Error 311 solid green light

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  • Updated 4 weeks ago
Hello, I am trying to setup the MYQ garage, I have followed the steps to connect to WiFi, I have a solid green light and can see it connected In my network but when I put the serial number in the app I get erro 311 - device not connected to internet
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Matthew Miller

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Posted 10 months ago

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Jim

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Are you incorrectly reading one of the characters of the MyQ serial number, B as 8, f as a 1, etc?
(Edited)
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Matthew Miller

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No, it is a very basic number, no characters that could be confused.  Still have a solid green light (left it alone over night) I have done a factory reset, go through the steps to reconnect it, get back to solid Green but still error 311.
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Scott y

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Just in case this is useful for anyone, I was experiencing the same issue during setup. Started setup with MyQ instructions on mobile app, solid green light and error 311 after entering serial number. I could see that the MyQ was connected to my router. None of the troubleshooting steps in this thread solved my problem. I remembered that I had similar trouble when installing Lutron dimmer switches. In order to complete the setup I had to log out of my home network on my phone. Everything went smooth after this doing this.
(Edited)
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MyQ Community Manager, Employee

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Scott, we appreciate you sharing your solution with the MyQ Community. Thanks, Chuck
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Gary Janzen

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following, i have the same issue. I've tried to reconnect multiple times in multiple locations and same result
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Gary Janzen

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plus i really would like to talk to tech support on the weekend as i have to work tomorrow and won't be able to talk to them then. SAD FACE:(
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MyQ Community Manager, Employee

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Matthew, thank you for the info. Following are two articles you may find helpful. If these troubleshooting tips don't do the trick, please send me another note and I'll have a customer support agent contact you directly.

MyQ Garage troubleshooting tips: http://bit.ly/2DWZb6Z 
Adding a MyQ serial number: http://bit.ly/2njTsi2 

Lauren
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MyQ Community Manager, Employee

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Gary, thanks for reaching out. Please try these troubleshooting tips. If you still experience issues, send me another note and I'll have a customer support agent contact you directly via email. http://bit.ly/2DWZb6Z 

Thanks, Lauren
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Kenny Chan

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I followed the same steps and still getting the same results as OP. Solid green light but error 311 each and everytime entering MYQ serial number on either Web or App setup.  Extrememly frustrating.
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MyQ Community Manager, Employee

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Kenny, thanks for the additional info. I've requested a customer support agent reach out to you via email for further assistance. Thanks, Chuck
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Shannon Booth

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Is there a customer support phone number?
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MyQ Community Manager, Employee

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Shannon, you can call our support team at 800-528-5880 or email them through this link: https://bit.ly/2wkMK1i. Let us know if we can help with anything else. Thanks, Chuck
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Mike Walla

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Just got the B750 model with MYQ. The tech could not help..The issue is the not the paswword or any set up, its your router. If your router in not b/g/n (old techonolgy) then this will not work. Most of us are now using 802.11ac routers...now not sure what I am ging to do. Just got this installed and cannot connect to my smartphone. I am not replacing this with a n router..thats stupid to do..
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Xyzzx

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Help.  I am seeing the same issue.  I checked the troubleshooting links above.  They were of no help.

The LED is solid green.  When I look at the devices connected to my router I can see the garage door opener.  I can "ping" its IP address and it responds - so I know it is on the internet.  The MAC address on the router matches the MAC address on the side of the garage door opener.

I have tried to add the device on both the myQ app and on the website - same problem.  I have updated the myQ app to the latest version.

Thanks, Russ 
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MyQ Community Manager, Employee

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Brandon, sounds like you were able to resolve this on your own. We are happy to help if you require additional support. Thanks, Chuck
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Bill Lloyd

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Same issue here. Shows the opener on my WiFi but I continue getting an error code 311.
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Kenny Chan

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So I ended up leave my MyQ on for 24hr after getting the error code 311 and I was able to connect the next morning.  Very odd but at least it's connected now and I'm able to use my App to open and close the garage door.  Definitely not the easiest setup.
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MyQ Community Manager, Employee

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Kenny, glad to hear everything is working. Please feel free to reach out with any further questions. Thanks, Chuck
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MyQ Community Manager, Employee

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Bill, were you able to resolve the issue? If not, please send me another note and well get this figured out. Chuck
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Ryan Li

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Hi, I’m having the same problem. Green light is solid but I get the 311 error when trying to add the serial number in the app.

Ryan
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MyQ Community Manager, Employee

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Ryan, thanks for the info. A customer support agent will email you shortly for assistance. Thanks, Chuck
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Brian Williams

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I am having this problem also
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MyQ Community Manager, Official Rep

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Brian, we would appreciate additional details about the specific issue you're seeing. This will help us support you in finding the best solution. Thanks, Chuck
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Josh Gusman

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I too am having this issue. Solid green light but getting error 311 stating the myq device is not connected to the internet.
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Omar Dwi

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I am having the same problem. I got a solid green light MyQ shows on the network but I get error 311 everytime I enter the serial number. I have tried ressetting multiple times, using both apple and Android but no solution.
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MyQ Community Manager, Employee

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Josh and Omar, thank you for the info. I've asked a customer support agent to contact you via email for assistance. Chuck
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Omar Dwi

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After leaving the unit comnect overnight it worked right away with no problem. This solution has been mentioned in the thread before. Thank you.
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Ashfaq Gul

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Same for me. Left over night worked.
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Josh Gusman

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Same here. I’m thinking leaving the unit connected allowed a firmware update. Thank you for the follow up..
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MyQ Community Manager, Employee

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Omar and Josh, thank you for the update, I'm glad to hear everything is up and working. Please let me know if you have any further questions. Chuck
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Frank Mejias

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I also left mine connected overnight but it didn't seem to resolve it until after I ran a ping session to the MyQ IP address assigned by my router. I pinged it, got responses and then was immediately able to add it as a place using a web browser. I then completed set up and it works.
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MyQ Community Manager, Official Rep

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Frank, thank you for sharing your solution. Hopefully this can help others in the MyQ Community. -Chuck
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Jon Storr-Stronach

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Same issue here - pinged successfully but still not able to add.  Will let it run overnight and then try again tomorrow.
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Frank Mejias

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Maybe my ping session just happened to coincide with a firmware update that had just completed. Who knows. Let us know what happens.
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Jon Storr-Stronach

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Issue resolved itself - showed up today and have it working.  Though Google Assistant is not allowed to "open" the door for security reasons.  Door status (open / closed), and ability to close work fine though.  

I appreciate the security aspect to not letting Google open the door, but would prefer if they made it a configuration option that you could turn on.
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Ryan Baltz

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I am having this green light and 311 code. I have went through most of the fixes listed on this page. I connected directly to the wifi and used myqdevice/setup to select wifi and enter password as I did on a different unit. still no luck. I cant get it to find the serial number.

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mcmillanroman7

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I am having the same problem. I got a solid green light MyQ shows on the network but I get error 311 everytime I enter the serial number. I have tried ressetting multiple times, using both apple and Android but no solution.
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Vypurr

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Add me to the list. I guess I'll wait 24 hrs and see.