Hub added, controls door, but says programming failed?!?!

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  • Updated 7 months ago
I have 3 garage doors, and successfully connected the 2 main doors to a MyQ Garage Hub and a MyQ Home Bridge. Everything has been working flawlessly, so I decided to add the third door.

I connected a second MyQ Garage Hub, added it in the app (I had to create a new place, since each place can only have 2 doors) and then attempted to add a new device to the new place. I selected garage door opener, selected “yes” when asked if I’m using a door sensor, then proceeded to follow the programming instructions.

I selected the brand of opener (LiftMaster) and the color of the programming button (red). The app successfully flashed the light, opened and closed the door on the very first attempt. The app then asked me to press the programming button again, and then pops up a dialog box that says the programming has failed. I can choose to try again or just monitor the door.

If I choose to try again, the app controls the door perfectly on the first attempt, but again reports it as a programming failure. If I choose to just monitor the door, nothing happens in the app; it just stays on that screen.

Obviously the hub is connected to the app and is controlling the door as it should, but does not recognize that it’s working. The only thing I can think of is that it’s not registering the movement of the sensor. However, the app only asks if I’m using a sensor, but never asks me to identify the sensor. If I remember correctly, I was asked to press the sensor button before programming my first two doors.

Help!!!
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TechDoc

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  • Very frustrated

Posted 1 year ago

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TechDoc

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A few more details...

The original “place” in my setup (called “Main Garage”) shows the serial number for my MyQ Home Bridge, but not the original MyQ Garage Hub. It does show each of the two doors which are being controlled by the Hub through the Bridge. I was told by the Chamberlain rep, in an answer to a different thread last week, that the MyQ Home Bridge could connect to more than one hub, so I could simply add a second Hub for my third garage door, and control all 3 doors with HomeKit/Siri.

Once I noticed that my original place was associated with the Home Bridge, I tried to add the second hub, and got the message that only two garage doors per place. So either:

1. The app has a bug that isn’t asking for sensor association when adding an additional hub/door beyond the first two.

2. The app has a bug that doesn’t allow a second hub to be associated with a Bridge.

3. The Chamberlain rep was wrong, and I can’t add a second hub and more than 2 doors to a Home Bridge.

Lastly, after trying to add the second hub, now my HomeKit/Siri integration with my first two doors is acting up. Sometimes Siri reports an error opening or closing a door, when it’s actually working perfectly. Or I don’t get the push notifications for door open/close.

Long story short, I was told I could add a second hub and a third door to an existing Home Bridge setup. So far I am unable to do so, and while trying, the process has corrupted my previously perfect setup.

Help!!!
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TechDoc

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Last detail...

This is the reply from Lauren, the Chamberlain MyQ community manager, one week ago:

“TechDoc, good news: 1 MyQ Home Bridge will accommodate up to 16 MyQ Garages.”

I have to believe with such a specific answer, Lauren was relaying the information she received from someone on the technical or engineering staff. I don’t want to make it sound like I was being misled. I am assuming what I’m trying to do can bedone. So hopefully there is a bug in the app or some undocumented steps necessary to make it work.
(Edited)
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MyQ Community Manager, Employee

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TechDoc, I've sent your message to a customer support agent. They'll be in touch shortly. Lauren
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TechDoc

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Awesome! Thank you, as always, for your quick responses!
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MyQ Community Manager, Employee

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My pleasure. Lauren
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TechDoc

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A new observation as of this morning. When I left for work, I was able to open one of the originally connected doors with the wall switch, but the homelink connection from my car to close it failed. I also did not receive the usual HomeKit push notification that the door had opened.

Somehow, adding the new hub/place has corrupted the existing hub/bridge functionality, which was working flawlessly before.
(Edited)
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MyQ Community Manager, Employee

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TechDoc, let me contact the tech support team with this issue. I'll be back with you shortly. Chuck
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TechDoc

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Any luck finding a solution?

I’m wondering if I should delete and reset everything, add the two hubs and 3 doors/sensors first, then add the Home bridge. Maybe then the Home bridge will import the existing 3 door / 2 hub setup.

Thoughts?
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MyQ Community Manager, Employee

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TechDoc, a customer support agent email you this morning. Maybe his email went into spam? Please let me know if you did not receive it. Lauren
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TechDoc

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Hi Lauren. I did not receive an email from customer support. I checked my inbox and spam folders.

Please ask them to re-send.

Thank you.
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TechDoc

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I just checked to make sure that the email address in my profile is correct (it is) and I have been receiving emails every time you reply to one of my posts, so you definitely have the correct email address on file.

Thank you again, in advance, for your help.
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MyQ Community Manager, Employee

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Will do. They're using a Gmail address. Is that correct? Lauren
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TechDoc

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The GMail address is correct. I just received the email asking me to call customer service so we can troubleshoot the issue over the phone.

