Cannot connect WM3700HWA washer to smartthinq app

gstung

Using galaxy s8+ phone with the latest android and smartthinq updates.

This is what I've been doing:

Open SmartThinq app
Click + sign in the corner
Click front load washer
Click NO to "do you have a touchscreen?"
It goes to the screen where it tells me to turn on the washer and hold down delay wash
I turn on the washer and hold down delay wash
There is one beep and the wifi symbol starts blinking
The SmartThinq app says "please wait"
I see the wifi go off my home network and connect to the LG washer network

That's where everything stops. It just keeps saying "please wait" and nothing ever happens.

Please advise.

tylerrichey

It won't let me edit my previous post, but I'll add that my solution only works in the short-term and the problem is actually much stupider. I wrote up how I diagnosed and found a workaround for the issue here: https://tylerrichey.com/posts/my-smart-washer-is-an-idiot/

To summarize: There is definitely a bug in the software that LG needs to address. You can, technically, get a workaround in place so the washer will connect and stay connected, but I don't think it's a viable solution for most users.

tylerrichey

I just went through the same nightmare everyone else in this post has had (dryer works fine, washer no luck), but I think I know what the issue is:

Shoutout to the guy who recommended using the hotspot on another phone and then changing the network. I tried that, and the washer connected to the wife's phone's hotspot with no issue, but when I attempted to change it to the right network, I was back at square one with the same failures.

This made me think: Phone hotspots are only 2.4ghz. I assume many of you, like myself, have your WiFi SSID configured to be the same for 2.4ghz and 5ghz. I'm lucky to have advanced networking hardware in the house, so I logged in to my dashboard and created a new WiFi SSID that was ONLY 2.4ghz, and the washer connected to that with no issue.

If you have a consumer grade WiFi router/AP, login to it and look for an option to enable to "split" your SSIDs by frequency; or instead there might be an option to "combine" your SSIDs, that you need to disable.

This should result in you now having a second network when you look on a device to join WiFi, probably something that has the same name as your normal network, but with a "_2G" or "_IoT" appended to it. Try to get your washer to join that new network and hopefully you'll have the same success I did.

NOTE: If you split (or un-combine) your networks and you have other IoT devices (the dryer, alexa, smart lights, ecobee, etc), they will all need to be re-added to the new 2.4ghz only network as IoT devices never support 5ghz!

*Also, make sure you're broadcasting the 2.4ghz SSID. It wouldn't initially connect until I broadcasted it, but once it connected, I turned off the broadcasting and it's still currently connected.

JoeyDSchmoey

Currently working through this issue with my WM3900 washer. Dryer connected with no problem. LG tech came and replaced the display board with no change. Talking to LG technical support, they have no idea what to say or do really. One guy actually tried to blame my WiFi as the problem and had to get escalated to a supervisor. I guess next steps is to replace the entire washer. I’m not confident that will fix the problem though and just be a major hassle. I’m interested if ANYONE has gotten their washer to connect to WiFi. I’ve seen the hotspot workaround that also works for me but I’m not going to leave my phone in hotspot all day every day.

bayareakirk

Same, but worse,. I have a new 3900 washer and 3900 dryer. My issue seems worse because neither connects to wifi - not even the dryer. I've tried everything here plus followed much improved instructions that I found on youtube.

My android phone sees the LG network but reports that "internet may not be available" or "ready to connect when network quality improves". If i go into advanced settings it shows 70-89mb connection. Meanwhile the ThinQ app freezes on the connection page - "connection" symbol spins until the washer or dryer stops trying. I never even get to the page where you pick which wifi network to connect the appliance to.

Very frustrating. I don't want to waste hours on the phone especially if nobody is solving the problem.

LG, Do I need to have Costco pick up these machines and go with Samsung instead?

Airsilk

I have an iPhone and I turned on my hot spot function on my phone then proceed to add my washer as usual on the LG ThinQ app and it worked! Washer connected no problem.

