Annoying message pops up on my TV

Bernie110

The words “unknown device is disconnected.” keeps popping up on my tv every few minutes or so. It’s been  doing it more ever since I updadated my tv and it’s really driving me crazy. Anyone know the solution to this? 

JamalofLG

If you are experiencing and problem with Wi-Fi Disconnecting, Wi-Fi turned off, or Unknown Device Disconnected, Please send me a message here: https://lgcommunity.us.com/messages/add, with the information below to schedule a service appointment to get this resolved.

Name:

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Date of Purchase:

atbattson

I have the same problem I believe. My LG OLED 55C9PUA. With a Comcast DVR plugged in only I constantly get asked if I have an apple set top box plugged in. It's very annoying.

abstract

Well, another 4 months on... roughly... 
(Having removed the WiFi module, tested, factory settings, tested, turned off/isolated for 24 hours, tested and reinstalled the WiFi module I thought it was solved.) 

Four months later though - problems reappearing.

Someone above mentions a new update so will check for that, fingers crossed.

But, let's all be honest here - given the tech input (get a service, i.e. replace these not-fit-for-purpose components for the nth time), feedback from independents (replace same not-fit-for-purpose components as a temporary fix, 4-12 months same issue)... 

...think it's clear that these devices are not-fit-for-purpose. (Great TV other than the crippling software issues) 

LG_TV_OWNER

I have posted before about issues with pop ups I.E. unknown device has disconnected, Wifi/LAN disconnecting. also magic wand/remote not working etc...

After I reset the TV to initial settings. I did unplug my Ethernet and set up the TV without internet. Made sure that Auto updates was not ticked... Now that seemed to solve the problem for about 2 weeks then the same problems started.

WHERE I AM NOW...

I decided to get a replacement magic wand, which I just received after another reset. All seemed well until I decided to see if I could connect via wifi (for curiosity purposes only)... BIG MISTAKE!!!!!...

Went to search... which was just 'cycling' as before and not finding any networks and i got the dreaded UNKNOWN device message... So this time I've decided to turn off the WIFI option as I can connect via Ethernet/LAN and have not seen the message again since turning that wifi option to off. 

Because of this, I do strongly think that the WIFI module is to blame, but at the same time I think that the remote could have also caused an issue... The reason I mention this is that the old remote rattles, as if something is loose and the new one doesn't rattle. 

So I will now keep an eye on how the TV is set up. 

I have all my apps back on 
WIFI option is set to OFF
Timers are also OFF
Quick Start is OFF
Auto updates is not ticked (also note that this is on software version 05.80.35)
Connection via Ethernet/LAN (I am also using a Netgear wifi extender with an Ethernet port as the router is too far away) This cost me about £20
New Magic Wand remote control (A consideration only as these things can be costly, unless your TV is in warranty)

TV is LG 49SJ810V 49inch Ultra HD HDR LED

So far so good and fingers crossed. (although at some point, I'll probably book this for a Wifi module replacement as the TV is still within warranty, but it did go in for a repair for similar issues about 14months ago)

If I have any more issues. I will post. 

I hope this helps as my TV has been a huge nuisance for far too long as your's probably is too if you are reading this.

Tricky

I've been watching this thread for a good 6 months. I own an LG SK8000 49" and have been having the 'unknown device' problem for most of that time with only the frequency it appears changing. Sometimes it was constant, for hours on end and resulted in the magic remote not working and others it was only every half hour or so. I have tried every fix short of taking the back off the TV and disconnecting the WiFi module. However, this past week a new update was available for my TV so I installed it because the TV was about the worst it has been, it was barely watchable and I thought 'Well what do I have to lose". I have now gone 6 whole days without the issue appearing even once, something that hasn't happened these past 6 months. I would like to hear if this is the case for anybody else because it strongly suggests to me that it was a software fault all along, at least in my case. Any moderators got any input? 

LG_TV_OWNER

My fix for unknown device disconnected, also magic wand issues and finding wi-fi connections without endless searching is as follows. 

Make sure any Ethernet cables are removed then RESET TO INITIAL SETTINGS.
DO NOT set up a Wi-Fi connection, just skip this section. 

Go through all the other sections to get your TV back up and running. 

Go to SETTINGS and the section that has AUTO UPDATES...
Make sure this auto updates is NOT ticked also DO NOT UPDATE
On my TV it's in General then About TV

Now you can set up either Wifi or plug the Ethernet cable back in

Continue setting up your TV (Yes it's a nuisance as you will have to set picture to how you want it and all the other things, but it worked for me.)

After reading a lot of these forums, I noticed a high number of people had experienced problems after updates.

My TV is running alright now...

