My workaround is to press the Wi-Fi button for three seconds. Once the wi-fi indicator starts blinking, I power the washer off using the power button. Then I power the washer back on. When the Wi-Fi light illuminates, the SmartThinQ app shows the washer in Standby. This approach has not failed to work for me and gets to working state faster than waiting for the light to stop blinking and the wi-fi to reconnect.
Sometimes pressing the Wi-Fi button for three seconds works, sometimes it doesn’t. In that case I have no choice but to unplug it and turn it back on again. When LG service was at my house and they saw disconnect from Wi-Fi I didn’t get a new electronic control board. Looks like it wouldn’t have made a difference anyways.
LG has no clue how to fix this and does not want to give us our money back.
Just wanted to post an update. After having the control board replaced in my machine my WiFi hardware is turning on consistently (WiFi symbol lighting up each time machine powered on and staying lit during cycle, it appears the hardware is working now). I am still having issues with app connectivity, just slightly different now. For the first week the app always showed machine as powered off when not connected, only came up as disconnected 2x over this weekend for whatever reason, and now it’s back to power off. Machine only connects to app sometimes, other times it still shows power off while machine is running. If I do get it to connect it will stay connected through a couple cycles and send notifications. Usually over a period of several hours (or overnight) it won’t connect to app again on its own. What I found as a work around, for now, is this: when I turn on the wash cycle I check my app, if it still says power off and doesn’t show the machine is in standby or show cycle is running, I press the WiFi button for 3 seconds..... the symbol will blink, turn off for a few seconds then come back on as a solid WiFi symbol. As soon as the solid light comes back on it automatically connects to my app and shows the correct status of the machine. Almost like it wakes up the module and forces it to reconnect, I don’t know how or why but for now it is a way to connect. Not sure if it will work for everyone but it’s better than unplugging each time.
Keep up your disgraceful attitude LG and it won’t be long and you will be out of business. No company can survive treating this customers likes you do.
I contacted Consumer Reports and showed them this thread. They will revise the reliability and crap Customer Support LG provides its unvalued customers. Congratulations your ratings will be downgraded.
I was also told they will make people aware of the Wi-Fi problem. Not just about the problem but for how long it’s been going on.
LG has forgotten how important good Customer Service is. I hope this costs LG money and is a good wake up call!
"LG says issues with the washer will be updated in a firmware version, but hasn't said when that's going to happen." @chrismac88 asks, "Where have you heard that? Did someone from LG tell you that? if so, who?"
I don’t think it’s necessarily faulty hardware related. At the beginning of the summer on older firmware, the washer was constantly disconnecting from my WiFi network (ignoring what the LG app actually says). With the most recent version of the firmware, the washer’s connection has remained connected to my router for pretty much the whole time (again, ignoring what it says in the LG app). This leads me to believe that this is more of a software issue.
@mistercylert - I concur with your assessment. It seems that the HNA WiFi module in the washer dies (i.e. stop functioning) after a while. This could very well be due to the firmware (i.e., embedded software) bug in the HNA WiFi module. Qualcomm module in the dryer doesn’t seem to have this issue.
@dlnickels To determine the software version of the washer, I go to the SmartThinQ Android app, tap Washer, then the 3 dots at the top right > Settings. Software version is listed here. You might notice the washer says clip_hna, whereas the dryer says QC_Modem. Maybe those are different wifi chips, perhaps HNA vs Qualcomm? Perhaps the washers were built with bad wifi hardware.
How are you determining the software version in the Washer? I stated in my earlier post and I concur with your assessment -- we have either a logic problem in the software which is preventing the washer from connecting to the telemetry server or a hardware issue with the wireless adapter. A software/firmware update might be able to address the logic flaw. A hardware problem means LG providing updated hardware as a warranty repair. I hope that LG technical support will engage here and give us some update as to the nature of the problem and their plan to address it.
MisterCylert:: You have perfectly described the problem that has been occurring for the last 10 months.
There is no telnet I am aware of you could use to fix this yourself.
I think we all know by now LG is Never going to fix this problem.
My appliance dealer told me LG had a very expensive refrigerator that wouldn’t connect properly with Wi-Fi. Then when they came out with a new model they changed the electronics and it did work, but they did nothing for the people that had the defective units before the change took place.
We are the people with defective washing machines that are not going to get new electronics when the next model comes out
There is a very good reason why more and more retailers refuse to carry LG products. LG you suck
The problem doesn't seem to be the SmartThinQ app, but the firmware running the washer. LG says issues with the washer will be updated in a firmware version, but hasn't said when that's going to happen.
