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Home › LG ThinQ

Washer shows as disconnected in summary page of app

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  • ▲ 5 ▼
    AngelaAngela Member
    September 28, 2019, 9:40 pm
    The BBB has no legal authority to make LG do anything. I already contacted them.

    LG are scum bags that don’t care about their customers. 

    LG will blame everything on the customer, WiFi, router or smartphone 

    As I said before LG told me they have no intention of fixing the WiFi. Exact words from LG:

    The washing machine washes clothes that is all that matters. If the WiFi does not work it is not a problem’. 

    LG is a scumbag company. 
    Sum
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  • ▲ 0 ▼
    guntherdguntherd Member
    September 28, 2019, 7:44 pm
    I too am experiencing this same issue.  My washer and refrigerator are setup correctly but the dryer indicates “disconnected”.  
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  • ▲ 0 ▼
    SumSum Member
    September 28, 2019, 6:41 pm
    A complaint with Best Business Bureau has been launched as well. I cannot deal with these threads and blatant disregard by LG. I paid premium price for product and expect them to work as advertised.
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  • ▲ 0 ▼
    anonymousanonymous Member
    September 28, 2019, 5:23 pm edited September 2019
    I am experiencing the same issues as mentioned above. In addition to everything mentioned already, I noticed another problem. When I select “washer” on the app while “power off”, the app gets stuck at “please wait” and stops working. I have to restart the app to make it work again. When I select “dryer” on the app while showing “power off”, the app continues working without any issue.

    App version: v 3.0.149002
    Cellphone Model/software: iPhone 6s IOS 13.1.1 (Same issue appears with iOS 12 and on the latest IPad OS.)
    Product/serial #: WM3500CW
    Router Mfg.: Verizon Gateway Router
    Router Model #: 
    Internet Provider:Verizon Fios

    My companion dryer (DLE3500W) does not have any issue with WiFi or smart ThinQ app. According to the firmware version and name of the WiFi module showing up on the Fios router, I guess the dryer is using a Qualcomm WiFi module and the washer is using a module from another vendor. That seems to be the difference. The WiFi module (or its firmware) in the washer seems to be broken.
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  • ▲ 0 ▼
    SumSum Member
    September 28, 2019, 5:14 pm edited September 2019
    Guys, there is a post of LGs FB post addressing the issue. Make sure you participate in it and post your comments. It’s been months and we have been taken for granted. Enough already! https://www.facebook.com/147689085280634/posts/2425346094181577?sfns=mo
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  • ▲ 0 ▼
    chrismac88chrismac88 Member
    September 27, 2019, 10:05 pm edited September 2019
    I just purchased the WM3500CW and DLE2500W less than 2 weeks ago and am seeing the same behavior as everyone else here.   The Dryer works with the SmartThinQ app flawlessly.   It always says "Powered Off", and even let's you download new cycles in that state.   However the washer always says "Disconnected" shortly after power off.   If I turn it on, it does sync up it's status with the SmartThinQ app, and will show the cycle starting, but at some point before it's finished, it must disconnect again, because I do not get the notification that the cycle is done.   I do recall it working correctly the first few times, at least as far as staying connected long enough to get the end of cycle notification.   But I don't understand if they got the dryer working properly, why they can't get the washer to work the same.
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  • ▲ 0 ▼
    AngelaAngela Member
    September 27, 2019, 9:28 pm edited September 2019
    MisterCylert you would think LG would give us directions on how to do software / firmware updates for the washing machine. 

    All LG does is ask us the same questions over and over again.  I have emailed them all this information repeatedly. I even emailed it to the LG thin Q app team. Of course they never respond. They just continue to ask the same questions over and over again. They have no intention of fixing anything. 
    Eventually a lawyer will purchase this washing machine and  be disappointed. Then he will start a class action lawsuit for us. 

    I believe this is the only way  the washing machine will get fixed. I was told by the Executive  LG  Ofice they have no plans on fixing the WiFi. They don’t even consider it a problem. As long as the machine washes clothes that’s all they are concerned about. 
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  • ▲ 0 ▼
    MisterCylertMisterCylert Member
    September 27, 2019, 5:26 pm
    I just uninstalled and reinstalled the LG SmartThinQ Android app from the Play Store.
    It was V 3.0.1408001, and now it's  V 3.0.1504000, so that at least got the app to update.

