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

  • 8
  • Question
  • Updated 2 months ago
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?
Photo of James

James

  • 17 Posts
  • 5 Reply Likes

Posted 2 years ago

  • 8
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
I simply have not had time to contact Apple to solve your development issue. Based upon the other users that have the same problem this is not an Apple issue this is a Chamberlain issue. I REPEAT THIS IS NOT AN APPLE ISSUE MULTIPLE HOME BRIGE USERS HAVE SAME PROBLEM, PLEASE READ THIS THREAD. You guys need to take ownership. The last I heard a ticket was going to be opened with your engineering team. So what is the status?

From what I have read I really cannot see how the Siri communication ever worked on the open response, Apple just released SiriKit to developers in 11.2 beta which is the functionality required to make this work from what I have read.

Please have your engineering team connect a home bridge to a MyQ gateway use Siri to open the door, She will open but say there is something wrong in response. This is the reverse communication in SiriKit so how did it ever work? I basically paid 49.00 for something that doesn’t work only to have the company tell me call Apple it is Siri issue. It is a Chamberlain App issue.
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 143 Reply Likes
James, thanks for the confirmation. As you can tell, this issue is too sophisticated for me to solve. I will check on the status of the ticket. In the meantime, would like to to speak to a customer service agent again? I will make sure to inform the support team that the solution does not involve a call to Apple. Let me know. I would like to help if possible. Lauren
Photo of Michael Parker

Michael Parker

  • 353 Posts
  • 34 Reply Likes
Hi Lauren yes it appears either chamberlains servers are not responding to Apple for Siri. my homebridge (an open source docker application that emulates Apple Homkit functions with the use of plugins) is having exactly the issue as legitimate HomeKit user. The device itself responses to commands to open or close but that acknowledgement is not sent back to Siri to say it’s closed/open. And because Siri doesn’t get the response in a certain time frame a default response is sent which is typically “uh oh something went wrong...”. This leads to a neccesary discussion between Chamberlain and Apple to see if there is a communication issue between servers on either end.

The end user cannot reach Apple or Chamberlain engineering so must be facilitated between both engineering teams.
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 143 Reply Likes
Thanks Michael. Your input is always appreciated. I'm passing this info along to our support and engineering teams. Lauren
Photo of Michael Parker

Michael Parker

  • 353 Posts
  • 34 Reply Likes
Thanks Lauren. I have a bit of a networking/engineering background. Can’t wait for my official HomeKit bridge in the next few weeks will take a load off my busy server opening/closing my garage door and controlling my nest and hue lights heheh
Photo of MyQ Community Manager

MyQ Community Manager

  • 798 Posts
  • 43 Reply Likes
Michael, good news, your Home Bridge is scheduled to ship in just a few weeks. It will come soon. Have a great day, Lauren 
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 143 Reply Likes
James, the customer support team reported that an escalation agent called on Monday and a follow-up email was sent yesterday. Want to make sure you are receiving these messages. Lauren
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
I have received no calls or messages. Any updates to the issue?
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 143 Reply Likes
James, my apologies. Looking into this. Lauren
Photo of Bryan

Bryan

  • 14 Posts
  • 1 Reply Like
I have the same issue just like others. Home app works good. Siri can get the correct status of an opened or closed garage door. But it's never telling the correct status of an opening or closing garage door. Luckily, I can access the Apple MFi program homekit protocol files because of my job. After reading the files, I have to say that the chamberlain software/firmware engineers behind this product are lazy and not very experienced. I think they are just some cheap 3rd party contractors. They don't care about the perfection. And that is why the Chamberlain support pushes us to Apple, they never can solve it until re-hier some contractors to redo the firmware.

Just like my wife said, don't believe a bunch guys  who use to make low tech mechanic garage door openers can suddenly make some perfect  high tech software based products. So I guess we are the wrong guys not Chamberlain. Come on, it is just a garage door opener company. We shouldn't expect too much from them. But I wish one day some other company can  teach these poor bastards something about a good product.
Photo of Jordan McDonald

Jordan McDonald

  • 6 Posts
  • 1 Reply Like
Bryan, thank you for your addition to this dialogue.

Based upon your knowledge, it would seem that there is zero hope - and zero incentive - for Chamberlain to fully bake this product.

