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Sony Android TVs Keep Dropping Nest WiFi Ethernet Connections

davinwv
Community Member

I just upgraded a 5-point OnHub / Gen 1 Google WiFi system with a 5-router Nest WiFi system. All other system components mentioned in this post remained the same between the two systems.

My gigabit fiber connection comes into my home via an ONT. The ONT is plugged into the ISP's required Zyxel router in bridge mode. The Zyxel router is plugged into my primary Nest WiFi router. The LAN port from the primary Nest WiFi router is plugged into a TP Link unmanaged switch to distribute connectivity through my house's built-in Ethernet cabling. All 4 of the other Nest WiFi routers (not points) are using wired backhaul through the house / TP Link switch, but were initially set up wirelessly as recommended by Google.

I have Sony Android TVs plugged into the LAN ports on two of the non-primary Nest WiFi routers. These Sony TVs lose Ethernet internet connectivity at least once a day, with only a TV restart and accompanying Nest WiFi router restart sometimes restoring the connection. The on-board network troubleshooter on the Sony Android TVs says that it can find a LAN connection through Ethernet, but not an Internet connection. I have a desktop PC connected via Ethernet directly to a wall plate, and it doesn't seem to lose connection in this way, so I don't think that the TP Link switch is the issue, since the same switch is feeding the desktop.

What can I try to rectify this? I'm loosing patience with rebooting TVs and WiFi mesh points every day. I've also restarted the entire system from the Google Home app, but that didn't help, either. Should I power everything down and power individual things back up by hand in a certain order?

Thanks in advance for any help!

38 REPLIES 38

UltramanDad
Community Member

Same issue here.

Describe your situation more. How long have you been on a Nest WiFi mesh system? How long ago did the behavior begin?

The router is continuously dropping my connection. My television is hardwired to the network, and so far has informed me the network is connected and then disconnected every few seconds. I thought it was my modem or ISP at first, but after 2 new docsis 3.1 modems and a new cable installed outside, it has to be the only other piece of hardware left unchanged, the Nest router. This has been an issue for months. 

Is your TV hardwired through the LAN port of a Nest WiFi router, or just through a wall plate in your house?

I wonder why Don't Android TVs won't just reconnect via Ethernet.

The TV does not "reconnect" because the TV's network adapter has latched up. Powering down the TV put the network adapter into low power mode, but does not turn it fully off. It needs to be able to respond to WakeOnLan. Hence, when the adapter latches up, the TV must be restarted to clear the issue.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. I'm sorry to hear that you're having an issue with your devices being disconnected from your WiFi. I'd love to know more about this, and I have a few questions:

  • Are you only experiencing this on the TV?
  • Are there any other devices that are plugged in with ethernet connection? 
  • Are they getting disconnected at a specific time?

Looking forward to your response.

 

Thanks,

Edward

 

davinwv
Community Member

As I said in my initial post, I have three (3) devices connected to the Nest WiFi mesh via ethernet: the two (2) Sony Android TVs and a Dell Desktop PC. I haven't noticed the Dell PC disconnecting like the TVs, but I guess it might just be better at getting itself reconnected in the event of a drop.

This also might be related to the larger WiFi connectivity dropping bug that plagues the Nest WiFi units. 

EdwardT
Community Specialist
Community Specialist

Hi davinwv,

 

Thanks for the response. Could you also share the gateway IP address of your Google WiFi? Also, did you experience this since your Google WiFi was set up?

 

Thanks,

Edward

davinwv
Community Member

I never experienced this issue with my old OnHub / Google WiFi mesh system, but it has been occurring since I upgraded to a Nest WiFi system.

Where in the Google Home app would I find the Gateway IP address?

davinwv
Community Member

I asked @EdwardT where to find the Gateway IP in the Google Home app 3 weeks ago!

 

Does anyone else know where to find it?

Jeff
Community Specialist
Community Specialist

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

davinwv
Community Member

@Jeff 

Could you please share the version number of the new firmware update so that we can confirm when our units receive it?

Jeff
Community Specialist
Community Specialist

Sure thing, davinwv.

The new version number for both Google and Nest WiFi is 14150.43.80. 

Let me know if you have any other questions.

davinwv
Community Member

@Jeff 

Thanks very much. Is there any way to force the update?

 

Mine are all currently on 13729.57.27.

Jeff
Community Specialist
Community Specialist

The firmware version you listed there is the September 2021 version, so you're still on the older version. The new version number, for both Google and Nest WiFi, will be 14150.43.80.

Thanks.

davinwv
Community Member

Is there any way to force the update to 14150.43.80?

Jeff
Community Specialist
Community Specialist

Hey, davinwv.

There's no way to force the update. It will download and install as it's ready. They release the update in waves to users and some people will receive it at different times than others.

Thanks.

Bri0628
Community Member

I am having the same issue & getting error message:

Your router broadband router may be incorrectly set up to connect to your Internet service provider such as an incorrect PPPOE setting to set up your water correctly referred to the rotors instruction manual or website or consult the routers manufacture if you were uncertain about the set up information of your provider such as your account name and password consult your provider.

 

any ideas how to correct this? 

I can’t check for firmware update because it won’t connect to the internet: I am using Wi-Fi not hard wired Ethernet. 

Bri0628
Community Member

Also, all of my other devices are connected to Wi-Fi fine. It’s only the tv that’s having issues. My 2 cell phones, laptops and iPads are all connected and working without issue. 

Jeff
Community Specialist
Community Specialist

Hey, everyone.

I wanted to check in as the rollout is still happening to see if anyone has received it or has seen any changes in their situation. If you have anything to update us on, just drop it here.