QuickFingers

I picked up both washer model: WM3800HBA and dryer model: DLEX3900B two days ago on Feb. 7, 2020 and I just tried using the ThinQ app for the first time on a Samsung Note 10+ android phone. The dryer connected with no problems on the first try to my existing wifi network but the washer keeps telling me that it is connected to my wifi router but there is no internet connection. I also tried connecting it to a secondary wifi router that I use as a wifi extender which is literally on the other side of the wall and it keeps telling me that the password was incorrect which is ridiculous as the wifi password is the same across my entire wifi network. I even disconnected my Samsung phone from the wifi network while standing next to the washer so that I could reconnect with the same password in order to prove out it wasn't a password issue.

Just for trying, I changed my secured wifi password to something as simple as "washme123" and I still end up with the same problem (connected but no internet or incorrect password).

So here I am searching for a solution to my problem and after seeing all these comments up to this point I have little hope that LG will fix the wifi problem on their washers.

EDIT: (02-17-2020)
Today, I finally got my washer to connect to my existing wifi network with the help of another mobile device.

1. Find another cellphone and turn it into a "mobile hotspot".
2. Add the washer in the ThinQ app like you would and connect it to the mobile hotspot.
3. It should not get stuck at 20% when connecting and eventually make it to 100%.
4. The washer will appear on the home screen where it will do a firmware update (for first time users).
5. During the firmware update it may get disconnected from the mobile hotspot because the wifi indicator on the washer will turn off when the time to register a wifi network expires. No worries.
6. Tap your washer on the home screen (even though it says "disconnected") and select the 3 dot menu at the top right corner.
7. Select "settings", select "change network", select your wifi network not the mobile hotspot, enter the password.
8. It should connect to your wifi network with no issues.

So to be certain that I would not face the same problem next time then I removed the washer from the ThinQ app, power off the washer, unplug the power, hold down the power button for 15-20 seconds to drain any remaining power, plug it back in and start the same process again to add my washer to the ThinQ app with just the steps within the app (no work arounds). It connected to my wifi network seamlessly (like it should have from day one).

I have a feeling that my wifi issue may have been a firmware problem and the firmware update in the beginning after connecting it to the mobile hotspot may have fixed it. My washer is on software version 202.23 / clip_hna_v1.9.048 / SAA41387401.0000DA97.0, SAA41387301.00004ED6.0.

debmcdaniel

I have tried everything to get my new washer connected. Dryer connected right away. I have unplugged the washer to reset, turned on and off my wifi on my phone. Uninstalled the app and reinstalled it. Nothing is working. Very frustrating. Please advise. 

beans_caw

I was having the same issue. Dryer connected fine. Washer which is sitting right next to dryer did not. Had all the same issues as mentioned in this thread. On a whim, I decided to move one of my wifi extender pods to the laundry room. I went through the same connection steps as I had previously and it worked! Once connected, the washer went through a firmware update and has stayed connected through multiple washes. I can't say with 100% certainty that this was the solution and it seems strange that the dryer connected fine  but the washer would not considering they're the same distance from the router. I'm just happy to finally have it functioning! 

chelsiryanne

I’ve been having this problem for months. Spent hours on the phone with technical support to no avail. MOD is there any solution here? This is absurd. 

I’ve tried every “solution” mentioned here, none have worked. My drier is connected and working perfectly. 

rhett

Same issues as everyone else. Only had washer a month. Dryer works great. LG are you listening?  Can you help us all please?

danglez83

Same, WM3900. Washer WiFi worked for a day and now it’s “disconnected” and can’t even get the WiFi icon to flash (haven’t unplugged yet). Dryer has been working fine. How has this still not been addressed? A major feature not working for so many people?!

mkosma

I’m having same problem. Brand new WM3900HBA does not connect but Dryer and Styler both work fine. LG what is the deal?

sparky1641

Just bought a WM3900 washer and having the same problem with Wi-Fi  though temporarily fixing the issue is a matter of unplugging for a few seconds and plugging back in. Anyone know if a fix has been released for this bug?

sjp

This is my second washer WM 3700HVA with the exact same issue. The dryer connected with no issues but the washer will not connect to WiFi. I have spent many hours trying to troubleshoot this problem myself, with Costco, and with LG and no solution— the issue is not me, it is the product and no one seems to know what to do, or care. Can someone please figure this out?

Mlissie

Just got my WM3700HWA set up today. The wifi light never has come on at any time. Also, I am unable to create an account on mobile ThinQ App. Any suggestions?

