Error Code 309

  • 8
  • Question
  • Updated 2 months ago
While trying to register for the myQ app, i am getting the message: "The gateway or hub is offline. Please check the power and network connections. (309)". The internet connection is working. Is there any issue with the gateway @ myQ? Please help
Photo of Raman Veezhinathan

Raman Veezhinathan

  • 1 Post
  • 0 Reply Likes
  • Not sure what the issue is

Posted 3 years ago

  • 8
Photo of Dawn

Dawn, Official Rep

  • 274 Posts
  • 63 Reply Likes
Raman - Does the MyQ Garage have a solid green LED light on it? If not, what color LED do you have and is it flashing? 
Photo of Dave TX Mountain Biker

Dave TX Mountain Biker

  • 3 Posts
  • 1 Reply Like
Dawn, I am trying to hook mine up for the first time.  I've tried with just the green light on, with the green and blue flashing light on, with the green and flashing yellow on and with the green and solid yellow on.  Same results every time.  The gateway or hub is offline. Please check the power and network connections. (309)
Photo of Dawn

Dawn, Official Rep

  • 274 Posts
  • 63 Reply Likes
Dave - The hub should have a solid green LED on it. That's an indication that it's connected to our server. You said that you had a green LED and you are still getting error 309? Is this when you are adding the gateway serial number? 
Photo of kash

kash

  • 2 Posts
  • 0 Reply Likes
Hi Dawn. I'm having a similar problem when I'm adding the serial number for my garage door opener. The green light is solid but when I add my serial number for my opener I get the error 309 message.
Photo of Dave TX Mountain Biker

Dave TX Mountain Biker

  • 3 Posts
  • 1 Reply Like
I ended up unhooking the power and the battery, then putting it back together and starting over from scratch again and I was able to get it to work... finally! 
Photo of EddieH

EddieH

  • 1 Post
  • 0 Reply Likes
I am having the same issue only thing though the light is blinking blue and maybe 1 out of 20 times that i turn on and off my wifi on my phone i see the myq456 network once i connect to it i still get the same issue of the blinking blue light. my system has been disconnected with the 309 error for almost two months now and tried many things to try to make it work and all I get is the blue blinking light.
Photo of Brandon Duffey

Brandon Duffey

  • 1 Post
  • 0 Reply Likes
I had the same problem. When I entered the serial number on the side of the opener, I got the 309 error code every time. When setting up the opener through setup.myqdevice.com it gave me a serial number that was one digit off. When I changed the serial number to the one it gave me, it worked fine.
Photo of Frank Pajonk

Frank Pajonk

  • 1 Post
  • 0 Reply Likes
I have been fighting the 309 error code for days now after the system worked for two years straight (OK. Constant erroneous 'open garage' messages not counted). I must have had a short power outage or a spike and both MyQ openers stopped working with the 309 code.

I tried pretty much everything but the hubs would not connect to WiFi (solid Blue LED).

Only after I changed the WiFi channel of my router to a less crowded channel I was able to reestablish the WiFi connection on the one hub I was fiddling with. The second one came back online by itself.

Looks like the hubs are very sensitive to overcrowded WiFi channels. Wish they would do 5G...
Photo of Doug Steed

Doug Steed

  • 1 Post
  • 0 Reply Likes
Mine stopped working with the same 309 code oddly after it was already working well for a while . I figured my Wi-Fi signal was just not quite reaching as well as it should into the garage to the wall controller. I adjusted the position in the antennas on my router and it started working again.
Photo of Jingson Morales

Jingson Morales

  • 1 Post
  • 0 Reply Likes
Try making a new account. This solved everything for me. I believe their servers dont get fully overwritten so making a new account solved it.
Photo of Sar Ebadi

Sar Ebadi

  • 1 Post
  • 0 Reply Likes
This is a piece of garbage. Waste of time to set it up. Too complicated and yet no clear instruction. Totally waste of money
Photo of David Lai

David Lai

  • 1 Post
  • 0 Reply Likes
I installed MyQ garage successfully and it worked for two days before the 309 error code even though I had solid green light on hub. I confirmed through router that hub was in fact connected to my network.

Nothing I did could bring it back ‘online’ until I read through the forums. I tried power cycle on hub, closing and opening the app again with no success. I’m a tech guy so I was familiar with what I was looking for on my router but nothing helped. Finally I tried something I read here and it worked.

The offline message went away when I power cycled my phone. It doesn’t help to close and open app, you need to power cycle your phone (I use iPhone).

Side note to this; I had installed app on my phone as well as my wife’s. Both our phone indicated hub was offline. I only cycled power to my phone and when the hub came back online, it came back on both our phones.

After it came back online it got me to thinking what caused it since I had only installed it for two days. Surely it was not because the hub was ‘stuck’. The following is what I think the issue is. Please take it for what it’s worth and not as a definitive solution to this issue.

My hub went offline when I opened the door when I got home. I was on LTE when I sent the signal. I drove in the garage and I may have been switching between cell network to home network. This flux between cell and home network caused something in the hub to go ‘offline’. Not sure what the issue is but it must have to do something with the communication between hub and my iPhone.

Just a bit of further background to my setup: My garage is separate from my house. The garage is quite far from my house so I do not have strong WiFi signal throughout the garage. However half the garage is capable of getting a strong signal which is where I installed my hub.

What I think the issue for me pertains to whether I have strong home network signal or a weak signal. If my signal is weak my phone is fighting between cell and WiFi. If this happens, it causes issues between hub and my phone. This is confirmed by the delay it takes the hub to receive communication from the phone. In certain parts of my garage where the signal is weak there is a huge lag in communication to the hub. However if I turn off WiFi on the phone communication is almost instantaneous.

In light of the above, I tried turning off my iPhone WiFi whenever I’m using MyQ garage app. It’s inconveient I know but since I started doing this I haven’t experienced any 309 error issues. I will report back if my theory is wrong and I get the code again mysteriously.

I hope my suggestion helps somebody else who was pulling their hair out like me.

David