    The washer's software version hasn't changed though.  It's still reporting 202.15 / clip_hna_v1.9.041 / SAA40864901.000016 D4.0, SAA40864801.0000ED87.0
    I've powered it off using the button, as well as unplugging and plugging back in.  I'm not sure if this is the latest firmware or if there are steps required to make it update.
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  • ▲ 0 ▼
    MisterCylertMisterCylert Member
    September 27, 2019, 5:11 pm
    @Goody2Shoes The first issue I was had involved connecting a brand new WM3500CW washer to wifi.  The wifi light would blink, and I'd use the SmartThinQ app to connect to the washer and specify the SSID and key to connect to my home's wifi, then the wifi light on the washer would blink as setup completed and eventually go dark.  It just wouldn't obtain a wifi connection after completing setup on the SmartThinQ app, and I tried using 4 different access points (I'm in IT and have several) all in the 2.4Ghz range.  I was finally able to get a solid connection to wifi using an old Linksys WRT54G access point.  This allowed the washer to obtain the latest firmware, then I could connect to other wifi networks.  The SmartThinQ app has been version 3.0.1408001 the whole time.

    The current problem is:
    The wifi light on the washer lights solid when I turn the machine on, but the SmartThinQ app shows it as "Power off".  I'm now running the version released today, but had the same issue with the previous version, and the App Information and Usage still shows the same software version as before V 3.0.1408001 even after rebooting my phone.  What seems to work for me is to hold down the Delay Wash AKA Wifi button on the washer for 3 seconds.  The wifi light then blinks for a few seconds, then goes dark for several seconds, then finally lights solid.  After that, the SmartThinQ app shows the washer in standby mode as expected, with a message to turn on Remote Start to start the cycle.  Unfortunately, this is only a temporary fix, as the next time I power the washer on, the wifi light will be on, but SmartThinQ again reports that the washer is Power Off.  I'm using the SmartThinQ app on Android and tried with 2 different make/model phones with the same results.

    The dryer always works as expected when powered on.  I don't need to reset the wifi.

    I really hope the issues with the washers' wifi connectivity are escalated to a higher priority by LG support, considering the name of the machine I purchased is "4.5 cu. ft. Ultra Large Smart wi-fi Enabled Front Load Washer".  With broken wifi, the washer is NOT performing as expected, as @Angela was told by the Executive Resolutions Department.  The wifi feature is the reason we purchased these machines.  Otherwise, we would have spent less on similar models that didn't advertise wifi features.  I'd like to add that when the SmartThinQ app couldn't connect the washer to wifi, there was a button in the app to create a help request to smart.thinq@lge.com , so I filled that out twice and never got a response.  The form included my email address, as well as
      App version : 3.0.1408001
      Model category: 201
      ModelName:  VIC2_799_US_FACTORY

    The washer's software version is currently 202.15 / clip_hna_v1.9.041 / SAA40864901.000016 D4.0, SAA40864801.0000ED87.0
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  • ▲ 5 ▼
    AngelaAngela Member
    September 27, 2019, 4:40 pm
    I sent all that information you’re asking for to the LG smart Q app team. They have no clue how to fix anything just like you Goody2shoes
    Sum
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  • ▲ 0 ▼
    mrn66mrn66 Member
    September 27, 2019, 4:23 pm edited September 2019
    @ambsmi2001

    So far no new update showing as available yet. 

    App version: v 3.0.149002 (app says up to date)
    Cellphone Model/software: iPhone 7 IOS 13.1 and IPad Pro 10.5 iPadOS
    User ID: mrn66
    Product/serial #: WM3900HWA #905TNSU08894
    Router Mfg.: Verizon Gateway Router
    Router Model #: 
    Internet Provider:Verizon Fios


    Update: @ambsmi - Just started my 1st Load of  wash for today, the WiFi symbol won’t come on again. This time I took a video but it won’t let me post it here. I attached a screenshot. When I press WiFi for 3 seconds it just beeps twice and won’t light up or blink. 