Thank you.
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MyQ Community Manager, Employee

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Great. Let me know how else I can help. Lauren 
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TechDoc

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Here’s the latest...

I called the Chamberlain customer support line this morning. I spent the better part of an hour on the phone with your rep, Charles Beasley, who was very nice, extremely polite and patient. He tried very hard to resolve my issue, but in the end nothing worked.

We tried a bunch of things:

1. Re-traced my steps (confirmed I was doing everything correctly, and app was not behaving as expected, by not prompting me to pair sensor).

2. Deleted the setup of the new place/hub and started over (app still did not prompt to pair the sensor).

3. Factory reset of new hub and start over (app still did not prompt to pair sensor).

4. Deleted app and started over (app still did not prompt to pair sensor).

5. Tried the LiftMaster version of the app (app still did not prompt to pair sensor).

We tried everything he could think of, but in the end nothing worked. I am still unable to pair the door sensor with the new hub. And until I can get past that step, I won’t know if I can pair the second hub with the Home Bridge. The rep was quite surprised at the unexpected behavior, and was at a total loss, even after consulting 2 other technicians.

This has been officially escalated to “tier 2” support. Charles (I believe he goes by Chuck) said that someone would contact me to continue to troubleshoot the problem. He confirmed that one MyQ HomeBridge can connect with multiple MyQ Garage Hubs, so I’m surprised that the process to do so seems to be unknown and/or undocumented.

Charles/Chuck was great. I just think we are up against some sort of major flaw in the app or system.

If you have any thoughts or other ideas, please let me know. We didn’t even have a chance to address the strange behavior of my existing setup, as we couldn’t get past the inability to setup the new hub/door. So I’m stuck with a previously perfect setup that isn’t working correctly, and a new hub/sensor that can’t be setup at all.

Thanks in advance for any help you can offer.
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MyQ Community Manager, Employee

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Hi TechDoc, we'll get this figured out. Thanks for your patience. Lauren
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TechDoc

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One last update while I wait for tier 2 support to contact me...

I deleted all of my devices and places from the app, deleted the app, and reset all of my devices to factory settings. I unplugged everything, and started setting everything up from scratch.

First I plugged in and setup my original hub with the first 2 door sensors. Setup was straightforward, and everything worked as expected.

Then I plugged in and attempted to setup the second hub for the third garage door. The hub was added as a new place without issue, but when I tried to add the opener, I ran into the same problem again. The app never asks me to identify the sensor. The app jumps from the page that asks if I’m using a sensor, directly to the page asking for the brand and button color of my opener. This is the flaw/bug that is preventing me from getting the second hub (and third door) added to my setup.

If I had to guess, there’s a bug in the app that somehow skips the sensor pairing routine, if devices are being added to a second hub/place. The app obviously worked perfectly when I added the first two doors/sensors to the first hub. It’s only when I attempt to add a device to the second hub that the app skips the sensor pairing.

I abandoned trying to add the third door to the second hub, and moved on to adding the Home Bridge.

I plugged in the Home Bridge and followed the setup instructions. It identified the original hub and doors, and I was able to transfer them over without any issues. It did not identify the second hub. I deleted the second hub/place from the app, and now I’m back to where I started; one hub, one bridge, two doors working, with no way to add the second hub and third door to my setup.

I hope all of this detail is being reviewed by your engineers, and that it helps them figure out this problem.
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Bob Fox

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I had the same problem and was able to get things working as TechDoc describes above (deleting everything, uninstalling, etc.) with the additional step of brining the hub into my house when setting it up in the MyQ app. It was still close enough to the garage to control the doors, but I guess the improved wi-fi signal helped.

Hopefully resetting everything resolves the false positives problem too. I had to put a camera in my garage because the sensors aren't able to sense whether or not the door is open, and the app is happy to open a closed garage door that it thinks was open. Fun times!
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Bob Fox - I'd like to help you resolve this issue. I'm wondering - are you using a MyQ Garage?  Thanks, Chuck
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Bob Fox

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I'm using the smart garage hub. The false positives have not received since I reset everything and replaced batteries in both sensors. My hope is that the hub and additional sensor both shipped with nearly dead batteries and that replacing the batteries resolved the issue. I will let you know if the problem comes back.
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Bob Fox

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Okay that didn't take long. I've received two false "door left open" warnings today.
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MyQ Community Manager, Official Rep

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Hi Bob - someone from our tech support team reaches out to by email shortly.  Please keep an eye on your inbox.  Thanks, Chuck 
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Victor Robert

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I am having the same issue, everything is connected, I press learn button, it opens the door and closes it and then tells me the learning failed, please help.
(Edited)
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MyQ Community Manager, Employee

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Victor, what devices are you experiencing this issue with? Please share any additional information that may help us resolve this with you. Thanks, Chuck
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Dominick Hall

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These units are of poor quality, and the help these reps gave me was incorrect and incomplete. I just ended up replacing the unit (4 times) and it now functions properly.