Cannot close door with app, opens without issue.

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  • Updated 1 year ago
Since installing our MyQ Garage Door Opener, we have been having issues on and off with being able to close the door.  Opening is never and issue, only closing.  I have scoured the forums, and see that I am not the only one running into this issue, as there are posts going back over a year asking the same question.

The issue went away for a long period (several months), but has cropped up again in the last month or so and made the unit almost useless.  If we are leaving for a walk we have to bring a car remote to close the door or take the stroller/bikes out the garage and then close the door and exit from the front door.

I have performed all the standard troubleshooting steps:
  • Reposition the MyQ unit to ensure it is 2ft away. 
  • Rotate the unit 180 degrees.
  • Power cycle the unit.
  • Open/close the door manually.
  • Force kill the app on my phone and relaunch
  • Remove and re-add the device to my account.
  • Confirm the device is connected to wifi.
  • Erase and re-pair the MyQ and garage door opener.
None of these seem to have fixed the issue.

Again, I have never had issues opening the door, only closing it. This wasn't an issue for months so I don't believe its an account or position/rotation issue, and since I can open but not close the door I don't see how it would be a problem with it being associated with my account/app.

From what I have read in this community, the unit has a security/safety feature that disables attempts to close the door if:
  1. The MyQ unit loses power.
  2. It fails to close the door after 2 consecutive attempts.
I have also read that opening and closing the door once from a standard remote or button will re-calibrate the unit and clear this state.

Unfortunately there doesn't seem to be any information in the manual on this sort of issue and most posts paint a small piece of the picture, but nothing complete.  Additionally there seems to be 0 mention of the safety feature above in any of the documentation, only a single post on an old thread asking the same question.

According to the web interface of the unit its a MYQ-G0201 running firmware 8.1.0 if that helps.

Having said all that, I have 4 main questions:
  1. What causes the unit to allow you to open the door but not close it - is it only the safety state mentioned above?
  2.  If it is the error state, can the device/app be updated to notify the user when this is the case vs having to find out by pressing the close button and listen to it beep for a minute and do nothing?  If I understand correctly, it has a logic that is preventing it from sending the radio signal to the opener when its in the safety state, so it should be able to notify the app of this state as well.
  3. Do you simply open/close the door, or do you have to open, wait a set time, close, wait a set time?  Again, there is no documentation on this feature, so I am at a bit of a loss.
  4. Is there any other interface for the device, like a error log or something advanced users can look at?  I found the IP of my unit and can look at the about page from that, but the only details beyond the model/mac/wifi info is how long its been on and how many internet/router connections since power up.
I got the MyQ to monitor our door while we were out, and to use for when we go on bike rides or walks and not have to carry a remote out of our cars, but in the last month we've had to fall back on the remotes more than not, so it feel a little like we made a mistake in buying this unit.  

I have reached out to the phone support group listed on the Chamberlain website, however they seemed less familiar with the device than I was.  When the unit works works its great, but it seems to fail without warning or explanation and I never feel confident I have fixed the issue when it starts working again. I work with technology on a daily basis, so if its something that needs regular maintenance (reboots, etc) that's not an issue, but the lack of information from the unit and no documentation causes a major frustration so if there is any information that can be provided in reference to my questions above or that may relate to my issue I would greatly appreciate it.  
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Tyler

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  • frustrated

Posted 3 years ago

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Lyndon Hudson

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@Tyler: I believe your photo sensors have come out of alignment. Without those working properly your door will not close via the app.
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Tyler

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I don't believe that's the case here. I have a simple dumb door opener with the MyQ unit acting as a internet enabled remote. If I had one of the complete units that uses a gateway to get to the internet that would make sense as it might communicate back that something was blocking the door or that the sensors were in error, but my opener doesn't have that intelligence built in.

If the sensors were blocked or out of alignment the MyQ should still attempt to close the door, but the door unit itself would flash it's lights to warn me. I also wouldn't be able to use a standard remote or the wall button to close it, but I have zero issues with that. Instead the MyQ beeps and flashes it's normal "I'm going to close" warning... Then nothing.
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Scott Weidig

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I agree. What happens when you attempt to close the door? Does the MyQ beep and then nothing? Does the door attempt to move and then stop and reverse? Does nothing happen?
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Tyler

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It acts like normal, beeps and flashes the warning light indicating it's about to close... Then nothing (except more beeping). No movement in the door, no flashing lights on the opener to indicate it's blocked.

