At a Glance
If you have trouble connecting your product to the LG ThinQ app, you can troubleshoot the issue and find a resolution by following these instructions.
[Music]
When you have trouble connecting your product to the LG ThinQ app.
If you have trouble connecting your product to the LG ThinQ app, diagnose the problem and resolve it by following the instructions.
Network not connected message.
If the message "network not connected" appears when connecting your product. please check if the mobile device is properly connected to the wireless router. If it's not connected please check if the wireless router is turned on and also if the LAN and wireless router are properly connected.
Network not found message.
If the message "network not found" appears when connecting your product please check if any special characters are included on the Wi-Fi name and password. If they are the ThinQ app may not be able to locate the router. Change the Wi-Fi name and password so that it only includes English characters, numbers or certain special characters.
When the wireless router has been replaced.
If the wireless router has been replaced please change the network settings on your registered product. After selecting your registered product from the ThinQ home screen tap the settings icon on the top of the screen, select change network, select the replaced wireless router. When the product registration is complete via the changed Network in a moment Network change will be completed.
Check out the four tips below if your product is not connecting properly. Tip number one: Place your product as close as possible to the wireless router. Tip number two: If your product is far away from the router setting up an additional router in between is also recommended. You will be able to register the product more easily. Tip number three: If the network is unstable or if your product requires an update you may not be able to register your product to the network. In this case turn off your product, try again after a minute or so or update it to the latest version. Tip number four: Product registration can be difficult if the wireless router signal is weak. try registering again after rebooting the wireless router.
Try This
-
Select your mobile device:
Android
iPhone -
How can we assist you today?
How to Add Appliances Product Connection Issues -
How to Add Appliances:
-
1From the ThinQ app dashboard, tap on the “+” square.
-
2Select “Add Device without QR”
-
3 Locate product and select the desired product to connect.
-
4 Make sure the unit is powered on and tap next
-
5 Enable Wi-Fi on the product and tap next
-
6 When the Set Network screen appears, select your home network’s ID and enter your home Wi-Fi password and tap ”Connect”.
-
7 Once the authentication process has completed, you will see a success message and you can register your product and enter a nickname for your appliance
If prompted to enter a passcode while registering my TV to ThinQ do the following: Android devices (LG/SS): If you see ‘LGE_AC2_xxxx’ appearing during the [Connecting Devices] process, tap the Connect button.
Check the product's Wi-Fi naming format.If the format is 'LGE_AC-XX-XX-XX', enter 'lge12345'. If it is 'LGE_AC_XXXX', enter the last four digits (corresponding to the 'XXXX' part) twice consecutively.
WE'RE HERE TO HELPNeed to contact us?
If unable to connect, power cycle the mobile device and appliance then retry. If the problems continues, reach out to our 24/7 Chat Support for further assistance.
-
-
What issue are you experiencing?
How to Add Appliances Product Connection Issues -
How to Add Appliances:
-
1From the ThinQ app dashboard, tap on the “+” square.
-
2Select “Add Device without QR”
-
3 Locate product and select the desired product to connect.
-
4 Make sure the unit is powered on and tap next
-
5 Enable Wi-Fi on the product and tap next
-
6 When the Set Network screen appears, select your home network’s ID and enter your home Wi-Fi password and tap ”Connect”.
-
7 Once the authentication process has completed, you will see a success message and you can register your product and enter a nickname for your appliance
If prompted to enter a passcode while registering my TV to ThinQ do the following:iOS devices (iPhone): Connect to a Wi-Fi network by following the on-screen instruction from the app and return to the app screen.
Check the product's Wi-Fi naming format.(Example) If the network name is 'LGE_AC-31-54-ae', then the passcode is 'lge12345' If the name is 'LGE_AC2_5fe9', then the passcode is '5fe95fe9'
WE'RE HERE TO HELPNeed to contact us?
If unable to connect, power cycle the mobile device and appliance then retry. If the problems continue, reach out to our 24/7 Chat Support for further assistance.
-
-
Product Connection Issues
-
Power Cycle the Mobile Device and Appliance
1Unplug the unit for 30 seconds and power cycle the phone.
2After 30 seconds, plug the washer back in and power on the phone. This will refresh the connection.
3Retry setup via the ThinQ app.
-
Wi-Fi Router Checklist
1The ThinQ app supports 2.4Ghz Wi-Fi. Confirm the network name you’re connecting to has 2.4 G/ 2.4 GHz next to the name.
2Confirm the network password is being entered correctly.
3Confirm the router is within 10m (30 ft.) of the product. If greater than 10m (30ft.) shorten the distance between the router and the product and retry.
-
Check the Product's Wi-Fi Naming Format
The front part indicates the product, and the rear part with a combination of numbers stands for the password. Password for appliance will be the last 4 digits of the product name repeated twice. (Ex. For product LG_Dishwasher_58a9 the password would be 58a958a9.)
Product Password Format:
- LG_Smart_xxxx (4-digit numbers or letters): xxxx twice
- LG_Smart_xx-xx-xx (6-digit numbers or letters): lge12345
- LG_Smart_ (no number/letter) : No password input
- [LG_product name] xxxx (if there are square brackets): 1111122222
WE'RE HERE TO HELPNeed to contact us?
If still unable to connect, the unit may require service. Reach out to our 24/7 Chat Support for further assistance.
-
