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Home › LG ThinQ

Washer shows as disconnected in summary page of app

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  • ▲ 0 ▼
    steinbchsteinbch Member
    January 29, 2020, 1:34 am edited January 2020
    Looks like I spoke too soon. The washer kept a connection for 8 days while off and not being used. Today we used it in the morning and I received a washer done notification. Unfortunately, within a few hours the washer showed as disconnected. My network shows the washer still connected to WiFi, but the washer shows no WiFi light on and shows as disconnected while it is currently running through a load. In order for them to do anything about this, I've now got to take another day off of work since the repairs are only done Monday through Friday.


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  • ▲ 0 ▼
    steinbchsteinbch Member
    January 26, 2020, 1:48 pm
    At this point I’m going to consider my issue resolved. It’s been seven days since the logic board and WiFi module were replaced and I’ve kept a connection the entire time. I’ll keep an eye on it and report back only if I end up losing connection again. If you’re in a similar situation, I’d suggest being persistent and trying to have them replace those two boards. The tech who replaced mine told me that LG wanted my old boards shipped back, which usually isn’t protocol and a good sign that they want to investigate the issue a bit more.  Good luck everyone!
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  • ▲ 0 ▼
    eisenb11eisenb11 Member
    January 24, 2020, 3:50 pm
    Is anyone getting anywhere on this? My Facebook DM folks got me to the point of saying they’ll send my problem in and get back to me. I haven’t heard from anyone since and it’s almost a week. How can everyone’s dryer work right, but not the washers? This is obviously a design flaw - wonder if they have a hardware fix available that they’re holding out on?
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  • ▲ 0 ▼
    anonymousanonymous Member
    January 24, 2020, 3:15 am
    @steinbch - thank you for the update. Please keep us updated on your progress. If replacing the board fixes the problem, many of us may want to try the same.
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  • ▲ 0 ▼
    steinbchsteinbch Member
    January 23, 2020, 5:19 pm
    Update:
    LG tech came out on Monday to replace the wifi module and main logic board. We had some trouble getting my phone to communicate with the washer during the initial setup, but trying to use the app with an iPad fixed that issue. At this point, I've had the washer plugged in and unused for 72 hours and it has kept a stable connection to our wifi. I'll continue to post my results over the next week. Hoping this might do the trick. 
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  • ▲ 5 ▼
    anonymousanonymous Member
    January 11, 2020, 5:22 pm
    @sparky1641- I will appreciate if you can keep us updated on your progress. If the new main board and WiFi module fixes the issue, we all should request the same service.
    Onovtec
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  • ▲ 5 ▼
    anonymousanonymous Member
    January 11, 2020, 5:07 pm edited January 2020
    Same problem persists with my washer this weekend. After one week of inactivity, the WiFi icon does not light up. I had to unplug the cord to make it work again.

    Based on what @Onovtec heard from LG support, it seems there is a possibility that the problem involves hardware, not just software. This may be a more difficult problem to track and fix, which explains the inconsistency of the WiFi connectivity and why LG could not come up with a clean solution for a long time. The LG WiFi module is *supposed* to reconnect every time it powers up, but clearly this is not happening for many of us. There is a possibility the WiFi hardware enters into an erroneous state after a prolonged period of inactivity, which leaves it dead until the washer is completely power cycled (i.e. unplug the cord). If this is the case, it may be due to a fundamental design flaw which may or may not be worked around by software.

    I still hope there is a way to fix it by software. Methodical embedded system designers should have included hooks in the hardware so that even the most catastrophic flaws can be dealt with by software update. (It could be as simple as adding an external power reset circuit or a watchdog timer that can reboot the module by software if it’s dead.) Given the incompetence of LG engineering team that we have seen so far, I highly doubt they designed in such a measure. 

    So, again, I strongly demand LG to let us know what’s going on and come up with a permanent solution. Obviously they know the existence of this problem now, and they should not keep the customers in the dark. This is the most absurd situation I have ever encountered with any home appliance product. Engineering mistakes sometimes happen, but the more important thing is how the manufacturer communicates with customers and find a solution that works for them. Otherwise, customers will explode at some point. So far, LG has done a terrible job, and they should know customers can only take it so much.
    Onovtec
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  • ▲ 0 ▼
    sparky1641sparky1641 Member
    January 11, 2020, 4:38 pm
    Having the same Wifi issue on WM3900. Wifi icon won't turn on when the power button is pressed. If i unplug the washer and plug it back in then hit power button, Wifi icon will work, but only for the day i'm using the machine. Called LG, service appt set for this Tuesday. They shipped parts over night based on the description alone, no tech has even seen the problem yet. Looks like the they are going to replace the main board and the Wifi RF module. 
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  • ▲ 0 ▼
    AngelaAngela Member
    January 11, 2020, 11:19 am
    Srvineet:
    The best thing for you to do is to return it to the store and never buy another LG product again. 
    I had a service technician from LG here and LG told him they never heard of this problem before. 
    Then the corporate office at LG told me that as long as the washing machine washes clothes it doesn’t matter if the Wi-Fi works. They will not give me a refund. 
    I would have returned it  to the store within the first week of owning it but I didn’t because the delivery was really hard and I did not want to risk damage to my brand new maple staircase. 
    If you don’t have to risk damage in the return process I would get rid of those machines immediately. 
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  • ▲ 0 ▼
    srvineetsrvineet Member
    January 10, 2020, 11:04 pm
    Same problem here, the washer never stays connected to WiFi for long, and the app shows it as "Disconnected". Dryer has been fairly stable throughout the past couple of months, though (app shows it as "Power Off" while it is in standby).

