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Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

I have also posted this to Samsung community boards because at the moment I'm still not sure who owns this issue!

 

To start off this long winded explanation of a problem I will say I have a 2018 Samsung QN55Q6FNA QLED TV that performed all functions as expected until I upgraded my router/modem.

 

I was previously using Optimum's Modem Arris TM1602 and Optimum's Router Sagemcom F@st 5260CV and all services were working fine on my TV. I upgraded to the brand new Netgear Nighthawk CAX80 and when I connected my TV to the network, Samsung's autoinstalled app TV Plus stopped working. All channels appear in the channel guide and are selectable but when I select a channel it does not load and instead provides an error message "Error. There was a problem while trying to play the TV PLUS channel. Check your network settings or try again later." I must specify ALL other internet connected apps have been working as usual (Netflix, Hulu, Amazon Video, etc.), only TV Plus is encountering this issue.

 

In terms of troubleshooting the TV, I've tried everything I could think of including: Upgrading Firmware (current T-KTM2AKUC-1294.1, BT-S), resetting network connection, using wired connection, using wireless connection (only 2 feet away from router), auto scanning channels again, turning off IPv6, power cycling TV, unplugging/plugging back in TV, signing in/out of Samsung Account, Resetting Smart Hub and ultimately doing a factory reset. However, I did try connecting the TV to my phone, using my phone as a hotspot and boom! TV Plus started working again. Then, I connect it back to the router and TV Plus goes offline again.

 

These steps led me to believe for sure it is a router issue somehow blocking access to TV Plus. That is until I remembered I have a 2016 Samsung UN43KU6300 that I rarely use for streaming purposes. I figured let me give TV Plus a shot on the older TV. Using the same wireless connection, to my surprise, TV Plus started working on my 2016 TV, running on software version 1242. A quick note about that 2016 TV is that it had been acting up ever since my house was struck by lightning (2018) while it was powered on, frying the main board. I had managed to obtain a new main board, pop the covers off and replace the fried board to successfully revive the TV but still things sometimes act up a bit. Besides the point, my thought now is that the newer software version 1294 is somehow not compatible with my router in terms of TV Plus but the older version is. Is there a way I can downgrade my 2018 TV's version to match the 2016 TV, flash drive side loading perhaps? Or can I bypass some type of restriction on the router that was blocking a certain communication my 2018 TV was asking for?

 

It is also worth noting my old modem Arris TM1602 was using the DOCSIS3.0 protocol while the new router/modem combo uses the DOCSIS3.1 protocol.

 

I have been in contact with Samsung Experts who have taken remote control of the TV and after 50+ minutes came up with the conclusion that it must be the Modem/Router causing the issue (since it worked on my mobile hotspot) and redirected me to my Modem/Router Supplier, Netgear . I then contacted Netgear Experts to tell them everything I had learned only for them to tell me it must be a TV issue (since the 2016 TV connected to the same network) and they redirected me back to Samsung. I fear I will be in this Ping Pong of deflections for eternity which is why I came to this message board.

 

If anyone has any knowledge or information please share. I am an engineer and a perfectionist and it's eating away at me not knowing the solution to this problem! Thank you all who have read this far!

Model: RAX80|Nighthawk AX8 8-Stream WiFi Router
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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

What you could try doing? 

Put the samsung tv's ip address into the netgear's DMZ. Its kind of a shotgun approach but worth it to see if something incoming is being blocked. 

https://kb.netgear.com/25891/DMZ-on-NETGEAR-routers

 

I've got the CAX80 and a samsung tv (not at home to see which one but its older) and its been working great. No issues on it or my Sony 4k or hisense 4k. 

 

something else to check into is the Optimum service. Maybe their app has to connect to specific device to have full service. I had to have a dish device added to my network to stream espn off my apps to "prove" i had their service. Not sure how optimum does it with their service. 

CM2000-> Arris W31-> GS716v2-> TP-Link M9Plus
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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

Thanks for your input. Unfortunately, DMZ did not solve the problem.

 

I have a Sony 4K as well. Everything works fine on that and on the smaller Samsung. I am only seeing this problem on the larger Samsung. I wanted to test other apps on the larger Samsung and it seems all regular streaming services work fine (Netflix, Hulu, Amazon Video, and Disney+), the problems occur when I try to use Live TV type app like "TV Plus", "CBS News", "ESPN" etc. I'm not sure what could be blocking live signals to one TV but not the other 2.

 

Unfortunately, I am experiencing a new possibly unrelated problem as of today, perhaps a guru like you could answer.

