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Home › LG ThinQ

Cannot connect WM3700HWA washer to smartthinq app

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gstunggstung Member
April 2019 in LG ThinQ
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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.
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Answers

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  • ▲ 0 ▼
    kivaturikivaturi Member
    December 7, 2020, 9:19 pm

    Hey all,l I have a WM4500 so this may or not be applicable but thought this may prove useful.


    I, like most of you, had massive issues trying to connect my washer to the network. I run an Orbi dual band mesh network and the SSID for the 5ghz and 2.4ghz band is the same. Like many of you, I was very relcutant to rename my 2.4ghz band as I have so many devices hooked up that play just fine (Logitech Harmony, Lutron Caseta, etc.).


    I'd thought the problem was due to the 2.4ghz and 5=ghz bands having the same SSIDas I got "cannot connect to 5ghz networks" if I could even get that far on the crappy ThinQ app but on a whim I changed the 2.4ghz channel to "1" rather than auto and I have things working just fine. Some crappy IoT devices don't see channels past 12. I wonder if that's the problem you all are experiencing with earlier washer models. Like I said, my model is the WM4500 but if you're having issues I'd give this a shot and see how you fare.

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  • ▲ 0 ▼
    steinbchsteinbch Member
    September 17, 2020, 5:07 pm
    https://lgcommunity.us.com/discussion/comment/23234#Comment_23234

    Sorry to be the bearer of bad news, but you're about a year late to the "party". LG has been unable to fix this problem on any of our 3700 washers (dryers work as expected)...

    https://lgcommunity.us.com/discussion/3457/washer-shows-as-disconnected-in-summary-page-of-app


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  • ▲ 0 ▼
    daleksdaleks Member
    August 21, 2020, 8:13 pm

    An LG technician came out and ended up replacing the wifi card in the washer. The washer was connected to wifi and the very next day the washer was disconnected from the wifi and I was unable to reconnect the washer to wifi. I thought I would try and replace the Cox rented router/modem (Technicolor CGM4141) with a new one. I exchanged it out and was able to connect the washer to wifi but the next day, after I completed a load of laundry, the washer disconnected from wifi and I can't reconnect it to wifi. I put in for another service call. ;-(

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  • ▲ 0 ▼
    Tiger862Tiger862 Member
    August 3, 2020, 12:30 am
    https://lgcommunity.us.com/discussion/comment/22913#Comment_22913

    Short term. Back to disconnect. Dryer doesn't have this problem.

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  • ▲ 0 ▼
    Tiger862Tiger862 Member
    July 31, 2020, 4:02 pm

    I just purchased 3700 with washer disconnected. I have to reconnect each time with washer before I can use app. I think I have it figured out. It is related to the door lock as if I open door wifi disconnects then reconnected when door was shut. I always leave door open after washing for day. I didn't have this problem until I read leave door open. Can't use remote start without pushing button first then wifi will cycle

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  • ▲ 0 ▼
    jlaundryjlaundry Member
    July 18, 2020, 6:12 pm

    I SOLVED THIS ISSUE! Basically, I changed my SSID to an 8-character name.... jlaundry.

    Once I did that the washer connected as expected.

    I think this still indicates a firmware issue the LG needs to try to solve. But this at least gets you working.

    cheers! Jon

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  • ▲ 0 ▼
    jlaundryjlaundry Member
    July 18, 2020, 6:10 pm

    I SOLVED THIS ISSUE! Basically, I changed my SSID to an 8-character name.... jlaundry.

    Once I did that the washer connected as expected.

    I think this still indicates a firmware issue the LG needs to try to solve. But this at least gets you working.

    cheers! Jon

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  • ▲ 0 ▼
    tylerricheytylerrichey Member
    June 15, 2020, 3:53 pm

    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.

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  • ▲ 0 ▼
    tylerricheytylerrichey Member
    June 6, 2020, 7:24 pm

    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.

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  • ▲ 0 ▼
    JoeyDSchmoeyJoeyDSchmoey Member
    June 5, 2020, 5:58 am

    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.

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  • ▲ 0 ▼
    bayareakirkbayareakirk Member
    June 5, 2020, 3:29 am

    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?

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  • ▲ 0 ▼
    AirsilkAirsilk Member
    April 29, 2020, 2:27 pm

    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.

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  • ▲ 0 ▼
    QuickFingersQuickFingers Member
    February 9, 2020, 9:54 pm edited February 2020
    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.
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  • ▲ 0 ▼
    debmcdanieldebmcdaniel Member
    February 1, 2020, 11:51 pm
    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. 
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  • ▲ 0 ▼
    beans_cawbeans_caw Member
    February 1, 2020, 10:05 pm
    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! 
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  • ▲ 0 ▼
    chelsiryannechelsiryanne Member
    January 20, 2020, 6:37 am
    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. 
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  • ▲ 0 ▼
    rhettrhett Member
    January 19, 2020, 11:10 pm
    Same issues as everyone else. Only had washer a month. Dryer works great. LG are you listening?  Can you help us all please?
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  • ▲ 0 ▼
    danglez83danglez83 Member
    January 17, 2020, 1:47 am
    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?!
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  • ▲ 0 ▼
    mkosmamkosma Member
    January 13, 2020, 3:43 am
    I’m having same problem. Brand new WM3900HBA does not connect but Dryer and Styler both work fine. LG what is the deal?
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  • ▲ 0 ▼
    sparky1641sparky1641 Member
    January 5, 2020, 1:50 am
    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?
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  • ▲ 0 ▼
    sjpsjp Member
    December 30, 2019, 6:17 pm
    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?
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  • ▲ 5 ▼
    MlissieMlissie Member
    December 13, 2019, 3:39 am
    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?
    Lostdemon16
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  • ▲ 0 ▼
    Tone_lorTone_lor Member
    December 7, 2019, 5:59 pm
    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 
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  • ▲ 0 ▼
    DavystylesDavystyles Member
    November 28, 2019, 8:40 am
    Just had my washer delivered today and am having the same problem, please advise how to fix. Dryer works beautifully
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  • ▲ 0 ▼
    bigapple331bigapple331 Member
    November 25, 2019, 3:49 am
    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.
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  • ▲ 0 ▼
    jailormoonjailormoon Member
    October 12, 2019, 11:48 pm
    Put your android phone in airplane mode, wait a minute, then turn airplane mode off. Re-run the setup process. 
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  • ▲ 0 ▼
    KineKine Member
    September 4, 2019, 7:04 am edited September 2019
    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....
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  • ▲ 0 ▼
    Liquid5050Liquid5050 Member
    August 29, 2019, 5:36 pm
    Its now late August.

    Moderator.. Has this issue been resolved? Update us, please! 
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  • ▲ 0 ▼
    mrn66mrn66 Member
    August 29, 2019, 2:31 pm edited October 2019
    - 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
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  • ▲ 5 ▼
    chm68chm68 Member
    August 28, 2019, 1:07 pm
    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. 
    Kine
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  • December 2020 kivaturi
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