Frankly I think the most frustrating part is having to sit and listen to it beep and be unsure if it's even going to try and close. If it isn't going to attempt to signal the opener it should make a different beep (and less of it). I feel like I'm having to troubleshoot something broken inside a box, blind folded and wearing ear plugs. There just isn't enough information provided by the device to know the reason it's failing.
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John Veneruso

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Yeah... Lots and lots of beeping.  The door closes fine with either the hardwired controller or the regular remote controllers.  I can stop the beeping by using either the hardwired or regular remote controller to close the door.  Something is wrong with the MyQ app.
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Scott Weidig

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Just thought of something this morning can you check the battery in the remote sensor? I'm wondering if that somehow either dead or not active in someway because it's flashing like it wants to go down but the remote sensors not letting it
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Tyler

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Battery appears fine.  No issues telling the current status of the door or if its moving, swapped them with some spares just to be sure but the issue hasn't popped up for a day or two.  Hardest part of troubleshooting it is that it comes and goes. :\

When it does pop-up the problem fits exactly with what Orlando mentions in the thread I linked to in my original post:

Yesterday, I went to test this, and tried to open my Garage Door with the App, and the door did not open. After a minute of waiting, I decided to use the Garage Door Opener Remote to open the Door.
Afterwards, I tried using the App to close the door, and the door closed, no problems. Then I opened it with the App, no problems.
Afterwards another user posted:

 I read somewhere that Chamberlain door openers disable the remote close features to keep you from locking yourself out of your house accidentally after a power outage.  To re-enable them, you have to open and close the door once with the remote.  I did use the remote and low and behold, the app seems to be working again.  
And Dawn from Chamberlain replies with:

Great catch, Joseph! You are absolutely correct. Unattended garage door opener commands are disabled immediately after a MyQ or Wi-Fi garage opener powers up. Thus Timer to Close, Garage Door Monitor and MyQ are disabled until the opener receives a command from a remote, door control or keyless entry to open or close. The opener must perform this one motion to resync its door motion before allowing unattended operation.

So it seems there is a "feature" that disables the door from closing after certain events.  Problem is I can see that my unit has't lost power, so there has to be some other condition popping up I am not aware of.  I can't find the documentation they mention in the quotes above, so I was hoping either someone else had seen it or could point it out.

Honestly I'd love to get an official from Chamberlain in here to comment on the behavior and if there are any tools for advanced users, like log files or something to show any errors it has had.  The only thing I have found is if you plug in the IP of your MyQ into your web browser it will list the model, on time, how many connections to the router and internet it has made since powering on (so you can tell if your power dropped, the router bounced, or if the internet or MyQ server dropped).  

I'm actually a little surprised/disappointed no one with the company has commented here, since other threads posted after mine have gotten official attention. :(
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Scott Weidig

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That is interesting. I wonder if Chamberlin server outages/issues count as well as one of these events. That could explain some of the randomness where nothing happens at the house, but the remote close does not work... Dawn and Randi are officials with Chamberlin. It would be good to understand the advanced troubleshooting options as well.
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Tyler

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That's my thinking as well, just looking to confirm.  Interestingly enough, when i pulled up the web page for the unit just now it shows the following stats:

  • Powered time: 7 days, 15 hours, 28 minutes, 55 seconds
  • Internet Connected: Yes
  • Connected time: 6 hours, 37 minutes, 21 seconds
  • Router Connections Since Powerup: 1
  • Internet Connections Since Powerup: 26
So in just over 7.5 days it has remained connected to my wifi the entire time, but has lost its connection to the Chamberlain servers 26 times.  I don't believe this is an issue with my ISP as I have a few other services that run over the internet and don't show any connection losses, but I may set up some sort of monitoring to be 100% sure.  

If a loss of connection to the Chamberlain servers causes it to go to that safety state the above would certainly explain the behavior I am seeing.
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Dawn, Official Rep

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I apologize that I haven't had an opportunity to post on this thread yet. I have scheduled it into my calendar first thing tomorrow. I will get an answer for you on all the questions you have posted. 
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Jim G

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Yes, please address this.

