Unknown Device Disconnected pop up

lbertran · November 2018

I have read many discussions regarding the pop
up message that appears on my tv every few minutes “unknown device disconnected “. Is their a fix from LG on this?

LGModerator1 · December 9, 2019, 3:13 pm

If you are experiencing and problem with Wi-Fi Disconnecting, Wi-Fi turned off, or Unknown Device Disconnected, Please send me a message here: https://lgcommunity.us.com/messages/add, with the information below to schedule a service appointment to get this resolved.

Name:

Address:

Phone number:

Model Number:

Serial Number:

Date of Purchase:

Conejo · November 12, 2018, 2:44 am

My tv is doing the exact same thing done everything that I seen here. And on other blogs and still the same

Hamie · December 4, 2018, 4:08 pm

Hello lbertran,

Let's try hard reset.

Make sure the tv is ON, Do a hard reset.

1. Turn it off, and unplug it from the power outlet.

2. While the unit is turned off, look for the power button on the unit itself, press and hold it for about 15 seconds.

3. Unplug all devices connected at the back of the unit. Let the TV rest for about 1 minute, then turn on again

Thank you.

timroynh · January 4, 2019, 2:49 am

My TV just started doing this last month. WiFi no longer works but Ethernet works but I can’t stream anymore as it constantly disconnects. I am at wits end. I put it in store mode and disabled pop us and then put it back in home mode. Pop ups still occur. I refuse to leave it in store mode because that’s means I can’t disable soap opera effect. What are my options? Is my tv board broken since WiFi is broken and Ethernet streaming is no longer working? This may be my last ever Lg device.

timroynh · January 4, 2019, 3:41 am

LG India support said my wifi card is bad and the problem but since I’m outside one year by a month I’m out of luck and will need to pay for a repair. That’s the last LG product I ever buy. I Can’t believe you have to be in store mode to disable pop ups. What a piece of junk.

LGModerator1 · January 4, 2019, 9:43 pm

Hi everyone,

I'm gathering data to escalate this issue. Can everyone post your model and firmware version and any notes you think may help isolate the cause. Thanks!

silentmeow · January 5, 2019, 1:40 am

I have posted in several spots and will post here also since the moderator asked for info. My model is 55UJ6300 and the firmware was the latest one. I have reset it. The WiFi says turned off. I have done everything suggested. The tv was a year old in October. It was fine until the latest update and then it couldn’t find my WiFi then we turned everything off (router) and tv and still no luck. Unplugged tv and then it showed up as WiFi was off. Turned off quick start ,didn’t help. Did reset didn’t help.

Bond · January 5, 2019, 1:56 pm

I have done everything here and nothing works and all the apps arn't working properly including netflix and youtube

jckaz · January 5, 2019, 9:53 pm

My TV has the same problem, at the beginning there was only a message that it had disconnected from the network and it had reconnected, this happened once a week and it was only those two messages, in November the messages from an unknown device were I began to appear sporadically, in December the messages come out every 10 minutes, my wifi is disconnected and I can not activate it, I connect by cable this gives me access to the internet but in minutes I lose it again which makes me use Netflix, Amazon Video and YouTube are practically impossible. In addition to this the remote control stops working, the cursor does not appear on the screen and the response of the buttons has a lag that makes it impossible to use it and a couple of weeks ago the TV restarts after the messages go out without stopping for several seconds. I would believe that this is a hardware problem as this affects the wireless communication of the remote control, so I think it is a problem with the wireless card, my TV is still under warranty but I want to know if it is a problem of software also since I see that several indicate that the problem was presented after the firmware update.

TV: 55SJ8000

Software Version: 05.80.15

Greetings from Peru!

jckaz · January 5, 2019, 10:01 pm

In adision of my previous comment, I have connected to the TV cablebox, PS4 and Xbox. I have done everything that indicates to do a hard reset, disconnect all connected devices, disable the SIMPLINK. I have used the TV without any connected device including the network cable, antenna, optical, etc etc and it still gives me the same message and problems.