Thanks.

davinwv
Community Member

My units haven't yet received the update.

Jeff
Community Specialist
Community Specialist

That update should be landing soon, davinwv. Within the next 10 days, every device should have received the update.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, davinwv.

The update should have arrived by now. If not, try power cycling your network devices to see if that prompts the update to start.

Thanks.

Apetrosino
Community Member

I received the update. It appears I now have these issues others were talking about after the update. Has been fine but last Friday I lost all internet. Went back and forth with Spectrum, did Factory resets and had provisions sent to the router. It was hardwired to an 8 port tp-link switch. Sony TV was hardwired as well. After much troubleshooting I was able to get internet back after unplugging the ethernet cable from the TV and strictly using Wi-Fi for now. I also had to unplug a Fire TV that was hardwired

davinwv
Community Member

My Nest WiFi units have had the update for nearly two weeks, and I can report that both my Sony Android TVs are exhibiting the exact same Ethernet disconnection behavior as they did prior to the update.

After unplugging power from both the Nest WiFi unit a TV is connected to and the TV itself, the Ethernet connection to the internet might last a few hours before disconnecting again (and never reconnecting - just being stuck on "Checking . . ." in the Network menu of Settings on the TV.

@Jeff - This is becoming very annoying - to the point where I now check the Network menu in Settings each time I turn on a TV. I'm using the built-in WiFi as a backup, but I shouldn't have to do that!

This is not the type of experience I expect when using Android TVs with Google's own mesh networking system.

Please share this feedback with the relevant teams within Google and keep us updated regarding additional solutions to this issue.

I am getting this behavior too, but I can also say I saw this with two different isps.  I was with att uverse and google fiber.  Sony tv seems to drop ethernet and I need to restart the tv to get it to automatically pick up again.  It's terrible.  I am with mesh router with Google using Google fiber and it's my only system with the issue.

Mesh system seems worst.  Happens way more often

@davinwv: the behaviour you have described is independent of the mesh system. It is related to the Sony Android TV. You should open a support ticket with Sony. They know about this issue, but the more people that complain, the more attention it will get.

There is an issue with the Sony Android TV maintaining an ethernet connection (hardwired LAN connection). The issue only presents when the TV is powered OFF. The Dell PC is not better at reconnecting - it is better at not dropping the LAN connection in the first place 😉

Note: you won't be able to get the TV reconnect without a restart even if you unplug the ethernet cable and replug it; you also won't be able to switch over to WiFi once the ethernet adapter has latched up, without first restarting the TV.

Arctic_Hare
Community Member

@davinwv The issue you are describing with your Sony Android (Google) TV is not specific to Nest products. I and many other owners of Sony Android (Google) TVs are experiencing this issue - and, I don't own any Nest products. Many people who experience the issue you have described to have a Control4 system (as do I), but that also seems to be more coincidence than necessary.

Sony is aware of the issue and is trying to determine the cause.

 

davinwv
Community Member

Wi-Fi connects just fine after unplugging the Ethernet cable without a restart or power cycle.

I would much rather have Ethernet working consistently, though.

 

Curiously, both of my Sony Android TVs used to have this issue. Now, only the newer one has the issue. The older stays connected via Ethernet with no issues now. I'm not sure what changed.

Do either or both of the Sony TVs use the Wake On LAN feature - i.e. is there any other device in your network that would be attempting to communicate with the TVs while they are powered down? In my case, it is Control4 that will communicate with the TV when the TV is powered down - specifically to tell the TV to turn on.

Yes - we have many Google Home devices that we sometimes use to power both Sony Android TVs on and off.

As I stated above, the curious thing is that this type of LAN activity works just fine, but the TVs lose Internet connectivity.

When I run Network Diagnostics on the TVs, LAN is always shown as OK, while WAN is shown as failed 

When I run Network Diagnostics I usually get the same result you described (i.e. OK; OK; Failed), but if I leave it in that state it will eventually progress to OK;Failed:Failed (i.e. OK cable; Failed LAN; Failed WAN). Control 4 addresses the TV by Web API using MAC address; there may be some difference between the Control4 protocol and how your devices interact. I can state for certain that my TV will eventually stop responding if I PING the TV's IP address. In my case, the first thing we notice is that the Control4 can't turn on the TV. When that happens, we also have lost the internet connection and the TV won't respond if we PING the TV's IP address (which I have reserved in the router). You might try PINGing your TV from a PC next time the TV loses the LAN connection and see if it is reachable.

One further thought... if I am not mistaken, when the TV is configured to be controlled by Control4 via Web API it puts the TV's network adapter into a lower power (when the TV is powered off) compared with the state the network adapter is in when used with other forms of control by other devices. One can put the network adapter into a higher power sleep state by choosing Simple IP control instead of Web API control. The implication to non-Control4 users is that their TVs may be in the same power state as those using Simple IP Control with Control4. All that to say, that this may explain why there is minor difference in behaviour between TV owners that use Control4  in Web API control mode and all other users. The interesting thing though is that so far, all cases that I have heard of do use some device other than the TV's remote control to wake/control the TV by LAN connection (ethernet or WiFi).

@davinwv: Try switching the "Simple IP Control" setting to ON (if it is currently set to OFF) and see if that makes a difference in your case; it seems to be a robust workaround in my case.

Arctic_Hare
Community Member

Here is a link to a discussion of the same issue with Sony TVs dropping LAN connections in the Control4 forums: https://www.c4forums.com/topic/39347-sony-tv-not-staying-connected/#comment-307113

 

Celphami
Community Member

So is there a solution yet?