Phantom Door Operation

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Phantom Door Operation, I have a MyQ Garage - Universal Smartphone Garage Door Controller with 2 Door Sensors on two separate doors. One door started to open/close randomly. Called Chamberlain and received a new Door Sensor. Reset and reinstalled everything, same problem. Logically removed the offending door sensor and the problem stopped (left it physically on the door but removed from the system). There is obviously a security bug in the WiFi Hub.  How do we get this corrected?
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Bob Green

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Posted 11 months ago

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MyQ Community Manager, Official Rep

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Bob, I'm looking into an answer for you. More info soon.  Chuck 
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Bob Green

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I've tried all the troubleshooting tips and they don't help.


To recap:

Two separate doors with AccessMaster operators and the usual door controllers. Everything operates normally.


Add the MyQ Garage Universal Smart Phone Garage Door Controller and two Door Sensors.

Things operate normally, correct indication and alarms on my phone.  HOWEVER the second door opens randomly.


Change out the second Door Sensor with a new one. Same random operation.


Leave all the hardware in place BUT remove the second door from the MyQ phone display i.e. logically remove the Door Sensor.  PROBLEM GOES AWAY.


To me this points to the WiFi Hub logic.


BobG


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MyQ Community Manager, Official Rep

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Bob, I've confirmed that the Wi-Fi hub is not the root cause of these openings. There are three several possible explanations for why such an opening would occur. Please review these troubleshooting tips and let me know if any solve your issue. https://goo.gl/kkE697   Chuck 
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MyQ Community Manager, Official Rep

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BobG, can I have someone from our tech support team contact you using the email address associated with this account? Chuck
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Bob Green

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Yes, or you may contact me at 201-3146309
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MyQ Community Manager, Official Rep

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Great. Someone from our tech support team will be in touch with you shortly.  Chuck
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Bob Green

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No Luck...

The two doors are physically about 30 feet apart and have independent door operators and totally separate controls, both hardwired and remotes.  The only thing in common is the MyQ WiFI router.  Each door has an independent Door Sensor. The number 1 door works flawlessly.  The number 2 door has phantom operations when the number 2 Door Sensor is activated (note the door has no phantom operations with physically attached, but logically removed)


All the other troubleshooting options have been checked.


It still points to something within the WiFi router/hub.


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MyQ Community Manager, Employee

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Bob, I'm going to look into this and we will be in touch with you soon. Chuck
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Bob Green

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No update yet?
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Bob Green

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So To re-cap

Two garage doors, 30 apart.  Each has it’s own Master Access opener, hardwired & remote controls. One MyQ WiFi hub and 2 door sensors installed. 

Moved the WiFI hub closer to the second door to ensure BlueTooth communications.  Now 22 feet.

Set up the WiFi Hub with door 1 active.  Note the second door sensor is mounted but not activated.

Everything runs flawlessly for 10+ days, no phantom operations. 

Activate the second door on the MyQ application/WiFI hub. 

3 phantom operations in less then 4 hours.

Remove the 2nd door from the MyQ application/WiFI hub.  NO more phantom operations.

My only conclusion is that there is a serious flaw in the MyQ Garage Universal Smartphone Garage Door Controller's logic..


The Chanberland MyQ  Garage does not perform as advertised and does not reliably monitor and control 2 doors as advertised and presents a serious security problem

 

I’m open to some resolution.


BobG

 

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MyQ Community Manager, Official Rep

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Hi Bob, thanks for your patience. So it appears the issue is that both devices have bee programmed into one channel on the hub. All devices will need to be cleared. Please see basic steps below:

Clearing the memory of the garage door opener

1.      Press and hold the learn button until the learn LED light turns off (about 6 seconds). Do this with both garage door openers.

Clearing the MyQ hub

1.      Press and hold down button #1 for about 8 seconds, then release.

2.      Press and hold down button #2 for about 8 seconds, then release.

3.      Press and hold down the gear/settings button until a beep is heard.

 

Remote programming

1.      Press and release the learn button.

2.      Press and hold the remote button until a click is heard.

3.      Test remote.

 

Keyless entry programming

1.      Press and release the learn button.

2.      Enter in a 4 digit pin, press and hold “enter” until a click is heard.

3.      Test keypad using pin followed by enter.

 

Then follow the process of reconfiguring the hub with the wifi network as well as the garage door openers.

Bob, let me know if you have any questions. We're happy to help with any steps.  

-Chuck

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Bob Green

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That did it Chuck, a full reset of the WiFi Hub seems to have fixed the problem.  Note, I also relocated the Hub about 10 feet closer to the #2 door sensor.

Thx
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MyQ Community Manager, Employee

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Bob, thanks for the good news! Happy to help, Chuck
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tom ryan

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I just replaced the remote for mt lift master garage door opener. The system is about 5 years old. Since the new remote. Im get phantom openings. What do I do to fix this
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Chamberlain Admin, Official Rep

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Hi Tom,

Please email us at social@chamberlain.com with the subject line "myQ Community. Phantom door openings. Tom Ryan." We will escalate your request.