I no longer get the Unknown Device disconnected notification
My Ethernet connection is stable 
I have full use of Magic Wand remote
I am also able to search and find Wi-fi connections

I would however say that if you still experience problems then it could be a hardware problem and may need more advise and if problems come back for my TV then I will update as these problems can be really annoying

My TV is a 

LG 49SJ810V 49" Smart 4K Ultra HD HDR LED TV

KathyInWV

We're having the same messages issues and unresponsive remote issues with our 65UJ7700.  I have to laugh when I see someone here, obviously an LG representative, telling people to request service.  Why?  Everyone who's had service on their TVs for this issue report it hasn't helped.  We can't rip into ours and remove WiFi card because we're apparently one of the rare few who purchased an extended warranty on it and I'm sure it would void that if we did.  We have 2 other LG TVs in our house and thankfully neither are having these issues but the 65" is the one in our den that my husband uses.  He's going to call LG tomorrow and request service.

reddwarf4ever

I have an OLED55C9P PLA TV only a week old,’eep getting a pop up window / message every half hour....very annoying, it clears within 10 seconds or so....image attached....

vidman

I have an LG49sj810v, based in the UK. It came with a five year shop guarantee luckily. After nine months I had an issue with the picture freezing but sound normal. This was followed by the "device disconnected" problem as well. The set went back to the store repair centre who found the freezing was the main board fault and the device disconnect was the wifi chip fault. Both were changed but four months later same problem again. Store replaced board and chip. In the last twelve months the board and chip have both been replaced four times. According to the technician the device disconnect fault is due to the wifi chip failing and needs changing.

Torrard08

Just an update.

I had a variety of issues with my tv and I posted on this thread on March 3rd 2019 with a description and pictures to disconnecting/reconnecting my wifi card.

The tv work as good as new for about 4 months.

The issues began to reappear, not very often, but they began. Last week it was back to its full on annoying messages in the top right corner "Device connected/reconnected", the magic remote wouldnt work, intermittantly, and then it also added the tv rebooting out of the blue.

So, I eventually, removed the back of the tv and disconnected/reconnected the wifi card and its as good as new again.

This looks like its the way I am going to have to do things every few months.

I hope this is helpful to some folks.

ushafqat1

Hello All, finally the issue is resolved. No...no...not from LG support. Simply connect Ethernet via wired and there shall be no issue of Wifi or magic remote disfunction. I have tried all the ways out, rest, magic mouse batteries change, settings, home to store display, disconnection of all cables, but all in fail and vain. Please all, do what I have done until the company may resolve software issue.  

mariolgtv

I live in Australia and have LG SM8100PTA with the latest OS version 03.60.03. TV is 6 weeks old. TV is connected to the internet via WiFi. Modem is Telstra* provided NBN** FTTN*** SmartModem Gen2, located in the room behind the TV. Signal is MAX with NBN speeds reaching 46Mbps.This morning LG on-screen keyboard popped up, while free to air channel was on. I thought it was odd. I removed the keyboard. 5 min later it popped up again. Later in the evening it happened again. I changed to netflix and noticed message that there is no network. What happened was that NBN went offline in the morning and NBN modem switched to mobile network (fallback feature on telstra modems). Every now and the modem attempts reseting back to NBN and while doing so it is also resetting the wifi at the same time. This change in wifi signal is triggering LG TV on screen keyboard to pop up. Interestingly this thread talks about faulty WiFi card in the TV. I am wondering whether the unstable WiFi connection to the TV is triggering these types of errors and TV OS doesn't know how to  deal with these changes in wifi signal. Hope this makes sense to LG tech expert.  

*Telstra is the name of internet service provider.
**NBN stands for National Broadband Network.
***FTTN is NBN technology - fibre to the node then copper to house.

LifesNotGood

Well if anyone is still following this thread. Removing my wifi card has seemed to work for the last 24 hours. I have not seen the error message again and no random reboots! TV seems to be working fine! I'm not suggesting anyone should do this, but it has made my TV watchable again! I was to the point if I broke it, I would go get another one!

LifesNotGood

Well my TV finally rebooted enough today for me to do something about it! Sorry, I didn't take pics, but in about 20 minutes me and my wife just pulled my $1,000 65" TV apart and disconnected the WiFi card. Just got it rebooted and so far so good, but I'm not getting my hopes up just yet! I'll give it sometime and try and report back! 
lg webos tv uj7700 - 65"

JamalofLG

abstract, Not at all. Service would be the fix to the problem.

abstract

@JamalofLG are you picking and choosing who to respond to. Please advise regarding the on topic issues. When will this be fixed? 

JamalofLG

Kewaunee42, what is the problem with the Hulu on the Roku stick?

