The product does not work properly

•Unplug the power cables from the product, then plug them in again.•After resetting the product, connect your smartphone and Wi-Fi again. ([See“Connecting with the product via LG ThinQ app”) (Be aware that previous product settings may be lost.)

The power does not turn on

•Is the power cord plugged into the outlet properly?-Connect the power plug to the outlet correctly.

The lighting indicator is blinking rapidly in white.

•The product software is updating. After the update, the power will automatically turn off and restart.

There is radio interference

•Do not install the product on metal furniture.•Wireless communication may not work properly in weak signal areas.

Dolby Atmos FlexConnect are not working

•LG Sound Suite products do not support DFS (Dynamic Frequency Selection) channels. Disable DFS channels on your router and try reconnecting. The method for disabling DFS channels may vary depending on the router manufacturer, so refer to your router’s manual.

The product does not work

•The product may be in demo mode. To exit demo mode, press and hold theButtonon the product for about 10 seconds.

Troubleshooting - LG Sound Suite AI W7 Wi-Fi ACTIVE SUBWOOFER

Q: The product cannot be connected to the LG ThinQ app

•The connection may not be smooth when disturbed by other electric appliances that use radio waves, such as microwave ovens and medical equipment. Install the product 1 m away from other home appliances.•Turn off your wireless router and turn it on again.•Check if your smartphone's Wi-Fi function is turned on. You can check the Wi-Fi connection status in your smartphone's settings.•Check if the product and smartphone are on the same Wi-Fi network.

Q: The product does not connect to the Wi-Fi network

•Did you turn off the wireless router and turn it on again?-Turn off the product and then turn it on again.•Have you installed a new wireless router?-You will need to reconfigure the network settings of the product. ([See “Connecting with the product via LG ThinQ app”)•Did you change the settings of the wireless router?-If the router password contains some special characters (such as ` ' " + / \ ; : - _ ^ & () <>) or emoticons, the product may not be connected. It is recommended to set a password using a combination of English letters and numbers.-It is recommended to set the security type of the wireless router to WPA2.•Unplug the router and plug it in after 10 seconds. Then try to connect after network recovery.•Changing the wireless channel on your router can help reduce wireless interference. (Here is how to change the wireless channel of the most common routers. For the exact details, refer to your router's instruction manual.)AEnter the IP address on your smartphone, PC, or MAC, or use the setup wizard CD to log into the router setup page. This can only be done when the router is connected to the network via Wi-Fi or an Ethernet cable.BFind the wireless settings page and change the wireless channel of your 2.4 GHz / 5 GHz network. If the “Auto” channel is enabled, disable it and set up a specific channel.-If the router channel is 2.4 GHz, 6 ch / 11 ch-If the router channel is 5 GHz, 48 ch / 149 chCSave the settings and restart the wireless router.-Remove the power cable from the router, wait 5 seconds, and reconnect the power cable. When the router is completely powered on, try connecting it again.

Q: The app is not working properly

•Do you get an error when running the app?-Check if the power of the device is turned on.-Check if the app you wish to run supports the operating system of your smartphone. You can visit the app manufacturer's website to confirm supported operating systems.-Check if you have the latest version of the app. Search for the app on Google Play or the App Store and check if anUpdatebutton appears next to it. If it is not the latest version, tap theUpdatebutton.•If the error is not resolved yet, try connecting by using another smartphone with theLG ThinQ appinstalled.

If you experience the following issues while using the product, perform several checks, as they may not be malfunctions.

General Errors

Issue	Solution
The product does not work properly	• Unplug the power cables from the product, then plug them in again. • After resetting the product, connect your smartphone and Wi-Fi again. ([ See “Connecting with the product via LG ThinQ app”) (Be aware that previous product settings may be lost.)
The power does not turn on	• Is the power cord plugged into the outlet properly? - Connect the power plug to the outlet correctly.
The lighting indicator is blinking rapidly in white.	• The product software is updating. After the update, the power will automatically turn off and restart.

Network Connection Errors

Issue

Solution

The product cannot be connected to the LG ThinQ app

• The connection may not be smooth when disturbed by other electric appliances that use radio waves, such as microwave ovens and medical equipment. Install the product 1 m away from other home appliances.
• Turn off your wireless router and turn it on again.
• Check if your smartphone's Wi-Fi function is turned on. You can check the Wi-Fi connection status in your smartphone's settings.
• Check if the product and smartphone are on the same Wi-Fi network.

The product does not connect to the Wi-Fi network

• Did you turn off the wireless router and turn it on again?
- Turn off the product and then turn it on again.
• Have you installed a new wireless router?
- You will need to reconfigure the network settings of the product. ([ See “Connecting with the product via LG ThinQ app”)
• Did you change the settings of the wireless router?
- If the router password contains some special characters (such as ` ' " + / \ ; : - _ ^ & () <>) or emoticons, the product may not be connected. It is recommended to set a password using a combination of English letters and numbers.
- It is recommended to set the security type of the wireless router to WPA2.
• Unplug the router and plug it in after 10 seconds. Then try to connect after network recovery.
• Changing the wireless channel on your router can help reduce wireless interference. (Here is how to change the wireless channel of the most common routers. For the exact details, refer to your router's instruction manual.)

A Enter the IP address on your smartphone, PC, or MAC, or use the setup wizard CD to log into the router setup page. This can only be done when the router is connected to the network via Wi-Fi or an Ethernet cable.
B Find the wireless settings page and change the wireless channel of your 2.4 GHz / 5 GHz network. If the “Auto” channel is enabled, disable it and set up a specific channel.

- If the router channel is 2.4 GHz, 6 ch / 11 ch
- If the router channel is 5 GHz, 48 ch / 149 ch

C Save the settings and restart the wireless router.

- Remove the power cable from the router, wait 5 seconds, and reconnect the power cable. When the router is completely powered on, try connecting it again.

App Errors

Issue

Solution

The app is not working properly

• Do you get an error when running the app?
- Check if the power of the device is turned on.
- Check if the app you wish to run supports the operating system of your smartphone. You can visit the app manufacturer's website to confirm supported operating systems.
- Check if you have the latest version of the app. Search for the app on Google Play or the App Store and check if an Update button appears next to it. If it is not the latest version, tap the Update button.
• If the error is not resolved yet, try connecting by using another smartphone with the LG ThinQ app installed.

Problems in Wireless Connection

Issue	Solution
There is radio interference	• Do not install the product on metal furniture. • Wireless communication may not work properly in weak signal areas.
Dolby Atmos FlexConnect are not working	• LG Sound Suite products do not support DFS (Dynamic Frequency Selection) channels. Disable DFS channels on your router and try reconnecting. The method for disabling DFS channels may vary depending on the router manufacturer, so refer to your router’s manual.

Turning off the Demo Mode

Issue	Solution
The product does not work	• The product may be in demo mode. To exit demo mode, press and hold the Button on the product for about 10 seconds.

Appendix