Can't access MyQ app in my home wifi network.

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  • Updated 5 months ago
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I have the MyQ garage gateway to control a 3rd party opener.. I can't seem to access the MyQ app on my IPhone (6 if it matters) on my home/local wifi network.  I walked outside my home and use the cellular network, and it works (the app version I have now uses touchId to login).    I also tried using a laptop with firefox to login to mychamberlain web portal, and it rejects my request, but I can do it at work though.  So it seems it is not my account that is blocked but where I initiated the login request..  Any idea??

It used to work at one point, but can't remember if I change anything on my wifi network side (I don't think I did anything though)..
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Magphen Leung

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  • furstrated.

Posted 2 years ago

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Erik C

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Try installing the Wink app and link your Chamberlain account. The Wink app gives you similar access and it might work better over your local network.
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Michael Constantine

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I am also having this issue.  Web portal show Your request has been denied.  Any idea was could be causing this?
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Angel

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Did you ever find a solution for this? I'm having the same issue
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Jay

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Angel, did you ever get your issue resolved?
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Michael Constantine

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Basically, They told me my IP was on some blacklist and they couldn't fix it.  They also couldn't tell me WHAT blacklist, so i just gave up.

Only thing i could track down would be that i am using STATIC IP from my cable provider. 

Are others here having this issue, using static IP's?
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Jay

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This is what it sounds like to me. I hope the engineers can fix this for all affected.
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MyQ Community Manager, Official Rep

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Jay, we're working on it diligently. I'll keep you posted of any new information. Lauren
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Wayne Richardson

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Same issue, anyone have a solution?
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Jay

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Wayne, you still having issues?
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Wayne Richardson

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Yes, still having issues.   I did get a call from customer service, but I was not at home or able to take the call so they closed the issue.  I did get a follow up email to re-open if still an issue, but I just don't have the time during the day to sit and troubleshoot on the phone at my house, whenever they might call, because Im not able to call them when I'm available.  
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MyQ Community Manager, Employee

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Wayne, can our customer support experts contact you at the email address associated with your MyQ Community account? That may be a better way to schedule support when it's convenient for you. Let me know, Lauren 
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Jay

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I'm glad I'm not the only one having these issues.
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MyQ Community Manager, Employee

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Wayne, let me know if these tips help: http://bit.ly/2xuwoCS. If they don't, post a note in this thread. Lauren
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Wayne Richardson

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Hi Lauren,
    I have tried all of the troubleshooting advice, and am pretty convinced that it is an IP address issues - especially since any computer on my home wifi is unable to access my online account using a browser.  I have 4 myq garage openers at two sites, so I'm pretty familiar with it.  I'm unable to get my IP address changed without moving to a business account or replacing hardware.  Is it true, that Chamberlains security system does "blacklist" or not authorize certain IP address?  And, If so, can you remove mine from such a list?  That would be extremely helpful to this 6-9 month long nagging issue.  Thank you for time!
Wayne
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MyQ Community Manager, Employee

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Wayne, I'm looking into getting you an answer on this. Lauren
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MyQ Community Manager, Employee

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Wayne, our engineering team recommends the following 2 steps:

1) Contact your ISP to request removal from any internet IP address blacklists.

2) Email us your IP address so we can investigate our records. Email to social@liftmaster.com and include the note: "FORWARD TO LAUREN" 
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Wayne Richardson

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I have done both of these things, but have not heard back from anyone.  any news or confirmation that you received the information?  Thanks
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MyQ Community Manager, Employee

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Wayne, working to get you an update. Thanks for your patience. Lauren 
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Jay

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Having same issue. Reset router to default settings, redid wifi settings on garage door, uninstalled and reinstalled app as well. Spent half an hour on phone with Chamberlain who escalated the issue. Waiting to hear back. This is annoying.
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MyQ Community Manager, Employee

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Jay we sincerely appreciate your patience. Our tech support experts will do everything they can to get this sorted out. Lauren
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MyQ Community Manager, Official Rep

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Jay - I'll let our dev team know about this post. Thanks for your patience and persistence.   Lauren
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Jay