No doubt, they will sell a 2nd generation device within several years that is fully functional, but the 1st generation device owners will not receive a software update as they will probably be pushed to outlay more cash to fix an artificially-constructed limitation.

Here is to hoping that I am dead-wrong!
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
I stated in my posts all along i do not think Siri part ever worked. They only released SiriKit to developers in 11.2 and that’s what is required in my option to make it work.

The support guys argued with me saying does MyQ app work? Yes then since it and Siri are on your phone it’s a problem with Apple call them. I said Siri is not on my phone the app is, Siri is in the cloud and your app not communicating correctly with Siri. Oh no they said Siri on your phone. I also tried to find out what port MyQ and home bridge use, no they said don’t need a port they are both on your phone. I told them doesn’t matter the apps are not the app communication.

The keep telling me someone will talk to me about this and nobody emails or calls.
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 144 Reply Likes
James, I can sense your frustration. I know you've had several communications with our customer support staff and that you're not finding their recommendations acceptable. I can have them call or email you again, but would hearing their recommendations again be useful? Happy to make this happen if you think it would help. Lauren
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
Ok they didn’t call or email after the last time. There never was any recommendations other than call Apple. Look at all the people posting with the same issue, it is not an Apple problem it is Chamberlain app problem.

Let me suggest this, how about someone from Chamberlain take MyQ Gateway and Home Bridge connect it to a garage door opener and produce a video with audio showing it work where the Siri part works? The simple answer is you can’t because it doesn’t work.

I was sold a product for 49.00 that doesn’t work, i want my money back. I was treated unfairly by your support team, at one point I was put on hold while they said we will transfer you to advance support, then they dialed Apple support and transferred me to Apple and hung up. Really who does this?

I work for a global networking company and your not calling or emailing me because you have nobody that can make a recommendation. Your app simply doesn’t work and you take our money and ran. You could have said we screwed up we will fix it and this is what we are doing but you can’t even own up to that.

At this point not only do I want a refund, I want compensation for the way I was treated and false advertisement.
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 144 Reply Likes
James, understood. I've requested information on the process for getting you a refund. More information to follow. Lauren
Photo of Bryan

Bryan

  • 14 Posts
  • 1 Reply Like
James, SiriKit is for app developers integrate Siri control function with their own apps. Homekit is different. Chamberlain won't need SiriKit to let Siri control hardware. The problem of Chamberlain MyQ Home Bridge is the delay and status report to the HomeKit protocol. Garage door opener is different from the regular door lock. It will take a very long period of time to finish the open or close action unlike door lock only needs several seconds. So those lazy poor bastards from Chamberlain either didn't think about using Siri when developing or don't know how to let Siri wait. 

So when people ask Siri to open the garage door, Siri finds Home Bridge in HomeKit api and send the open command. Then, Siri either waited too long to get a result from Chamberlainthe Home Bridge (time out) or the Home Bridge didn't send the updated or correct status to HomeKit (no response or wrong status from Siri). 

To solve this, Chamberlain's engineers not its customers should contact Apple MFI support and get some help or support. It is free. 

Or, hire some experienced young guys and read the HomeKit documents again, then find a way to solve the issue.
(Edited)
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
Hehe they did call Apple .....and then they transferred my call to Apple and hung up.

Thanks for comments I did not think about the delay aspect, very good point.

You know I would be less upset about this if they just owned it and said yep we have problem and this is when and how we expect to fix it. Instead they do nothing and point fingers at everyone else.

This will impact their bottom line as I was planning on using other chamberlain products but not now. While my business may not be significant I suspect I’m not the only one of this opinion
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 144 Reply Likes
James and Bryan, we respect your feedback. Lauren
Photo of Bryan

Bryan

  • 14 Posts
  • 1 Reply Like
I really think Chamberlain's engineers should contact Apple for some development support.

https://myqcommunity.chamberlain.com/chamberlainmyq/topics/chamberlain-not-its-customers-should-cont...
Photo of reveillex2

reveillex2

  • 5 Posts
  • 1 Reply Like
I'm going to add my name to the list of people having this issue. Quite annoying :(
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 143 Reply Likes
reveillex2, we are working on getting you an answer. Chuck
Photo of Bryan

