Ask the ThinQ Expert

Goody2Shoes

Have questions about the Smart ThinQ application? Problems connecting your device to the app? We're here to help! This thread will be monitored by our Smart ThinQ expert to ensure your questions are answered. If this is your first visit, be sure to check out the FAQ.

LGModerator1

If you are experiencing problems with connecting, please message me the information below at, https://lgcommunity.us.com/messages/add, and it will be forwarded over to the Smart ThinQ team for a resolution.

SmartThinQ App version currently running: 

Router Model # & Manufacturer:

Internet Provider Name:

Ghz of Router (2.4 or 5):

SmartThinQ App version currently running

SmartThinQ User ID (email address) 

Smart-Phone model #

The Wi-Fi name (Home router's SSID

Washing Machine's Software Version: 

drvthru

I am trying to j stalk this app on a. iPhone. Each time I receive an error that “Smart Thinq app failed execution. Please try again” I have removed it and downloaded it twice still same result.  I have restarted my phone also.  Same result.  IOS 11.4.1

Goody2Shoes

What is the model number of the smart appliance you have? 

RLBL

I have installed the app and the tv is registered to with my Google account, however I am unable to link to the LG (55uk6300). When I try to link it brings me to a sign page, pauses a few seconds then does nothing after I attempt to sign-in with my Google account (on my phone)

Diver

I just bought a LG LFXC24796S Refrigerator with Smart ThinQ.  I cannot get the Wi-Fi to connect.  I have tried all the things mentioned in the app. Mobile Data off, etc. even tried reinstalling app on two different phones.  I don't even see the Wi-Fi signal show up on my list of networks on the phones.  The Wi-Fi signal on the fridge screen is flashing after pushing for 3 seconds so it should be active.  Please help!  Thank you.

topadi

I have an LG-LMXS30796S refrigerator. Manage to connect. First issue: When it starts it shows that my fridge temperature is 35 C and the freezer is -1 C (which of course is not true).When I click on it shows 35 F and -1 F which is more likely, but there is no way to change from Fahrenheit to Celsius (I did not find any). I am in Canada and I need Celsius , this is how the fridge is set. Fahrenheit has no meaning to me,  So how do I switch the units ? It's a fridge , so this is basic stuff. I'm using the Android app.Thanks.

mmasnjak

I tried setting up Google Assistant with a new Thinq TV. All i get from assistant is "LG isn't responding right now.

This is what I get after going through all of the steps here: https://www.lg.com/us/support/works-with-google-alexa-voice-assistant
Try again soon."

enzosol

How do I connect my 43UK6500 to the Smart ThinQ App? I was following the directions here: https://www.lg.com/us/support/works-with-google-alexa-voice-assistant

I am on the Smart ThinQ App and TVs aren't included. How do I connect it to mine?

Goody2Shoes

drvthru, this issue has been reported to our development team. They are currently working on an update to address the problems our customers are experiencing with the "failed execution" error message. The update should be available very soon. 

Goody2Shoes

topadi, open the Smart ThinQ app, select your refrigerator, up in the top right hand corner you will see ... and this will open a new menu. Once in this menu, select settings, and you should be able to change from F to C under the "Temperature Unit" option. 

tpeter52

Recently purchased LFXS26943D refrigerator...absolutely cannot register it through the ThinQ app. Using the phone, when I get to the point to perform the connection and after I press the WiFi button until it flashes the app just does nothing beyond that. I have tried every combination of things imaginable, including turning off mobile data, and turning off 5G completely from my network. The appliance is 10 feet from the router, so connection signal strength should not be an issue.

Skeet1973

The LG SmartThinQ app for the Android platform will not recognize my LG account credentials (email/password) that I use to sign into the LG.com website. I read through the posts and comments regarding the SmartThinQ app and noted I am not the only customer experiencing this issue. Any suggestions or further insight into this issue would be appreciated! Thank you!

magicbob

Good morning,

I am a techie, having built my own computers and designed websites, so usually when I cannot get an application to work, and even your two level one support agents could not, it means there is something wrong with your server or your app.

This is why I requested a call, not an email, as I have already spent more than 4 hours with your reps with no solution.

Nevertheless, I  have now spent another 45 minutes following your suggestions, and still have the same problems. I even had the dryer replaced, it also fails registration as does my new washer. I also turned my router off and on.

I have replied to your questions below.