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Any update from the engineers?  I'm still having issues and did not receive a call back from David yesterday.
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MyQ Community Manager, Employee

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Jay, still working on getting you an update. Lauren 
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Jay

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Any time frame on a fix?
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MyQ Community Manager, Employee

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Jay, still working on an answer. More soon.
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Jay

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Just an update for everyone having this issue. I was told that it appears my ip has been blacklisted. Chamberlain advised they never remove people from the blacklist which I find to be ridiculous. I've been using the same ip for two years. I find this to be extremely poor customer service in that they will not remove someone from a blacklist when they can clearly see how many times I have used this same ip with no issues until now. Will not be purchasing another one of these products.
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MyQ Community Manager, Employee

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Jay, I will look into this in the morning. Lauren
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Jay

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All, it appears that I am now able to login to the app and the website.  I'm not sure if it's a glitch or something I did.  I have Comcast and running an R7000 router.  I unplugged the ethernet cable that was coming from my modem to the router and plugged directly into my laptop.  Doing this generated a new IP address when I went to whatsmyip.org.  I then unplugged from the laptop and put the ethernet cord back into the router.  What I find is odd is that my old IP was assigned after doing this but now I'm able to log back in on my network from the application and website.  For now at least.
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MyQ Community Manager, Employee

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Jay, that's good news. Let us know if your status changes. Lauren
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orellius

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I'm having the same issue, have been for months. Support also told me my IP was liklely blacklisted. Not sure what to do now. Am also using a Netgear R7000 router. I don't believe it's a router setting as it worked fine for well over a year, and I didnt upgrade or change anything on the router side. If I take my iPhone 6S and go on LTE the app logs in fine. If I am on Wifi the app doesnt log in at all. 
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MyQ Community Manager, Employee

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Orellius, I'm going to provide your information to our customer support team. Look for an email from an agent tomorrow. Lauren
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Jim

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Contact your ISP for removal from internet IP address blacklist.
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Wayne Richardson

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What would our ISP have to do with Chamberlain's security software's blacklist? 
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bertopl

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I'm also having this same issue as the op and others here. mine started about a week ago with no change in my network settings. same symptoms which looks like my ip address was blacklisted as well. I contacted chamberlain support first of this week. my initial support rep told me my account looked fine and he would have to elevate the issue to a higher tier. finally got an email from the "escalation team" today. the email basically said check your wifi password, our app should work worldwide. I'm closing your case. horrible support experience, I have no idea what chamberlain expects me to do now.
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MyQ Community Manager, Employee

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bertopl, I'd like to have one of the customer support agents I work closely with reach out to you. Can I have him contact you at the email address associated with your MyQ Community account? Lauren
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orellius

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All it appears my issue was iOS11. When I updated that it broke the opener app and stopped it from working on my wifi. I too was told to get my IP changed by support as it was probably blacklisted. Tried that didn't work. ISP had nothing to do with it. I mean why is the MyQ transmitter working, its wired directly to the router which then goes out through my IP. It worked on cellar so the IP wasn't the issue.


The new app update fixed the issue. It added support for iOS 11. Installed that and it worked right away. Anyway that was my fix.
(Edited)
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MyQ Community Manager, Official Rep

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orellius, we're so glad this issue has been resolved, and thanks for taking the time to provide an update.  Chuck
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bertopl

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thanks lauren, I have resolved my issue through my internet provider. even though I am not on a static ip, some providers cache your devices MAC address and associates that MAC address with a specific ip address. so I kept trying to get my ip address changed through my internet provider, they would do their thing, but my network would always pull the same ip. the solution for me was to go into my router and change the default mac address for my router. I rebooted my modem and it finally pulled a new ip address. hope this helps anyone who had similar frustrations. since I am on a new ip address, chamberlain is working again. the problem is, chamberlain somehow blacklisted my ip after years of use. there was no warning emails, there is no specified reason as to why my ip address was blocked by chamberlain. I have numerous devices and none of those other accounts have locked me out. and support from my internet provider was always courteous and helpful. chamberlain has to make a better effort when customers email or call them than the interest-level that I received from them to solve a problem.
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MyQ Community Manager, Official Rep