Bryan

  • 14 Posts
  • 1 Reply Like
Chuck, how about find one of your engineers and let him reply to us?
Photo of MyQ Community Manager

MyQ Community Manager

  • 2294 Posts
  • 143 Reply Likes
Bryan, we'll provide expert info as soon as we can. Chuck
Photo of Tammy Wilson

Tammy Wilson

  • 1 Post
  • 0 Reply Likes
I just got the MyQ Smart Bridge and set it up. Getting the same issue and found this thread. Obviously Chamberlain is selling a product they know doesn't function correctly and have made no attempt to fix the issue. Now have to decide if I will return the product. Not happy to see that Chamberlain does not support their product. Wish I had known to search for this before I purchased the product.
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
No only that they will tell you they are fixing it they will tell you an engineer will call and wait until they put you on hold and transfer you to Apple. As you can see from age of this thread they have no intention of fixing it. I’m thinking of class action suit and not because of they value I’m out on faulty products just because the way they have treated me
Photo of Michael Parker

Michael Parker

  • 353 Posts
  • 34 Reply Likes
Hardly under chamberlains control under for the addon MyQ devices the 3rd party opener isn’t “smart” and doesn’t send signals to the MyQ device so Siri can report

I get these from Siri when I use her to close the door as I am pulling out of the garage.

“Hmm your garage door appears to still be closing you can ask me the status again in a few minutes”

Because of the MyQ acting like no more than a standard RF remote not sure a class action is justified or warranted
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
Really. The MQ Bridge has a sensor that knows when door is closed and reports that in the app the second it is closed. The HomeKit reports the closure in home kit app the second it closed. So why can’t this communicate with Siri the status of the closure at that same second? It can’t because it doesn’t work as stated and their engineers can’t fix it.

I don’t get your not under Chamberlain control statement it most certainly is and has nothing to do with 3rd party opener.

You sound like a chamberlain employee posting that they are not responsible. The product doesn’t work as advertised and is worthy of class action and now i will prove my point.
Photo of Michael Parker

Michael Parker

  • 353 Posts
  • 34 Reply Likes
First I am not a Chamberlain employee and my unit works perfectly fine I can ask Siri if the door is closed she responds. The sensor only reports based on its alignment and if motion is detected. I do occasionally get told the moment the door is opened or closed by Siri it does in fact do that and for Siri to say anything Chamberlain servers need to communicate with Apple ones over a network

Network outages can and do happen regularly to say they don’t means you don’t understand the fundamentals of the internet and the internet of things

I find the product operates just fine and not sure how or why anyone’s comes here only to threaten lawsuits.
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
Really look at long lines of posts that keep piling up. Has there been a network outage for last6 months? Siri closes door but indicates there is an error. There are folks in this thread that work for Tier 1 Internet engineers as i do we know allot about the internet and you shouldn’t make assumptions... i don’t believe you have the MYQ home bridge that they sold as add on device because nobody’s works. You may have another product
Photo of Jim Gomes

Jim Gomes

  • 1 Post
  • 0 Reply Likes
I’m having the same issue with Siri and the home bridge. Is this resolved yet ?
Photo of James

James

  • 17 Posts
  • 5 Reply Likes
Hi Jim no they don’t have fix for the MQHome Bridge issue noted in the thread
Photo of r3mdh

r3mdh

  • 3 Posts
  • 0 Reply Likes
The MyQ-310 Bridge is absolutely NOT ready for prime time. I’m sending mine back for a refund. Wish I hadn’t gotten any of the Chamberlain devices now - they simply don’t work.
Photo of MyQ Community Manager

MyQ Community Manager

  • 798 Posts
  • 43 Reply Likes
r3mdh, we're happy to help with whatever issue you're experiencing.  Can I have someone from our tech support team reach out to you using the email address associated with this account?  Thanks, Chuck
Photo of r3mdh

r3mdh

  • 3 Posts
  • 0 Reply Likes
Nah. I got so frustrated with the Bridge that I returned it. Going with another vendor.
Photo of Phil Mercer

Phil Mercer

  • 1 Post
  • 0 Reply Likes
seems im having the same issues with the chamberlain home bridge email  pbmercer@outlook.com... if anyone as suggestions to fix issue
(Edited)