Washer shows as disconnected in summary page of app

z28lt1

Just wanted to add that I have the same problem.  My few day old 3900 washer wouldn't seem to connect after the initial connection to the app.  I de-registered it and tried to re-register and all I get now is "incorrect password", even though it is clear the password is correct and I have no way to get it re-connected.  My matching dryer and new LG Smartthinq refrigerator  both connect just fine.  So, as the others have noted, it definitely seems the washer has something different that isn't working.

 SmartThinQ App version: 3.0.120009

• Cell phone model number and software version:, iPhone 8, 12.1.4 (and iPad pro running 10.3, as a "double check")

• SmartThinQ User ID: (is my email that I won't post here, but starts with z28lt1)

• Product(s) model name & Serial Number:

WM3900HBA/906TNUW03630

(No issues with dryer DLEX3900B or refrigerator LRFDS3006S)

• Router Manufacturer:    Linksys

• Router Model Number:  EA9500

• Internet Provider: Verizon

Sum

Hello, I have the same issue. How can I get help? Dryer is always connected but washer keeps losing the internet connection. Since dryer is always connected, I know router isn’t an issue. Very frustrating! Mrn66- did they apply a fix for you?

iPhone X iOS 12.3.1, App version v 3.0.130009. Washer WM39000HWA. Dryer DLEX3900 (No issues). Router- GreenWave Systems FiOS-G1100, ISP- Frontier. ThinQ id is my email Girdharsumit but I don’t want to add domain here. 

Screenshot shows the network name connected, under product network in the application but Washer is always disconnected. I have reset the connection multiple time and also removed the washer completely and re added it from scratch but it works for a few hours and then shows disconnected again. 

steinbch

I’m also having this issue with a brand new WM3700HWA washing machine. Dryer works perfectly. Please update us on possible solutions. 

Dave67

I have the same problem as well. Dryer works, washer usually says disconnected but occasionally works. 

Rstuart202

Same issue for my WM3900HBA  washer. Simply can't rely on the wifi & app. For a company that makes tech products this is the worst IoT connected app I've used to date. Disappointing.

LGModerator1

Good Morning Everyone,

Thank you for the information provided regarding the 'washer showing to be disconnected' matter. I'd like to advise that there is an update scheduled to be released to help resolve this.

While there are not any exacts on an date or what will be updated currently, as I get information I will keep everyone informed.    

joanreb

@JamalofLG
I am having the same issue with my WM3900HWA installed 4 weeks ago.  Matching dryer is connected and stays connected.  Washer does not.  I reconnect it and then within several hours it shows disconnected again.  

App version 3.0.130009
Iphone X IOS 12.3.1
Smarthinq user ID: my email address which I don't want to post publicly
Model Number washer: WM3900HWA, serial not known
Router Manufacturer:  UNIFI Security Gateway...this is a commercial type router not residential WIFI signal is not the problem
Internet provider:  Cox

LGModerator1

Good Afternoon,

Our team has sent an engineer from Korea to investigate the issue. The following troubleshooting has addressed the issue for many customers.

A 2nd phone will be needed to use as a hotspot. We will call this phone A for troubleshooting purposes.

Enable hotspot on phone A
Connect phone B to the hotspot on phone A

Open the SmartThinQ app on phone B.

Hit + to add a product
Select top load washer
Select No on the touch screen question
Enable Wi-Fi on the washer
If phone B is an iPhone, input the password for the washer
Connect the washer to the hotspot on phone A

Once connected, a firmware update will download onto the washer
After firmware update is complete, the washer status in the app should show the washer is in Standby mode
From this point delete the washer from the app
Disconnect phone B from the hotspot and reconnect to your home Wi-Fi
Once connected to your home network, go back through the setup process
The unit should connect to your home network with no issue once the update has been downloaded to the machine

***WASHER MAY SHOW "DISCONNECTED" OR "POWERED OFF" IN SMARTTHINQ ONCE CONNECTED AND TURNED OFF***

Please let me know if this works. if it doesn't allow you to connect, please provide your model & serial number.

wms1982

Really? All that for a firmware update? There’s no easy way to do a firmware update? 

LGModerator1

wms1982, this was tried in the field by the engineer and it corrected the problem. The information provided above is for those who are interested in resolving it right away. I'm more than certain there will be something more official released at a later time.

z28lt1

Hi Jamal.  I tried the procedure and saw no evidence of firmware being downloaded.

I have a secondary problem is after I first connected the washer and it lost connection, I deleted and tried to re-addit and now  I always get "incorrect password" when connecting to wifi (even though I'm certain it is the correct password as evidence of the dryer and refrigerator connected).  So, I couldn't go back to my network.

However, I re-added it to the hotspot and let it sit overnight, and it seems like it disconnected from the servers (but stayed connected to the hotspot as I saw it connected) overnight, so it appears the fix didn't work.  The "software version" under the washer didn't change, so I think the new firmware did not load, but I don't have anyway to know for sure.

Thanks for working with us hopefully we get this solved.

wms1982

I did try it and it worked at first but now says disconnected in the app again. I also saw no evidence of firmware being downloaded. Only the washer connecting to the servers and that’s it. 

mrn66

I followed the steps above, it did not work the first 2 times. I think the 3rd time may have downloaded the firmware (had a cloud symbol I didn’t see the first 2 times). I can’t be certain the firmware downloaded because I don’t know what the prior version was. This is the software version currently showing:

Sorry, I couldn’t get the attachment smaller! I will let you know if it corrects the problem or not. 

