Box suddenly can't connect to WIFI

[jellytotz]

I have a new issue on a different box. I have another parent who's X5 box suddenly can't connect to WIFI. It's been working fine for over a year, and stopped working a few days ago. When we enter the password for the WIFI on the X5, we get the error "couldn't find [network name]" (the password is fine, we double-checked it on another device). We also tried connecting the X5 to a hotspot from a phone, and that wouldn't work either. Note that ethernet cable is not plugged into the X5. In the updates section the X5 says it checked for updates 4 days ago (so it should be up-to-date?). We tested directly connecting the X5 to ethernet and that works, but we still need the X5 to connect to WIFI.

Does anyone have an idea what may be wrong, and how to fix it?

Edited January 24 by jellytotz

[Emporium]

Please provide the Firmware and the Software version of the box.  You can typically see firmware and software listed in the updates screen.  Just because it says it checked, does not always mean you are at latest.  Also which X5 are you referring to (there are multiple versions X5 128AI, X5 AX-C, X5 SS...)

When you are trying to connect to WiFi are you disconnecting the Ethernet cable ?  You should, since Ethernet will take priority.

Try in settings to turn wifi off.  Power down the box.  Unplug it.  Then plug back in, go to settings, and re-enable wifi.

If all else fails, I know it sounds drastic, but you can always backup your BuzzTV 5 settings to a USB stick (to backup your servers, settings and favourites), then do a hard factory reset (pin method) and then try again.  This assumes you don't have piles of 3rd party apps installed, since you would need to reinstall those.

 

 

 

[dishuser]

you can eliminate the x5 ss from the equation

[Emporium]

2 minutes ago, dishuser said:

you can eliminate the x5 ss from the equation

Oops... OK.. completely forgot to look at the category

 

[dishuser]

7 minutes ago, Emporium said:

Oops... OK.. completely forgot to look at the category

 

plus the x5 ss isn't over a year old

[jellytotz]

Hello,

We were at my parent's location today, and tried working on this issue again.

On 1/24/2025 at 5:11 PM, Emporium said:

Please provide the Firmware and the Software version of the box.

It's a X5 AI, firmware V20240918, IPTV version 5.0.946

On 1/24/2025 at 5:11 PM, Emporium said:

When you are trying to connect to WiFi are you disconnecting the Ethernet cable ?

Yes. The ethernet cable is in another room, and that is where we ran the test with the ethernet cable (the box works fine when directly connected with ethernet).

On 1/24/2025 at 5:11 PM, Emporium said:

Try in settings to turn wifi off.  Power down the box.  Unplug it.  Then plug back in, go to settings, and re-enable wifi.

Tried this. No change.

BUT today we brought the box back with us to our home. And the box connects to the WIFI in our home just fine! So to recap:

1. The (up-to-date) BuzzTV box at location A was connecting fine to WiFi... but then one day won't connect anymore, we get the error "couldn't find [network name]" when trying to connect to WIFI*.
   1. * - the router/modem at this location is fairly new. But the BuzzTV box was successfully connecting to this WIFI router for months.
2. We tried directly connecting the BuzzTV box to an ethernet cable, and that works.
3. We brought BuzzTV box to another location (B), and it connects fine to WIFI there.

So the issue has something to do with connecting the BuzzTV box to the WIFI at location A.

So any ideas on what the issue may be, or what we could try? I'm not very technical so I have no idea what to do now.

[dishuser]

did you reboot modem/router?

[jellytotz]

OK, trying that now.

[dishuser]

1 minute ago, jellytotz said:

OK, trying that now.

if that doesn't work login to router and check if there are any wifi restrictions

[Ryu]

also, try two things. first go to wifi settings and toggle hotspot on then off and see if that helps connect wifi. if not then try to turn off bluetooth and wifi then only turn on wifi on and see if that helps. 

[jellytotz]

Holy crap, the modem/router reboot worked! We had done that previously BUT quickly (unplugged for ~10 seconds). But this time we left the modem/router unplugged for a full 5 minutes. Then plugged those back in, and the BuzzTV box connected automatically! Thanks so much @Emporium, @dishuser, @Ryu! Your help was/is greatly appreciated!

[Emporium]

Glad that worked for you.  

In the future, any networking issues, including buffering, freezing, etc.. or extreme cases like this one (no wifi detected)  First thing to do is unplug modem/router for 30 seconds, and then plug them back in, just to start clean.  Especially true if the router is also issued by the ISP.  They are typically crap and tend to get overwhelmed too often, by streaming devices.

At least the mystery has been solved.