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

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  • Updated 2 months ago
It's now a game of "Will it work or won't it?" when we need to use it. There's no rhyme or reason to when it'll work or not. I can try to open or close the garage and 5 seconds later I'll get no response until the app times out with "The gateway or hub is offline. Please check power and network connections (309)." all while the light is a steady green indicating that it's connected to the mothership. It appears to work as soon as I power-cycle it (even doing that doesn't always work) - Then afterwards all I get is Error 309 - Curious, I have it plugged into Port #4 on my NETGEAR Nighthawk AC1900 Dual Band Wi-Fi Gigabit Router (R7000) and when I look at connected devices, there doesn't appear to be anything listed on port #4 - does anyone see this listed under their "Attached Devices"?

My garage door opener is Chamberlain PD612EV

Any suggestions?
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eNkrypt

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  • frustrated

Posted 3 years ago

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Dawn

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eNKrypt - I apologize for the delay in response, I will look into this for you. I do need some additional information. Can you please email me your MyQ serial number, MyQ acct email, and IP address to home (google: what is my IP)? My email address is MyQCommunity@Chamberlain.com
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Dave TX Mountain Biker

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I can't even get mine to hook up the first time.  I keep getting "The gateway or hub is offline. Please check the power and network connections. (309)"  This is frustrating the heck out of me!!!!!!!!!!!!!!  I have followed the directions word for word, over and over and still keep getting that message
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Brad Perkins

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All I get is this error message "The gateway or hub is offline. Please check the power and network connections. (309)" I've checked all connections and am a computer literate person, this is very frustrating, not sure if it's on my end, but my router is fine and we can watch Netflix. I'm assuming it's the product. Any suggestions?
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Lorne

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I had the same problem (see two months ago below). I remembered that I'd turned off some breakers in the electrical box when I was replacing some light switches. That, I believe was when I experienced the problem. One of the breakers powered my cable modem and router.

I unplugged the MyQ, powered down the cable modem, and router, and then rebooted everything in the correct order (ie: cable modem on first with all lights working, then the router second with al lights working, and then finally the MyQ). It started working immediately, and has been fine since. I suspect if you live in an area that gets the odd power outage, that my be causing the problem. I'd try rebooting everything (again, in the correct order) and see if it starts working again.

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Orlando Collado Jr.

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I have the exact same problem. I have powered down and restarted but app will work maybe one time before i receive ERROR 309. Please help!
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Lorne

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My Linksys router does show the MyQ device under it's connected devices list.


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ray

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I am having to same problem. Can anyone please help me out? It seems a lot of consumers are having the same error message. I have reset/restarted my router and power to the entire house. And nothing. I have tried chamberlain/liftmaster how to on YouTube. And still nothing. I opened this account just to get help from a rep and ask why there isn’t a video to fix this issue. Please help. It’s very frustrating to once be able to control two garage doors through the internet to nothing at all and for no reason.
(Edited)
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Alex amaro

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I really dislike the MYQ hubs. They only work when they want too. The system is so unreliable
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Preston Keith

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My Q is shit at best!
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prashanth

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Hi Dawn, even my myQ smart garage hub isn’t working. I bought it recently. It worked for a few days and stopped working. I have emailed you my details. Hoping you will check and fix it ASAP.
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sniperfx20

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I have the same issue. Error 309 on the Chamberlain app.
I restarted my Netgear nighthawk AC1900 (turned off by pulling power cord....Waited 30 seconds....reconnected). MyQ Chamberlain garage opener is synchronized via wifi. After the restart, nothing happened. It still is offline. I restarted my phone as well.... Any help? Suggestions?
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BLM M

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I think it has something to do with our new mesh networks. I don’t think this cheap hardware knows what to do with the banding. Yes it’s all the same network but...very technical.

I’m a cloud architect. I design networks. I still can’t figure this out. What DOES resolve the issue is replacing the keypad. This works EVERY time but for 1-12 months. I’ve bought 4 now @ $35 each over 2 years.

I never had issues before my mesh network (eero) but those that do not have mesh, I just don’t know.

I have begged chamberlain to let me know if there really is a hardware or known software issue. They deny but (as you did) a simple google search shows that 50% or more of the consumers are affected. It either works great or not at all. Some of the smartest ppl are trying to figure this out ...and they aren’t chamberlain (myQ/LiftMaster)

My quick tips: quit resetting and re-pairing. It’s only infuriating and does not work.
Replacing the keypad works. Your mileage will vary. Get the cheapest one...chamberlain and LiftMaster are the same. Make sure it says myQ, that’s all. They run about $35 on amazon.