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bertopl, thanks for taking the time to comment and share how you're issue was resolved, and I'll certainly bring your feedback to the leadership team.  Lauren
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German R

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I have the same problem but instead of home its at work. IP seems to be "blocked"
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MyQ Community Manager, Employee

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German, a support team member will be in touch soon to help you resolve this. Thanks, Chuck
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Wayne Richardson

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I'm still having this same problem, with very poor follow up from chamberlain.  I've sent multiple emails and followed instructions given here.  I typically do not speak ill of companies, but this has been a frustrating experience.  My ISP confirms theres nothing blocking on their end, but I'm taking my modem in to be swapped to get a new IP address, since that has seemed to work for others.  I'll report back.  
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MyQ Community Manager, Employee

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Wayne, when we put you in touch with our support team through here, we share the information you've shared on the MyQ community with them. We'd be happy to assist you in this process if you like. Presently, it looks like you are having an issue with the IP address connecting with the MyQ app. Do you have any other requests or information you'd like to share, so we can send it on and help you resolve this? Thanks, Chuck
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Wayne Richardson

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Hi Chuck, not that I haven't already shared and emailed back and forth.  Your team should have all of those emails.  "Lauren" was in the subject line.  
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German R

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Same goes for me with “Valerie”
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Wayne Richardson

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I just got back from taking my modem to my ISP and swapping it out so i would get a new IP address and now everything works for the first time in 9 months.  It is certainly something to do with Chamberlains security software blacklisting IP addresses.  I would still like to know for sure what was the issue and how to fix it if it happens again.  (outside of getting a new modem)... 


IS this true Chuck?  Does Chamberlain have a blacklist of IP addresses that it doesn't adjust for customers?


"Just an update for everyone having this issue. I was told that it appears my ip has been blacklisted. Chamberlain advised they never remove people from the blacklist which I find to be ridiculous. I've been using the same ip for two years. I find this to be extremely poor customer service in that they will not remove someone from a blacklist when they can clearly see how many times I have used this same ip with no issues until now. Will not be purchasing another one of these products."
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German R

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THANKs for the update! I won’t buy another product either unless they remove my work place IP address from the blacklist which apparently they don’t
(Edited)
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uuzinger

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Same issue. Website shows "Your request has been denied". Already emailed, no response. I'm pretty fed up with Chamberlain's arbitrary decision to start blocking website requests and API access, especially when the internet connected ability was the reason why I purchased and installed this garage door opener. Last time I buy a product from this company.
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MyQ Community Manager, Official Rep

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uuzinger, hearing feedback from the MyQ Community about what works and does not work helps our team determine where we can focus for improvements. We respect your choice and thank you for sharing. -Chuck
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uuzinger

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Not sure how breaking the functionality that people paid for is "what works" in any community.
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German R

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And my problem was never solved! I used to tell people to buy it because of how convenient it is with the cell phone but after this I’m telling everybody not to buy it! I just don’t get why in the hell they are so hard headed and won’t remove the blocked IPs! I understand there might be a safety related issue but man! Ask us to send you a copy of purchase receipt and a Oxford if serial number and remove our damn IP from your blacklist and stop saying there is no such black list because YES there is! Stop treating us like if we were retarded and show some respect!
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uuzinger

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For those still having this issue, you might want to look into the GoControl/Linear GD-00Z garage door controller, plus a smartthings or other Z-Wave hub.  A warning that you will have to hook it up to a garage door remote to use it, since Chamberlain helpfully 'encrypts' the traffic on their wired controllers so you can't connect it directly to the opener motor unit itself. I have tested and this system works, but basically you'll be going through the manufacturer of your smarthub instead of chamberlain to get notifications and control your garage door. Certainly would be much easier for Chamberlain to just not block people, or be more selective about their restrictions - but what can you do.
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Brakk

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I am having the same exact problem.  Everything worked fine until 2 days ago when I can't even log in to my account if I am on my home network let alone operate my garage door opener.  My system has been working flawlessly for more than a year and then suddenly I have to connect my phone to the cellular network just to log in to my account. 