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  • ▲ -5 ▼
    ambsmi2001ambsmi2001 LG Moderator
    September 27, 2019, 2:13 pm
    @wms1982 ; @mrn66 ;  @Angela ;  @steinbch ;  @PatentBoy ;  @LAZZZERS

    Please send me a Private Message of the Below: 

    SmartThinQ App version: There is an update released today, 9/27/2019 
    Cell phone model number and software version:
    SmartThinQ User ID: 
    Product(s) model # and serial number: 
    Router Manufacturer:    
    Router Model Number:  
    Internet Provider:
    Sum
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  • ▲ 0 ▼
    mrn66mrn66 Member
    September 25, 2019, 11:39 am edited September 2019
    @Goody2Shoes - 90% of the time my Washer WiFi symbol does not light up when I turn washer on and shows disconnected in app.  I have to hold the WiFi/delay wash button for 3 seconds for it to blink so I can connect, even then only on occasion will it stay connected through the entire cycle and never stays connected to the next day. Many times when holding the WiFi/delay wash button for 3 seconds only results in a double beep and WiFi will not light up/blink and I have to unplug and plug back in to even get light to come on. The dryer has been connected to WiFi since day one and has never disconnected and has always shown correctly in app with notifications every load. 

    UPDATE: I just put a load in, the app was connected and displayed wash cycle/time. As I was standing there the app went to disconnected status. The WiFi symbol was still on (solid not blinking). 


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  • ▲ 0 ▼
    DanielJDanielJ Member
    September 25, 2019, 2:20 am
    @Goody2Shoes - I'll be be happy to help. I sent you a message.
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  • ▲ 5 ▼
    AngelaAngela Member
    September 24, 2019, 10:57 pm edited September 2019
    Goody2Shoes:
     This problem has been going on now for nine months.   Is LG so incompetent that they can’t get their act together and fix this?

     My patience with LG have come to an end.  
     I want my money back.
     I even had an LG service technician come to my home and saw the machine disconnect from Wi-Fi.
     He didn’t know how to fix it because when he called LG for guidance they told him  they didn’t know what to do to fix it. 

     On the app there isn’t even a way to check to make sure that you have the latest firmware or software update on the washing machine.   Another LG example of total incompetence.  Now I know why no dealers in my area will stock your products or even sell them. 
    Sum
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  • ▲ 0 ▼
    Liquid5050Liquid5050 Member
    September 24, 2019, 8:01 pm
    A major deciding factor in purchasing a brand new LG washer and dryer was the Wi-Fi connectivity. I too have been dealing with the issue of the Wi-Fi not working on the washer for months. It's very frustrating that I paid so much for the latest and greatest when I could have settled for regular units from another brand that would have probably worked better
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  • ▲ -5 ▼
    Goody2ShoesGoody2Shoes LG Moderator
    September 24, 2019, 3:29 pm
    @DanielJ @steinbch @Angela @esm1 @wms1982 @PatentBoy @MisterCylert @mrn66 @LAZZZERS
    @Liquid5050 @amoctezuma @anonymous @sstefanick @Sum @RGS1 @unhappyLGwasherOwner @michaelwc @G_Man @ccdd55 @rmccabe1kc @maistelman @G2forLG @lowtone94 @ramanarao
    @BigHoya @JMed @bopbop13 @VirtualMirage @jcbares87 Our development team is working to resolve the connection and disconnected issues. More information along with some testing is needed. If you're still experiencing an issue with your washer not connecting or disconnecting, please send me a message so that more details may be gathered. 


    Sum
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  • ▲ 0 ▼
    DanielJDanielJ Member
    September 24, 2019, 2:40 am
    Even when the WiFi does work as intended, it doesn't have the capability to make Alexa announce when the laundry is finished.  I thought that was the whole point. :D  So it's pretty useless one way or another.

    I'm still manually telling Alexa to set a timer, just like I was doing with my old non-WiFi Whirlpool.  I can't hear the little chime from this new LG washer in the basement and I don't always notice the phone notification, even when it does work (which is rare since the WiFi is broken). Alexa is really the only alert that I find useful.

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  • ▲ 0 ▼
    steinbchsteinbch Member
    September 24, 2019, 12:50 am
    Angela-

    i know it isn’t a hardware issue because the newer versions of the firmware are keeping a steady connection to my router, even when washing. Now that it stays connected they just need to find a way to have it communicate correctly. I do feel a little hopeful since they have made some progress. 
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  • ▲ 0 ▼
    AngelaAngela Member
    September 23, 2019, 3:13 pm edited September 2019
     I just discovered something:
     
    If you unplug the washing machine and press start it will briefly cycle on and then residual electricity will deplete and it will turn off.