    Although I have just opened a support ticket, based on the various reports here, I don't have any high hopes that LG has any clue or a fix for this issue.
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  • ▲ 0 ▼
    HeinsohnMustangHeinsohnMustang Member
    January 10, 2020, 3:09 am edited January 2020
    Just had these installed, tried connecting the WiFi today - dryer first, without a hitch; washer connected next perfectly. Before the dryer finished its first cycle - boom - same problem as here. Had I known about this, we would have gone the Samsung route. This is ridiculous; we've read all 22 pages here of complaints, and the company has us caught in a catch-22. (Irony!) Super! Life's Good, right LG? Maybe for you, but not for a product that is so high priced with defects that can be fixed with firmware updates! :/
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  • ▲ 0 ▼
    eisenb11eisenb11 Member
    January 9, 2020, 3:46 am
    @steinbch +1, please keep us posted on that module. Curious if that fixes it. I did a DM and it's been a week with no response from anyone.

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  • ▲ 0 ▼
    OnovtecOnovtec Member
    January 9, 2020, 12:00 am
    @steinbch let us know if the wifi module replacement helps. I spoke to tech support and they said the dryer works well as it has standby power for the wifi, but the washer does not, BUT it should reconnect everytime, and that is the issue, it is itermittent where sometimes it connects and sometimes it doesn't. it is a very poor user experience. but if the wifi module has an update built into it (like a hardware update), I am interested in seeing if that resolves your issue. take a week though to make sure that it is fixed though.
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  • ▲ 0 ▼
    steinbchsteinbch Member
    January 4, 2020, 10:13 pm
    Per @JamalofLG earlier in this thread, I reached out via twitter to LG support and they had a tech come out today. He talked to their remote tech support and basically was given the same troubleshooting steps as usual and they said they were unaware of any issues with this model and WiFi. We’re going to try replacing the WiFi module to see if that does anything. I’m also now showing 202.22. 
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  • ▲ 0 ▼
    anonymousanonymous Member
    January 4, 2020, 5:58 pm edited January 2020
    Today, my washer WiFi icon did not light up after one week of inactivity, which is same as before. However, interestingly, it lit up when I pushed the power button off and on without unplugging the power cord. So, it seems to be somewhat different from previous experiences. I also noticed that the software version of the washer was changed to 202.22, although the clip_hna version is same as before (v1.9.048). Not sure what has changed or improved. 
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  • ▲ 0 ▼
    LG416LG416 Member
    January 4, 2020, 2:40 am
    For three weeks, after the LG server upgrade (back in early Dec.), my washer wifi connectivity was rock solid.  BUT today, when I started up my washer, the wifi indicator was not lit up.   Looks like the problem is still persisting for me.  

    FYI - I have noticed in the past, on a few occasions, the washer will establish a wifi connection half-way through the wash cycle.  I'll keep an eye out to see if this still happens.
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  • ▲ 5 ▼
    BroncosFanBroncosFan Member
    December 31, 2019, 3:28 pm
    Just wanted to add myself to this list. Bought a new 3700 washer/dryer a couple of weeks ago and the washer has been disconnecting constantly. The dryer is functioning perfectly. I can get the washer to function correctly for a load or two if I remove it from the app and then redo the setup process, but it always winds up showing as "Disconnected". This was a selling point for me on this washer/dryer set, and its pretty disappointing having it be 50% dysfunctional out of the box. Washer software version is 202.21 / clip_hna_v1.9.048

     
    Onovtec
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  • ▲ 0 ▼
    OnovtecOnovtec Member
    December 31, 2019, 6:58 am
    There are now 21 pages of complaints and I don’t see a solution. I will be returning my brand new model 3700 washer and dryer combo due to this reason. Wondering if there can be a class action against LG for this known issue that they refuse to fix?
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  • ▲ 0 ▼
    eisenb11eisenb11 Member
    December 31, 2019, 6:24 am
    Add me to the club. My WM3900 won't stay connected after a day. The matching dryer, no problem - just like pretty much everyone else. I can't even re-do the wi-fi right now because the unit does a "double ring" when I hold the delay button for 3 sec instead of the flashing wi-fi thing.