I just installed MyQ GDO, took over an hour just to get it to recognize my Craftsman opener, now it will only open the door, but will not close. No error from the opener, just beeping/flashing light from MyQ GDO and door remains open.
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Scott Weidig

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Did you cycle it once with a normal opener after the install? There is a safety on it to prevent lockouts. Try using a regular opener once to have it to up and down after the install and try again.
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John Veneruso

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Yes, I cycled it with both the hardwired controllers and the regular remote controller.  Then I opened the door with the app.  But when I tried to close the door with the app, I got the beep beep beep.  I stopped the beeping and closed the door with the regular remote control.
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Jim G

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cycled it at least 10 times, as I saw the other posts mentioning this. In the course of using it since then it has closed a couple of times, but also has failed to open a couple of times also. So far its just hit or miss if it will work at all. 
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Dawn, Official Rep

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The safety feature is set up so that two attempts are made, if the door doesn't close, the app shows a close error. This error has to be cleared by pressing the remote or door control to activate the door. We have found that the latest version of the app is setting the "unattended close status" incorrectly. Sometimes it will see it, other times it does not. We have a fix for this in our newest app update which is scheduled to come out this week. I will be sure to post the update on the board. I am really sorry that you are having a problem with this error, we are working to get this error fixed. 
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Scott Weidig

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Update Notes:
Corrected false Close Error when door is closed
Corrected disappearing login credentials

Hmmm... Unless there is more hidden there this does not look like it may fix some of the errors reported here.  Also no HomeKit integration :0(
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Tyler

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Hah, that is a slow door.

I did call in, but was only able to after I left home. Courtney is going to give me a call back this afternoon to troubleshoot once I am in front of the unit, so I will report back what we find, and I have a laundry list of questions to ask.

One thing I did notice was that my hub did reboot this morning before I left... No idea why. Even so when I opened it the safety state should have cleared... Unless it isn't instant or has to replicate to other servers. For example my hub pushes the "all clear" status to the server, but it takes 2-3 min for that to be written into the database or there are 100s of servers in a cluster and it takes 5min to replicate changes across them. When I tell it to close the door a few seconds later the server hasn't finished clearing the state and so it sends the neutered command that just makes it beep. That's all a guess of course, I have no idea what the backend is or if the hub tells the server it's state or vice versa.

One interesting thing was tha Courtney was able to wipe the state and reset it from her end. However when I got home and tried to use the app I could open but not close (my wife left and returned before lunch so it made 4 movements before I returned). I closed the door with the wall button, but when I left it both opened and closed via the app. Very odd. We'll see what happens when I try to park in the garage when I get home.

I will try and either edit my original post tonight or get something up near the top of we come up with an answer , or at least some good info, that way you don't have to dig through this tread to find it.
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Randi

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We have updated the app as of this morning which will correct the false close errors that you have been seeing. I know yours has been sporadic Tyler, definitely let us know if you are still receiving error.
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Tyler

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Well, I want to give it a few days to be sure... But it hasn't refused to close since I updated to the new app version. Consider me cautiously optimistic.
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Scott Weidig

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Cautious YES!
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Scott Weidig

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Dawn, thanks for the information and I'm sure many of us are looking forward to the update. I know we all are hoping that something else is in there along with the security fix ;0)
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kenbo

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Same issue here...door won't close with the app.  I believe this started consistently after the last app update.  I was in a chat session earlier with Chamberlain support and they suggested I delete all rules, add ONE to see if it resolved the issue, then wait 24 hours before adding the rest.  Sure enough I was able to close the door, however 2 hours later the door would not close again.

I've been laboring through MyQ issues for the past 8 months.  You guys have got to get your acts together or refund our money.
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Randi

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I am sorry to hear that kenbo. We are definitely working on a fix for this which will come out with our latest app update. If the problem persists after the update, please let us know. 
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Randi

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We have updated the app as of this morning which will correct the false close errors that you have been seeing. Please let me know if you are still experiencing the same issues kenbo. 
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kenbo

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Here's my feedback after 2 days with the latest updated app:

  • Door opens, and closes when requested.  I think we've done about 11 open/close cycles exclusively with the app.
  • There were a few occasions where the app was unresponsive.  Switching from WiFi to cellular, and from cellular to Wifi regained a connection to your servers to operate the door.
  • On my last attempt to close the door it was not responding and the unit did not beep; I forced closed the app and re-launched it.  The unit beeped, then closed the door, however the unit continued to beep for another 20 seconds or so, and now the app is convinced that the door is still open.
  • While attempting to resolve the false reading on the app I hit the door on the app to close it; the unit beeped and the door opened, followed by a "No response" message, then the message "the door cannot be controlled because of too many failed attempts.  Please operate the door locally to reset and allow unattended operation."
  • I closed the door manually and the errors went away.
  • Grrr. 
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Tyler

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So I may have resolved the problem, at least it hasn't acted up for about a week now.  I spoke with tech support again and most of the suggestions were deleting the device from the account and adding it back, etc.  The issue has never been communication to the MyQ from the app, but getting that across has been difficult to say the least.  The technician did mention something about the MyQ could operate up to 50ft away, so I started looking at where it was mounted again.

