Internet globe.
7) Go to IP Setting
Cool Scroll down to DNS Server.
9) Change DNS Server from AUTO to DISABLE
10) Replace the numbers of the 4 squares with 151 80 14 237
8 8 8 8 did not work for me.
11) Afterwards, it was able to connect to the Internet.

In conclusion, the trick is to set DNS Server from AUTO to MANUAL; and change DNS Server address to 151.80.14.237.

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Sounds like a SCAM
by DavidToso Feb 25, 2015 11:08AM PST

I'm sure as hell not pointing my DNS at "cheapwindowsvps.com":

# whois 151.80.14.237

inetnum: 151.80.14.192 - 151.80.14.255
netname: OVH_74780597
descr: OVH Static IP
country: FR
org: ORG-TPC7-RIPE
admin-c: OTC2-RIPE
tech-c: OTC2-RIPE
status: LEGACY
mnt-by: OVH-MNT
source: RIPE # Filtered

organisation: ORG-TPC7-RIPE
org-name: Tony Pollard CheapWindowsVPS.com
org-type: OTHER
address: 170 - 422 Richards St
address: V6B 2Z4 Vancouver
address: CA
abuse-mailbox: help@cheapwindowsvps.com
phone: +1.8555773877
mnt-ref: OVH-MNT
mnt-by: OVH-MNT
source: RIPE # Filtered

If all this DNS server is doing is to spoof the DNS for www.samsung.com, then you can do that SAFELY yourself without relying on some unknown third party.

DO NOT FOLLOW THE PARENT POSTS' ADVICE.

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Change you DNS
by Jerold Poe Aug 9, 2015 5:56AM PDT

This worked 8/9/2015. Change you DNS setting on your TV to 8.8.8.8 and it will work.

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Answer
Thanks, and a fix
by Feb 25, 2015 11:56AM PST

I spent a half hour on chat with a Samsung person who had me downloading firmware and going nowhere trying to upload it. That person clearly knows less about all this than you all do.

I tried a few of the old fixes kicking around (8.8.8.8, for example) and they didn't work, but the first one in the link below actually did: Tap 151.80.14.237 into the DNS settings.

http://www.myce.com/news/users-fix-samsung-smart-tv-time-two-workarounds-known-75148/

Good luck and thanks.

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DON'T DO THIS.
by DavidToso Feb 25, 2015 12:22PM PST

DON'T DO THIS.
If you're going to spoof samsung DNS, do it yourself.
This may be "easier" but it's NOT SAFE.
151.80.14.237 is owned by "Tony Pollard CheapWindowsVPS.com".
Even if the hoster has good intentions, it just screams scam.

Read other posts about LOCALLY (i.e: on your own network) spoofing samsung DNS.

Hopefully samsung will soon roll out firmware updates that will make spoofing unnecessary.

In the meantime, DO NOT FOLLOW ADVICE TO START USING RANDOM 3RD PARTY DNS SERVERS.

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Samsung rep
by DaveTyb Feb 25, 2015 5:05PM PST

I spent about an hour & 1/2 between waiting for my call to be answered & speaking to rep. He had me change dns to 8888, reset tv etc etc.
Towards the end of the conversation I asked him about all these comments problems that I had seen on cnet. he told me that mine was different because the X on the connection image on mine showed between the tv and the modem, not as all the others, which he said were showing between modem & world.
Lost ip address and put in ip that is showing on our phones xx.x.x.xx. The last 2 digits of this # appears to be a sequencial number corresponding to all other devices on this acct. He ad me put in ip 169 xxx xxx xxx and I had same results.
when I try auto locate it brings up the 169 # but leave gateway and dns @ all 0's.
Treid to use your 151# and no luck. Keeps giving me message unable to connect to wireless router????????

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Answer
samsung smart tvs are down
by Feb 25, 2015 1:27PM PST

Try changing the dsn server to 151.80.14.237. This worked for my Samsung smart tv.

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... ooor try reading earler this thread.
by DavidToso Feb 25, 2015 3:03PM PST

DO NOT USE SOME RANDOM 3RD PARTY DNS SERVER.

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Comcast DNS Server
by watsonk1991 Feb 25, 2015 3:21PM PST

I have Comcast cable TV service. I decided to use the Comcast DNS Server.
With DNS Server set to MANUAL (instead of AUTO), I set it to 75.75.76.76.
Afterwards, the TV has no problem connecting to the Internet.
The Google ones, 8.8.8.8 and 8.8.4.4, does not work for me.

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well...
by DavidToso Feb 25, 2015 3:31PM PST

75.75.76.76 is cdns02.comcast.net, which is by no means a "random" 3rd party DNS server.
It should be safe to use that IP if you're a comcast customer.

This isn't a question of what "works", or not. It's a question of what's SAFE.

I could go put up a spoofing DNS server and hand out the IP --- and make it seem to "work", but secretly compromise all of the credentials you send to App providers (i.e: Netflix, Google, etc) and even capture YOUR VOICE (if the TV in question has those features).

Back to Samsung forum

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