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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 38378
Experience:  Electronics Engineer
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My e6100 DVD player is claiming an internet issue. It can find

Customer Question

My e6100 DVD player is claiming an internet issue. It can find the router but claims a problem with the internet connection. I have checked this it is working. Any ideas?
Submitted: 2 years ago.
Category: Electronics
Expert:  Richard replied 2 years ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
Can you tell me please, how long ago did it stop working?
And what is the make and model of your wifi router?
Customer: replied 2 years ago.
Been working fine until yesterday lunch time, had the box for a couple of years. Virgin wifi, router is a super hub 2
Expert:  Richard replied 2 years ago.
Thanks Peter
What happens is the super hub can get a faulty lease for devices and then stops them from connecting, this is likely what happened for you, so we reset the super hub.
To do this Find the Ethernet connection points on the Super Hub 2.
Above the Ethernet points, you will see a pinhole marked 'RESET'. Use a paper clip or pen to press the pinhole reset button for 20 seconds.
The Super Hub 2 should now revert to its factory default settings – the same as those listed on the information panel on the bottom of the device.
Then turn off the power to the Super Hub 2 for 60 seconds and then turn it back on.
Once the reset is complete and the Super Hub 2 has been restarted, you will need to set up any previously connected computers or devices to reconnect to the wireless network.
Then tell me if the player now connects.
Let me know the results please
Customer: replied 2 years ago.
No luck, still reading the same message. Connected to wireless network, but not to the internet
Expert:  Richard replied 2 years ago.
ok, then to rule out the firmware on the player as the issue we will have to reset it. This returns the player to new and reloads the firmware
To do this
Press the HOME Button to move to the Home screen.
Remove any disc or USB storage device.
Press and hold the image button on the front panel for 5 seconds or more.
All settings will revert to the factory settings. Password : Enter the desired 4-digit password ***** the number buttons. Default password ***** ***** to 0000.
Then connect it to the wireless and tell me if it now gets internet please Peter
Customer: replied 2 years ago.
Sorry, what is the image button?
Expert:  Richard replied 2 years ago.
Sorry, this editor took the picture out.
Its the Square button, with the picture of the square on it
Customer: replied 2 years ago.
When you say front panel do you mean on the front of the DVD player, there is no button with a square on it
Expert:  Richard replied 2 years ago.
yes on the front of it.
If there is no Square, then you have the model with the Play and Pause (triangle and two lines)
Do you see that button then? Use that one instead please
Customer: replied 2 years ago.
No same message as before
Expert:  Richard replied 2 years ago.
Did it do the reset Peter? You had to choose a language ect on the player?
Customer: replied 2 years ago.
Yes , then it asked me to select a wifi
Expert:  Richard replied 2 years ago.
Then it connected, then said no internet right?
Customer: replied 2 years ago.
Yep
Expert:  Richard replied 2 years ago.
ok, we will try to manual set the settings.
Are you on a windows computer here?
Customer: replied 2 years ago.
Yes
Expert:  Richard replied 2 years ago.
ok, click start, type in CMD and press enter
Then in the black window type in
ipconfig
press enter
tell me the ipaddress and default gateway please
Customer: replied 2 years ago.
Fe80::4094:3e72:937a:5888%11
192.168.0.1
Expert:  Richard replied 2 years ago.
Thanks
On the player go to Settings, Network, Network Settings.
Then IP Settings, and switch from Automatic to manual settings and use these settings
IP: 192.168.0.222
subnet: 255.255.255.0
Gateway: 192.168.0.1
DNS: 4.2.2.2
Save this then tell me if it now connects to the internet please Peter
Customer: replied 2 years ago.
Still sending the same error massage.
Expert:  Richard replied 2 years ago.
Thanks, ***** ***** the problem
It is the internal network card that has faulted.
A corrupted firmware can cause this. But we have ruled this out by reinstalling it. Same goes for the wireless router
I am really sorry about this and you are going to have to return the player to have the card replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
Thank you
Richard and other Electronics Specialists are ready to help you
Expert:  Richard replied 2 years ago.
Peter, Just been informed the Samsung central server is down.
This is why, they are working on it as we speak.
We need to allow a few hours for them to bring this up and your player then works