Sensor Error when trying to add a MyQ Garage

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  • Updated 9 months ago
I am trying to add a MyQ garage using my MyQ app and keep getting a sensor error.  The MyQ Garage is on wifi (solid green LED).  When I start to Add Device, it asks if I have a sensor and I say Yes.  then I get the screen to prepare to push the sensor button, I hit NEXT, then hit the pairing button, but then get a page that says there's a sensor error.  However, the MyQ Garage beeps as if it paired after I hit the button.  There's no option to continue though, the app says I have an error and can't proceed.  What can I do to solve this problem?
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budf15

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Posted 11 months ago

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MyQ Community Manager, Employee

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Budf15, I've asked a customer service agent to contact you to help resolve this issue. Look for an email tomorrow. Lauren
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Paul Garrison

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I am having the same issue exactly, what was the fix?
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budf15

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There has been no useful information and no resolution. Very frustrating. I have deleted accounts and then built new ones, deleted and reinstalled the app, even went out and bought a new myQ Garage but still get sensor error when I go to add my garage door Opener. Major software problem. I’ve tried 2 different sensors both with new batteries that tested good on a voltmeter.
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MyQ Community Manager, Employee

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budf15, did you get the email from our support team? If you still need help, let them know how it went and they will be happy to assist. Please let us know if that email didn't get to you. Lauren
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budf15

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I did get the email and it wasn’t very helpful. Also got a follow on one to try again as they’d fixed a problem on the server side but still didn’t work.

Here is the first email:

I do apologize you are receiving this error. However, first make sure you have a fairly new battery in the door sensor. Next, try moving the hub a little bit closer or further away from the garage door unit in case there is some type of interference going on. Also, if issue still persists, try holding the door sensor next to the hub when pairing and see if it makes a difference. Please let me know.

The sensor and hub communicate fine. I push the test button on the sensor and the hub beeps. It has worked for over a year. But now, some part of the system is remembering the low battery warning. And it’s super frustrating.

The follow on email I received from tech support was:

Please try this again right now as we just received confirmation that there was an issue with our MyQ system that has been resolved as of about 20 minutes ago. Please let me know what happens.

Tried the whole process again using brand new unit (factory reset everything, tested and verified new sensor battery, deleted and rebuilt account, deleted and reinstalled app, restarted mobile device, paired to WiFi, went through setup of sensor) and about 10 seconds after I successfully got the door opener on the app, the sensor error returned.

A related issue I’m having is that I can’t seem to add two myQ Garages to the same Place. The only way it lets me set them up now is if each has their own MyQ Place which is not helpful. Previously I was able to have them both at my Home Place. But now when I try to add the second unit to the same place, the setup process fails when trying to pair the second sensor to the second MyQ Garage.

Please help as this has become incredibly frustrating and has taken far more time than it should.
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MyQ Community Manager, Employee

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budf15, I recommend sending this information on to the support agent you've been in contact with. I will look into what I can do as well. Thanks for letting us know. Lauren
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budf15

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OK, will do.  Thanks.
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Paul Garrison

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That’s horrible. I mistakenly reset mine when I moved and now I can’t set it back up. If I can’t get this fixed this will be the last product I ever buy from them, garage door openers included. They should be ashamed of themselves, hadn’t had a problem with it in years previously.
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MyQ Community Manager, Employee

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Paul, we recommend you try manually adding it following the steps in this link: http://bit.ly/2zbXeNQ. I hope that helps. Lauren

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Paul Garrison

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I have done that successfully but it still doesn’t show in the app so I have no way to control it even though it is paired with WiFi and the garage door opener.
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MyQ Community Manager, Employee

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Paul and budf15, I am looking into this and will let you know what I find out. Lauren
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Paul Garrison

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Ok, please let us know what the resolution is.
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Brian Metz

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I now have the exact same problem.  The MyQ has worked for 1 1/2 years without problems until mid January. I have reset the the hub to the factory default and have tried two sensors.  I have a ticket out and waiting for tech support to call back.  Two weekends spent and still no resolution.  
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Noah Themins

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Same here, been fine since I set this up last year. Came home today and both sensors are reading an error. I reset my router and the myq. I press the test button on both sensors beeps fine but I cannot get these to read in the myq app anymore. Wth has happened?
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MyQ Community Manager, Employee

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Brian, has technical support reached out to you yet? If not, please send me a note and I'll have someone contact you. Chuck
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Jason

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Following this thread...exact same problem just popped up for me.
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MyQ Community Manager, Employee

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Jason, I've requested a customer support agent contact you via email for further assistance. Thanks, Chuck
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Noah Themins

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Same problem just happened to me today, I have given up troubleshooting. Myq is on my network fine and both sensors beep but now getting an error it can’t see sensors. What’s the fix for this?
(Edited)
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MyQ Community Manager, Employee

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Noah, we appreciate you reaching out. Do you know if you are using an older Hub or the newer Smart Garage Hub? We suggest you first test the sensor/hub to see if those are working. Try this guide for troubleshooting: https://tinyurl.com/ycv3gbvf. Let us know how that goes and we can move to next steps as needed. Thanks, Chuck

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Noah Themins

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Thanks for responding,

I had already tested it all, I listed some of the tests I performed in my post, including checking for a beep at the hub when pressing the test button on the openers, rebooting the router and watching it connect at my router then checking for a green connection light, I verified my app could still see the router after rebooting it. I even opened up the hub status page on my pc by putting its ip in my browser. Mysteriously, it all started working again during the night after I went to bed and did nothing further.
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MyQ Community Manager, Employee

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Noah, was this issue resolved? Let us know if it comes up again and we'll be happy to help. Thanks, Chuck