TV & Home Theater

[Mariah-BBY Retired: Social Media Specialist]

Hello TucsonMichael,

Welcome to the Best Buy Support Online Forum Community! Thanks for sharing that you’re having similar issue with your 55”. I’d be happy to offer some troubleshooting support to you.

Have you tried to reset the TV back to factory settings? Also, have you power cycled the TV? Can you please try to connect a streaming device? By connecting to a streaming device we’d be able to pinpoint the issue may be the wireless card in the TV if the streaming device performs as expected.

Also, you’re welcome to return the TV under your Return & Exchange Promise if you believe it’s defective unit.  Additionally, your also welcome to seek Geek Squad’s assistance by calling (800) 433-5778 under your warranty.

Respectfully,

[BoomerNH]

I bought my 55" fire TV on Saturday and it has been working great until this morning when I received the "can't connect to cloud services" message. Cable and wifi are working perfectly.

[gizemk]

Hi all, 

Even though I'm Canada (and mistakingly posted on the US forum) I just wanted to write here that I returned this item. I sincerely believe that there is something wrong with this series, since lots of people are experiencing the same issue. 

Best, 

[Mariah-BBY Retired: Social Media Specialist]

Hello BoomerNH,

What model number do you have? Are you trying to use Netflix or a different application? We’d be happy to see what troubleshooting advice or additional insight we can offer you moving forward.

Respectfully,

[BoomerNH]

Hi Mariah,

I did the factory reset and everything then worked fine.

Thanks for the follow-up. I love the TV.

Best,

-Fred

[Mariah-BBY Retired: Social Media Specialist]

Fred,

That’s great to hear! We’re happy that you LOVE the TV. Let us know if you happen to have any other questions or concerns in the future. We’re always happy to see how we may be able to help.

Respectfully,

[crookscl]

I have had my Toshiba Fire TV for 12 days.  Turned it on 10 days ago and it worked great until day before yesterday.  Exact same problem as described by others.  Worked fine until a message came up that it was not connected to the Internet.  All other devices in the house are operating perfectly and no Internet issues.  My remote will only turn on and off.  No other buttons work so I can't get my TV reconnected by accessing settings.  I called Toshiba and they had me unplug the TV, hold down the on/off switch on the remote, replug the TV and hold down the home button.  Nothing!  They are sending me a new remote.  I am not waiting on that remote I am returning this junk to Best Buy.  I am within my return period so they best take it back.  Apparently this TV has some serious issues with this problem.  Sounds like they need to recall the TV.  

[alespinor]

Good Morning Best Buy Support Forum,

I just purchased yesterday my new 43 Inch Toshiba Fire T.V.

in attempting to set up after setting up my wireless router 

connection in which I use the NetGear 5G then I watched 

the video introduction of Fire T.V. when the option to select

Full Experience for Amazon or Basic my remote control and 

set up froze? I then proceeded to unplug the T.V. to reboot

and also remove the batteries from the remote and place them

back in hoping that the television would go into reset mode?

Instead once I restarted the television it ended up going to 

the language choices however once again the remote was 

unresponsive and was not able to proceed with competing

the set up wizard?  I already returned the first T.V. and exchanged

it for another of the same Fire TV but once again encountered the

same issue? The set Up Wizard and Remote won't work or can't 

complete the set up? Please help?

[Mariah-BBY Retired: Social Media Specialist]

Hello, alespinor,

Welcome to our community! We’re sorry to hear that your exchanged Toshiba Fire TV isn’t working much better than the first one you had purchased. We’d be happy to see what troubleshooting options we can provide, however, if they don’t end up working out for you we’d recommend looking into the exchange options again.

Can you please remove the batteries from your remote and roll your remote button side down on a hard surface? This will unstick any buttons that may be stuck. Also, can you please check the back of your TV for a reset button option? While reviewing the manual for both of the Fire TVs we have offered on BestBuy.com, I’m not seeing one noted in the manuals. Alternatively, you can try to reset it by following these prompts within the menu settings- Press Home, then select Settings. Select Device & Software, then select Reset to Factory Defaults.

Also, can you please try to connect via a Ethernet cable for the setup? This may improve your odds of success for the setup and firmware update that may need to occur. We look forward to your reply to hear if any of those steps work out for you.

Respectfully,

[Mabarnes]

Moving around the batteries in the remote is not going to help. This version of tv uses a smart remote, so you cannot use the remote (other than on off) if there are connectivity issues. There has to be another way to reset to factory settings other than using the remote. PLEASE HELP!