The gateway/hub is offline. Please check power and network connections. (309)

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  • Updated 2 days ago
Chamberlain garage door system is lousy and unreliable.  i made a big mistake to buy this. The battery life in the door sensor is horrible.  The system generates a 309 error every few days, and yet my entire home has huge/reliable wifi bandwidth and is configured with Samsung Smart Things, GE wifi lighting,Ring wifi doorbells  that are "ALL" UP, online and performing all of the time.

MyQ is not in the same class for reliability and performance.  So....how to fix this or get a refund?
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tjkenny

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Posted 2 years ago

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Jim

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Do you have strong, reliable Wi-Fi in the garage, where the garage door system is installed (e.g. near the ceiling)? Is another Wi-Fi product within 3 feet of the garage door system's Wi-Fi (near-field effect)? Is router's software/firmware updated to latest firmware version?
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Michael Mitchell

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Adding to this as I am experiencing the same issue...  No one at Chamberlain seems to recognize this as a systemic quality issue.  In all of the posts, no one has ever posted a fix for this issue and I see it has been occurring over 2 years.
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Brian Barton

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Bought this product today, and am ready to return it. It is way to unreliable of a system.
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Mark Cowan

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First, What battery in door sensor?  The door sensors are hard wired to the opener, there is no battery.  I have the internet gateway working with my chamberlain LW2200 opener.  The only problem I had was that I could not open or close my door, only get status information for when it was opened.  I contacted Chamberlain and after going through all the tests they asked me to go through , they sent me a new logic board for no charge and now I can open my door with my iPhone.  I suggest you contact their technical support.  I admit they are not fast and you will wait a few days but they will eventually get in touch and work with you to solve the problem.
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Craig Russell

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It's pretty evident these people know this is a flaw in their design but they are trying to hide it. I will never buy a thing from Chamberlain again...
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MyQ Community Manager, Employee

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Craig, are you experiencing an issue with a Chamberlain product? Can I help you resolve it? Lauren
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Tony Corletto

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I have been having to reconnect My Q device a few times a week, I’m on call number 4 to tech support. The last time I called I was told an advanced tech supoort will call me. It’s been a week and no call. I have 83 percent wifi signal, no interference near by, added an extender and still having issues. This company has a bad product and are not standing by to support. Do not buy this junk! Im returning mine to Lowes
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MyQ Community Manager, Employee

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Tony, we would like to help you resolve this. Please tell us a little more about the issue you're experiencing and which devices are you using? Thanks, Chuck
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Rich

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Hi Lauren and/or Chuck, I'm having the same issue that many of the folks in here are having. Error 309. I've been spending hours trying to troubleshoot this, to no avail on both of my garage doors. Please help.
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Judy Fujii-Hwang

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Having same issues. Repeatedly and this is how my children get into the house. Super unreliable and dangerous for our family.
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MyQ Community Manager, Official Rep

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Judy, happy to help resolve this issue. Can I have someone from our tech support team reach out to you using the email address associated with this account?  Chuck
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Judy Fujii-Hwang

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Yes.
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MyQ Community Manager, Official Rep

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Judy, look for an email from a customer support agent by tomorrow. Chuck 
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Jerry

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Same 309 problem as so many others are having.  Internet and router working fine and nothing has been changed.  Why can't you post a solution for this?
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MyQ Community Manager, Employee

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Jerry, I'm going to have a customer support agent contact you directly. We'll get this figured out. Look for an email soon. Thanks, Lauren
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Kenneth Maglocco

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Have the same issue eror code 309, tried to resolve but to no avail, good wifi signal in garage ni other wifi products close by, can you help?
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MyQ Community Manager, Employee

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Kenneth, thanks for the info. A customer support agent will be in touch with you soon for assistance. Thanks, Chuck 
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Dan

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Can I get someone from customer support to reach out to me also? I started having this same issue 2 days ago and my unit is only 2 weeks old. Troubleshooted the hell out of it. Got the solid green light showing it is connected to the (strong) WiFi connection. (With an extender right next to the garage)
(Edited)
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Chip Andrews

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They are just junk
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Kimberly Norton