    The first time I connected, a few weeks ago, I downloaded a firmware update. No firmware update when I connected yesterday... so I'm assuming that I'm on the latest firmware and that didn't fix anything.
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  • ▲ 0 ▼
    djc11369djc11369 Member
    December 30, 2019, 3:02 pm
    Well this is disheartening.  I also recently purchased the LG WM3460CV WASHER and LG DLE3460V DRYER and am experiencing the same issue of the washer becoming disconnected while the dryer is fine.  I have to pull the plug on the washer, press the power button to drain the residual power, and then plug back in.  One thing I find odd about this washer, when I go to plug it when it's been drained of the residual power it sparks at the outlet when you first plug it in.  I can't recall any other device that does this, not even my 10 year old LG that this replaced.  Something is pulling a lot of power at first, maybe a capacitor?
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  • ▲ 0 ▼
    anonymousanonymous Member
    December 28, 2019, 3:18 pm edited December 2019
    In this week’s test, the WiFi icon failed to light up after 3 days of inactivity. As usual, I had to unplug the power cord to get it to work again. The successful result last week may have been an anomaly due to other reasons such as possible power outage at night that I was unaware of. 
    So, the WiFi problem didn’t get fixed. I hope LG is working on it. It is disturbing that I have to unplug the power cord every time I do the laundry.
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  • ▲ 0 ▼
    jeadlandjeadland Member
    December 27, 2019, 9:25 pm
    I have also noticed, albeit in a less scientific way, that the washer seems to stay persistently connected. I have not had to reset the machine in at least a week and maybe close to two. Still same software as my previous post so possibly there was a server-side update. Will provide update if there are any future failures but this is promising. 
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  • ▲ 0 ▼
    anonymousanonymous Member
    December 20, 2019, 4:56 pm edited December 2019
    I keep testing the washer. During this week’s test, I saw that the WiFi icon successfully lights up and establishes connection after 6 days of inactivity. I am not sure if this was the result of the recent server update or something else. The software version didn’t change. It stays as 202.21 / clip_hna_v1.9.048 and app version V 3.0.1702000. I will test it again next week and report back.
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  • ▲ 0 ▼
    LG416LG416 Member
    December 17, 2019, 4:27 am
    Hi @JamalofLG - curious, has there been a recent breakthrough on this issue? 

    Is a) LG now acknowledging there's a physical hardware problem with the WiFi module on our LG washer (I also have the WM3800HBA (Canadian model) - and have been encountering frequent WiFi disconnects since the unit was installed (early fall)); and b) us washer owners should now be requesting a service call to have the module potentially replaced?  Thanks.
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  • ▲ 0 ▼
    LGModerator1LGModerator1 LG Moderator
    December 16, 2019, 2:11 pm edited December 2019
    @wwwc, I would recommend reach out for service, as there may be a problem with the Wi-Fi module. Please reach out to LG at https://www.facebook.com/LGUSSupport/ or https://twitter.com/LGUSSupport for further assistance with scheduling service.
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  • ▲ 0 ▼
    wwwcwwwc Member
    December 12, 2019, 2:25 am
    Hi, I just purchased this washer - WM3800HBA and I am experiencing the same issue. Matching dryer - DLEX3900B stays connected with my router all the time and never dropped since installation.  The washer disconnects after couple hours of inactivity. Remove the plug and plug in again seems to reset it and work again for couple hours. 

    Software version is 202.21 / clip_hna_v1.9.048 (app version V 3.0.1702000 , iOS 13.2.3, router ASUS AC3100). This really doesn't make sense as this is one of the feature I consider to purchase this LG washer and dryer and work with my smart home product. I still have an option to return this.
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  • ▲ 0 ▼
    Arruss07Arruss07 Member
    December 10, 2019, 7:20 pm
    Hi, my glass on the inside of the front loader washing machine broke off and fell inside the washer, has this happened to anyone else?

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  • ▲ 0 ▼
    Chukker65Chukker65 Member
    December 10, 2019, 1:00 pm
    So mine is disconnected too. I have only had my washer/dryer 3700's for a few days.  Can someone tell me what exactly they use the ThinQ app for?  I am wondering if I would ever really use it for anything. 
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  • ▲ 0 ▼
    jeadlandjeadland Member
    December 8, 2019, 2:11 pm
    I just purchased this washer - WM3900HBA - and am experiencing the same issue. Matching dryer stays connected and washer disconnects after a few days of inactivity. Software version is 202.21 / clip_hna_v1.9.048 / SAA40484101.0000E6CA.0, SAA40484001.0000F0DD.0
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  • ▲ 0 ▼
    LG416LG416 Member
    December 7, 2019, 3:47 pm edited December 2019
    Hmm, noticed a "Server Notice" message when I logged into the app this morning.  Looks like LG will be doing a serer update on  Dec 11th.  Maybe, just maybe, this might be a fix for our WiFi issues......or perhaps wishful thinking.....

    LG - can you share any details on what this server upgrade will be addressing>
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  • January 17 neoshi
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