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

Frequently asked questions and simple solutions are provided for using the product.

Q1. The product does not connect well to Wi-Fi.

A1.

If the product fails to connect to Wi-Fi, try the following methods:

• • Restart the router and then attempt to reconnect to Wi-Fi.
• • If Band Steering/Smart Connect/SSID integration/MLO (Multi-Link Operation) are enabled in the router settings, disable these features.
• • Separate the SSIDs for 2.4 GHz, 5 GHz, and 6 GHz bands (e.g., Home_24/Home_5G/Home_6G).
• • If Hidden SSID is enabled on the router, disable this setting.
• • Reset the product. (Refer to the “Resetting the Product” for the reset method.)
• • Reconnect the network through the LG ThinQ app.
• • Ensure that both the smartphone and the product are connected to the same router.

Q2. I changed my router, but the product does not connect. What should I do?

A2.

Follow the steps below to reconnect the network through the LG ThinQ app:

1. A Turn on the product and check that the product LED/display is in normal status.
2. B Turn off the power of the previously used router.
3. C Connect your smartphone to the new router.
4. D Launch the LG ThinQ app. If the product card shows the device as offline, tap the card, select the Settings button at the top of the screen, then choose Change Network.
5. E Enter the new SSID and password as guided in the app to complete the change.

Q3. The router is a multi-band (2.4 GHz/5 GHz or 2.4 GHz/5 GHz/6 GHz) router. Why is the connection unstable even though the signal strength is strong?

A3.

Regardless of signal strength, if Band Steering/Smart Connect/SSID Integration/MLO (Multi-Link Operation) functions are enabled on the router, depending on the settings, products may automatically switch between 2.4 GHz ↔ 5 GHz ↔ 6 GHz, between nodes, or between channels. This can cause the following issues:

• • Only 1–2 products connect when powering on, while others fail to connect.
• • The product appears offline in the LG ThinQ app due to an unstable connection status.

Recommended settings:

• • Router settings
• - If Band Steering/Smart Connect/SSID integration/MLO (Multi-Link Operation) are enabled in the router settings, disable these features.
• - Separate each band into individual SSIDs (e.g., Home_24, Home_5G, Home_6G).
• - Refer to the router manual or contact the manufacturer for router settings.
• • Product/Smartphone connection
• - H7/M7/M5/W7/TV must all use the same SSID and the same band.

Q4. I successfully connected LG Sound Suite products to Wi-Fi, but the products appear offline in the LG ThinQ app after registration.

A4.

In this case, products may appear offline for the following two reasons:

Case1) Multiple routers with the same SSID in the home

Check if there are two or more routers in your home using the same SSID.

If multiple routers share the same SSID, your smartphone may connect to a different router than the one where the product is registered. In this situation, the product may appear offline.

For control via the LG ThinQ app, the smartphone must be connected to the same router as the product. Follow the guide below.

• • Solution

It is recommended to operate routers with separate SSIDs.

1. A Set different SSIDs for each router (e.g., Home_Main, Home_Ext).
2. B Connect both the smartphone and the product to the same router.

Case2) Weak Wi-Fi signal

• • Solution

Place the router closer to both the smartphone and the product to ensure that they connect to the same router with the strongest signal.

If the product still does not operate normally even after the suggested methods are applied, reset the connection structure and then use it.

• • Solution

1. A Move the smartphone closer to the router that you want to connect with the Sound Suite product.
2. B Turn the smartphone’s Wi-Fi off and then back on.
3. C The smartphone will automatically reconnect to the router that is linked with the product.

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