App won't close door

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  • Question
  • Updated 4 months ago
  • (Edited)
So I have 2 problems here,

First off:

I have a chamberlain opener, and the internet gateway module hooked up inside my house at the router. My WiFi signal is strong enough to go well past the garage (very small lot)

The opener part works fantastic. Perfect. Every time I push open, the door opens and I get a notification. Awesome!

The problems are, I very, very rarely am able to close the door with the app. The only way I get the door to close with any consistency is I have to wait for the notification to come up on my phone, force close the app, open the app again ( at which point it makes me sign in again) and then push close, at which point the light will flash and it proceeds to do the alarm thing, and close the door. Kind of useless when I need to leave for work and I don't have extra time to wait in the middle of the alley for the door to close.

The second issue is the notification time on the app is always an hour ahead of local time. So if it's 10:02 when the door is opened, I get the notification at 10:02, but it says the door was opened at 11:02.

Any help guys n gals?
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Kyle Adam

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  • Frustrated

Posted 10 months ago

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Scott Weidig

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Honestly, sounds like a door sensor issue. New battery? The app will always let the door go up, but a bad sensor or sensor battery issue will prevent it from going down.
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Kyle Adam

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Being as my main unit is a newer(ish) unit I don't have door sensors like the add on units. Only the internet gateway in my house and the WiFi reciever button on the wall in the garage, which is hard wired into the main opener. The unit must figure out if the door is open or closed from a switch inside.

No advice for the app being an hour out?
(Edited)
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Jim

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Phone? Apple or Android? Are you using the phone/app at the fringe of your Wi-Fi, where phone may be switching between cellular and Wi-Fi? Force close app and test with phone near router or with Wi-Fi off on phone.
For notification time, adjust Time Zone in account section of the app and confirm Time Zone set on phone's system.
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Kyle Adam

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I'm using a LG G5, android phone. As per my original post, the phone is not on the edge of WiFi reception. I have tried disabling WiFi and using 4G only, it does the same thing. No hesitation opening the door but it will not close the door without a force close, after waiting for the door open notification.

I've gone through every menu in the app looking for a time zone option, I do not have the option to change time zones on the app.

Is there any way to check if the firmware is up to date?
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Jim

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Time Zone is in Account section.  On latest app in Google Play, go to Account section, click the pencil icon, scroll down to Time Zone or Country/Area selection (e.g. America/Chicago).  Select your correct time zone or locale.

Contact Chamberlain support for the Close operation issue.
(Edited)
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Kyle Adam

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Well that's humbling. I definitely didn't go into the little pencil menu. Thank you for the help. I'll get ahold of chamberlain for the door closing issue. Thank you!
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MyQ Community Manager, Employee

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Kyle, thanks for the info. Have you gotten ahold of customer support yet for this issue? If not, I'll have an agent contact you directly. Let me know. Lauren
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Kyle Adam

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I haven't yet. I'd appreciate that. Thank you!
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MyQ Community Manager, Employee

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Kyle, we are sending your information over to our support team. They will contact you through the email associated with your MyQ community account. Thanks, Chuck
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Dennis Davis

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I just figured mine out. Same problems as you have. I have reset, reloaded, and unplugged every piece of hardware several times as well as reloaded the app several times.
Just figured out that you cannot have the wifi on and be trying to also connect via cell tower. I turned off wifi on my phone and it closes now.
Jim was correct in my case!
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MyQ Community Manager, Employee

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Dennis, glad to hear you were able to solve the problem. Please let me know if you have any additional questions. Chuck
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TFaulkner

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How do I contact support. Everything setup. App opens garage door but will not close. Light flashes and alarm sounds but door does not move.
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dpfreak

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Cant get mine tonclose either, worked like a charm until the last few weeks. Multiple cell phones trying, all open it just fine, none will trigger a close. Restarted it, reinstalled it, about to replace it with a Genie.