The Android SmartThinQ app from the Play Store has received a few updates in the month that I've owned the WM3500CW washer with bad wifi, but it has NOT updated the washer's firmware. The washer has been at Software version 202.15 / clip_hna_v1.9.041 / SAA40864901.000016 D4.0, SAA40864801.0000ED87.0 for about a month now. The dryer works fine, and I'm assuming it uses a different wifi adapter. Washer says "Disconnected" when the power is off (and often stays "Disconnected" when the power is on and the wifi light is on as well), while the dryer says "Power Off" as expected and always shows the correct status in SmartThinQ.
I've tried all the tricks, including unplugging, holding the start button, reconnecting to wifi. Nothing seems to trigger a firmware update. The only thing that seems to work to get the washer on the wifi after it's been powered off has been to hold down the Delay Wash + Wifi button until the wifi light begins flashing. Wait for a couple minutes and the light will go from flashing to dark for several seconds to finally staying lit. At this point, it will have reconnected to the wifi. It's annoying to do this every time I want to start a cycle. It also frequently goes back to being Disconnected in the middle of a cycle, so I won't receive an alert in the SmartThinQ app when the cycle is complete. My home's wifi isn't the problem, as the dryer works perfectly fine.
I'd love some instructions on how to remote into the washer via telnet or ssh so I could attempt to fix it myself.
Anonymous, the power strip is a really good work around. It’s ridiculous we need to do things like this this for a brand new expensive washing machine.
My advice to everyone is return it to the store because LG won’t fix it and I am positive they don’t give a crap.
I even had an LG repairman watch it disconnect from Wi-Fi and LG told him to do nothing because they don’t see it to be a problem.
Angela - you are absolutely correct. That’s why I added an outlet switch (essentially a power strip) to control the power instead of physically unplugging/plugging the cord. This is a temporary workaround and I need a permanent fix from LG. Also, this workaround may not work for others. It’s extremely frustrating, but I have to live with this until LG releases some kind of permanent fix (if they ever do).
I have tried your solution, but something I don’t think you are aware of. When you plug the washing machine back in, quite a bit of electrical current goes into the machine the second you plug it back in. If the room is dark you will notice light sparks as you plug it in. This is normal for most electrical motor appliances. However over a period of time it will ruin the electrical outlet. I don’t recommend you do this repeatedly. LG service person told me that during a home visit. I demonstrated this for him.
@dlnickels - Your situation seems similar to mine. As I mentioned, my workaround is to unplug and re-plug the power cord right before each wash cycle. (After it’s unplugged, you have to wait for 5-10 seconds before re-plugging it in so that the residual power gets completely discharged.) Then, when I push the power button on, the WiFi works fine for one cycle and my iphone app receives a notification properly at the end of the cycle. However, the washer will eventually display as “disconnected” in the app at some point (typically after several hours or a day) and it will not function properly in the next load unless you unplug and re-plug the power cord again. I am not sure this will work for your washer, but it’s worth trying.
@mrn66 - it sounds like your WiFi hardware is working now. If the app still doesn’t work properly, try unplugging and re-plugging the power cord before each cycle.
This is not the ultimate solution and I am not sure it will work for everyone, but I can at least run loads and get notifications.
We recently purchased a LG washer/dryer pair (WM3700HWA/DLGX3701W). I am experiencing a VERY frustrating problem similar to what others have reported in this thread. Our situations is as follows:
1. Both appliances are connected to the wi-fi and have the wi-fi symbol illuminated constantly. 2. Wi-fi signal in the room, and indeed right at the Washer, shows nearly full signal strength. 3. In the SmartThinQ App the Dryer either shows Power Off, Standby, or a proper indication for the cycle it is running. It has NEVER, to our knowledge, showed Disconnected. We receive alerts as expected in the App. In short, the dryer seems to work as expected. 4. The washer does NOT function appropriately at all. Sometimes it will show Power Off when it is indeed off, but most times it is showing Disconnected. We do NOT receive notifications as expected (like with the Dryer). When the Washer is powered on and in a cycle, it typically shows Disconnected in the SmartThinQ app.
There appears to be some logic fault with the Wi-Fi unit in the Washer. I say this because unplugging the washer, waiting 30 seconds, and plugging it back in does nothing. However, we found that if you turn on the washer and press and hold the Wi-Fi button, then the Wi-Fi symbol will start to blink. At that point, the Washer reconnects to the server. Status of the washer in the SmartThinQ app will become Standby. You can then power off the washer and it will indicate Power Off in the app. The washer will then function temporarily in this mode. But the Disconnected will reappear at some point. It is almost as though the Wi-Fi in the washer does not automatically "reconnect" to the server. Is there a way to update the firmware to address this issue? Is there another way to get the washer functioning appropriately with the SmartThinQ App? If a logic board replacement is needed, how do I get on the list for one of those?
