The product does not work properly

•Unplug the power cables and any external devices such as your TV 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.

•Is the volume set to minimum?-Press theVolumebutton on the remote control to turn up the volume.-If you are using an external device such as a Bluetooth device, adjust the volume of the external device.•Is the mute function activated?-If “MUTE” displays on the display window, the mute function is on. Press theMutebutton to unmute.•Is the correct product function selected according to the external device connected?-Press theSourcebutton to check if you selected the correct function.

The remote control does not work properly

•When using the remote control, point it at the front of the product.•Use the remote control within a 7-m (23 ft) radius of the product.•Replace the batteries with new ones as needed.

The Auto Power function does not work

•Check connection to external devices (ex. Bluetooth device).

The product volume is low

•Check the following and change the settings accordingly.-Run theLG ThinQ app, tap the [Sound settings] on the first screen, and change the [DRC] function to [Off] on the [Sound output] menu.-When the product is connected to a TV, press theSettingsbutton on the TV remote control, select the [Speaker] menu, and change the [Digital Sound Output] setting from [PCM] to [AUTO] or [BITSTREAM].-If the product’s Night Time mode is on, turn it off by pressing theSettingsbutton andUp/Down.

The product fails to recognize a USB storage device

•The product may not support the file format of the USB storage device. Format the USB storage device and reconnect it. When formatting, refer to the USB storage device formats supported by the product and select an appropriate file format. ([See “Connecting to a USB Storage Device”)

A Bluetooth device cannot be paired

•Press the Settings button on the Bluetooth device and check whether the Bluetooth function is enabled. If Bluetooth is enabled, turn it off and on, then try again.•Remove any obstacles between the product and the Bluetooth device.•Bluetooth pairing (connection) may not work properly depending on the Bluetooth device type or the surrounding environment.

There is radio interference

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

The Bluetooth connection is causing a malfunction or making noise

•Do you hear noise or experience malfunctions when using Bluetooth?-Do not let any part of your body contact the transceiver of the Bluetooth device or the product.-Do not install the Bluetooth device on a wall or in a secluded spot.-Remove any obstacles between the product and the Bluetooth device.-Install the Bluetooth device near the product.•When the Bluetooth device is too far from the product, Bluetooth may be disconnected or malfunctions may occur.-Install the Bluetooth device 1 m (3.3 ft) away from devices that use the same frequency as the product, such as wireless routers, medical equipment, and microwave ovens.

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 remote control does not work

•Are the functions unchanged, even if you press theSourcebutton several times?•Do you see “DEMO” repeatedly on the display window?-The product may be in demo mode. To exit demo mode, press and hold theSourcebutton on the soundbar for about 10 seconds.-If “DEMO” still appears on the display window, press and hold theWi-Fibutton on the soundbar for about 5 seconds.

Troubleshooting

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 (3.3 ft) 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.

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

General Errors

Issue	Solution
The product does not work properly	• Unplug the power cables and any external devices such as your TV 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.
There is no sound	• Is the volume set to minimum? - Press the Volume button on the remote control to turn up the volume. - If you are using an external device such as a Bluetooth device, adjust the volume of the external device. • Is the mute function activated? - If “MUTE” displays on the display window, the mute function is on. Press the Mute button to unmute. • Is the correct product function selected according to the external device connected? - Press the Source button to check if you selected the correct function.
The remote control does not work properly	• When using the remote control, point it at the front of the product. • Use the remote control within a 7-m (23 ft) radius of the product. • Replace the batteries with new ones as needed.
The Auto Power function does not work	• Check connection to external devices (ex. Bluetooth device).
The product volume is low	• Check the following and change the settings accordingly. - Run the LG ThinQ app, tap the [Sound settings] on the first screen, and change the [DRC] function to [Off] on the [Sound output] menu. - When the product is connected to a TV, press the Settings button on the TV remote control, select the [Speaker] menu, and change the [Digital Sound Output] setting from [PCM] to [AUTO] or [BITSTREAM]. - If the product’s Night Time mode is on, turn it off by pressing the Settings ‍ button and Up/Down.
The product fails to recognize a USB storage device	• The product may not support the file format of the USB storage device. Format the USB storage device and reconnect it. When formatting, refer to the USB storage device formats supported by the product and select an appropriate file format. ([ See “Connecting to a USB Storage Device”)
A Bluetooth device cannot be paired	• Press the Settings button on the Bluetooth device and check whether the Bluetooth function is enabled. If Bluetooth is enabled, turn it off and on, then try again. • Remove any obstacles between the product and the Bluetooth device. • Bluetooth pairing (connection) may not work properly depending on the Bluetooth device type or the surrounding environment.

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 (3.3 ft) 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.
The Bluetooth connection is causing a malfunction or making noise	• Do you hear noise or experience malfunctions when using Bluetooth? - Do not let any part of your body contact the transceiver of the Bluetooth device or the product. - Do not install the Bluetooth device on a wall or in a secluded spot. - Remove any obstacles between the product and the Bluetooth device. - Install the Bluetooth device near the product. • When the Bluetooth device is too far from the product, Bluetooth may be disconnected or malfunctions may occur. - Install the Bluetooth device 1 m (3.3 ft) away from devices that use the same frequency as the product, such as wireless routers, medical equipment, and microwave ovens.
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 remote control does not work	• Are the functions unchanged, even if you press the Source button several times? • Do you see “DEMO” repeatedly on the display window? - The product may be in demo mode. To exit demo mode, press and hold the Source button on the soundbar for about 10 seconds. - If “DEMO” still appears on the display window, press and hold the Wi-Fi button on the soundbar for about 5 seconds.

Before Reporting Product Malfunction

Appendix