MyQ Garage: unable to "Add Place"

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  • Updated 3 years ago
I'm trying to install a MyQ Garage device (MyQ-G0201). I've been able to set it up and connect the hub to my wifi network (steady green light). However, when I try to add the device in the Android app I get "The gateway or hub is not communicating properly. Please check the power and network connections. (313)". I tried everything, including factory-resetting the device and power cycling my router, to no avail.
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Georges Winkenbach

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Posted 3 years ago

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Bryan Hyland

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I am having the same issue right now!
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Randi

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Hello, can I have both of you try/verify the following:
    • The Wi-Fi Hub is connected to the server, there should be a solid green light visible on the Wi-Fi Hub. I know George already has the green light, but I was not sure if you did Bryan.
    • Follow the proper steps to add the device (Make sure that the device is being added using the app or mobile website. It will not add from the website.)
    • The device is within range of the Wi-Fi Hub, up to 150 feet (typically 50 to 100 ft)
    • The device is not stranded that is, presently added to another account. A gateway or device can only be added to one account at a time.  
If the above does not work for for you, please send me your username email addresses so I can check for a resolution on our end. My email is MyQCommunity@chamberlain.com.
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Georges Winkenbach

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  • I have a green, steady light and I have verified that the hub is assigned an IP address in my router's DHCP table.
  • I followed the proper steps, many times, from the android app.
  • The hub is about 100ft away; when selecting the wifi network, it shows about 4 bars.
  • As far as I know the device is not stranded. I bought it new from Amazon. 
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Randi

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Thank you Georges. Can I have you email me your username and your MyQ Garage serial number to MyQSupport@Chamberlain.com please, I will check it on our end.
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Vince

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I too am having the same issue. I even brought the MyQ inside about 20 feet from the wireless router and I still get the error 313 from my iphone app. Was there a resolution to this issue?
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Dave McDermott

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I'm having the same issue. Can anyone help?
It's plugged in, connected on my network, and has a steady green light.

The error message is the same as the original poster's:
The gateway or hub is not communicating properly. Please check the power and network connections. (313)

I tried adding it from my PC and the Android App with no luck. Same error in both places. I also tried placing the MyQ device in the DMZ to no avail.

I'd really like to use this, but I'm afraid I'll have to return this to Amazon. 
(Edited)
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Dawn, Official Rep

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I will be happy to look into this. Please email me your MyQ serial number. MyQCommunity@Chamberlain.com
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Vince

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Today I went to my brother's house to try there and I still got the same error. Looks like I am returning to Amazon also. I've emailed support several times and have only received a reply to my first email. All subsequent emails went unanswered. So much for US based customer service.
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Dawn, Official Rep

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I will be happy to look into this. Please email me your MyQ serial number. MyQCommunity@Chamberlain.com
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Dave McDermott

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I noticed something strange.

When it attempts the "Add Place" mechanism from the website or app (where it ultimately fails with 313), the green lights will flicker very quickly followed by a brief yellow light flash. This happens EVERY TIME I attempt to add the device to my account. 

Then, without fail, the 313 error pops up on my phone / PC.

The reliable flickering during the website handshake process tells me there is something inherently flawed with this unit or firmware. Clearly the device has made a connection to chamberlain's servers, but due to a programming error or server problem, the connection fails and the device isn't added.

What does this mean? I'm finding it very hard to believe the problem is with my network configuration.
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Georges Winkenbach

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In my case, the solution was to replace the MyQ. Nothing the teach support person or I tried locally or on their server worked. Once they sent me the replacement unit, it worked with no issue at all.

I found it very difficult to get good tech support from Chamberlain. You might have better luck by emailing  MyQCommunity@chamberlain.com directly.
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bayoyong

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I am having the same issue. The MyQ just stopped working this morning. Tried resetting to factory default multiple times. Uninstalled and reinstalled the app. I get so far as adding a new device to my place titled "Garage." When I enter the serial number during add new device and click submit, it says it's adding for like a minute. Then it just stays on that screen and won't let me move forward.