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I am having the same issue with the 309 code - how do I fix it?  I have trouble shot it with the directions/book several times and have not been able to fix it.  I am not able to use my phone to open/close my garage door at all!  It is so frustrating because it was a very nice feature to have and that is one of the main reasons we got it!
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Jay Gural

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I just had one installed a week ago, and all of a sudden, I am get error code 309 “ Offline Error” on my iPhone MyQ app a couple of times a day, and then it magically comes back “Online “. Basically I have a 50/50 chance that it will be “Online” when I check. I have also reset my WiFi system on the opener as well
(Edited)
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MyQ Community Manager, Official Rep

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Jay, I'm happy to help with this.  Wondering, do you have strong, reliable Wi-Fi in your garage, where the garage door system is installed (e.g. near the ceiling)? Also, is your router's software/firmware updated to the latest version? Lastly, is there another Wi-Fi product within 3-feet of your garage door system's Wi-Fi ( called the near-field effect)?   Let me know when you have a minute. Thanks, Chuck
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Jay Gural

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WiFi signal has all 4 bars next to unit, garage door opener is approximately 1 ‘ below ceiling, and is located in center of a 20 x 20 garage size. Cable modem / router has current firmware , and no other WiFi unit is within 3’ of the opener
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MyQ Community Manager, Employee

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Kimberly, thanks for the info. I'm going to have a customer support agent contact you directly via the email associated with your account. Someone will be in touch with you soon. Thanks. Lauren
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Mark Cowan

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Call customer service. It took a week but after doing all of the trouble shooting steps they sent me a new control board which fixed the problem. Don’t give up. And they did not charge me the the opener unit was 5 years old
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MyQ Community Manager, Employee

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Mark, glad to hear the problem was solved. Lauren
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tilak verma

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Can you please let me know how to fix this?? I am having the same issue
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Bob O

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do u have number to customer service?
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Brian Barton

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Same here. Every other smart home device works awesome. Chamberlain does not. About to return it. Enough is enough.
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MyQ Community Manager, Employee

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Brian, is there anything I can help you with? 
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Ron Martin

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I am having a similar issue with my app.  Frankly this has never worked consistently since I purchased it but it has gotten worse.  I receive a message that I do not have an internet connection but every other app on the phone works just fine.  Then I will restart the app several times and then I will get a "server error" message.  This app definitely needs improvement.
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MyQ Community Manager, Official Rep

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Ron, thanks for reaching out. There are several possible explanations why you would receive the 309 error.  Can I have someone from our tech support team reach out to you using the email address associated with this account?  Chuck
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Ron Martin

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Yes, you may have someone to reach out to me via email address.  It is still taking place but it has improved a little over the past month or so.  As previously stated, every other app on my phone will work just fine but this one states that "the hub is offline".
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MyQ Community Manager, Employee

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Ron, a support team member will be in touch with you through the email associated with your MyQ account. Thanks, Chuck
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Josh Collins

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I'm having this same problem. The hub goes offline everyday.
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MyQ Community Manager, Official Rep

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Josh, thank you for providing these details and I'm looking into this.  When you have a moment, can you please provide us with the email address associated with your MyQ app?  Please send this email address to: social@chamberlain.com and include in the subject line "Forward to Chuck."    Thanks, Chuck
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Josh Collins

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(Edited)
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MyQ Community Manager, Official Rep

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Hi Josh - great, thank you.  Someone from our tech support team will be in touch via email shortly. Please keep an eye on your inbox.  Chuck
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sheri

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I have this same error coming up.  Please have someone email me.
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Chip Andrews

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Don’t bother. It’s a junk product
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Lo h

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I’m having this problem also . Sometimes it’ll work and sometimes it won’t. It’s seens to be dropping the WiFi signal or being disconnected from WiFi.
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Mark Cowan

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Either you WiFi signal to your garage is low or your internet has a problem or your hub should be replaced

Mine never is disconnected accept one time. I powered off the part in the garage and it started working again. This is one time in the past 6 months
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Lo h

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Everything connected to the WiFi inside the house works camera laptops printers. Don’t understand why it works sometimes and then it doesn’t.
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Lo h

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No Help?
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MyQ Community Manager, Official Rep

