• 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:
(No issues with dryer DLEX3900B or refrigerator LRFDS3006S)
• Router Manufacturer: Linksys
• Router Model Number: EA9500
• Internet Provider: Verizon
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.
Our team has sent an engineer from Korea to
investigate the issue. The following troubleshooting has addressed the issue
for many customers.
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
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.
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