 

I had Optimum's 400 plan and as of today I upgraded to Optimum's 1gig coax plan. They tried to send a guy here to upgrade my equipment even though I told them I have a CAX80 with DOCSIS3.1 capabilities and did not want their equipment. He arrived re-registered my CAX80, told me I'm good and left. I got a confirmation call an hour later to confirm if I'm 1 gig enabled or not. I tested my speed to find that I was still at 400mb down. I told them no, I don't have a gig and they told me to call customer service. I called them and escalated up to the "Network Engineer" who told me 1 gig coax will not work with anything but their own crappy Ubee Modem/Router combo. Essentially, they said either use their Ubee Modem/Router (and pay the $10/month fee to get 1 gig and return my CAX80 because it is "Useless" with that tier or downgrade back to 400mb to use the CAX80 as I was previously. This puts me at a crossroads, there must be away around the service block to allow the Optimum 1 gig service with my CAX80, no? Do I have to keep bugging them and escalating until some higher up enables it on my device? Thinking of the Frontier case or FCC's CFR 76.1201.

 

Also, I am stuck with Optimum for the time being as they are the only competitive speed internet in my area. 

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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

You're kind of caught in a catch-22. the CAX80 is compatible with >1gig service but only if the service provider certifies it for that speed. So if optimum will only certify it for 400mbps, that's all it'll get. 

But maybe you had a poor technician who didn't know what they were doing. I'd try calling back again. 

CM2000-> Arris W31-> GS716v2-> TP-Link M9Plus
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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

WOW.. I thought I was the only one! I am having the EXACT same issue with my CAX80 modem and my Samsung TV. I too have a 2018 model, but mine is 75 inch... in addition to tvplus not working, I have similar issues with an app called Klowd TV and also CBSN streaming news app. All the other apps on the tv seem to work fine.

I have been getting the same run around between Samsung and Netgear, but I am certain the problem is with the Netgear gateway as the problem didn’t start until after I did a modem firmware update.

I currently have an open ticket with Netgear, and about once a week the so follow up with me but so far they have been unable to rectify the problem.

In addition to the aforementioned apps not working, when Samsung connected to my tv remotely, they were able to do network tests on my tv/modem connection. They advised that the connection, when connected to my Netgear cax80, was “unstable”. I have also gotten this “unstable connection” error message when attempting to check for tv firmware updates.

Since Netgear so far has been unable to fix the problem, I purchased an Apple TV so that I can use the apps that won’t work on the TV itself. While the apps do indeed work, I’ve noticed frequent buffering and intermittent connection issues.

My spouse also said they’ve noticed Intermittent connection problems with his iPhone.

Anyway, I have done all the same troubleshooting steps you did, and then some. None have worked. Personally I think this modem is not ready for prime time. I certainly would not recommend it to others until after these kinks are worked out. It’s extremely frustrating.

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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

I’m writing this on my phone so forgive my typos... But if you don’t mind, please let me ha know on this forum the outcome of your situation. I will do the same.

Even more crazy is that my house was also struck by lightning and the mother board on this tv was also fried and replaced. I don’t think that’s the cause of this issue because like you, when I connect the tv to my hotspot, everything works fine. Samsung even confirmed that my network was not having any “unstable” errors when connected to my hotspot. The problem strictly exists with the CAX80.

Anyway, keep me posted - dying to straighten this thing out!
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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

So Netgear replaced my modem. I again reset my tv to factory settings, connected it to the new modem, and still it doesn’t work. But if I connect it to my hotspot, the tv and all apps work flawlessly.. there is clearly a design flaw with this modem. At this point, I’m am fed up with this. I didn’t sign up to be a guinea pig. I just want my internet to work.
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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

So if you temporarily disable WPA wifi security on the modem and have your TV connect to it, does it connect. After trying this, re-enabled WPA and TPIK and try the TV. Then try WPA2 and AES only. 

 

Be sure the TVs firmware is up to date as well. This maybe a problem at the TV if this is the only device having problems. 

 

"I just want my internet to work." is your internet service not working with this modem from your ISP? 


@ryeclift wrote:
So Netgear replaced my modem. I again reset my tv to factory settings, connected it to the new modem, and still it doesn’t work. But if I connect it to my hotspot, the tv and all apps work flawlessly.. there is clearly a design flaw with this modem. At this point, I’m am fed up with this. I didn’t sign up to be a guinea pig. I just want my internet to work.

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK853 v3.1.16.6(Router Mode)
Additional NG HW: C7800/CM1100/CM1200/CM2000, Orbi CBK40, RBK50, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

Yes, the problem still exists.  I even tried to connect my TV directly into ethernet.

 

Regarding my ISP - yes the internet service is working.  I even tried a different cable modem and it worked.  The problem is strictly with this particular model.

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Re: Nighthawk CAX80 Connectivity Issues with 2018 Samsung QN55Q6FNA TV Plus

I would check with the TV mfr as well. If this TV is the only device now working. They may have some additional help. 
Or send your debug logs to NG as well for review. 

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK853 v3.1.16.6(Router Mode)
Additional NG HW: C7800/CM1100/CM1200/CM2000, Orbi CBK40, RBK50, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
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