JJ57 · January 9, 2019, 9:06 pm

I have the LG 65UJ6300 which my wife bought on Thanksgiving 2017, so this TV is 13 1/2 months old. Has a 1 yr warranty (which I feel is ridiculous for an $800 TV). I too am experiencing the pop up message about unknown device has been disconnected (annoying). BUT, I have a more serious problem recently too. The screen sometimes goes blank when I change the channel, but still have audio. Also, sometimes, it seems it does a quick "reset" without doing anything while watching it. Another problem, seems WiFi isn't good enough or not working at all, but my computers and cell phones etc never experience a problem. What give LG? Willing to help a disabled senior citizen out here? My 10 yr old 55" Panasonic still performs like it did new.

jholmeslcsw · January 12, 2019, 3:23 am

I am still having this problem. It is very annoying

silentmeow · January 12, 2019, 11:25 pm

The way I got rid of the annoying message was to go into store mode,go to settings, general and scroll down to the bottom once in store mode you click on the menu on the left and you can turn off the store settings ,the screen will be brighter though. Techs are supposed to be working on an update.
If you can hook up to Ethernet cable you can have internet. I am not close to my router so I used a Fire stick and that works.

ericschlaifer · January 16, 2019, 1:31 am

I know store mode hides those messages...but the TV looks like garbage in that setting. My 7700 just started doing this a couple days ago starting with the unknown device, then lan disconnected now it randomly reboots as well. I have a teach coming Saturday from LG, hopefully they have a fix. Most recent firmware does this as well as one the one previous to this.

jts628 · January 21, 2019, 7:03 pm

Mods, any update on a potential fix? In addition to the wifi and "unknown device" issues, i have image freeze and stutter now on netflix, youtube and broadcast tv, and netflix buffers more or less all the time, although Amazon Prime video is still good, and the tv is generally slower and less responsive across the board. It is pretty clear that the last firmware update was a disaster.

If nothing else, can we have a way to rollback to a prior known to be good FW?

dmcshane08 · January 21, 2019, 9:41 pm

same problem I have a 55uh6150. All other devices in house can use wifi. How can we go back to before update?

Harryn27 · January 23, 2019, 1:07 pm

Hi im from the UK but found this post on here, having exact same issue with unknown device disconnected and the Wi-Fi issue on SJ810V software 05.80.15

rosspeplow · January 24, 2019, 9:31 pm

Hello all, you can add my TV to the list, first WiFi failed so I connected via cat5. Now the remote keeps disconnecting along with that super frustrating popup every 1-2 mins. Also an SJ810v running 05.80.15

And I also am just out of warranty, it’s almost like LG have this issue on a timer.

bjp52146 · January 24, 2019, 11:20 pm

My computer tech told me he had the same problem, finally LG sent some one and he said it was the main board in the TV , it was changed and no more problems, why aren't they trying to fix this overwhelming problem before everyone stops buying their TV's?

jts628 · January 26, 2019, 11:37 am

My TV was 13 months old when I had this problem. It is amazing how many people are **just** out of warranty . . .

spud14901 · January 26, 2019, 11:29 pm

I have all the same issues. Multiple Pop Ups, No Wireless, Picture Stuttering, This is the worst TV I have ever owned. I have two months left on the one year warranty but I am not wasting my time having a Tech come out. If you look on the Internet, there are 100's if not more folks with the same complaints and the techs can replace parts but they do not solve the problem. I wonder if there is a "Class Action Suite' being started. Very disappointed with LG.

Harryn27 · January 28, 2019, 1:56 am

Still having same issue, LG not giving us updates... Close to a grand for a tv for it to be buggered after a few months. Cheers LG.

steelerman · January 28, 2019, 1:29 pm

I have been watching this board looking for a fix but nothing posted here has worked. My LG 6300 is just over a year old and I never had a problem until around DEC of 2018 when I started having this problem as well. I have tried everything but the pop up is still there and seems to be coming more often. Is LG aware of this and are they working on a fix like a patch or new firmware or anything that will fix this problem? I have always bought Samsung and own three smaller ones but last year I thought for the price and what I wanted I thought this was a good buy and was happy with it and thought in the future this will be my brand over Samsung but after this I will never buy another LG unless they fix this problem.

jckaz · February 1, 2019, 6:42 pm

Hello everyone, I have an update, call customer service and tell them the problem and they told me that the problem is the wireless card. Yesterday they went to my house and made the change of the card. The TV was like new, I used it all night and no message was presented, it was connected by wireless to the internet and the remote control works without problems. They tell me that the update has nothing to do with the problem.