I see that it's been a year and they haven't provided a solution except for the user to force an IP address change to get around the blacklist.

I guess I should start telling everyone in my circle to stay away from chamberlain/Liftmaster/etc.
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uuzinger

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This was Chamberlain's original response:
Brakk, we do not block or blacklist ISPs. Something like what you've described usually points to something in the internet/router settings not allowing the app make the needed connection. The best option is for you to consult the ISP/router manufacturer and go over the settings to isolate what settings is cause the interruption of the app connecting. Let us know how that goes. Thanks, Lauren
Clearly that's not true. It seems like even the people providing support don't comprehend what their systems administrators are actually doing.
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MyQ Community Manager, Employee

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Brakk, our MyQ application and network security systems may block traffic from problematic IP addresses which have been blacklisted. You may need to work with your local ISP to work on removing blocks or get added to a "whitelist."  Let us know if you have any questions.  Thanks, Lauren
(Edited)
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uuzinger

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Lauren, your comment makes no sense. If MyQ is the one that is blacklisting IP addresses, asking the ISP to fix it won't help. If you want people to actually be able to resolve their blacklist issue, Chamberlain needs to have transparency on their blacklist methods as well as a remediation method to remove ip addresses from that blacklist.
(Edited)
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Doug Bretzmann

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Hello Lauren, I seem to be having the same issues as other users on this thread. That is, my MyQ opener has been working fine for 6 mos or so on both WiFi and cellular connections. Today, it stopped working on WiFi only. I get an error when logging in that says, “There was an error connecting to the server. Please check your connection and try again.” If I disable WiFi on my phone and revert to cellular data, the app works fine.
Can you be more specific on what I would need to say to my ISP to resolve this issue? It’s unclear to me from the comments above if the blacklist/whitelist exists at the ISP or Chamberlain.
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uuzinger

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The blacklist is by Chamberlain, based on the source IP address provided by your ISP. A simple way of testing is to try to load mychamberlain.com in your web browser on a computer at home. If you get "Request Denied", then Chamberlain has blacklisted your ip address for some reason that they refuse to explain, and try to blame on the ISP.
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Doug Bretzmann

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I can confirm I am getting ‘Request Denied’. Chamberlain needs to provide a better explanation of the issue and how to resolve it.
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Wayne Richardson

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I went through this and down the rabbit hole with chamberlain customer service.  I got a lot of promises when I posted here, but very very little follow up from Chamberlain.  Ultimately, I had to change out my modem/router hardware to ensure I got a new IP address and then everything worked again.  It was not an issue with my ISP, because they confirmed that they do not blacklist or have security software that was causing this issue.  If you met "Lauren" at a bar, I bet she would tell you a different story and hates that she has to promulgate this ridiculous company line of non response.  
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Doug Bretzmann

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Hmmm...oddly enough, it started working again yesterday.  Based on the messages on this thread, I had power-cycled the opener, my routers, and ONT (we have FIOS) in an attempt to get a new IP address but that did not immediately cause it to start working again.  I assumed since it was working today that maybe I had gotten a new IP address automagically (I know only enough about networking to debug my home network...).  But I checked my router logs and confirmed that I've had the same WAN IP at least since April 2.  Weird...
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Brakk

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Hi,

To everyone that have been experiencing the same problem, here's what I did:  After experiencing the issue, I changed the MAC address forwarded by my router to the ISP and rebooted my router.  This caused my ISP to provide my router with a new WAN IP address.  I took the trouble of noting down my original IP address and the new IP address.  After getting the new IP address.  VOILA!  all of a sudden everything worked as they did before I began experiencing the issues.

Clearly, this points to a blocked IP on chamberlain's part and since they refuse to explain the reason why they are doing this, we should look to other vendors that are more honest, more open to consumers, and provide solutions that don't take years to materialize.

Their stance has always been, "WE DO NOT BLOCK ISP's", I agree they do not. But they sure do BLOCK IP ADDRESSES!  Only they know the reason why.

Also, stay away from Liftmaster as I know someone experiencing the same thing and he has a Liftmaster gateway.  Probably the same company if not the same parent.
(Edited)