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40 TROUBLESHOOTING
Wi-Fi
Poor stain removal
Previously set stains.
• Articles that have previously been washed may have stains that have been set. These
stains may be difficult to remove and may require hand washing or pre-treating to aid in
stain removal.
Musty or mildewy
odor in the washer
Incorrect or too much detergent has been used.
• Use only HE (High-Efficiency) detergent in accordance with the manufacturer’s
instructions.
Inside of the drum was not cleaned properly.
• Run the Tub Clean cycle regularly.
Problem Possible Cause & Solution
Trouble connecting
appliance and
smartphone to Wi-Fi
network
The password for the Wi-Fi network was entered incorrectly.
• Delete your home Wi-Fi network and begin the connection process again.
Mobile data for your smartphone is turned on.
• Turn off the Mobile data on your smartphone before connecting the appliance.
The wireless network name (SSID) is set incorrectly.
• The wireless network name (SSID) should be a combination of English letters and
numbers. (Do not use special characters.)
The router frequency is not 2.4 GHz.
• Only a 2.4 GHz router frequency is supported. Set the wireless router to 2.4 GHz and
connect the appliance to the wireless router. To check the router frequency, check with
your Internet service provider or the router manufacturer.
The appliance and the router are too far apart.
• If the appliance is too far from the router, the signal may be weak and the connection may
not be configured correctly. Move the router closer to the appliance or purchase and
install a Wi-Fi repeater.
LG ThinQ is asking for a password to connect to the product.
• If you are asked to provide a password to connect to the product (not to your home
network) during the Wi-Fi setup, enter the last 4 characters of the network name, repeated
twice, with no spaces. For example, if the network name appears as LG_XXXX_8b92, then
you would enter 8b928b92 as your password. The password is case sensitive and the last 4
characters are unique to your appliance.
Problem Possible Cause & Solution
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