Update: did not work, washer disconnected again. 

anrklein_1

Brand new washer (WM3500CW) and dryer. Same issue as everyone else - app shows washer as disconnected when off. Dryer works fine. Would be grateful to learn if LG provides a fix.

LGModerator1

Ensure that the device using the hotspot is connected to cellular data and not Wi-Fi. This can be contributing to the problem. We have had other customers test this out and it was able to get everything working.   

lowtone94

I want to confirm i am having the same exact issue. Bought the LG Washer WM3700HWA and Matching Dryer DLGX3701W. I constantly get Disconnected on the Washer, but dryer works fine. Using a Samsung Galaxy S10+ for the app. Connecting over 2.4 GHz Wifi network (Not  5GHz) Please let us know when this issue will be resolved.

ramanarao

Same problem. No response from LG SmartThinQ support. 

BigHoya

Has anyone found a fix for this? I’m having the exact same issue with my washer (WM3900).

mrn66

Just to be sure, I followed the steps again making sure my phone was on LTE. I followed all steps exactly, the washer connected to servers then a cloud with an up/down arrow appeared again (I think that was the downloading of the firmware but not sure). I set it up yesterday at approx 7:15 am. I set washer for a delay wash and I left for work. The delay wash countdown was visible on my phone and iPad app while I was at home, when I arrived at work (using LTE) and still showing countdown/connected while at work using WiFi. About 1 1/2 hours after setting up, the app still showed the washer status as delay wash however the countdown clock froze and remained at the same time For the rest of the day. The wash started at the set delay wash time (1:39 pm as confirmed by camera view) and was finished when I arrived home from work. At that time the app showed “disconnected” again and did not reconnect when I turned washer back on. I received no notification that washer started or finished. I attached screen shots from my phone, the time is shown at the top of each picture and the countdown appears to have stopped at 9:00 am. 

Sum

This is a band aid solution and not a fix. We paid premium price for the product and it’s features. This is unacceptable and shows company’s lack of accountability. They can’t brand app connected device that doesn’t connect!!! It probably is going to go back to Best Buy. They can replicate the code from dryer and apply it to washer. 

jcbares87

My washer has been showing as “power off” all day and working fine. I think something was pushed to it. It’s a 3900.  Can anyone else confirm theirs is working ok?

JMed

I own a set of washer and dryer LG 3700, and I'm not having the issues that some with same model are having. 

bopbop13

I have a new set of LG 3900 Washer and dryer.  We received them about three weeks ago.  The dryer has never been disconnected from the app/wifi, always stays connected and notes power off when not in use.  The washer will connect for a couple of hours and then switch from power off to disconnected and won't reconnect unless we unplug/plug the machine, manually reset the connection or maybe if we are lucky will reconnect three days later for an hour or two randomly and then switch to disconnected.  Called LG, they sent a technician who replaced the mother board with the wifi controller.  He also checked our WiFi strength just to make sure it was strong enough and it was.  After replacing the motherboard, no luck, still disconnects. Tried the hotspot/firmware recommended on this forum by LG, nothing has changed, washer still becomes disconnected after a couple of hours.  Wish this could be fixed.  We bought this washer and dryer set specifically for the notifications.  

bopbop13

Also, here is my information as requested by LG

SmartThinQ App version:  3.0.130011

• Cell phone model number and software version: iPhone XR iOS 12.3.1 and XS iOS 12.3.1

• SmartThinQ User ID: can request through personal message

• Product(s) model name & Serial Number: WM3900HWA

• Router Manufacturer:    sagemcom

• Router Model Number:  fast 526"

• Internet Provider: spectrum

VirtualMirage

I am having the same issue with my WM3900HBA washer that was purchased in May 2019. My DLEX3900B dryer that was purchased at the same time isn’t experiencing disconnects. They are installed as a stacked unit, so are the exact same distance from my router. 

Looking at my energy monitoring charts, it looks like the problem started up either late June or early July. If I turn off the WiFi on the washer and turn it back on it will connect for a cycle or two then loses connection again.

Was their a firmware update that “broke” the WiFi connection? Any ideas to when there will be a solution?

jcbares87

I take back what I said a few posts up^. Still disconnected.

Sum

I tried the fix suggested and could see the cloud sign. I was able to connect the washer but after a hour or so, it shows disconnected again. So the verdict is that the fix did not work. Also the instruction about iPhone weren’t clear. It doesn’t let you go forward and add password without connecting to LGs network. Get your act straight Guys!!! This is getting ridiculous

mrn66

Hello Jamal,

Are there any updates on a potential fix for this issue yet? I am beyond my return period now as I was expecting a fix to be applied in a timely manor. I have heard that replacing the motherboard also doesn’t fix this issue so I don’t want to waste anyone’s time, including mine, on a service call. I am very surprised that LG isn’t addressing this issue as the machine was sold as WiFi and app capable and it really isn’t. I have been patient, along with many others, however, it is becoming frustrating that no one from LG is reaching out to make this right. We paid top dollar for a machine that doesn’t provide a working feature in which we based our purchase decision on. This doesn’t seem fair and responsibility ultimately falls on LG to provide people with a solution to this problem. I truly appreciate any information or recourse you can provide.

michaelwc

I want to echo what everyone else is saying here. I tried the fix and got part way through a cycle before it lost contact again. Only my dryer alerts me when a cycle is finished. This was a major feature that we paid extra for and it doesn’t work. LG has known about this for months and has stopped providing updates here. 

LGModerator1

mrn66, there were some factors identified and a firmware update is being developed to fully resolve the issue. The new firmware should be pushed by out by mid September.