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Article ID : 00195461 / Last Modified : 04/14/2021Print

The Wi-Fi Signal on My Device Drops Out or Loses Connection

    A weak signal strength can cause connection issues with your internet device.

    Solution

    Follow the steps below to troubleshoot your connection:

      • If your router can't connect to the internet, refer to this article about internet connection failure.
      • If you can't perform a connection diagnosis or if the problem is with your wireless connection to your router, proceed to the next steps.

      1. Unplug the power cord of the router from the electrical outlet for 30 seconds.
      2. Plug the power cord back into the outlet, and wait until the flashing light indicate that the router has completely restarted (refer to the router manufacturer).

      • If other devices can't connect, the wireless router may need replacement.
      • If the other devices can connect, open the network setting screen of your device, and check if the Service Set Identifier (SSID) of the device is the same as the device that was able to connect. If the SSID of the connected device is different, set your device to use that SSID.

      • The SSID and security key are listed at the bottom of the router or on the router's manual.
      • If the SSID of the router isn't displayed in your device's settings, make sure the SSID stealth function on the router is disabled.
      • Depending on the router, you may be able to use more than one SSID. In this case, try a different SSID with your device and check if the issue is resolved.
      • SSID passwords are upper and lower case sensitive, so make sure you enter the password correctly. Here are some commonly confused characters:
        • I (capital i), l (small L) and 1 (number one)
        • 0 (number zero) and O (capital o)
        • d (small D) and b (small B)
        • 9 (number nine) and q (small Q)

      • The proximity of your device to your router will affect signal strength. If possible, use your device in the same room as your router, or setup the router in a central location in your home. Another option is to use a wireless repeater or extender to help magnify the signal.
      • Keep your router away from metallic objects, objects containing water, and objects that contain moisture, such as books. It is recommended to place the router at a height of more than one meter (three feet) from the floor. Concrete, marble, and brick will also negatively affect the router.
      • If your router is connected to multiple devices, the speed may be slow. Power off other devices or turn off their connection to the router, then check if the signal strength has improved.
      • If the router has an antenna, adjust the antenna direction.

      • If the Media Access Control (MAC) address filter is set to on, make sure the MAC address of your device is registered with the router.
      • If the router uses multiple frequencies (ex: 2.4 GHz, 5 GHz), try a different frequency.
        • Some devices can't connect to a 5 GHz connection. Check your device specifications. Manuals are posted on your model support page.
        • A 5 GHz connection is more susceptible to obstacle interference. If you can't change frequencies, install the router and TV in close proximity.
        • Make sure your device isn't placed near other devices that use 2.4 GHz connection if you have a 2.4 GHz connection. Examples of such devices are Bluetooth® devices, cordless telephones, baby monitors, microwave ranges, etc., which may cause interference.
    7. Change the channel of your router to see if the signal strength improves.

      Note: There are tools (online or via app) available that can be used to inspect your wireless network.

    8. Make sure that your router has the latest firmware update installed. These updates often improve your router performance. Refer to your router manufacturer for updates.
    9. If you're connected to an unsecured wireless network, such as a guest network, you may experience issues. Instead, use a secured Wi-Fi® network (indicated by a lock icon) in your device's Wi-Fi settings list.
    10. If you selecteed WPA TKIP wireless encryption during the setup operation, change the setting to WPA AES.

    If you continue to experience network connection issues after you follow all of the steps above, another option is to use a wired (cable) connection from your device to your router or modem.

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