App is showing door open when closed and vice versa

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  • Updated 1 month ago
Have the unit with the hub mounted on the ceiling and the sensor mounted on the door.  There have been no recent hardware changes of any kind.  No sensor movements or battery change.  No reboots of any hubs in the house.  But the app and the door sensor have gotten out of sync with each other.  Starting yesterday every time the door opens the alert comes in saying the door is closed and the screen on the phone app shows an open door.  The same thing happens in reverse for a closed door.  The app reports exactly the opposite of the doors actual condition no matter which position the door is in.
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Don

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Posted 3 years ago

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Anthony

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Hi Don,

Any update on this issue? How did you solve this problem. I have exact same issue wonder if you figure out...

Thanks,
Anthony.
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Eric Batavia

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I am also having the same issue please help company is worthless 
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MyQ Community Manager

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Hi Don and Anthony, 

Please make sure your app is updated to the most recent version and run a battery test on your door sensor. If it's low, you'll want to replace it immediately. We have found this often solves problems like the one you are describing. Here are some additional instructions to help you test your battery.  https://myqcommunity.chamberlain.com/chamberlainmyq/topics/recommended-maintenance-test-your-myq-gar...

If the problem persists, I encourage you to contact our customer support so they personally can look further into what may be causing this issue for you. 

I hope we can help. 
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chad

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I'm seeing similar. I reported the issue awhile back, replaced batteries and it worked for a couple of days. Stated getting out of sync again so I just purchased a whole new MyQ, set it up and worked great for a week but now it's reporting open when the door is closed.
Is there anyway to roll back to a previous firmware that was working correctly or is an update coming soon?
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Dab Padilla

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I just bought and installed the Internet Gateway and ran straight onto this problem. App shows he door is closed when it is actually open and visce versa.

Sad to see so many people with this problem and that there's no fix :(
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Heath Sellers

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I am having this same issue - has any one tried turning the damned sensor upside down?  Results?
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Kaybee Napoli

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I actually found a simple solution! After getting frustrated, I went to my bed and laid down since my brain was frazzled from anger. I calmed down and relaxed, then it hit me! I was able to reconfigure it by doing these simple steps.

Situation: MyQ states my garage door is open when its closed.

- I went and unplugged the hub (while garage is closed)
- opened my garage
- plugged the hub back in
- as soon as it reconnected to the network, I tapped on the icon to close my garage door
- reconfigured!

I felt stupid and smart at the same time. Hope this helps!
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Jim Salvage

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Good suggestion, didn’t Work for me. Still displays open. Thinking either the app or sensor . Will check sensor battery next...after checking for app updates. Thanks.
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MyQ Community Manager, Employee

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Kaybee, thank you for sharing these tips. Please let us know if you have any further questions. Lauren
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duncan01

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I found it was related to the battery in the senor. Once I changed it I started receiving stored alerts and the app is now reporting the state of the door correctly. This linked help determine root cause.

https://myqcommunity.chamberlain.com/...
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NJResident

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We are having similar problem. We installed in MyQ in April 2017. So far working great. We had 6 friends bought MyQ hub after looking at our MyQ.

Have the unit with the hub mounted on the ceiling and the sensor mounted on the door.  There have been no recent hardware changes of any kind.  No sensor movements or battery change.  No reboots of any hubs in the house same internet service. 

But the app and the door sensor have gotten out of sync with each other. 

We loved it until last two weeks.
 
For last two weeks. We get incorrect status. When garage is open it shows closed and when is closed it shows open in our app. We are using IOS. Same status is shown on computer.
  
Erratic Notifications:
Sometimes we do not get any notifications again this is happening in last two weeks. And sometimes we get too many with door being opened or closed. 