In the location it was initially installed in, if you drew a line from the MyQ to the door sensor it would pass through the metal braces holding up the opener when the door was in the up position.  I had  moved it around a few times, but it was mostly in the same area of the garage and since I had no issues with the sensor and MyQ communicating I didn't think there was a problem with the location.  Since the tech had mentioned it could be further away and other have reported that their sesors tested successfully but had issues (low battery, etc) I decided to move the unit to make 100% sure there was nothing blocking the signal.  If you are in the back of the garage looking at the door, the MyQ was mounted >2ft (probably about 3ft) to the left of the opener with the power plug pointing to the opener.  I moved it so it was basically mirrored, >2ft to the right of the opener with the plug still pointing at the opener.  In the new location I had 0 issues closing the door.... but I couldn't open it.  The failure rate was about on par with what I was seeing when trying to close it before the move.

Its a bit odd, but the only thing I could think of that made any kind of sense was interference from the opener itself or something along those lines.  Maybe the position of chain on the track was blocking what signal was getting through the noise put out by the opener.  Either way I decided to moving it to the back wall of the garage, which is maybe 8-10ft from the opener and mounted it near the ceiling.  If you draw a straight line out of the unit's light it would hit the opener.  Since placing it there we haven't had any failed opens/closes.  It still sort of boggles the mind, but I'm not a Rf spectrum technician, so it might make complete sense to someone who better understands how radio signals work.

I'm still cautious with the device, since I've had too many instances of it working and then messing up again later, but this is looking a lot more promising.
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Dawn, Official Rep

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Tyler - Thanks for the update. I have seen the hub being too close to the opener cause the door not to close(never caused a closed error though). I appreciate the update. Let me know how it works, I am curious if this takes care of the issue. 
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Scott Weidig

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That is interesting mine is about 5'-6' away on about a 30degree angle from the opener. Back away from the door... Not sure about interference you can see the cables to my invisible fence and others, but it works all the time.
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kenbo

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Updated app released today. New feature lets you link your Nest cam with MyQ...where's that HomeKit compatibility?

Bug fixes are:

•Corrected false close error when closed.
•Corrected disappearing login credentials.

If anyone downloads it please provide feedback...I've become a bit gunshy with their updates.
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Scott Weidig

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Just updated. It is early with only 1 test open, but app opened and connected much faster than previous <2 sec from launch to being able to trigger the door. Previous was 5-8 sec just to get into the app. Open tracking also faster and the refresh of door state was faster. Closed without issue even immediately after completing open.

Seems good so far.
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kenbo

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App fell off the wagon today between 4-6 pm PST...MyQ refused to open AND close my door. Getting old Chamberlain.

Coincidentally an updated version was released today. Anyone try it?
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Scott Weidig

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I have not tried it yet. I updated last night however I used my main goal remote this morning. I'll try when I get home tonight at about 10 PM
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kenbo

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I've been using the latest version for a few days now.  Consistently does not reflect the actual state of the door being closed.  Although MyQ closed the door the app still says it's open.  Meanwhile MyQ keeps beeping about a minute beyond the door closing. 
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DC

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Anything recent here? I just installed mine last night and this is plaguing me. Deleted/Re-added, moved the unit, reset with physically attached remote and wireless remote ... no luck. 
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Scott Weidig

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In the install, the door sensor? How far is it from the unit? It sounds like the door either thinks there is an obstruction or that the door sensor is not talking to it.
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DC

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No obstruction. Door works fine from the normal clicker. Will replace the battery in the sensor tomorrow and see if that does the trick.
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DC

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Changedthe battery in the sensor. Seems to work about 50% of the time now. Scratching my head.
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DC

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Moved the sensor. No luck. Moved the hub across the garage and that seems to be working. Fingers crossed.
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Dave Faber

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DC. Where did you place your hub?
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DC

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It was on the ceiling about 4 feet behind the opener. It's now on the side wall across the garage. Knock on wood it seems to be working still.
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ale2999

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Mine was on the side. Moved it behind the opener (opposite direction of the door). Now it seems to work.