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Richard
Richard, Engineer
Category: Consumer Electronics
Satisfied Customers: 58113
Experience:  Electronics Engineer
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Our amazon fire stick on the TV screen it says disconnected

Customer Question

Hi our amazon fire stick on the TV screen it says disconnected network? All other other devices are working
JA: How old is your Fire?
Customer: I think it is nearly 2 years old
JA: What have you tried so far with your Fire?
Customer: I have turned the router off and rescanned
JA: Anything else you want the Android Expert to know before I connect you?
Customer: I don't think so it just suddenly stopped but all other electrics are working in the house
Submitted: 7 days ago.
Category: Consumer Electronics
Expert:  Richard replied 7 days ago.

Hi there and welcome to Just Answer, my name is Richard and I look forward to helping you.

I’m sorry to hear you're having trouble with your fire stick. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the fire stick(so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the fire stick, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 7 days ago.
Okay I will do this and message back. Jenny
Expert:  Richard replied 7 days ago.

Thank you Jenny.

Customer: replied 7 days ago.
it is not working after the disconnection
Expert:  Richard replied 7 days ago.

If you now go to Settings, Network on the fire stick and connect it to the wifi network, does it then connect for you?

If not, what then happens?

Customer: replied 7 days ago.
no it says disconnected even when we rescan
Expert:  Richard replied 7 days ago.

Which HDMI port is the sitck connected to on the TV?

Customer: replied 7 days ago.
I think it is the only one we have but it has been in that port for the last 2 years
Expert:  Richard replied 7 days ago.

Can you tell me which one it is please, check on the TV for it.

Customer: replied 7 days ago.
HDMI1 port
Expert:  Richard replied 7 days ago.

Ok, now use the remote for the TV and use the input button to set it to HDMI 1

What do you then see?

Customer: replied 7 days ago.
HI it is set on HDMI1 it says a network error has occurred and is disconnected
Expert:  Richard replied 7 days ago.

I want you to reset then the Firestick please

To do this

  1. Go into the Settings area from your Firestick home screen.
  2. Head to the right and click on the System section.
  3. Scroll down then click Reset to Factory Defaults.
  4. You will be warned You are about to reset your Fire TV to its original factory settings. Your sign-in information and personal preferences will be lost. Go ahead and click the Reset button.

Then set it up again and tell me how it now functions.

thank you

Customer: replied 7 days ago.
Hi I have done all of that and it is still not working, I think it must be the stick as our alexa is working and all other mobiles etc
Expert:  Richard replied 7 days ago.

Can you tell me the make and model of your wifi router please?

Customer: replied 7 days ago.
it is a hub 5 BT
Expert:  Richard replied 7 days ago.

On the back of the hub is a reset button, push and hold it in for 5 seconds then release.

Wait out 5 minutes for it to restart, when it has, try to connect the firestick again to the wifi network and tell me how it then functions please.

Thank you