Actual notifications log:
3:03 PM - Garage 1 just opened

3:03 PM - Garage 1 just opened

3:03 PM - Garage 1 just closed

3:03 PM - Garage 1 just opened

3:03 PM - Garage 1 just closed

3:02 PM - Garage 1 just opened

3:02 PM - Garage 1 just closed

3:02 PM - Garage 1 just opened

3:02 PM - Garage 1 just closed

3:02 PM - Garage 1 just opened

3:02 PM - Garage 1 just closed

3:01 PM - Garage 1 just opened

3:01 PM - Garage 1 just closed

3:01 PM - Garage 1 just opened

3:01 PM - Garage 1 just closed

3:00 PM - Garage 1 just opened

3:00 PM - Garage 1 just closed

3:00 PM - Garage 1 just opened

3:00 PM - Garage 1 just closed

2:29 PM - Garage 1 just opened

2:29 PM - Garage 1 just opened

We did following to debug:
1) Checked battery on the garage door sensor (which is applied on garage door). Battery is fine. We hear 6 beeps and light blinks. We had it correct orientation. 
2) Manually opened the garage to match status on the app and then closed using the app. It shows fine. It messes up again when we open or close garage door either through app or directly through garage door switch.
3) Unplugged the hub and closed and opened garage door and plugged hub back again. It shows proper setting and messes up again when we close and open garage doors. 

I see other people are having similar issues. Please help. 
(Edited)
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Don

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Mine never did get better.  Despite doing everything suggested and more.  Finally solved it by burning the garage down around it.  Was very satisfying.
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NJResident

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Update, I repeated these processes again today (July 4th 2018).

1) Checked battery on the garage door sensor (which is applied on garage door). Battery is fine. We hear 6 beeps and light blinks. We had it correct orientation. 
2) Manually opened the garage to match status on the app and then closed using the app. It shows fine. It messes up again when we open or close garage door either through app or directly through garage door switch.
3) Unplugged the hub and closed and opened garage door and plugged hub back again. It shows proper setting and messes up again when we close and open garage doors.

Today I found out one more thing, about event History log. When we open or close, we do not see event record every time, i.e. it is sporadic. Not sure when this started happening, most likely in last two weeks. 

Before two weeks ago, does not matter how we closed or opened, event history showed when we opened or closed garage doors.

We have two garage doors and two door sensors and one hub.

I think it is a software issue. 

Hope to hear from MyQ folks. 
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Chamberlain Admin, Official Rep

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Hi NJResident,

We are sorry that your experience with our product has not met your expectations. We appreciate all the time that you put into trying to make it work and we would like to help you troubleshoot the issue. Can you email us at social@chamberlain.com with the subject line "myQ Community. Don- False Notifications"?
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NJResident

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Update: Issue was weak battery in garage door sensors. 

We replaced batteries on our garage door sensors. Now we are showing correct status of the door on our MYQ app. 

Few notes to help others:

When we tested batteries as per https://myqcommunity.chamberlain.com/chamberlainmyq/topics/recommended-maintenance-test-your-myq-gar...
Our garage door sensor responded with light and beeps, all six times.  

When we replaced with new batteries in both sensors we noticed the light blinked much brighter and we heard the beeps from the hub. 

So the old batteries showed working when tested, but they were weak. And that is why garage door sensors were not communicating with the My Q hub.

I am going to change batteries (CR2450 Lithium Battery, 3V)  in the garage door sensors next time "I sense App is showing door open when closed and vice versa". 

Customer service from MYQ team was excellent in helping in resolving this issue. 

    
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Chamberlain Admin, Official Rep

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Hi NJResident,

Thanks for the update! We are happy to know that your myQ system is working again and that our team was able to help you resolve the issue. 
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Ramon GT

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SOLVED.
I have two horizontal gates, right was all right but left was up side down on MyQ (open when closed and vice versa), I noted they operate in opposite direcrions, so I simply changed dip switch 5's position (opening/closing identification dip switch) and now it reoprts the correct statut to MyQ. Piece of cake.
PS: My Liftmaster gate motors don't use batteries at all.
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Cody Sloan

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where is dipswitch 5 located?
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Ramon GT

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It depends on your model. My dip switch box is right beside the learn button. Check your user manual.
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gobears81

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My manual didn't say anything about dip switches. :(
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gobears81

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I just had this same problem. After reading the first couple posts I went out to do the battery check and it had already been fixed. After a whole day of being opposite what the app said. So it fixed itself somehow. In other words, I'm not helping anybody but hopefully my comment adds another tic mark on the complaints that Chamberlain is counting!