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Shahid
Shahid, Technician
Category: Electronics
Satisfied Customers: 9465
Experience:  I have been repairing electronic gear since 1993 as a qualified Sony tech
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hello, we cant get internet on our sony bravia tv. Its a LCD

Customer Question

hello, we can't get internet on our sony bravia tv. Its a LCD digital colour Tv.
We have been through all the system settings etc and it says Internet is ready but when we click on hime button there are no internet options available. Please help thanks
Submitted: 3 years ago.
Category: Electronics
Expert:  Shahid replied 3 years ago.
Hello, my name is Shahid, I'll be happy to assist you.
Please allow me to ask you a few questions to diagnose the problem.

- Can you please get the model number written on back of TV?
- Are you trying wireless (wifi) internet on this TV or Ethernet wire plugged in TV?

Thanks.
Customer: replied 3 years ago.

model number KDL- 26EX32o


 


wireless


 


thankyou so much

Expert:  Shahid replied 3 years ago.
Thanks Jill for the reply.

Please give me few minutes to research, get back to you shortly.
Customer: replied 3 years ago.

ok thanks.


We have been through all the settings on the TV and despite it saying internet is ready it simply doesn't show up.

Expert:  Shahid replied 3 years ago.
Hi Jill,

Was it working fine before or its just firs time internet setup?
Does TV display router name when you try to run internet setup?

Thanks.
Customer: replied 3 years ago.

we have never had internet. Its my parents Tv and I am home so trying to help them.


don't think it displays a router name. We have to tap in my dads wifi password code.

Expert:  Shahid replied 3 years ago.
OK, please press Home to get menu screen then go to Network option then go to Built-in Wireless LAN and turn it On.
Then go to Home Network Setup to proceed for internet connection, I would recommend to select easy or auto setup (I don't remember correct verbiage for it) and TV will get DNS info automatically.

Please post back how it worked.
Thanks.
Customer: replied 3 years ago.

it only gives options:


 


server display settings


 


server diagnostics


 


remote device/renderer


 


no where does it say easy or auto set up

Expert:  Shahid replied 3 years ago.
My bad, forgot to mention following info, sorry.

After turning On wireless LAN in TV, go back to Network option and select Network Set-up option then select Wireless Set-up to proceed further.

Thanks.
Customer: replied 3 years ago.

and then do what please?


WPS ( push button )


WPS ( PIN)


Scan


 


we have tried all these …...


what do you recommend please?

Expert:  Shahid replied 3 years ago.
Please check your router for WPS button at rear side, when TV asks for WPS info, push that button on router so TV can get WPS info to finish the setup.

Thanks.
Customer: replied 3 years ago.

ok trying….


says connecting to the wireless network.


 


we have tried doing this already….didnt work last time..

Expert:  Shahid replied 3 years ago.
Need to press WPS button on router when TV ask for it, that will complete the setup.

Please post back how it worked.
Thanks.
Customer: replied 3 years ago.

it says WPS router not found


press return to go back

Expert:  Shahid replied 3 years ago.
Did you check your router that I asked in my previous reply for WPS button?
If WPS button isn't available on your router then please run Scan option so TV can find available router signals and you need to select your router to proceed, this setup is like you connect your laptop with this router.

Thanks.
Customer: replied 3 years ago.

wps button is on my dads computer. I pressed it when it was asked for. I had two minutes to do it.


What do i do now please?


 

Expert:  Shahid replied 3 years ago.
TV is getting signals from router and not from any computer nearby, to establish network for internet.

- Can you please check the router for WPS button?
- There is another option that is far easier, connect Ethernet wire from router to LAN input at back of TV and run wire connection setup in network setup to establish quick internet connection.

Thanks.

Customer: replied 3 years ago.

connect Ethernet wire from router to???


we don't have this wire.