Thank you.

Bob

- Product model name (Washer, Dryer)

Washer Model # WT7200CW 

Dryer  Model # DLG7201WE

- Is the WiFi icon on the product turned on after the app registration fails? (Not blinking)

: (Y / N) 

Yes, on both. NOTE - the app is registered, it is the washer AND dryer that fail to be registered by the app

- Date the problem occurred.

Never has worked since Aug 9 2018 deliver

- Detailed description of the problem

(If you attach a video of the problem, your problem can be examined more accurately.)

App connected to my home wifi network, router is 2.4ghz.

Open app (even have tried logging in and out, as well as uninstalling and reinstalling the app. 

Turn on wifi on appliance. Choose washer (or dryer) with SmartThingQ logo.

Next next - then switch from home network to connect to washer or dryer.

Next screen ONLY choice is registration complete button. After a quick or sometimes long response, either I get a registration failed, try again (which never works) OR now the screen returns with no message.

I have attached screen shots of both results.

- Country and language information set in the SmartThinQ app

:USA English

- Screenshot of App

I don't see an attachment option in this forum.

- SmartThinQ App version

v 2.2.91

- Smart-Phone model

: :BLU Life Max (android)

- The Wi-Fi name (SSID) and model information of the router (AP), (Supports only 2.4GHz (not 5GHz))

Actiontec mi424wr   -

topadi

Goody2Shoes    Sorry, no such setting on Android app.       

Rockydabull

I just bought a 65" oled tv and have one magic remote control paired with the tv. Everytime i buy a tv i always get an extra remote control for my wife so we both can operate the tv without having to stand up and walk to go get the remote. I already bought this remote and tried to pair it but this tv only allows for one remote to work at any one time. I assume that with this tv you can only pair one remote to operate the tv with? I am asking that a software upgrade be made to accommodate the pairing of 2 remote controls for families like mine that require 2 remote controls. How bout it? Also, this oled tv will not allow my wireless headphones (Sennheisser HDR120) to work. The headphones connect to the audio out connector at the back of the tv but it still does not allow the headphones to work. Bluetooth headphones will pair with no problem but your tv cuts all audio signals to the tv when the Bluetooth headphones are used. I have a hearing deficit which is why I use the headphones quite often but when I do use the Bluetooth headphones my wife cannot hear the tv. The Sennheiser wireless headphones allow me wear them and it still had tv volume where my wife could also watch tv with me. Maybe another software upgrade to allow for the Sennheiser HDR 120 headphones to work? 

ozzy6900

Gentlemen:

LG Washer = WT7200C

LG Dryer = DLE7200*E

Android phone = Samsung Galaxy S9

Software = Smart ThinQ

WiFi network = 4G with strong signal at both machines

I have tried for over a week now, to get these units to join my wireless network. First of all, the instructions on page 29 of the washer tell you to select Top Load Washer. There is no such selection in the app so I have been using General Washer. Both the units generate a SSID with no internet connection (as they should) and I am supposed to use the SSID suffix (in the washer's case, 2E5C) twice as the WPA password.  In both cases (washer & dryer), when I follow the directions in Smart ThinQ, there is no where to enter the SSID suffix and I get a message "Incorrect password entered...". Now, I have tried (without using Smart ThinQ) to connect to the washer & dryer, just with the Samsung phone and I am able to enter the password and join both unit's network so it appears the trouble is in the Smart ThinQ app. I researched online and found that there are hundreds of LG customers that have simply given up trying to get the app working. What is the problem and how do I fix it?

Let me add that I am a retired IT technician with 40 years experience so please feel free to get as detailed as you need.

pm18651

Just tried connecting my new Smart ThinQ refrigerator to wi fi network. The refrigerator wifi network appears on my iPhone as "LG_Smart_Fridge_BFBB" and I entered the password and it tells me the PASSWORD IS incorrect. The password listed on the app is 015E015E. Now I don't know if the "0" is a zero or the letter "O" but I tried both. It also states in the app that the password is case sensitive so I tried both a lowercase and uppercase "O" instead of a zero etc. 

Anyone who comes up with a password that has a zero or a letter "O" in it and does not tell you it a number or letter must be an idiot.

So where do I go from here to get this connected to WiFi?