     Plug the washing machine back in  and turn it on.  It will successfully connect to Wi-Fi  

     Now I know the problem is not the motherboard or electronic circuitry of the washing machine. The problem is either the software and or  washing machine  firmware.  

    If any of you  could duplicate this on your washing machine.  I think it would be helpful for a final resolution of our problem. 

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  • ▲ 0 ▼
    AngelaAngela Member
    September 23, 2019, 3:06 pm
    The smart thin Q app team finally responds to the email I sent them.  They said that if I am still having these problems then answer the following questions which I already answered. 
     
    I give up. They are never going to fix this or give us our money back for the washing machines. 

    They’re not going to  do anything to correct this problem.  I have spent significant time and effort regarding this  
     I learned my lesson.  I am never purchasing any more LG products end of problem.  
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  • ▲ 0 ▼
    steinbchsteinbch Member
    September 22, 2019, 1:58 am
    This whole thing is a mess. My first load tonight stayed Powered Off in the app, but my second load is now showing correctly. Might as well just set a timer with these inconsistencies. 
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  • ▲ 0 ▼
    mrn66mrn66 Member
    September 20, 2019, 1:28 pm edited September 2019
    I downloaded the updated app this morning and reconnected washer, now it  is just showing as disconnected status, no longer says power off. Jamal do you have any updates, you seemed to have abandoned this thread and left us all hanging, LG giving different answers than you implied. Did the update already come out or is it still in the works? 
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  • ▲ 0 ▼
    AngelaAngela Member
    September 20, 2019, 9:56 am
     LG does not care we are having these problems.   I was personally told by the LG executive office they are not fixing anything.   I would call Home Depot and tell them about these problems they will probably stop carrying LG  
     No dealers in my area will stock them anymore.  The dealer I bought my washing machine from told me he won’t even do future special orders after I contacted him. 
    MisterCylertZipper
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  • ▲ 0 ▼
    MisterCylertMisterCylert Member
    September 20, 2019, 2:42 am edited September 2019
    Exact same issue on a brand new WM3500CW front load washing machine.  The dryer connects to wifi perfectly fine, but the washer goes through the SmartThinQ setup and fails to register.  I've tried multiple access points, and the wifi will blink during setup, then go dark when setup is complete when it should stay lit solid.  Just installed the SmartThinQ app on Android today, so it's the latest version.  A new firmware was promised in mid-September.  Anyone have a more specific date for when the new firmware will be available?  I'm considering telling Home Depot to come take this broken thing back, since the name of the product is "Large Smart wi-fi Enabled Front Load Washer", and the wifi is most definitely not enabled on this thing.
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  • ▲ 0 ▼
    AngelaAngela Member
    September 19, 2019, 8:12 pm
    My washer always says powered off now. It might as well say disconnected because when you do turn it on nothing happens at all it just says power off. 

     I did a wash today and I forced it to connect with Wi-Fi in the middle of the cycle it just disconnected 
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  • ▲ 0 ▼
    PatentBoyPatentBoy Member
    September 19, 2019, 6:47 pm
    @steinbch

    The problem persists.  I have the latest firmware and the updated app and the washer still states that it is “Disconnected”
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  • ▲ 0 ▼
    AngelaAngela Member
    September 19, 2019, 1:53 am
     It will say powered off but when you turn the washing machine on nothing will change   It will still say powered off.
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  • ▲ 0 ▼
    steinbchsteinbch Member
    September 19, 2019, 1:15 am
    Can anyone check to see if the latest version of the app (iOS 3.0.1409001) fixed anything? The latest version of the firmware 202.15 fixed the washer dropping the WiFi connection, but the app at the time didn’t seem to pick up that the washer was connected. Updated the app and now the washer is showing that it is Powered Off (correctly). 
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  • ▲ -5 ▼
    AngelaAngela Member
    September 18, 2019, 4:38 pm
    Jamal  called me the other day telling me my computer had a virus and he wanted me to send him an Apple gift card scam. 
    LG sucks.  I should’ve listened  when 4 dealers in my area refused to carry LG products 
    Zipper
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