Before Reporting Product Malfunction

Sound Bar Quick Guide


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

General Errors



The product does not work properly

  • Unplug the power cables and any external devices such as your TV, subwoofer, or amplifier from the product, then plug them in again.
  • After resetting the product, connect your smartphone and Wi-Fi again. ([See Connecting with a Smartphone via Wi-Fi on page 24.) (Please beware 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 Volume87939.png87931.png button on the remote control to turn up the volume.
  • If you are using an external device such as a set-top box, portable device, or Bluetooth device, adjust the volume of the external device.
  • Is the mute function activated?
  • If “MUTE” appears on the status display, the mute function is on. Press the Mute85066.png button to unmute.
  • Is the correct product function selected according to the external device connected?
  • Press the Function85002.png button to check if you selected the correct function.

The subwoofer does not produce sound

  • Is the product properly connected to the wireless subwoofer?
  • If the LED on the back of the wireless subwoofer is blinking green or lit in red, it means it is not connected. If the connection is established, a green light will appear. Reconnect the product to the wireless subwoofer. ([ See “Connecting the Product on page 6.)

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 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. set-top box, portable device, Bluetooth device).

LG Sound Sync does not work

  • Check whether your TV supports LG Sound Sync.
  • Check if the TV is properly connected to the product via an optical cable.
  • Press the Settings button on the TV remote control to check if the function is turned on in [LG Sound Sync].

The product volume is low

  • Check the following and change the settings accordingly.
  • Run the LG Sound Bar app, tap the Settings104745.png button on the first screen, and change the [DRC] function to [Off] on the [Sound Settings] 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 is connected to a playback device such as a DVD player or Blu-ray disc player, go to the connected device's Settings menu. Change the [Digital Sound Output] setting from [PCM] to [PRIMARY PASS-THROUGH] or [BITSTREAM]. Set the [DRC] of the connected device to [OFF].
  • If the product's Night Time mode is on, turn it off by pressing the Settings85302.png button and Left/Right and then Up/Down.

The product fails to recognise 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 on page 52.)

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



The product cannot be connected to the LG Sound Bar 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 a Smartphone via Wi-Fi" on page 24.)
  • Did you change the settings of the wireless router?
  • If the router password contains some special characters (such as ` ' " + / \ ; : - _ ^ & () <>) or emoticons, the sound bar 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.)
  1. 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.
  2. 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
  1. 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



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 Sound Bar app installed.

Problems in Wireless Connection



There is radio interference

  • Install the product and the wireless subwoofer as close to each other as possible.
  • 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 away from devices that use the same frequency as the product, such as wireless routers, medical equipment, and microwave ovens.

Turning off the Demo Mode



The remote control does not work

  • Does the text on the status display remain unchanged, even if you press the Function94101.png button several times?
  • Do you only see the text “DEMO” in the status display?
  • The demo mode may be activated on the product. Unplug the product's power cable and plug it back in.
  • If the remote control still does not work, press the Volume87997.png87990.png button on the product to set the volume level at 2, the press and hold the Function87981.png button for about 5 seconds. If the currently selected function appears on the status display, it means that demo mode has been turned off.