Washer shows as disconnected in summary page of app
Hi, my washer shows as 'disconnected' in the app. Dishwasher shows as "OFF", but then if I click on, it says "Disconnected" also, even though it shows 'off' on the summary screen. Dryer says "Power Off", and clicking on it, says "Power Off" (not 'disconnected') Why is this so complicated?
Answers
I'll echo this as a correct solution and my thanks. My approach:
I had an old Apple Airport Extreme (APE) laying around. I set it up as a standalone wifi access point with ethernet access to the main network. Note that in APE I set it up for DHCP and NAT so that I could control the IP range (192.168.1.*) which is necessary for the solution as my main network has a different range. From there you can do a DHCP reservation to map the washer to the 192.168.1.80 address.
Ultimately though, this is ridiculous and definitely a disappointment from LG.
Well, it's January 2021 and add me to the club with my washer WM3700HWA I bought in April 2020. Software version 3.32/clip_hna_v1.9.079_RT/SAA40284302.0000CAF9.0, SAA40864801.00007ED0.0.
Washer will show no wifi symbol on, so when I press and hold the button to turn it on, it responds with that generally unhelpful two beep error. It will work AFTER the first load though. This might explain why I sometimes don't get notifications for my first loads of washing being complete.
Maybe I just haven't noticed for a while since I don't use the wifi function as frequently as I thought I would.
Has there been an update on this yet?
Thank you steinbch.
I too have an eero mesh and had been frustrated with the washer failing to stay connected to wifi. As a first step, I just tried to change my network’s address range and forced the washer to always get 192.168.1.80. This was still on the main network, though, and unfortunately it didn’t manage to stay connected for too long.
Next, I reverted my eero to completely autonomous DHCP mode and reset the washer to be on the guest network this time. It so happens that eero gave it a 192.168.7.x address to begin with, and later at some point a 192.168.11.x.
Regardless, ever since the washer has been placed on the isolated guest network, it has stayed connected consistently (a week or so and counting; hopefully I didn’t just jinx it).
Definitely seems like the WiFi driver on this machine is buggy and dies if/when it sees some kind of packets that are being passed around on my main network. Eero’s guest network is such that devices are unable to talk to other devices on the guest network and can only talk to the internet, so it drastically cuts down on the chance that an external trigger packet comes along to kill it. I’m just hoping I don’t run into the 192.168.1.80 bug because I cannot control the IP range of the guest network at all.
Anyway, so far so good (at least for me), so thanks again for the useful post. Wish LG engineering could be bothered to chase the actual problem, but they probably don’t have any incentive to proactively contact registered users to upgrade the firmware even if they come up with a fix!
PROBLEM SOLVED!
See the solution below. A tech savvy poster in another thread did some digging into the wifi issues and came across the solution to our wifi problems that is currently working for at least three washers that I know of. Basically the washer, for whatever reason, will occasionally think that it's IP address is 192.168.1.80 on your wifi network. If your router automatically assigns IP addresses in a range of 192.168.1.XX, then you are most likely going to be fine and won't have this issue. If you are someone like me who owns a router like Eero, my devices were all being assigned IP addresses of 192.168.7.XX. This caused the washer to get confused when it ended up having two different IP addresses. You can read a more technical explanation here (not my blog): https://tylerrichey.com/posts/my-smart-washer-is-an-idiot/
To fix the problem, you need to be comfortable dealing with your wireless router's settings. There are only two steps though if you're comfortable diving into your settings:
**Don't make changes to your wireless router's settings unless you are comfortable troubleshooting any further issues or have access to someone that can help troubleshoot any issues that may pop up.
STEP 1: Change the DHCP server on your wireless router so that it is using IPs in the range of 192.168.1.XX. If your devices already have IP addresses starting with 192.168.1.XX, then you can skip this step. My settings for DHCP needed to be as follows:
STEP 2: Assign a static IP address for your washer as 192.168.1.80. Depending on your setup, it might be easy to find out which device on your network is the washer. If not, you'll need to find the MAC address of your washer, which may be printed on the back or might be found in the LG ThinQ app. Once your washer is assigned 192.168.1.80 it should not get confused anymore.
