Whirlpool WTW7120HC Manual De Instrucciones página 22

Troubleshooting Home Network Connectivity – Not Able to Connect to
Home Router
1. Is the consumer connected to the Internet after installing the router—
can they access the Internet on their home computer(s)?
➢ If yes, try claiming the washer again.
2. Does the consumer have a wireless router—can they use mobile Wi-Fi
devices in their home to access the Internet?
➢ If no, refer the consumer to their internet service provider.
➢ If yes, continue to step 3.
3. Verify that the consumer's wireless router and modem are ON.
➢ If the equipment is OFF, notify the consumer to turn ON the equipment
in the following order: turn on the modem and wait 2 minutes, then turn
on the router and wait 2 minutes. Verify the link between the washer
and the router by pressing "Remote Enable" on the washer and use the
mobile app as instructed on the HMI.
4. Does the consumer have the correct wireless router? If using the WPS
method, the wireless router must support the WPS-2 standard.
➢ If the consumer's home wireless router is not equipped with a WPS
button, instruct the consumer to check the user manual of their router
to confirm if it is WPS capable. If not, for alternate setup instructions
please visit www.whirlpool.com/connect for Whirlpool washers and
www.maytag.com/connect for Maytag washers.
5. If using the WPS method, did the consumer push the WPS button of the
wireless router first, and then "Power" followed by "Remote Enable" on
the washer within 2 minutes? Is WPS enabled on the router?
6. Does the consumer have the wireless router security enabled? When
the consumer set up their router, did they choose a security code? If
not, refer them to their router's user instructions and have them set
up their security code. IMPORTANT: Changing the security code could
disable all Internet connections.
7. Can the consumer take their laptop, tablet, or other mobile device to
where the washer is to determine that it can still communicate at this
range from their router?
➢ Can the laptop, tablet, or other mobile device still talk to the Internet?
Go to a new website to test for connectivity (not a recent page that may
have been cached on their browser).
➢ If laptop, tablet, or other mobile device cannot communicate at this
range, can it communicate moving closer to the router?
➢ Can you move the wireless router closer to the washer by lengthening
the wire between the router and the cable, satellite, or DSL modem box?
➢ If a Wi-Fi extender is needed, it should be positioned halfway between
the Smart Washer and the wireless router.
8. Recycle Power: In short, recycling power to the modem, router,
extender (if exists), and computer will solve Internet connection issues
90% of the time—especially if they previously worked.
To properly recycle power, 1) Power down the computer (completely off—
not standby or hibernate); 2) Turn off the router and if it exists, the extender;
and 3) Turn off the modem. NOTE: It is best to disconnect the power cable
from the modem and router to ensure the power has been removed.
IMPORTANT: Always restart the network in this order: 1) Turn on modem;
wait 2 minutes. 2) Turn on router; wait 2 minutes. 3) If using a Wi-Fi
extender, turn on and wait 2 minutes. 4) Turn on computer.
9. No Power or Lights on Modem or Router
➢ Check that modem and/or router is securely plugged into outlet. Is the
outlet controlled by light switch?
➢ Check if modem and/or router is plugged into power strip. Verify that
power strip is plugged in and switched ON.
➢ Try a different electrical outlet.
➢ If the user is still not seeing any lights, have the customer contact the
modem or router manufacturer's help desk.
10. Interference from outside the home may be causing the problem. Wait
several minutes and retry. If possible, place the wireless router closer to
the washer or install a Wi-Fi range extender.
22
FOR SERVICE TECHNICIAN'S USE ONLY
Troubleshooting the Smart Washer – Not Able to Make
Connection to Home Router
1. If the Wi-Fi icon is not solid white when the washer is on, go to step 2.
If it solid white the washer is operating properly and the problem is with
the home network.
2. Unplug the washer or disconnect power. Wait 30 seconds, then
return power to the washer. Repeat claiming process or Wi-Fi connect
process. If unsuccessful, go to step 3.
3. Does the washer operate correctly except for not being able to connect?
The connected washer is designed so that it will be completely
functional when not connected. If there are other problems with the
washer, fix those first before going to step 4.
4. Test the Wi-Fi connection by entering Service Diagnostic mode and
navigating to System Information then Connectivity Status.
➢ Enter
Service Diagnostic Mode.
➢ Navigate to System Information and enter.
➢ Navigate to Connectivity Status and enter.
➢ View the variety of connection statuses and information: SAID Number,
Connected to SSID, RSSI to Customer AP , IP Address, Internet
Connection, and connection to broker.
If the unit is not connected correctly to the Wi-Fi, one or all of these
statuses will show "N/A".
5. Inspect the Wi-Fi module and wiring.
➢ Unplug washer or disconnect power.
➢ Remove console to expose the HMI.
➢ Verify that all connectors are inserted all the way into the HMI.
If Washer is Connected to Home Router (Wi-Fi Icon Is On), but
Mobile Apps Do Not Work
1. Determine if the washer is connected to the WCloud. This is the external
network connection that is made via the Internet. This connection has to
be made in order for the Mobile App functions to work.
➢ Is either Smart Grid icon on continuously? If yes, the washer is
connected to WISE.
➢ If they are off, press the CONNECT button to turn the Smart Grid feature
on.
➢ If the blue Smart Grid icon is blinking, the washer is not connected to
the WISE network. The washer is behaving properly.
➢ Have the consumer's mobile apps ever worked? If not, the product
registration and claiming steps have not been completed properly. Refer
the consumer to the Use and Care Guide.
➢ Can the consumer access the Internet on their home computer(s)?
• If no, have the consumer contact their Internet service provider.
• If yes, have the consumer go through the registration and claiming
process again, as described in the Use and Care Guide.
DO NOT REMOVE OR DESTROY