Smart Appliances Guide

4-12
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Connected Smart Appliances - Gen III
DIAGNOSTICS & TROUBLESHOOTING
Troubleshooting Home Network Connectivity –
Not Able to Connect to Home Router
IMPORTANT: The In-Home Service Professional is only
responsible for diagnosing and repairing the Connected
Appliance and all parts and soware within that
appliance. The In-Home Service Professional must NOT
aempt to service or repair the customer’s Home Area
Network; including but not limited to the customer’s
wireless router, access point, modem, computers,
tablets, or any other mobile devices.
All quesons concerning connecng the appliance to
the customer’s Home Area Network, the Whirlpool App,
and the Customer’s Account should be directed to the
Whirlpool Help Line at: 1 [phone]
NOTE: To use Smart Appliance features on a Smart Appliance,
the consumer must have a working Internet connecon. If
not, the appliance will sll funcon normally without Internet
access, but will be unable to ulize any Smart features.
NOTE: The following informaon is provided solely for the
purpose of understanding how the Home Area Network
operates.
1. Does the consumer have a wireless router? The connected
appliance only works with wireless (802.11b/g/n) routers.
2. Does the consumer have Internet connecon? Can
they use other WiFi devices in their home to access the
Internet through their wireless router?
¾ If no, refer the consumer to their internet service
provider.
¾ If yes, connue to step 3.
3. Is the wireless router and modem are ON.
¾ If the equipment is OFF, nofy 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.
¾ If the equipment is ON, connue to step 4.
4. Does the consumer have the correct wireless router? If
using the WPS method, the wireless router must support
the WPS-2 standard. Is WPS enabled on the router?
¾ If the consumer’s home wireless router is not equipped
with a WPS buon, instruct the consumer to check
the user manual of their router to conrm if it is WPS
capable and that WPS is enabled. If not, alternate
setup instrucons are at www.whirlpool.com/connect.
5. If using the WPS method, did the consumer push the WPS
buon of the wireless router rst; followed by POWER
then CONNECT buon on the appliance within 2 minutes?
6. Does the consumer have the wireless router WPA-2
security enabled? When the consumer set up their router,
did they choose a security code? If not, refer them to
their router’s user instrucons and have them set up their
security code. NOTE: Whirlpool connected appliances only
support WPA-2 security.
IMPORTANT: Changing the security code on the home
wireless router WILL disable all WiFi enabled devices on
the Home Area Network.
7. Can the consumer take their laptop, tablet, or other
mobile device to where the appliance is to determine that
it can sll communicate at this range from their router?
¾ Can the laptop, tablet, or other mobile device sll
talk to the Internet? Go to a new website to test for
connecvity (not a recent page that may have been
cached on their browser).
¾ If laptop, tablet, or other mobile device cannot
communicate at this range, can it communicate moving
closer to the router?
• Is it possible to move the wireless router closer to
the appliance by lengthening the wire between the
router and the cable, satellite, or DSL modem?
• Is it possible to move the appliance closer to the
wireless router?
• If a WiFi extender is needed, it should be posioned
halfway between the Smart Appliance and the
wireless router. NOTE: The WiFi extender should be
of the same manufacturer as the router to ensure
compability.
8. Recycle Power: In short, recycling power to the modem,
router, extender (if exists), and computer will solve
Internet connecon issues 90% of the me—especially
if they previously worked. To properly recycle power,
1) Power down the computer (completely o—not
standby or hibernate); 2) Turn o the router and if it
exists, the extender; and 3) Turn o 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 WiFi extender, turn on and wait 2
minutes. 4) Turn on computer.
9. No Power or Lights on Modem or Router
¾ Check that modem and/or router is securely plugged
into outlet. Is outlet controlled by light switch?
¾ Check if modem and/or router is plugged into power
strip. Verify that power strip is plugged in and switched
ON.
¾ Try a dierent electrical outlet.
¾ If the user is sll 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 appliance or install a WiFi
range extender.
11. If the customer is unable to connect the appliance to the
their Home Area Network, have them call the Whirlpool
Help Line at: 1 [phone]
Troubleshooting
Troubleshoong Home Network Connecvity