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Rookie
Posts: 2
Registered: ‎05-06-2017
Message 1 of 4 (588 Views)

UBP-X800 does not connect to ethernet

[ Edited ]

I recently bought the UBP-X800 4K blu-ray player. I immediately updated to the latest firmware, but cannot connect through ethernet. Wireless is working fine, but I prefer the stability of ethernet as I have it available. The receiver next to the blu-ray is also connected through the same router and works just fine, I even swapped cable, no success.

 

Anyone elese having ethernet connection issues?

Moderator
Posts: 1,164
Registered: ‎11-04-2016
Message 2 of 4 (545 Views)

Re: UBP-X800 does not connect to ethernet

Hi Janpeels,

 

Welcome and thank you for considering the SONY Community!

 

We are sorry to hear that the player is unable to connect to the internet. Below are the troubleshooting steps we recommend to isolate the issue.

 

NOTE: Not all Blu-ray Disc players or network media players are supplied with wireless capabilities. To see if your player has wireless Internet functionality, check the specifications. Go to Manuals, Specifications & Warranty.

 

IMPORTANT: Prior to following the steps in this solution check the relevant FAQ below, and make sure that Internet connection settings have been performed.

 

  1. Turn off the power to your network equipment: (DSL or cable) modem, router, and player.
  2. Unplug all of your network devices including: (DSL or cable) modem, Voice Over IP (VOIP) modem, wireless access points, router and the player for two full minutes, making sure all lights on the equipment have turned off.

    NOTE: Certain VOIP modems (where your telephone is connected to your modem) may have a battery installed. You will need to remove the battery for the modem to turn off completely.

  3. Turn on the modem and wait for the modem to indicate that it is connected to the ISP.

    NOTES:

    • If the modem is not connecting to the Internet, contact your Internet Service Provider (ISP) for additional assistance with your Internet service.
    • If you need your account settings (such as a username and password for DSL customers), you will need to speak directly with your ISP.
    • If you do not know how to operate or access your network equipment, (such as your DSL or cable modem and router settings), you will need to contact the manufacturer of the equipment directly. If you are leasing the equipment from your ISP, please call your ISP for more details.
  4. Make sure the router is connected to the modem.

    1. Turn on the router and wait for it to finish booting up.
    2. You should see activity lights flashing for the WAN.

    NOTES:

    • If your ISP issued a bridge-type modem, connect the modem to the broadband router, and connect the router to the LAN terminal of the Blu-ray Disc system using an Ethernet cable.
    • If the modem is a router-type modem, connect the router to the LAN terminal of the player using an Ethernet cable.
    • Refer to the manual of the router for details.
  5. Verify that the modem and router are connected to the Internet by using a computer and viewing different websites.
  6. When using a wireless connection, turn on the player and check the Network Status.

  7. Change the Primary DNS to 8.8.8.8 and Secondary DNS to 8.8.4.4 in the Network Setup menu.

    After following the steps above and confirming that the modem and router are connected to the Internet, follow the steps below:

    1. Turn off the player and unplug it from the wall for one full minute.
    2. If the problem still exists, perform a Factory Reset.

      1. Using the supplied remote control, press the HOME button.
      2. Select Setup or Settings.
      3. Select Resetting.
      4. Select Reset to Factory Default Settings.
      5. Select Network Settings.
      6. Select Start.
      7. Once the reset is complete, perform the Network setup again.

        NOTE: Additional information about performing a factory reset on a Blu-ray Disc player or Network media player is available.

    NOTE: For DSL customers, the router setup might require the entry of a user name and password, and the router will be set to PPPoE.

     

    Additional steps are available if the message Physical Connection Failed or Internet Access Failed appears after following the steps above.

 

Regards,

~Erin

 

If my post answers your question, please click the button below "Accept as Solution".

Rookie
Posts: 2
Registered: ‎05-06-2017
Message 3 of 4 (497 Views)

Re: UBP-X800 does not connect to ethernet

Sorry for my delayed response as I was traveling.

 

I have tried your network reset and cable swap and come with the same result, connecton FAILED. No problem with WiFi

Highlighted
Moderator
Posts: 1,164
Registered: ‎11-04-2016
Message 4 of 4 (444 Views)

Re: UBP-X800 does not connect to ethernet

Hi Janpeels,

 

Welcome to the SONY Community!

 

Thank you for providing us an update about the issue. It is sad to hear that the troubleshooting steps did not resolve this. Have you tried contacting our product support team? If not yet, you may visit this link for the hotline number to call for further assistance: https://esupport.sony.com/US/p/select-system.pl?DIRECTOR=CONTACT.

 

 

Best regards,

~Erin

 

 

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