Tone_lor

I was having the same issue as everyone else. 

Dryer hooked up immediately but can’t connect washer. 

So I came here to see what the issue was. Unfortunately it wasn’t a big help because no solutions have been made. 

I tried one last attempt and it worked! 

Here is exactly the steps I took. 

1. Put phone in airplane mode. 

2. Unplug machine for 15 secs while holding power button. 

3. Plug in machine 
4. complete the process exactly as the steps are shown. 

Surprisingly enough it finally worked!! Hope this helps 

Davystyles

Just had my washer delivered today and am having the same problem, please advise how to fix. Dryer works beautifully

bigapple331

I have the same problem. Washer is WM3900, the paired dryer works well. I can't believe this problem has been there for such long time!

I tried with iPhone XS, iPad. No android device at home now.

jailormoon

Put your android phone in airplane mode, wait a minute, then turn airplane mode off. Re-run the setup process. 

Kine

I was able to connect my washer from my wife's phone later. Not from my. Both android 9. Seems like some stereotypes 😎.  And after that I just find out that there is no possibility to share the device with other users. LG, really? Home applience for singles only? What the....

Liquid5050

Its now late August.

Moderator.. Has this issue been resolved? Update us, please! 

mrn66

- I am having the same issue with my 3900 Washer. The dryer is fine. There have been 2 software updates, the last one updated my washer to version 202.15 on August 23rd. So far no change except now my WiFi symbol doesn’t light up or turn on unless I unplug washer and plug back in. Then it disconnects before wash is finished. Is the latest software update the one that was supposed to fix the problem, or is there still another update coming? Beyond frustrated with LG at this point. I have been involved in another thread on this site since early July with promises that problem being worked on, but getting no where! Link to another 8 page discussion on this exact issue. https://lgcommunity.us.com/discussion/3457/washer-shows-as-disconnected-in-summary-page-of-app/p1

chm68

Smartphone connectivity and control were selling points for my recent purchase of my LG washer. As an IT professional with 25 years experience I must say this implementation is a complete failure. Neither the hardware nor the software is acceptable..  LG should be ashamed. I will not recommend the purchase of this equipment and wonder why we have not seen a class action law suit addressing the problems so many of your customers have experienced. 

tevia5

Exactly!   How will we be able to do the firmware update if we are not even connected?

Kine

@Goody2Shoes How we will be able to upload the firmware if we cannot connect to the machine?

Goody2Shoes

@thunderbolt
@Srn
@thp108
@joenforcer
@crisscross
Thank you all for your feedback regarding your washers continuously showing to be disconnected. This has been escalated to our application developers. A firmware update for the Wi-Fi modules in the units is planned for late August and should address this issue. Your patience is greatly appreciated. 

thunderbolt

@ambsmi2001 I have WM3700 washer and dryer DLEX3700. Dryer has no issue connecting to WiFi. I have issue connecting washer to WiFi. I connected to LG local WiFI then it promtem me to go to LG app, where I connnected to my home WiFi. It accepted password and showed status connect 1% ->> 100%. After this it went to app main window where it was showing status registering product. While it is registering the product, WiFi symbol on washer was blinking and then it goes off. Now app shows registration failed. This happens everytime I try to connect to Washer. 

There are many LG washer plagued with WiFi issue, I am surprised LG decided not to offer solution. Stop calling it smart washer, it is dumb washer.

Srn

@ambsmi2001 as an LG moderator it doesn't send that you helped anyone. Can you actually tell us how to fix this problem? 

saltdet

Same problem as others. Washer connects with wifi. Runs once on wifi then disconnects. Dryer works fine. Wifi signal works fine. Dryer  is stacked on washer. WTF LG we all can’t be doing something wrong. Perhaps we should file a class action lawsuit. Also, the new power cord is only 5 feet. My prior LG washer cord was 7 feet. Is LG Aware this  is a violation of US Electrical codes? 6 feet is required. 

joenforcer

@ambsmi2001 I am having this problem as well. I'm disappointed and was hoping for a solution. This problem is occurring on my WM3900HWA while my DLEX3900W never has a problem. Can you provide a little more info? This seems to be a pervasive problem for washer units.