TV & Home Theater

[gizemk]

Hi, 

A couple of weeks ago I purchased a Toshiba 43" 4k LED TV (43LF621C19). Everything was fine and I was very happy with my purchase, until one day I got the connectivity issues screen. 

"Your TV cannot connect to the Amazon Cloud Services. Features that require internet connectivity have been temporarily disabled." 

There is nothing wrong with my internet, and every electronic device in my home that requires internet is working absolutely fine. I thought it might be a range issue so I moved the router closer, didn't help. I reset my internet several times, didn't help. I unplugged the TV and restarted it several time, didn't help. 

Can you please help me? I have a TV I cannot use and it's really annoying that I can't seem to figure out why. 

Thanks.

[gizemk]

I also need to add that when there is an internet connectivity issue, my remote also doesn't work, so I cannot find a way to go back to the factory settings or trying anything, really.

[Diazj82]

I have the same problem, I just posted on this yesterday

[Mariah-BBY Retired: Social Media Specialist]

Hello gizemk,

Welcome to our community! Thank you so much for your patience as you had waited for our reply. We really do appreciate the time you’ve taken to post to our community.

Can you please try a speed test on your internet? You can use this one here created by Geek Squad. Have you connected an ethernet cable to your TV to see if that improves the connection? Also, depending on the kind of router and the connect it’s putting out it may not be feeding enough or prioritizing your TV’s connection.

You can reset your TV back to factory settings by following the prompts noted below:

Press Home, then select Settings. Select Device & Software, then select Reset to Factory Defaults.

Please remove the batteries from your remote and roll it button side down on a firm surface slowly. Then I’d recommend trying a pair of new batteries to see if that resolves the issues with your remote.

Let us know if you’re still having an issue and we’d be happy to continue to help you troubleshoot or point you in the correct direction for troubleshooting.

Respectfully,

[gizemk]

Hi Mariah, 

Thank you for your reply. Even though I'm not sure if you've read the second message. 

My modem and my TV are not close enough to be able to be connected by an ethernet cable so no, I haven't tried that (they are in different rooms). I used the TV with the same internet connection when the modem was even more far away for about 2.5 weeks, and it was fine. Suddenly I started getting this screen.

When I click on the speed test link you've given me, it asks me to select my country and then directs me to the Best Buy website. I cannot find the test you've mentioned here. The only Geek Squad related thing I can find is terms and conditions. Can you please provide the correct link?

Also, as I mentioned in my second message, the remote doesn't work. Well, sort of. On/off button is the only button that works, so I can turn on the tv, but I can't do anything else. So the resetting option you've mentioned is not possible. 

Trying on new batteries also didn't help. I don't think batteries are the problem, since the on/off button works. 

The problem still persists and I think I have no other chance but returning this product. Less than a month into purchasing and it already stopped working. It's quite frustrating. 

[Mariah-BBY Retired: Social Media Specialist]

Hello, gizemk,

The correct link should be: https://www.bestbuy.com/site/tech-tips/broadband-speed-test/pcmcat748301880041.c?id=pcmcat7483018800.... I’m sorry that you had difficulties with the hyperlink I shared with you prior. Can you please confirm that you’re in the United States?

Were you able to roll the remote button side down on a hard surface like a table or countertop? This should unstick any buttons in the future if you encounter similar issues with a remote not working properly. However, moving forward I agree it sounds like something else may be up with your TV. It would be good to visit your local Best Buy to discuss an exchange. They may also be able do some troubleshooting to rule somethings out too in-store. 

Kindly,

[gizemk]

Hi Mariah, 

I am in Canada, actually. Do you think that's the reason I can't access the link? 

I was able to roll the remote button side down on a hard surface. But again, I do not think it's about buttons being stuck (since none of the buttons except the on/off button is working). 

I will be returning the product. I have seen online that many people have this issue, so I think there is something faulty with the series. 

Thank you for all your help.

[Mariah-BBY Retired: Social Media Specialist]

Hello, gizemk,

That’s most likely! Please note that our community is more geared towards our friends here in the US. Our friends to the north can use our Canada Best Buy Forum Community here: https://blog.bestbuy.ca/best-buy-forum/forum-landing-page. Also, any polices referenced here on forums.bestbuy.com are in reference to BestBuy.com and our store locations in the United States. Best Buy Canada issues are a tad out of our wheelhouse here.

However, that being said I’d highly recommend discussing an exchange or return with your local Best Buy. You’re welcome to double check their Return & Exchange information here https://www.bestbuy.ca/en-CA/help/returns-and-exchanges/hc1075.aspx?NVID=footer;order%20support;retu.... I wish you the best of luck getting something that works best for you!

Respectfully,

[TucsonMichael]

Help!  My new Toshiba Fire Smart TV wont connect to the internet, either!  Model: 55LF621U19.   Don't blame the speed of my Xfinty internet, it's fine.  Help! 

[TucsonMichael]

I can't connect it to and ethernet cable, its too far away - I bought it because its wireless.