Article ID : 00090870 / Last Modified : 18/06/2019

Error: Internet Access Failed.

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Follow these steps to troubleshoot what may be causing the Error: Internet Access Failed.

NOTE: Because each of these steps represents a possible solution to this issue, check the network status on the unit after completing each step.

  1. Make sure the modem and router are connected to the Internet by using a computer and viewing different websites.

    NOTE: If the computer or other Internet devices cannot connect to the network, the issue might be with the Internet service. Contact Internet Service Provider (ISP) for further assistance

  2. If using a wired Ethernet connection, try connecting the Ethernet cable to a different LAN port on the router.
  3. If a secured wireless network is being used, make sure that the security key passphrase is entered correctly.

    NOTES:

    • Security keys or passphrases for wireless networks are case sensitive. Depending on your product there are different ways to select capital letters or numbers.
    • You can use a computer to verify the security key.
    • If the security key or passphrase cannot be checked using available tools, refer to your ISP for further assistance.
  4. Make sure an IP address is shown. If no IP address is showing, power reset the Sony product and network equipment -cable modem and router- by unplugging the power cords for 30 seconds.
  5. Make sure the product has the latest system software update installed.
  6. If the problem exists, reset the unit to factory settings.

    NOTE: For details on how to reset the device to factory settings, refer to the operating instructions that came with the Sony product.

This error can be caused by other factors such as below:

  • Dial-up Internet service is not supported.
  • Proxy connections are not supported.
  • Networks that require a log in for authentication such as a Virtual Private Network (VPN) or a PPoE are not supported.
  • Firewall settings of the router may need to be disabled, refer to your ISP for further assistance.