 


when we get to inputting the WPA key how do we get it to register please?


we have a red button A/a


backspace


input mode


ABC


 


or I can click the RETURN button


 


the router for WPS button is on my dads desk next to his computer

Expert:  Shahid replied 3 years ago.
Again, please check your router that would have written WAP key number that you need to enter in TV with its remote by using alphabet/ number screen that appears on TV, please use navigation buttons (left-right-up-down) to select and press enter to put that number etc.

OR can you please provide me picture of what appears on screen that requires clarification to assist you further.

Thanks.
Customer: replied 3 years ago.

we did that …..


here is what is says now …..how do I post you a photo….


 


its says


Netowrk set-up is complete.


The Tv has successfully connected to the network


 


wireless device on tv found


Local access ok


internet access ok

Expert:  Shahid replied 3 years ago.
Excellent, TV is connected to router to get internet access.

Now press Home button on TV remote, go to Widgets or Applications or Internet Content to access to internet services.

Please post back how it went.
Thanks.
Customer: replied 3 years ago.

it says its connected but it isn't. Sorry but that is the problem.


I gave a photo….how do i send you it?


 


when we go into internet browse


access the internet from the tv it just goes to home page and nothing shows up.


 


or it goes onto the sony web page

Expert:  Shahid replied 3 years ago.
You may please upload that photo to any file sharing site and post the file link here to view/ download it.

- Can you browse Sony web page that appears on TV screen to view its contents?
- Also, please unplug TV power cord from wall socket for 10 minutes to reset, replug and check internet content on TV.

Please post back how it worked.
Thanks.
Customer: replied 3 years ago.

please explain which file sharing site. I don't want to post it just anywhere. Can I email it to you directly.


 


we can view sony web page but with difficulty. I tried to got onto its support page and couldn't.


 


what do you mean please. You want me to turn the tv off?


 


 

Expert:  Shahid replied 3 years ago.
Hi Jill,

Please upload that picture at any following site..

http://minus.com/

http://imgur.com/

I guess that picture would show TV screen only so it may not compromise any thing to upload/ post it.
next option is to email to our customer service at [email protected] and they will forward it to me as website doesn't allow us to share our email address. Sorry for that.

Yes, unplug TV power cord from wall outlet to get it reset, replug power cord back in, turn TV on and check internet access.
Thanks.
Customer: replied 3 years ago.

ok turning tv off …...

Expert:  Shahid replied 3 years ago.
Thanks, please unplug Tv power cord for 10 minutes then replug.

Customer: replied 3 years ago.

are you waiting please?

Expert:  Shahid replied 3 years ago.
Yes Jill,

I'm waiting to see how unplug - replug worked.

Thanks.
Customer: replied 3 years ago.

its the same but we have you tubed it and it is saying that we could input a pin code into a browser window.


What browser address would we use please?


Also which code do we use.Is it the wireless key or admin password?


 


 

Expert:  Shahid replied 3 years ago.

Please try both keys as I'm not sure why it is asking that.
Since TV go to youtube.com that means it is getting internet access.
Please post back is it asking fixed pin code like four digits or so?

Thanks.

Customer: replied 3 years ago.

i did you tube on my laptop….


 


aim sitting next to the tv.


 


 


we are now trying to do Wireless network set up.


It says


Please enter the below PIN code to your wireless router. Within 2 minutes, select start to continue.


 


It gives a pin number which keeps changing.


 


we have no idea how to put this into a router and also this shouldn't need doing.


 


We have the passcode for everything but its just not working.


 


The tv is hardly on until the evening so not sure what the off option could do.


 


thankyou for patience. Really do want to sort this out.


 

Expert:  Shahid replied 3 years ago.
ah OK, it seems TV is trying to access to other computers through router.

- Can you please go to Built-in Wireless LAN option in TV menu to turn it Off?
Now go through network set-up and select wireless to proceed.

Also, did you check your router type, does it have WPS button at rear?

Thanks.
Customer: replied 3 years ago.

done that within two minutes. Router flashed blue light.


its says WPS router not found


press return to go back.