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Lo h, when you have a moment, can you please provide us with the email address associated with your MyQ app?  Please send this email address to: social@chamberlain.com and include in the subject line "Forward to Chuck."    Thanks, Chuck
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Ken Garnham

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mine is doing same crap and it is brand new connected once now cant any more what a pile of junk here is my email if you want to try and help thanks for wasting my cash on this unit
(Edited)
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MyQ Community Manager, Official Rep

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Ken, I've requested someone from our tech support team reach out to you via email. In the meantime, do you have strong, reliable Wi-Fi in your garage, where the garage door system is installed (e.g. near the ceiling)? Also, is your router's software/firmware updated to the latest version? Lastly, is there another Wi-Fi product within 3-feet of your garage door system's Wi-Fi ( called the near-field effect)? Thanks, Chuck
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gryhnd

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Mine will randomly go offline as well on occasion. I have a dedicated AP about 10' from the unit, so as others suggest it is not simply a weak wifi signal. When it recently happened, I actuated the door from inside my home and magically the 8500 reconnected. It would seem that when they do go offline for whatever reason, they don't have a solid refresh/reconnect routine.
(Edited)
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Cynthia Lashley

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Is there a phone number to call tech support? Our garage door opener isn’t even 3 months old and it’s a nightmare to get this error code 309 to stop.
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MyQ Community Manager, Official Rep

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Cynthia - I've requested someone from our tech support team reach out you using the email address associated with this account. Also, you can reach our tech support team directly at: 800-528-9131.  Lauren
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Clive Bennett

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Hi, I get this error also, always with Green Flashing light, worked fine for 8 months, then stopped for a few days, then started again, now been stopped for a few weeks, have tried restarting/rebooting everything routers, gateway device, but always green flashing light, which indicates IP address assigned from Router, but cant connect to gateway. 

What I would like is some documentation about what the address the gateway is trying to connect to, HOW the gateway device connects,

Basically how can I debug just what is happening,

Im pretty sure the gateway device itself is ok as I can plug it into my neighbours router and it connects, it just wont connect via my router which is a Dreytek Vigor 2120. I have tried switching off the firewall in the router, but doesn't work.

There must be some setting that is preventing the Gateway device from connecting to the Internet, but randomly as it has worked fine before. (and no I havent changed any settings in my router that caused it to stop working in the first place)

Any help?
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Francis Dougherty

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what is the tech support phone number?
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Chip Andrews

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I am haveing the same issue. I have 2 different units. Both randomly go offline. This thing is not reliable
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Francis Dougherty

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I gave up and got another remote
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Chris Lariviere

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I have this same problem, every few days the whole thing crashes and gives me the infamous 309 error code.  I have 3 garage doors connected to the system, and they all crash together, at the same time, every time.  I've only been able to get the doors relinked using the instructions for error code 309 once.  a few other times the system just magically resets after a day or two.  However this time nothing is working, and I'm going on 2 weeks now.  I can't get any of the doors to reset.  I've tried everything, unplugged the openers, unplugged the wifi, reset network connections on my phone, dumped the app and reloaded that, nothing works.  What a joke!  The ONLY reason why I bought these openers is because of this feature.  Why is this problem EVERYONE seems to be having treated as such a mystery by Chamberlain??  I've probably read 50 blog posts and not once has 'Chamberlain Chuck' ever posted a solution to the public blogs, it's always, 'send your info to blah blah blah and put 'forward to Chuck' in the subject line and we'll give you a call'.  Half the people on here say that they never get 'the call'  Chamberlain obviously has a major issue with their system and they are trying desperately to hide that fact by making us deal with them 'offline', individually, rather than here, publicly, on their blog post.  Have any of you read anything positive here??  LOL.  MyQ is obviously not ready for primetime.  Why would you release this system if it's not properly tested?  Are we the guinea pigs?  Seems like it.  Well, guess what, IT DOESN'T WORK!!  This could also pose a serious safety problem for many people as well.  If they have hoped/tried to rely on this system for their kids to access the house after school, or a house sitter, health care worker, etc.  Or how about a physically handicapped person relying on this system?    
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Francis Dougherty

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I gave up and bought extra remotes