MyQ Smart Bridge issues with Siri - Does not get acknowledgement open close completed

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i’m using MyQ home bridge with myQ Garage on Legacy opener. Siri promptly closes and opens garage door but says could not complete or there is problem with that. Home kit works fine just Siri seems to be missing reverse communication. Any Clues?
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James

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Posted 1 year ago

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MyQ Community Manager, Employee

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James, I'm looking into this for you. Lauren
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Jordan McDonald

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I am experiencing this exact same issue. 
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MyQ Community Manager, Employee

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Jordan and James, look for emails from a customer service agent tomorrow. Lauren
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Jordan McDonald

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For the record, I have yet to receive any emails from Chamberlain Customer Service. I hope they are working to resolve this issue, but it certainly feels like they are trying to sweep us under the rug.
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Michael Parker

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Hi Lauren while waiting for my HomeKit bridge to arrive I also see this using the open sourced method for controlling my garage with Siri called “Homebridge”. When Siri is used to open the door but it’s closed with Siri or with the button in the garage the home app stays in a perpetual state of “Opening...”

I have to force Touch the device and slide it to closed to correct it. It’s just giving false positives the door is open when it’s not.
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MyQ Community Manager, Official Rep

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Michael, I'm aware of this open source method but haven't used it. Thanks for the 411.  Lauren 
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Dave

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Asking Siri to open or close my garage has a 50% success rate. Going into the 'Home' app and opening and closing by tapping the garage has a much higher success rate. I wonder why this is the case? It is frustrating.
(Edited)
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MyQ Community Manager, Official Rep

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Dave - let me look into an answer for you.  Chuck
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James

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I tried to argue this with Chamberlain support a few days ago it seems at least the guy I got Ernest doesn't understand alot about networking. He kept telling me that an issue with Siri cll apple. I said not it is an issue with how your app/device works with Siri. There seems to be an issue with reverse communication to Siri. HomeKit gets it but not Siri. He tried to tell me all in my phone cause thats where Siri is and Home Kit, I said no thats where Siri and Homekit apps are but they communicate back through servers at apple and thats where the intelligence is, they cannot communicate directly or directly with MYQ app. Also just to cross check I took down the firewall policy and it does not work wide open either so not FW issue.
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MyQ Community Manager, Official Rep

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James - let me know if you have any specific questions. Happy to help. Lauren
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James

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Yes read my post below. Specific question is someone from Chamberlain to support troubleshoot the issue instead of deflecting and pushing us off
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James

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I called again as directed by Quality Specialists and was told that if MYQ app works then they don't troubleshoot Siri call I Apple. I indicated that I understand you don't trouble shoot Siri but it is not a Siri issue it is your App/Device not communicating with Siri Apple and you do support that troubleshooting. They said nope if MYQ standalone app works by itself then we work fine. I said again MYQ App use by itself does not involve a Siri communication so that is not the case. After a few minutes I requested to speak to supervisor they said ok hang on, after a few minutes on hold they came back and said supervisor will come on the line now and then I was transferred to Apple. They simply called Apple Support number and just transferred me without speaking to a Chamberlain support Supervisor. This is very bad customer service tactic.

They seem to not understand that their device/App has to communicate with Apple. I asked before the transfer so if Apple says your device not communicating with it correctly are you going to look at it then, they said yes so I asked why not look at it now? more people than me have same problem. This is a direct contradiction to "if our MYQ app works by itself then it not us".

I had also asked about returning the product since it does not in fact work with Siri as advertised, the only reason I bought the product, they said you will have to pay restocking fee. I said no not if the product does not work as advertised. They would not have that discussion either.
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James

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I'm going to call and chase this through Apple but I'm pretty confident its all going to point back to here and when it does I will be a bit upset not to mention just from a time invested perspective 
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Joe

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I am having the same issue on both our iPhones. Siri does not think it worked but the HomeKit app gives me a notification that it worked.
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Michael Parker

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Me too I used my Apple Watch to open the door so I could start my car remotely to warm it up. I watched the door open but Siri said “uh oh somethings wrong I did not hear back from your device”
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Joe

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Was just trying to use Siri to close the garage door and neither HomeKit nor Siri could verify that it closed this was over the LTE network rather than Wi-Fi
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Michael Parker

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I was on wifi same issue. Only recently started doing this. I don’t have acknowledgment issues with any other devices (various Philips hue, wemo and iHome devices in my home) this as mentioned appears to be a backend issue with Chamberlain.
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Dave

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Yesterday I told Siri to "open the garage" - the garage did open, but Siri replied back saying "I'm having a bit of trouble here. Can you please try that again?"
(Edited)
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David

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If this started this week it’s possible Apple changed something in iOS 11.1 that caused Chamberlain’s communication with Siri to break. However, even if that scenario happens to be the case, Chamberlain still needs keep up with they’re own systems to ensure they function like they’re supposed to.
(Edited)
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Dave

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The issue is intermittent. Sometimes Siri does respond appropriately. It has been happening for quite some time, so unrelated to the iOS 11.1 update.
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Michael Parker

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I am running 11.2 and issue is pretty common. Had 10 betas of 11.1 with same results
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Jordan McDonald

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I have multiple devices running official releases of 11.0.3, 11.1 and others running the 11.1 and 11.2 Betas. Issue exists on all.
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MyQ Community Manager, Employee

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Jordan, thank you for letting us know. Let me bring this to the attention of the technical support team and I'll be back with you all soon. Chuck
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MyQ Community Manager, Official Rep

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Hi all, thanks for this feedback.  I'm looking into an answer and will let you know when I have more to share.  Chuck 
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James

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Issue was same on 11.03
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MyQ Community Manager, Employee

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James, we're working on this now.
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James

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I have not had the time to chase this through apple yet been too busy with my real work. I suppose I will wait for now since it being looked into on the Chamberlain side.
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Michael Parker

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It’s definitely either one of two things

1:) Apple is blocking chamberlains response system that the door opened/closed.
To fix: Chamerberlain needs to address their HomeKit backend with apple

2:) Chamberlains system is simply acting one way communication-wise (it’s accepting requests but not responding to requests or acknowledging them or is timing out)
To fix: Chamberlain needs to look into their HomeKit back end and resolve it.

Case point I used Siri to open my garage door today as I watched it start opening about 1 second later Siri was still waiting for a response. It finally said “Uh oh sorry if wrong can you try that again”
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Dave

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Over the weekend I had more Siri garage open fails.

First: The garage did open, but her response was:
"Dave, we've had a problem. Can you please try that again?"

Second: The garage did not open. Her response:
"Sorry, I'm having trouble with the connection. Pleas try again in a moment."

Third: Having a wee bit of trouble, Dave. Can you please try it again?"

Fourth: "The garage is not responding."

/Dave
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MyQ Community Manager, Employee

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Dave, can I have a customer support agent contact you at the email address associated with your MyQ Community account? Lauren
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Dave

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Yes Lauren feel free to have someone email me. Thanks.
/Dave
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MyQ Community Manager, Official Rep

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Dave, someone from our tech support team will be in contact with you shortly.  Have a great day, Lauren
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James

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Any update on this issue?
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MyQ Community Manager, Employee

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James, I'm assuming you chose not to contact Apple regarding this issue, correct? I'll need to put you in touch with customer support again. Are you OK with that? Lauren