 


what shall i do please?


 

Expert:  Shahid replied 3 years ago.
Hi Jill,

I'm not getting info about WPS button on your router, can you please check it at your side to move forward?

Thanks.
Customer: replied 3 years ago.

sorry don't understand.


WE press the WPS button on the router.


 


i don't know what to do now.


 


it says WPS router not found.

Expert:  Shahid replied 3 years ago.
ah Ok, so router does have WPS button, good.

Need to press WPS button one time quickly (do not hold WPS button for longer time) when TV ask to do that.

Now please run the network setup one more time and press WPS button on router one time quickly when TV ask for it so TV can get security info from router automatically to finish the network setup.

Thanks.
Customer: replied 3 years ago.

i mentioned pushing the WPS button ages ago.


we have tried all that.


 


it would be good to know that we just press the button for a second or so.


 


the WPS router not found. Press RETURN to go back.


 


what shall i do know please?


 


it also seems that when we input the code there isn't an option to enter it.


The enter button is for putting in numbers and letters.


The only option is to press return and this takes us back to a page we had already been at asking for the code….


we just go round in circles.


 

Expert:  Shahid replied 3 years ago.
Hi Jill,

Please provide me pictures related to page asking code on TV, it would be helpful to figure out whats going on in TV.
You can upload picture at above mentioned sites or email it to [email protected] that may take longer time to reach to me.

Thanks.
Customer: replied 3 years ago.

don't want to go on to another browser.


i will email the pics to experts@


 


i am just trying to do something else and then i will get the images over to you.

Expert:  Shahid replied 3 years ago.

No problem Jill, please take your time and I'm waiting those screen images.

Thanks.
Customer: replied 3 years ago.

sending pics now to expert @ etc

Expert:  Shahid replied 3 years ago.
Sure, it may take some time to reach those images to me, I'll get back to you once receive those pictures.

Thanks.
Customer: replied 3 years ago.

we have two bar signal strength ….could this be the reason?

Expert:  Shahid replied 3 years ago.
Yes, that could be the reason of poor internet access signals.

Is router located at distance from TV?
Customer: replied 3 years ago.

8 meters away

Expert:  Shahid replied 3 years ago.
Any wall between TV and router can decrease signal strength and best alternate is to connect cat5 Ethernet wire from router to TV (wire connection) or bring router closer to TV (if possible for better signal).

http://upload.wikimedia.org/wikipedia/commons/b/ba/Cat_5.jpg

Thanks.
Customer: replied 3 years ago.

we can't have a wire crossing from two rooms.


It shouldn't be the reason that internet doesn't work on tv.


 


we can't move router.


 


Its really quite near.


I can get internet anywhere in the house on my laptop.


 


what shall i do now?


 


I realise its not your fault but I am exhausted trying to sort this. its taken hours. I do find this site quite difficult as its not possible to send you a message between your replies.

Expert:  Shahid replied 3 years ago.
I'm sorry for all that trouble for TV and site issues.

Laptop would have better wifi module inside that is why it gets better signal strength and TV seems have bit poor quality wifi module that is why it doesn't get good signal strength from router.

There is another option to take TV near router for network settings, once done put TV back in its place and check internet access.

Thanks.
Customer: replied 3 years ago.

ok we will try that.


Do we keep it on the lan setting then?


 


is it poss to get an email transcript of this incase i need to check back in again or contact sony direct please?

Expert:  Shahid replied 3 years ago.
Sure, please take your time, need to go for wireless setup in network setup option in TV menu.


Please email to customer support at [email protected] and ask for transcript of this question thread OR copy this thread and paste on MS Word.

Thank you.


Customer: replied 3 years ago.

ok thankyou for your time today.


 


good evening.

Expert:  Shahid replied 3 years ago.
You're welcome Jill.

Please feel free to respond if you have any additional questions.
A positive rating to answer would be greatly appreciated!
Regards,

Shahid.

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