Given the amount of consumer feedback just on this thread, I am hoping that LG steps up and provides more information to the customer on this situation. It needs to be resolved...
@Anonymous - I will keep you updated. As of now I can say that my WiFi module itself appears to be working properly now (not the app connectivity, the actual WiFi symbol lighting up). The WiFi symbol light comes on each time machine powered on and is not going out during a cycle. With that being said, it is still not playing nice with the app. The first 2 loads showed up in the app as washing but the countdown clock on the app freezes a few min in and the wash ends without notification, then a few min later the app resets itself to show power off. I am going to reset my network and add back in from scratch and see if that helps. I will let you know later in the week, after multiple loads, if there is any change.
mrn66 - please keep us updated on your progress. If this is a hardware issue, I need to request LG to replace the board as you did. My workaround so far has been to unplug and re-plug the power cord right before a wash cycle. Then, the washer stays connected to WiFi for the duration of one cycle and successfully sends a notification at the end of cycle. However, if I turn on the washer to run another cycle after several hours (without unplugging-replugging), the WiFi doesn’t connect again. Basically I have to unplug and re-plug the power cord before every wash cycle. This is not the end of the world, but definitely something’s wrong. Please try multiple cycles with several hours or more in between (without unplugging) and let us know if it keeps working properly. Thank you.
Just wanted to post an update. I have all the same issues with app disconnecting from washer WiFi on a consistent basis since day one. My problems also included the WiFi symbol not coming on when powered on or the WiFi light turning off during cycle and then coming back on but not reconnecting. I am unsure if this is what was causing the app to keep disconnecting Or if there is also an app/firmware issue. After direct messaging with the moderators that requested info, I provided them with all their requested info regarding app issues and sent pictures and description of the other issue with WiFi symbol light turning off on its own during cycle and/or not always lighting up when powered on (unable to turn on and re-set by pressing WiFi button for 3 sec). They said that was not normal for the WiFi not to turn on (light up) when powered on and scheduled an LG service rep to come out. A new board/control panel was installed and the service rep was great. The machine has been connected to WiFi and is showing as power off in the app at the moment. I will provide an update this week after using the machine/app and let you know if anything has changed regarding app connectivity.
@Wohlrich I think I what happened there is, the washer is able to connect fine to wifi when it is powered on. So you got the alert about the washer error. But what happens in my case, and it just happened this morning, is that as soon as the cycle is done, it powers off and loses wifi connectivity, so no alerts for when the cycle is finished. Can you confirm if you got a push notification when the cycle was finished?
Add me to the list of people having problems with the WM3900HWA from Home Depot. Funny thing is I got fed up while on the road this week and started leaving comments all over the place(what else you gonna do in a hotel room with nothing but time on your hands), on LG's Facebook Page, in Home depot Reviews, everywhere i could... A few days ago LG reached out to me in a FB message, today I got around to responding, as usual they asked for the model number, so I went downstairs to toss a load in and grab a pic of the model number, low and behold the damn thing started working as it should, atleast for now. I'll report back in a day to see if it's still good or not, but I'm wondering if something has changed for everyone in the last few days. I'm hoping they finally found a solution for our issue.
Side note: what actually alerted me to it working, OR MAYBE CAUSED IT TO WORK, I had put a load in and turned the washer on. I still had the door open when muscle memory took over and I hit the start button, that's when the washer error'd on the screen, and I heard both my phones(one android, one iPhone) alert upstairs that "the washer had encountered and error" I closed the door and hit start on the washer, when I came back upstairs I had working information on both my phones. Maybe they fixed it, maybe I'm on to something here.
Add me to the list. Washer shows not connected and never get cycle information. Dryer is fine. Tried all steps listed in this thread with no success. very disappointed.
Answers
Thanks, I will try that too 😊
Sometimes pressing the Wi-Fi button for three seconds works, sometimes it doesn’t. In that case I have no choice but to unplug it and turn it back on again. When LG service was at my house and they saw disconnect from Wi-Fi I didn’t get a new electronic control board. Looks like it wouldn’t have made a difference anyways.
I contacted Consumer Reports and showed them this thread. They will revise the reliability and crap Customer Support LG provides its unvalued customers. Congratulations your ratings will be downgraded.
I hope this costs LG money and is a good wake up call!
@chrismac88 asks, "Where have you heard that? Did someone from LG tell you that? if so, who?"
Earlier in this thread:
Where have you heard that? Did someone from LG tell you that? if so, who?
How are you determining the software version in the Washer? I stated in my earlier post and I concur with your assessment -- we have either a logic problem in the software which is preventing the washer from connecting to the telemetry server or a hardware issue with the wireless adapter. A software/firmware update might be able to address the logic flaw. A hardware problem means LG providing updated hardware as a warranty repair. I hope that LG technical support will engage here and give us some update as to the nature of the problem and their plan to address it.
