Stranded

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  • Updated 3 years ago
I believe my gateway is stranded. How do I fix this.
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Adam Rosenthal

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Posted 3 years ago

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Dawn, Official Rep

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Adam - What error message are you getting? 
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Adam Rosenthal

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I'm not getting an error message, the app says "adding" and then just goes back to the previia screen. I recently changed my router/wireless network, and the gateway worked with my previous router but now I cannot add it to my new network. I have tried everything else on the troubleshooting list.
(Edited)
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Dawn, Official Rep

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Adam - I would like to take a look at your account. Can you send me the email address that your MyQ account is set up under? My email is MyQCommunity@Chamberlain.com
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Dawn, Official Rep

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Here are the troubleshooting steps for this issue. 

1. Do a hard reset on the gateway.

      Hard reset
  1. Remove power connection from gateway,
  2. Press and hold the Reset button, and
  3. While holding reset button press, connect power to gateway.
  4. Continue to hold Reset button for 5 - 20 sec while all LEDs remain off until the yellow LED light blinks.
  5. Release reset button.

2. Attempt to add the device to the account. How to add devices to the MyQ account

3. If still unable to add the device, do another hard reset on the gateway and then clear the MyQ devices from the garage door opener or the MyQ Control Panel.

     To clear the devices (this step will clear your remotes and keyless entry)

  1. Press the learn button until the LED light goes out, release.
  2. Immediately press and hold the learn button again until the LED light goes out, release.
4. Attempt to add the device to the account, again. How to add devices to the MyQ account