MyQ Outage

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  • Question
  • Updated 5 months ago
  • (Edited)
Dear myQ user,
We experienced an electrical outage today that affected our myQ servers. We have identified and corrected the root cause and are currently restoring service. For updates, visit www.chamberlain.com/support.  

Please accept our sincere apologies for any inconvenience, but rest assured that at no time during the outage has any data been compromised.

Thank you for your patience while this issue is being resolved.

-The myQ Team
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Chamberlain Admin, Official Rep

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Posted 5 months ago

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Emmy Jane

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Thanks! I was wondering why my hub wasn't working. Have a good evening!
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aploessl

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How come you guys don't have a backup location? (especially when you're located in a high temperature regions where the odds of a power outage is fairly high)
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Chamberlain Admin, Official Rep

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Hi Aplossl, 

We have identified and corrected the root cause and are currently restoring service. For updates, visit www.chamberlain.com/support.  
Please accept our sincere apologies for any inconvenience, but rest assured that at no time during the outage has any data been compromised.

Thank you for your patience while this issue is being resolved.

-The myQ Team.
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ab19brown

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Have you guys heard of disaster recovery plans? How can a outage impact your entire customer community?
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Billy Davis

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Agree with aploessl.  How the hell can you not have server farms in different regions of the country considering the importance of your systems working?
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Chamberlain Admin, Official Rep

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Hi Billy,

We have identified and corrected the root cause and are currently restoring service. For updates, visit www.chamberlain.com/support.  

Please accept our sincere apologies for any inconvenience, but rest assured that at no time during the outage has any data been compromised.

Thank you for your patience while this issue is being resolved.

-The myQ Team.
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brandon

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Is this why I am not receiving my activation email from the app?
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Benton Smith

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How important is it? If you're relaying on the cloud to open your garage you need a backup. I hear of people ditching their traditional openers and just using the app, this outage is a perfect example to keep your old school clicker and keep a key pad.
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John Pisello

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FYI, it's also useful when you're away from home to know if you forgot to close your garage door, or if someone is opening the garage door. So it definitely has uses beyond just replacing your remote control.
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aploessl

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Well, the worst thing is, when I paired up this device, it negated my other standard ones in the process. Then, I began the 'whack a mole' process of trying to get one to work while others weren't, so I ended up trusting this, and I actually have detached garage that I can't get into right now because of it. 
I agree though, this is a perfect example of the unreliability of this product - a nice to have but shouldn't be essential or relied upon...
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aploessl

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By the way, this isn't really the 'cloud' if I'm just connecting to one isolated location, I'm just authenticating on a company server....
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aploessl

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I'm wonder if this ever comes back online, do I have to go through setup process again? I'm suspecting that this product isn't intelligent enough to to recover when it gets disconnected from the network....
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craig

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... no backup generator in Tucson?
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aploessl

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And why the heck is everything in one place????
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Rich Stackon

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Well, good thing I didn't ditch my opener for the app, would have been locked out today. Hopefully you guys address this issue in the future...
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r3mdh

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In this day and age when Software-Defined Datacenters are being deployed by companies smaller than Chamberlian, with instant recovery of virtual machines in disaster recovery data centers, how is it even POSSIBLE that Chamberlain is having a server outage this long? Seriously, get your act together and employ a disaster recovery team. This isn’t rocket science!
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Benton Smith

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These are some pretty critical comments on here, especially since they don't even charge a monthly for their service. Their support is awesome too, US based and you can actually talk to a human. I have nothing but praise for this company. People think all this technology is bullet proof and our lives depend on it, stuff goes down all the time, so what? Crack open a beer and don't get so fired up.
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Llessur Hsinav

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Wow you are an idiot
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Kevin Romain

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@Benton Smith, it comes with the territory. When you're a global services provider in the security and utilities space, there is no excuse to not have a network with built in redundancy and stability. Btw, there is a monthly charge to link in to other services which others provide freely. 
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aploessl

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When a company advertises its product as being innovative and how people rely on their products, they open themselves to criticism when they cannot deliver on a 24/7 basis. True, things go down, but when your main function is reliability and access control, there is a need for almost foolproof redundancy. Not everyone can be so apathetic, people have responsibilities to meet and sometimes those require promptness and rely on a system that they paid for to function properly. Not all technology is bullet proof, but when it is sold to you as reliable you expect to be so. 
As far their support goes, the average wait time was 30-40 minutes and when I got someone chat, it wasn't from a domestic location, so if you're trying to shill for the company, provide a little more accuracy in your post, unless of course you're just trolling because everyone else is having problems....
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Benton Smith

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I just use it to open my garage, I'm not securing a missile silo. As long as I can access by beer storage unit in a timely matter I'm happy. Oh and I'm not a shill, I guess my expectations are allot lower than most, but then again I'm not running mission critical items via my garage door, ha! My control panel is really hi-tech too, you just pick the amount of minutes you want it to close in, it's got three choices, and if the interwebs break it still works.
(Edited)
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Elizabeth Whaley

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Any idea when it will be back for everyone?
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Jamie Cartter

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My garage door is in full working order now!!!
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Benton Smith

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Mine is back in service, but then again all my equipment is second hand off eBay.
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Jamie Cartter

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Kinda like your attitude
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Kevin Romain

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Still can't connect here
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Dave Tink

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unable to add a new myq device at 9:07 PST
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Robert Burden

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I concur with many of the complaints above about not having backup as a web-based "security" service. As an veteran IT professional I would have lost my job over something like this.   I purchased the MyQ so I could monitor and control my garage door while away.  And wouldn't you know, we're on an extended trip on the other side of the country and because of your outage my garage door as been left open twice with no way to close it.  I had to ask my neighbor to come over and close the door both times.  This time I had him disconnect the MyQ and I intend to replace it with something I can count on.   Of all the security systems (cameras, door bells, door locks) I have set up MyQ has been the most difficult to keep going and this outage has convinced me it's not worth it.  The local recycle facility is about to get a contribution....
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Llessur Hsinav

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If you are smart IT person you would already have looked up on YouTube how to bypass Chamberlain with Google home evidently you should get a job at Chamberlain because you're not that smart they would probably love to hire people like you
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beeelbabooey

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Just another in a long.. LONG string of technical disappointments with this horrible product... Any idea when we'll get access to the IFTTT functionality we PAY FOR?  What a joke..
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Llessur Hsinav

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All you have to do is look on YouTube and they will tell you how to bypass Chamberlain entirely so you do not have to pay horrible company in your garage will always work
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Llessur Hsinav

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Did you expect anything more from the worst garage door opener company available if I didn't invest the money in this garage door opener I would have bought a genie they are so much better Chamberlain is possibly the worst you can bypass their $10 a year please buy cookie into your Google home and making it Wireless and look up on YouTube how to do it