Yes it has been fine. I even got a message while in town yesterday. I have had no more problems. The only thing I noticed was I have the remote setting turned on and as long as working I am ok
Is your washer still working? Still having the same issue in my house with it disconnecting after an unknown amount of time.
Don't know what changed but mine has been working beautiful for a couple of weeks. The Remote light is on as well.
LG has not called or if someone did they did not leave a message. I screen my calls and don’t answer any number that is not recognized from my contacts list. All it would take is the caller to leave a simple message like hello this is LG calling, we will try back again. At this point I would add the phone number to my contacts and answer the next call from them. Or they could leave a number and I would call back. That would bode well for customer service ratings and is professional.
It has been a few weeks since my first posting and the washer and app are working well. The dryer has been fine. This is what is happening now when I test the washer:
Washer has been connected and turned off at least 24 hours. Washer shows connected in our router, on 2.4G of course. On the LG ThinQ app both show power off. Turn on washer, Wi-Fi indicator comes on and not flashing. The app status changes to standby quickly. My complaint was that the washer should show as standby in the LG app but did not, at least for a long time. It is working as expected now. In the LG app the washer software version is 203.16/clip_hna_v1.9.057. Nice work LG, thanks.
The only thing odd is the machines aren’t named LG Washer and LG Dryer in the router connection list. That would be great as we have so many connected devises and more in the future.
I’ve been using my washer a week. Dryer is perfect it never loses connection but no matter what l do unless l delete the washer from the app and reinstall it doesn’t stay connected and it won’t connect. Drives me nuts. Along with the lack of actual washing programs and it’s poor capacity lm almost over this machine.
This worked for a few days. I went to load and when weighing the app disconnected. Still same way as must reset every day if I wash. Pain especially when dryer is working properly.
Still having the same issue, now over a year since the purchase. I assume that this thread has gotten quiet as people gave up on trying to get it fixed. Tricks like keeping the door closed or even using a smart plug that turns off each day don’t ever seem to show as a permanent fix. While things may work for a few days, you most likely end up having the same disconnect issue later on. Last LG appliance I will ever buy or recommend.
Please check door is completely closed. I was leaving door open to dry and it would read disconnected. I reconnected then opened door the WiFi disconnects until door is shut. Seems to power down when door is left open like manual states to dry out after you are finished laundry. I had a warning that in order to change settings from phone you have to hit remote start as it is a safety feature on the washer.
A few days ago our new WM3700HWA washer and DLEX3700W dryer were installed. The first two days the washer kept disconnecting from Wi-Fi while the dryer remained solid as others have experienced in this forum thread. We’ve seen quite a few firmware updates in the first two days for the washer only but not in the last day. Now the washer has stayed connected a full day which is a first. I think the firmware updates may have addressed the cause. No one has posted in this thread for a couple of months so perhaps the issue is solved. We will post again here if the situation changes but for now we are more helpful. Yesterday I had also contacted LG customer service and reported the issue with disconnection. They gathered a ton of information about what versions of software were installed, information about our router, etc. They said their supervisor would look into the issue and call me back but I have not heard yet from them.
Worst case scenario.... might need a new motherboard. Kinda common.
-Jack
Repairman-in-Chief
Have you all tried to connect the appliance that is having issues with Wi-Fi to your 2.4GHz network?
I’ve found luck changing the network from 5GHz to 2.4 GHz fixing my connection issues.
Easiest way to do this I’ve found (with my Google Wi-Fi setup), was to connect my washer to my ‘Guest’ network. No issues since!
Have you all tried to connect the appliance that is having issues with Wi-Fi to your 2.4GHz network?
I’ve found luck changing the network from 5GHz to 2.4 GHz fixing my connection issues.
Easiest way to do this I’ve found (with my Google Wi-Fi setup), was to connect my washer to my ‘Guest’ network. No issues since!
So just want to say that this problem still has not been fixed for our washers. Unfortunate that a company with great products in their consumer electronics line can have such terrible support in other areas.
To "solve" my issue, I've plugged the washer into a timer that automatically cuts power to the washer every day at 4:00 am for 5 minutes. The timer is rated for 15amps, so it should be safe. Hopefully losing power each day will prevent the washer from going into whatever standby mode is causing the wifi to lose connection.
This is not conclusive and may be just a coincidence. I will test this theory further for the next few weeks.
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