Liftmaster MyQ will not remain connected to network.

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  • Updated 5 months ago
  • (Edited)
This has been an ongoing issue since I bought the garage door opener 6 months ago.

The MyQ service will not remain connected to the network.  It works fine until it stops working.  Sometimes it will come back on it's own, other times I just go power cycle the garage door opener and it reconnects immediately.

I can tell the service stops working because I no longer get updates that the door opened or closed.  Also if I go into the app I get the error "The gateway or hub is offline. Please check the power and network connections. (309)".

When the service is not working, the LED indicator light on the opener is flashing steady green.  The manual indicates that this means the unit is connected to the wireless, but unable to connect to the MyQ servers.

Also when the service is not working, I'm unable to PING the unit.  If i ping the ip address of the opener when the service is NOT working, I do NOT get a ping response.  Alternatively, I am able to ping the unit fine when it is working.

Even though I have decent WiFi signal in the garage to begin with, I put in a second WiFi access point in the garage.  This access point is wired to my router and the signal in the garage is full strength now.  Adding this second AP provided no change in keeping the opener connected.  I have other WiFi devices in the garage that do not give me problems.

I also enabled port forwarding on TCP/UDP port 8883 as indicated in troubleshooting, it did not seem to help.

Any way to increase the reliability of this connection?
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Travis

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  • frustrated

Posted 5 months ago

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Jason Weber

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I've had the same issue since mine was installed in December 2017. I have exhausted every option with customer service & technical support. It works when it wants to 50% of the time. Are your other wireless devices Ring cameras by chance? They tried to pass it off as a interference issue with Ring devices.
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Jason Weber

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They sent me an internet gateway to help resolve the issue too, by the way, to no resolve.
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Travis

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I don't have any Ring devices on the network.  There are however, right now, 8 devices connected to the garage access point and 17 devices connected to the house access point, working fine.  The garage door opener is currently not connected, as it has decided to not be working.

I would suggest that if their device can't stay connected to the network, they need to fix something with their hardware/software.  I don't have issues with any other devices on my network.
(Edited)
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Travis

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Looks like it came back online on it's own a few hours ago.  AP is currently reporting it having 100% signal quality, 65Mbit with 57db SNR.  It's the strongest signal from all connected devices.
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Travis

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The unit is not staying connected to the network.  I set up a monitor to watch the unit and it is showing that it is going offline at least once an hour for up to 30 minutes at a time.  A lot worse than what I was expecting.

"Time" shows when the unit went offline.  "Recovery time" is when it came back online.

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Travis

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The opener just came back online on it's own.  Here are the stats from the HTTP service.

It is strange that it is reporting "Powered Time" as only 12 minutes.  The unit has not lost power or been unplugged in the past 24 hours.  I have been watching this page since yesterday and these numbers are pretty consistent.

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Willard Volquardsen

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I am no expert on MyQ products, but it seems to me that everything is working OK within your home wifi network.  The problem seems to stem from being unable to stay connected to the MyQ servers over the internet.  If that is the case, I would look for problems with my internet service provider (ISP) or possibly a domain name server (DNS) issue.  (Though, if that was the problem, it would probably be affecting all the other devices connected to your network.)

I suppose the other possibility is that Chamberlain's servers are not able to handle all the traffic from their devices and are dropping the connections at their end.  Though why that would affect only some users and not all I can't explain.
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Travis

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I spoke with support again and gave them this information.  They are sending me a replacement "logic board" for my opener.  Will update when I receive and install.

I suspect that from the details above showing "Powered Time" always resetting, the unit must be restarting/rebooting after it fails the connection.  Hopefully a faulty board is causing the disconnect and this replacement will resolve.
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Jason Weber

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Thanks for the update and any future updates on the potential resolution.
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Travis

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I installed the new logic board yesterday and the connection has been solid for the past 24 hours.  The device has not been offline since I connected it to the WiFi last night.  All good.

New stats since yesterday:



The logic board is a different revision, as you can see from the different status page.  Old board showed REVISION C, new one is REVISION E.  The boards look identical except for the WiFi module, which is different.



If you have a similar issue, would suggest monitoring the "Powered Time" on the device status, or monitoring the opener by pinging it constantly to see when it is disconnecting.
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Jason Weber

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Where do you access this "about your device"? I don't see it in the app or online. Both seem like basic dashboards...

BTW - Is the new board still working smoothly every time for you now?
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Travis

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Just punch the IP address of the unit into your web browser.  Might have to look at your router to figure out what IP address was assigned to it.
On my new unit the actual address is http://192.168.0.124/about.html
The old one was just http://192.168.0.124/

New board working fine, no disconnects at all.
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Jason Weber

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Thanks
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Travis

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This should work to find the IP of your device.  Just download and when it asks you can just run the portable version (no install required).

https://www.advanced-ip-scanner.com/
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Jason Weber

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I'm on the phone with them now and they are guessing you have the AC Motor, 8355W Model & I have a DC motor 8550W Model. She was quite blunt and hostile in repeating that there was no way for her to ensure the new circuit board they send me from the warehouse is going to be a revised model or if it's a newer manufactured date. She told me to cross my fingers and that they could only do this one time. Yeah right. If I see it's older and I'll be back in touch with them getting this issue resolved.
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Travis

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I have the 8365W.  I did all my interaction with support over online chat, if that matters.  It was pretty quick and painless.  Hope the replacement helps.
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Jason Weber

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thanks
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Jason Weber

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I just put in the new circuit board today and so far it's money every time! It was a revision E and the mfg. date was May'18. Thanks for the help!!
(Edited)
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Chamberlain Admin, Official Rep

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Hi Jason and Travis,

Thank you for reaching out to the myQ Community. We appreciate all of the time you have put into troubleshooting the issue and we have contacted our technical support team just in case you both need further assistance, we can have someone reach out.