Error 500

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  • Problem
  • Updated 3 years ago
When I attempt to add my serial for my MyQ gateway to my account it comes back with error 500. It does this on any device I use to add it.
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Joshua Penner

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Posted 3 years ago

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goodson

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No help, but I am getting exact same thing.
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Huy Nguyen

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Same here!  I've been trying to add the gateway all day today but with no success.   Been on the phone with three different tech reps and nobody can figure it out.   I've tried on a Mac with Chrome and Safari Browser; on Windows with Chrome and Internet Explorer; on Sprint Android LG G3 and on an ATT Samsung Galaxy S5, and on Ipad with Chamberlain and Liftmaster apps.  Tech support can see my account and see that the Gateway is added as a Place but I can't see it on any of my devices.   On the Android apps, i can get as far as naming the Place but then it gives me an error message saying that is unable to save the name.

i have a solid green light on the Gateway, which means that it is connected to the internet.   One of the reps had me plug the Gateway into different ethenet ports on my router and then rebooted the router but that didn't work.

Will probably return it back to Amazon on Monday since I am so frustrated with it.
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goodson

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I just got off the phone with a very helpful person, Barbara,  Basically, somehow my gateway apparently "partially" connected with my garage door opener.  This is why both the blue and green LED lights were on solid.  To fix this, I had to do a hard reset, which involves unplugging the Gateway, then putting a straightened paperclip into the little hole on the side.  You then hold that in while plugging in the gateway.  Keep holding it in through a series of LED light changes until you get a flashing yellow LED.  At this point you can let up and it should give you only a solid green LED. 

Once I did that everything worked very smoothly.  Hope this helps.
Michael
(Edited)
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Sean Gaffney

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This fixed the issue for me. Thanks Michael!
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twfusca

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Same Problem here also while trying to add the gateway to the "Add Places" :

An Error has occured: The remote server returned an error: (500) Internal Server Error.

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Dawn, Official Rep

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If any of you are still having this issue, please email me the following information to MyQCommunity@Chamberlain.com. I will escalate it to our Field Services department. 

First and Last name:
Email associated with Hub/Gateway:
Router - Make/Model:
Serial number:
Phone info:  Brand / Model / iOS :
Best contact number for customer:
Best time to contact customer:
Customer timezone:  
(Edited)
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twfusca

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Please help I called two days ago and spoke to two different techs who could help at all. Then they said I would get a call back from a Escalation engineer. Nothing Yet.. Been over two days..

I was able to finally register the gateway but after registering I got knocked off the website. Now when I log on to the website I get the following error:

___________________________________________________________________

Error

We're sorry but there was a problem with the page you were trying to access. We took note of the error and hope to address the issue soon.
The remote server returned an error: (500) Internal Server Error

___________________________________________________________________

This problem is with my original ID. I then created a new ID and tried to register the gateway but it stated it was already registered with another ID. So I guess it did get registered...




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Dawn, Official Rep

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Can you email me the email address associated with your MyQ account? MyQCommunity@Chamberlain.com
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Dan

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I just e-mailed my info... Same problem. thanks!
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twfusca

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Problem Solved with the replacement Gateway!!! Thank you Dawn!!!
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Craig

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Same problem.  Spent much time on the phone with a tech yesterday with end result being they have an in house issue they were aware of but currently do not have a solution.  I will be returning the MyQ soon before my return time runs out.  Will not be getting another.  Too risky.
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Dawn, Official Rep

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We are working on a fix for this issue. We are currently escalating this issue to our field services department. 
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Dan

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Great, thanks. I didn't see a reply to my e-mailed info yet (I e-mailed from a different address), but I hope to soon. I've had two calls with friendly tech support folks, but no one could help and they were long calls. I'll give it a few more days, but I may have to return it if you aren't able to find a solution soon. I gave details about everything I've tried and about my home network.

Thank you for your help!
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danny

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Same here. Need to return it by next week :(
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Craig

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Have you seen the Gogogate device?  Another option if this does not work out.
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danny

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Thanks will give it a try for sure if MyQ don't work. 
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Dan Blair

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I'm having the same issue. Solid green light but error 500 when trying to register it.
(Edited)
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Dan Blair

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Update to my post: Chamberlain next day shipped a new gateway to me and inactivated it instantly with no issues. But I had to pair it with the wall control....which took another 20 seconds. I am thinking the problem might be with "pre-pairing" the gateway with the wall unit prior to the user activating the gateway. Jut an idea that might be solved with a hard reset as Michael stated above....which of course I didn't see until now.
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Craig

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I'm surprised they have not provided status versus leaving everyone hanging.
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danny

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I bought 3 but only open one to install. Returned all 3 today and customer sevice said lots of returns. 
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Dawn, Official Rep

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We implemented a patch yesterday. Unfortunately, it didn't resolve this issue. We are still working to get this fixed. 
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danny

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Any update on the patch ?
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Dawn, Official Rep

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Danny, 

We are still working on the patch for this. Did you end up returning the product? If not, please email me back. I know we spoke via email previously. If you don't still have the product. I will update this thread once the patch is out and working. 
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NJMEANSBIZ

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When trying to add place, getting " We were unable to save your device name at this time." Please help
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Dawn, Official Rep

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Can you email me at MyQCommunity@Chamberlain.com? I would like to set up a time to call you so that we can get you past this error message. 
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Craig

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I was getting error code 500 and they sent me a new "Internet Gateway"  Tried to install it and got the same message "we were unable to save your device name at this time."  Tried to do it again and now I get error code "217".  One more week and I am returning it.
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NJMEANSBIZ

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Any ETA on the fix? I'm tempted to return this device as I badly need a wifi opener
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Craig

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Check out the Gogogate system.  May want to return this one.
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Craig

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I do not know what "DAWN" did but I now have everything working. Hope they can help everyone as the system is very handy.
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Dawn, Official Rep

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I'm glad to hear that we were able to resolve the issue for you. 
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Jason Barr

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Dawn - Did you ever think that maybe posting the resolution steps on this public forum might benefit others with the same issue?  Why even support an open forum like this when you don't want to post the solution to the problem?