Model # LFXS26596S  /00
SN: 808TRWAQL145

I got a reply from some guy on the LG website telling me the problem is with my network. Since I never got that far, and never made the attempt to connect to the network, it's apparent that LG employees don't read what is sent to them. In his reply to gave me an this email address smart.thinq@lge.com. I sent a follow up email to this address and further explained that the problem is with the connection of the iPhone to the refrigerators internal WiFi connection not accepting the password that is listed in the app. I also had the same problem trying to connect my brand new LG dishwasher. I NEVER GOT A REPLY. Since the email address that I received the initial reply id a "DoNotReply" email address, I wonder why he sent me the reply in the first place. I'm beginning to think buying LG appliances was a mistake.

Wfinnegan

I am trying to have remote access to my new washer and dryer. I have connected to them via Smart Thinq. I was able to download a cycle. However, I have not figured out how to monitor or control process. There are repeated references to "LG Smart Laundry and DW" but that app doesn't seem to exist. What should I do?
Washer: WT7600HKA
Dryer: DLGX7601KE

siddharth901

Hi,

I am trying to connect my smart TV (LG webOS TV UF800V) using Smart ThingQ app. I installed the Smart ThingQ app, but I can't see or select TV as a product when selecting this option (+).
I am using iPhone 8
Can you let me know how I can overcome this problem?

Griffo087

I have JOHN-TOSH:John on my inputs menu what is it and why is it there?? 

msk1959

Hello Just purchased and installed a brand new LG Fridge LFXS26973D. After downloading the app, the instructions says to push the button for 3 seconds on the fridge so the Wifi symbol will appear. We push the button and the wifi lights starts to blink. Nothing else happens. What should I do next. I have android phone. The signal is strong according to my phone.  Please help. Thank you MSK

jfulford

I am trying to connect my washer and dryer to the Smart Thinq App using the Tag On feature.  For both appliances it is failing at 30% when pairing by NFC.  I have ensured that NFC and Android Beaming are on.  My washer is Model WM3670HWA.

Goody2Shoes

@jfulford This has been escalated to our development team for assistance. 

Goody2Shoes

@Wfinnegan ;These models do not have Wi-Fi capabilities. The machines would only communicate with the application when your phone is placed on the NFC icon.To enable this feature, go to the settings on your mobile device. Once there, locate the NFC option and enable. The phone would then need to be placed against the NFC Tag On icon on your appliance. This will allow you to download cycles and run the smart diagnosis feature.

Goody2Shoes

@ozzy6900 For step by step instructions along with screen shots of the app, please see the following link. If you are still unable to connect, please reach out to our support team at www.Facebook.com/LGUSSupport or via Twitter @LGUSSupport

Goody2Shoes

@siddharth901 Please check out the following link for step by step instructions on connecting your television.

https://www.lg.com/us/support/works-with-google-alexa-voice-assistant 

stevepaget

I have an LG TV model UJ630V running webos 4.71.00
I can Chromecast to it, but want to use the Smart ThinQ app to control it 
The instructions on the LG site say to open the "Set up Google" app, but it doesn't seem to be there.

The web site also says it's only compatible with webOS 4.0
Does that mean that 4.71 (a later version) removed this functionality?
Has it been replaced with an alternative method of smart control?

Goody2Shoes

For step by step instructions (including screen shots), please check out the following link:

https://www.lg.com/us/support/connect-your-wifi-appliances-with-lg-smart-thinq

tk0217

Hi! I just purchased the LG DLE3500W dryer and got it connected to the ThinQ app fine. It works great for preset cycles, but I’d like to use the remote feature with timed drying. Time shows in the app but it is disabled. Is there a way to use the remote feature (turn it back on for more time for instance) remotely?

Cole

I am unable to register my new Thinq tv on the smart Thinq app.  I have followed the instructions from the LG site, and the TV has been registered to connect to my google account correctly.  Despite all this, it is telling me that there is no product to register.  
Can someone please offer me any other suggestions or see if there is a glitch preventing me from setting this up?  I am also unable to connect to the google assistant app and wonder if this is due to being unable to connect to the thinq app.
Note: this has been tried on a Samsung, iPhone and iPad with the same result on all devices.

luciel

So I have an Lg phone and it was working fine, until a high temp. warning appeared and continues to appear every time I turn my phone on. Note the battery nor phone is even hot witch now is leading to my battery percent is jumping all over the place.  If anyone has any idea about what's causing the problem or how to fix it please let me know.