Add Adding your device timed out. Please try again later.

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  • Problem
  • Updated 10 months ago
Have onq opener and purchased gateway
Added gateway to my chaimberlqain.com account but no matter what I do the app never sees the opener

I click add - enter the SN from the gateway - then add opener
pick no wifi
then click add and hit the learn buttton
the light blinks but the app just says
 

"Adding your device timed out. Please try again later."

ive deleted the gateway and readded it - I moved the gateway next to the opener with a long cat 5 cable

nothing seems to help

Any ideas are welcome

DOnt want to send the gateway back to amazon
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DB

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Posted 3 years ago

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Dawn, Official Rep

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I apologize that you are having a problem adding your garage door opener to your MyQ account. What is the model of the opener you are attempting to add? 

Here are some troubleshooting steps to resolve your issue. 

1. Do a hard reset on the gateway.

Hard reset
  1. Remove power connection from gateway,
  2. Press and hold the Reset button, and
  3. While holding reset button press, connect power to gateway.
  4. Continue to hold Reset button for 5 - 20 sec while all LEDs remain off until the yellow LED light blinks.
  5. Release reset button.

2. Attempt to add the device to the account. How to add devices to the MyQ account

3. If still unable to add the device, do another hard reset on the gateway and then clear the MyQ devices from the garage door opener or the MyQ Control Panel.

To clear the devices

     1. Press the learn button until the LED light goes out, release.
      2. Immediately press and hold the learn button again until the LED light goes out, release.

4. Attempt to add the device to the account, again. How to add devices to the MyQ account

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DB

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Ive tried  resetting the opener to clear the previous devices

The Gateway was new out of the box - NOt sure what I would be resetting, since there is ZERO Config to do,  but Ill try it

Opener Part # 45dcBR5R  Model LW5000EV
Chamberlain 0.75-HP MyQ Battery Backup Belt Garage Door Opener
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DB

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I've done the recommended resets with no change
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Dawn, Official Rep

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What is the model number of the garage door opener that you are trying to add?
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DB

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Lw5000ev it has onq on it
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DB

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I was sent a replacement gateway - no change

I set the new gateway in DMZ on Verizon router to eliminate that

opener app still wont work - wasted a ton of time on this
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Dawn, Official Rep

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I apologize that you have had to spend so much time on this. I know how frustrating it can be. If the replacement gateway didn't work, the issue is with the logic board. 
(Edited)
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DB

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Dawn is right - apparently there are some early openers that are finicky. They are sending out new board
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Ryan

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I have 2 of the HD920EV model (Part Number 45DCBR5) and cannot connect via the gateway.  Same problem as above.  How do i get a new logic board and where does it go?
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Dawn, Official Rep

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Ryan - If you have tried all the previous steps, please call support at 1-800-528-9131. They will need to do the same steps with you to determine it's a warranty issue. 
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DB

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I put in a support ticket and eventually was escalated to level 2 - they solved it and are shipping the parts
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Luther Brown

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I am in need of assistance. I am having the same problems as the individual above. I purchased (2) MyQ units and cannot connect my Chaimberlain garage door opener (WD962KPEV).
I have attempted all of the troubleshooting tips and none have worked. Please contact me about the next steps that I need to take.
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bradlustig76

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I have the same issue.  Sounds like the logic board is what is needed.  My opener is a couple years old (I think it was installed around mid 2015), I ordered the gateway soon afterwards, had no luck so I forgot about it.  Any chance parts would still be covered?