You have perfectly described the problem that has been occurring for the last 10 months.
The Android SmartThinQ app from the Play Store has received a few updates in the month that I've owned the WM3500CW washer with bad wifi, but it has NOT updated the washer's firmware. The washer has been at Software version 202.15 / clip_hna_v1.9.041 / SAA40864901.000016 D4.0, SAA40864801.0000ED87.0 for about a month now. The dryer works fine, and I'm assuming it uses a different wifi adapter. Washer says "Disconnected" when the power is off (and often stays "Disconnected" when the power is on and the wifi light is on as well), while the dryer says "Power Off" as expected and always shows the correct status in SmartThinQ.
I've tried all the tricks, including unplugging, holding the start button, reconnecting to wifi. Nothing seems to trigger a firmware update. The only thing that seems to work to get the washer on the wifi after it's been powered off has been to hold down the Delay Wash + Wifi button until the wifi light begins flashing. Wait for a couple minutes and the light will go from flashing to dark for several seconds to finally staying lit. At this point, it will have reconnected to the wifi. It's annoying to do this every time I want to start a cycle. It also frequently goes back to being Disconnected in the middle of a cycle, so I won't receive an alert in the SmartThinQ app when the cycle is complete. My home's wifi isn't the problem, as the dryer works perfectly fine.
I'd love some instructions on how to remote into the washer via telnet or ssh so I could attempt to fix it myself.
I have tried your solution, but something I don’t think you are aware of. When you plug the washing machine back in, quite a bit of electrical current goes into the machine the second you plug it back in. If the room is dark you will notice light sparks as you plug it in. This is normal for most electrical motor appliances. However over a period of time it will ruin the electrical outlet. I don’t recommend you do this repeatedly. LG service person told me that during a home visit. I demonstrated this for him.
@mrn66 - it sounds like your WiFi hardware is working now. If the app still doesn’t work properly, try unplugging and re-plugging the power cord before each cycle.
This is not the ultimate solution and I am not sure it will work for everyone, but I can at least run loads and get notifications.
1. Both appliances are connected to the wi-fi and have the wi-fi symbol illuminated constantly.
2. Wi-fi signal in the room, and indeed right at the Washer, shows nearly full signal strength.
3. In the SmartThinQ App the Dryer either shows Power Off, Standby, or a proper indication for the cycle it is running. It has NEVER, to our knowledge, showed Disconnected. We receive alerts as expected in the App. In short, the dryer seems to work as expected.
4. The washer does NOT function appropriately at all. Sometimes it will show Power Off when it is indeed off, but most times it is showing Disconnected. We do NOT receive notifications as expected (like with the Dryer). When the Washer is powered on and in a cycle, it typically shows Disconnected in the SmartThinQ app.
There appears to be some logic fault with the Wi-Fi unit in the Washer. I say this because unplugging the washer, waiting 30 seconds, and plugging it back in does nothing. However, we found that if you turn on the washer and press and hold the Wi-Fi button, then the Wi-Fi symbol will start to blink. At that point, the Washer reconnects to the server. Status of the washer in the SmartThinQ app will become Standby. You can then power off the washer and it will indicate Power Off in the app. The washer will then function temporarily in this mode. But the Disconnected will reappear at some point. It is almost as though the Wi-Fi in the washer does not automatically "reconnect" to the server. Is there a way to update the firmware to address this issue? Is there another way to get the washer functioning appropriately with the SmartThinQ App? If a logic board replacement is needed, how do I get on the list for one of those?
Given the amount of consumer feedback just on this thread, I am hoping that LG steps up and provides more information to the customer on this situation. It needs to be resolved...
My workaround so far has been to unplug and re-plug the power cord right before a wash cycle. Then, the washer stays connected to WiFi for the duration of one cycle and successfully sends a notification at the end of cycle. However, if I turn on the washer to run another cycle after several hours (without unplugging-replugging), the WiFi doesn’t connect again. Basically I have to unplug and re-plug the power cord before every wash cycle. This is not the end of the world, but definitely something’s wrong.
Please try multiple cycles with several hours or more in between (without unplugging) and let us know if it keeps working properly.
Thank you.
Side note: what actually alerted me to it working, OR MAYBE CAUSED IT TO WORK, I had put a load in and turned the washer on. I still had the door open when muscle memory took over and I hit the start button, that's when the washer error'd on the screen, and I heard both my phones(one android, one iPhone) alert upstairs that "the washer had encountered and error" I closed the door and hit start on the washer, when I came back upstairs I had working information on both my phones. Maybe they fixed it, maybe I'm on to something here.
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