Kewaunee42

We are having problems with our Roku device on our LG tv also.  Any fix?  Paying for Hulu and can't watch it!!!

kj2019

I've had this issue with my 43" TV.  Now I see that it's prevalent across the entire product line.  These popups have constantly and the streaming service itself has no issues.  Now that I'm in the market for a new TV, I will definitely NOT be getting an LG as I'm sure it will have the same issue.  The sad this is that this is a simple fix.  Just add a boolean on whether to display popups or not. You could put it in a feedback section of your UI.  Many times, the popup shows a useless message like "Unknown device connected".  This is useless.  Other times, I get a network issue popup even though there's no issue.  Your human factors people need to get it together because of all the reasons to have someone buy a competitor tv, seems ridiculous to lose customers over something that has a simple fix.  

JamalofLG

kazim7013, Service would be the recommended action to get this resolved. Please message us at https://www.facebook.com/LGUSSupport/ or https://twitter.com/LGUSSupport for assistance with scheduling service.

kazim7013

this issue is not being resolved through store mode ... reset or anything else@!# LG people should bloody settle this issue

DUDALE

After more than 6 months with this annoying issue I bought a Smart TV LED 65 "Samsung Ultra HD 4k UN65NU7100GXZD and ............. problem solved!

abstract

Been following this thread (getting long in the tooth now!).

My issues: non responsive magic remote, apps/navigation slow/sluggish, Netflix buffering then fail, "remote device disconnected" (repeatedly).

We have only noticed these issues since an update around a month ago (we often dismiss them, so the update may have been issued earlier than this)... gee, I wish we'd continued ignoring it!!!! 

TV model 49SJ810V

Have tried all the steps mentioned in this thread. 

Have disconnected WiFi module and left disconnected - can confirm is safe to do, but does not resolve the issue.

Any permanent solutions?

Given so many here and elsewhere are reporting it starting "since an update" I'd suggest to LG this is very likely to be due to a software change (not hardware related).

Feels like forced obsolescence to me. 

Bernie110

Just wanted to give you all a quick update. After almost a year and a half of going back and forth with LG and trying to get them to reimburse me for my faulty television, they finally did the right thing and reimbursed me. Of course, they had to do a report and decide if my complaint was eligible. Luckily, one of their moderators helped me with the report and basically told me that LG was in the wrong for taking so long to resolve the issue permanently. After I filed my report, it took about a week for them to get back to me. They told me that I was eligible for a reimbursement. I had to send the TV back to them (which they paid shipping and handling for) after 2 weeks, I received a check from them in the mail. 

LG did the right thing but with little to no haste...but they did the right thing nonetheless. I hope they take consideration and do the right thing for you all as well. 

nelsonmoreno

I began to have this problem a couple months ago so I started doing my research online for a solution. After searching and searching I found out that it was the wifi module that was faulty. My tv (UJ6300) only came with a 1 year warranty and well it's been more than a year since I got this tv so I was not about to pay a LG technician to come fix my tv so I just left it alone and said oh well I'll live with it. But today I finally said f it I'm going to fix this problem myself or break the tv trying. So I took the liberty of grabbing my power drill and opening my tv. I then removed the wifi module located at the bottom center of the tv and VOILA! It worked! I am not going to bother replacing the wifi module because I have both an Apple TV and Xbox One that are capable of doing the same things this so called smart tv does. Although if you do want to replace it I heard you can get them fairly cheap on eBay.
PS I do not have any tech experience. I'm just an average dude with a handy power drill. So if I can do it you can too!

JamalofLG

perrydan1, if you message me your information, I can see what options we have available to assist with service.

perrydan1

Same pop up message here. Pop up occurs every few minutes. I have attempted multiple recommended solutions to fix and problem continues to occur. Needless to say, out of warranty period. It makes watching the tv quite frustrating. 

Torrard08

Hi Folks.

I just wanted to give an update to my message on March 22 2019.

My tv has peformed perfectly ever since I removed the back cover, disconnected/reconnect the cable.

No more messages, Magic remote is perfect. Its been 2 months now so hopefully I'm homefree.

Good luch to those of you still looking for the fix.

a_pp

Hi, jimmy4046,

This is not the case for me.
I have uninstalled every app I can and turned off the listening mode long time ago, the message/rebooting problems persist.
Now I don't use any app or watch TV, I just use it as an HDMI display, no luck though.

After every thing I have tried and from many people's experiences here, this must be a hardware issue. I believe that the only way to cover it by software is to add a software switch to disable the Wi-Fi module completely.

The users would be easily satisfied if LG chose to do so.
I really hope LG could hear us and do something to mitigate this painful issue, instead of doing things like removing this thread from the issue list.

jimmy4046

Mine is 49UJ6300 and had suffered a lot with this annoying message (unknown device is disconnected - repeating again and again... etc) as well as WiFi connection lost (TV couldn't find SSID and it looks like WiFi turned off and not possible to turn it on).

After numerous trials, I am suspecting that these issues have relation with its SCREEN SHARE feature. In that SCREEN SHARE mode, you need to TURN OFF the LISTEN MODE which icon located on the right upper corner of the screen. It looks like this works for me for both of Message and WiFi connection. I need to see more if this happens again even after this setting.