Greetings to all from Peru

AngryGinger · February 3, 2019, 1:25 pm

There are a couple of board posts that describe this same thing. I have gone through 4 or 5 mainboards (starting to lose count now), 2 wireless modules, a power switch and a power supply. None have resolved the issue. In fact now it's probably getting worse. If everyone would start going public (Twitter, Facebook, etc. and posting to their walls) then maybe we can get LG to take action. Otherwise, it will just be buried in user forums which LG doesn't really moderate or do anything with.

OliverWhite1993 · February 4, 2019, 9:22 am

Hi everyone. My TV is the 65SJ810V.

I’m in the UK but I’ve also been experiencing the same issue for a couple of months and it seems to be getting worse. The ‘unknown device is disconnected’ message keeps popping up on my TV. Sometimes it happens multiple times during the same day, other times it won’t appear at all. There doesn’t seem to be a pattern or reason for the message popping up

An engineer actually came out to repair a separate fault with my TV last month as it kept making an annoying clicking noise. At this point the ‘unknown device’ message wasn’t a big problem and I didn’t mention it as I thought it would eventually go away, but it’s just worse since. The engineer changed the main board when he visited so I don’t think that is the reason for the problem. I’ve seen other posters mention that this is a problem related to the WiFi connection. At the moment I’m using an Ethernet cable to connect the internet and have the WiFi turned off but the message is still appearing

I’ve also started to notice some other problems. Every button on remote apart from the power button will randomly stop working for around thirty seconds, and my Netflix app has also started to buffer constantly and is becoming unusable. I’m not sure if these issues are relating to the ‘unknown device’ error or not.

This is my set up at the moment:

HDMI 1 - Xbox One
HDMI 2 - BT TV
HDMI 3 - Nintendo Switch

Apart from the Ethernet cable to my WiFi box and the power cable, nothing else is plugged into the TV

Is it worth contacting LG again and having another engineer come out? The TV’s year warranty is now up, and I don’t want to pay for a repair if it’s a problem with LG’s latest firmware update.

AngryGinger · February 4, 2019, 5:40 pm

@OliverWhite1993

I would tell them that the "fix" that they applied did not work and the problem is back. Especially if that original fix was applied under warranty. No reason for you to have to pay for service/repair on something you originally reported under warranty. Doesn't hurt to try.

newrm76 · February 4, 2019, 6:01 pm

49uj6300 will not connect to WiFi. Unknown device is disconnected error continuously. The tv is 1 1/2 months out of warranty. What a waste!

shomanbob · February 4, 2019, 7:17 pm

I hope that these messages are being monitored and addressed by LG. We also have a 49U6300-UA (Serial Number 709RMJF9Y404) that is just out of warranty and experiencing the problems referenced above. The most troublesome is the wifi drop issue. Our TV also shows the "unknown device disconnected" message, which I assume is related since they started happening about the same time. We have also started to experience the situation where the signal seems to stop momentarily and then speed up to make up for lost time. We registered our smart TV when it was new, so I hope we will get some notification when these problems are resolved. If not, I hope we will get an e-mail as a result of this post. It's obvious that we are among many others that are not able to enjoy our TV. We are not eager to purchase a new TV because of these problems. But, unless they are resolved, it will come to that. We bought an LG because it had a good reputation, but these troubles are spoiling our experience.

valushk · February 6, 2019, 6:22 pm

I've got the same issues. Factory reset did not help. TV is near unusable, can't update apps, enable wifi, everything that's already been said.

LG 55UJ750V (14 months old at time of writing)
software version 05.80.15

LG don't acknowledge it's a known fault. Was offered out of warranty repairment for £250 which is disappointing.

silentmeow · February 14, 2019, 10:06 pm

Replacing the WiFi module took care of the problem on my 55uj6300

Unknown Device Disconnected pop up

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