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

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  • Updated 3 months 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

  • 16
Photo of Dave Hong

Dave Hong

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I have the same problem... Internet gateway disconnect every 3 or 4 days... It's not reliable...
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Clive Bennett

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I see that on occasion Chamberlain support do say "someone will contact you" , does that actually happen?
Be good if Chamerlain posted what these solutions are, so maybe they can help others.

I gave up on it and bought a remote PIN Keypad instead, pretty disappointing. Although Chamberlain NZ tried to help and we great, but no one has any idea why these errors occur.

If we could get feedback directly from the software developers, I bet this would be resolved quickly.
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Mark Cowan

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I would call them.  They ended up sending me a new board which fixed my problems and I never have "offline" accept maybe a few times in the past two years.
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Clive Bennett

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I figured out the issue with mine, my DNS server couldnt do a lookup on the Domain name hard baked into the little black box they provided to plug into my router, I changed my DNS to something different and instantly it all worked again. 

Makes sense really, I did a ton of research on how this thing works, and it will be hitting this API end point to validate your account

https://myqexternal.myqdevice.com/api/v4/User/Validate

Then this one to get details of your garage door
https://myqexternal.myqdevice.com/api/v4/UserDeviceDetails/Get

This this to trigger your garage door.
https://myqexternal.myqdevice.com/api/v4/DeviceAttribute/PutDeviceAttribute

And if your DNS server doesnt know what IP address that resolves to, it all falls apart.

past this into a web browser 

https://myqexternal.myqdevice.com/api/v4/User/Validate

you SHOULD get this message, 

{"Message":"The requested resource does not support http method 'GET'."}

if it just hangs and waits, means you DNS can not resolve the URL

Regardless, try a different DNS in your router itself.