Top > TROUBLESHOOTING > Before Calling for Service > Operation

Operation

The product does not operate.

Cause

Is the power plug unplugged from the outlet?

Solution

  • Plug it into the outlet properly.

Fan is noisy even on the lowest speed.

Cause

Did dust accumulate in the ultra fine filter?

Solution

  • Clean the ultra fine filter properly.

Cause

Did dust accumulate in the Total Allergen Collection Care Filter?

Solution

  • Replace the whole filter.

The indoor air is not purified well enough.

Cause

Is the indoor contamination severe?

Solution

  • Ventilate the indoor air before you use the product.

Cause

Did dust accumulate in the ultra fine filter?

Solution

  • Clean the ultra fine filter properly.

Cause

Did dust accumulate in the Total Allergen Collection Care Filter?

Solution

  • Replace the filter.

Cause

Are you using it in a place that is too spacious or too open?

Solution

  • Use a product that fits the size of the room.

  • Avoid a well-ventilated place such as a gate, window, etc.

Cause

Is there any obstacle nearby?

Solution

  • Remove the obstacle.

Cause

Is the product installed at a corner?

Solution

  • Move the product and install it again.

There is a smell, but the Light lamp does not change.

Cause

Is the Light lamp turned on red or orange?

Solution

  • The color of overall air quality is determined based on whichever is worse between the dust concentration and smell (gas) concentration. Check if the dust concentration is worse than before.

  • The smell (gas) sensor detects the gas that causes contamination, so it may not react to the food smell Indian food such as curry and breads etc. But the Total Harmful Gas Care Filter does remove the odor.

The Light lamp continues to stay red.

Cause

Doesn’t the color change even if it is moved to a clean room?

Solution

  • If the amount of the smell is more than the capacity of the product, the display may not change.

  • Clean the sensor area.

  • Remove the power plug from the outlet and reconnect it one minute later.

Cause

Did you use a spray near the product?

Solution

  • Do not use a spray near the product.

The buttons on the control panel do not work.

Cause

Is the k (Lock) turned on on the status panel?

Solution

  • Press and hold the Sleep Timer button for 3 sec. or longer to disable the lock function.

The concentration of the fine dust does not change.

Cause

Is there a foreign substance on the sensor?

Solution

  • Clean the PM 1.0 (super ultrafine dust) sensor.

Cause

Is the product used in a closed space?

Solution

  • In a closed space, the cleanliness level may continue to stay the same without change.

The concentration of fine dust continues to remain high.

Cause

Does the air continue to flow in from the outside to the location where the product is installed?

Solution

  • In an environment where outside air is supplied continuously, the concentration may continue to remain high.

The overall air quality color does not match the dust concentration value.

Cause

Does the color of the overall air quality match the color that indicates the smell concentration?

Solution

  • The overall air quality is displayed by evaluating the smell and dust concentration comprehensively.

  • Even if the dust concentration is low, if the odor is strong, the overall air quality color may not match the dust concentration value.

The overall air quality is different from that of the Ministry of Environment guide.

Cause

Is the guide from the Ministry of Environment different from the product dust concentration?

Solution

  • The Ministry of Environment guide shows the average value over a certain period of time, but the overall air quality displayed on the product is measured in real time. So they may be different from each other.

A strange smell comes out from the air outlet as well as the filter.

Cause

Did you purchase the product lately?

Solution

  • The odor of activated charcoal is not harmful. This is similar to the smell you may experience in a brand new car. We assure it will go way 1-2 weeks after its first use.

Cause

Is the product used at a place with a lot of smoke or smell?

Solution

  • In a place with a lot of smoke or smell, the air cleaning function may deteriorate. Ventilate the room first and then use the product.

Cause

Does the filter have a bad smell?

Solution

  • Replace the filter. The filter replacement frequency may differ depending on the usage environment.

Cause

Is the product installed in an environment where a lot of odor occurs?

Solution

  • If you use the product for a long period of time while you cook or broil fish/meat, the filter lifespan may be rapidly decreased.

  • If possible, open the window for ventilation while cooking, and use the product to remove the smell left after the ventilation.

The clean booster is not working.

Cause

Is the operation mode set to the Clean Booster mode?

Solution

  • The booster fan speed and booster fan rotation functions work only in the Clean Booster mode.

A noise is generated when I start or stop the clean booster.

Cause

-

Solution

  • It means that the clean booster is trying to look for the correct location.

I can't connect to the product in the LG ThinQ app.

Cause

Is the power plug unplugged from the outlet?

Solution

  • Plug in the power cord of the product.

Cause

Is the wireless router connected with the product not working?

Solution

  • Power off the wireless router and on again.

  • Check if there is an Internet connection problem with the router.

I can't register the product in the LG ThinQ app.

Cause

Is the product too far away from the wireless router?

Solution

  • Move the wireless router near the product.

Cause

Is your wireless router working properly?

Solution

  • Some carriers provide routers that are available to their members only. If you have an outdated model, contact your carrier to have it replaced with a newer one.

The dust concentration levels are different between the product and the LG ThinQ app.

Cause

Are you looking at the same dust particle?

Solution

  • Make sure that the levels of the super ultra-fine/ultrafine/ fine dust are displayed consistently between the LG ThinQ app and your product.

  • The difference in the values could be caused by the difference in update time between the LG ThinQ app and the product.