Please keep updating! I will too...
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Mr. Hobodoc

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I have had my system for 4 years. I love it. I have never had a problem, never been offline until we had a power surge then outage a few days ago. I got it back online easily. Now it works great again.
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Terry Terry

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Our system worked fine for 3+ years, now it gives us the 309 error despite solid green lights in the gateway device and no internet problems. annoying as we paid for a feature that suddenly stopped working.
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BLM M

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Have you done anything to your WiFi network recently?
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Leigh-Anne Tompkins

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Me too! Thank goodness it was not at my end! I had no problems until yesterday 10/19/2018.
(Edited)
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Leigh-Anne Tompkins

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I just found out that mine was unplugged from the wall. Duh!
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Alex De Lara

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Mine worked when I left in the morning to close the door; as soon as it closed, it went into this funky state. 
I'm not a nooby when it comes to network issues, so this little device is giving more pita than other serious servers.... the worst is that there is no way to diagnose other than "have you tried to power off and on again ? No, power off and on again ?? " (Thanks "The IT Crowd" )...
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Terry Terry

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Yes, they migrated to AWS and Azure and don't seem to have a frigging clue how to troubleshoot their mess. As anywhere else the "support" is a bunch of clueless, untrained monkeys.
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Alex De Lara

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THat's how customer support should work.... hell, no !!!! Goddamn it wasted several hours... next time this happens, I will just sit and weather the storm out without even bothering...
Yeah, I finally remembered that I own a house with a door with keylock and I have a key !!!

Thanks Terry Terry .
Update: 
Lesson learned: when the dinglebop green light is flashing, AND my network is good, then it's a server problem. This fleeb needs to talk to the server and know that the server is there so it will stop blinking the green light.
Next time it happens......... sit tight and wait. Remember to take your house keys !
(Edited)
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Ben Smith

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Me too!
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Patrick Hansson

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I am having the same issue....
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Dawn

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Patrick - Are you using the Internet Gateway(connects to your router with ethernet cable) or the MyQ Garage (connects to your wireless network)? At what point are you getting this message? Is it when you are adding your serial number? 
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Patrick Hansson

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Sorry, maybe mine is not the same issue Dawn, it just loses connection intermittently after about 10 months after installation. It worked like a charm before....
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Dawn

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When you get this message can you check the hub and see if you have a solid green LED or if it's flashing? 
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Gracie Nowlin

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I'm having the same problem.  Been working fine until the last couple of weeks.  Came home and found the garage wide open!  Not good!  Green light is flashing.  I have tried to power cycle with not luck.  Please advise.
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Dawn

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Gracie - Do you have the internet gateway(plug into the router) or the MyQ Garage(installed on the ceiling in the garage, by the opener)? We need to check ports on the router, Both UDP and TCP port 2165 should be open for inbound and outbound traffic. TCP port 8883 should also be open for inbound and outbound traffic. If you aren't sure how to check these, I suggest contacting your ISP or router manufacturer. 
(Edited)
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urvi roy

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Hi, I'm having the same issue after 4 days of installation. It worked. Green light is solid. I did recycle power. But, still getting the dreaded 309 error code.

This is the MyQ garage ceiling hub.
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Randi

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I apologize that your system is no longer working. I would like to check the status from our end, can you please email me the email you use for your MyQ account as well as the model of the garage door opener please?
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Madison

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I'm having the same issue. This device worked in the past and now when I call into support they tell me to either contact my ISP or Router manufacturer for opening of the ports. Why does this main stream product require an end user to work through port forwarding? Why would the ISP or the Router maker have had the ports open for months, then close them?
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Lori Shapel

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Yeah, I get to join the club... .. Except I can't get passed getting it to work once... This was supposed to make easier not another nightmare and of course it is after hours... So nobody can help me.. I bought this to replace an older unit that would open on its own.  
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S Hg

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How is this done in Apple's Airport Utility? Exactly? Step by step? Was all working for months, then just stopped. resetting and reconfig only returns the blinking green and blue. 
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Bruce Tobin

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I have 2 homes in that have been online with no problems for over 2 years.  Suddenly neither is accessible.  Both give me the gateway or hub is offline (309) message.  I am out of town and can access my computer remotely, so I know my internet/router is up.  Why would 2 go out at same time/same message? could it be an account setting issue? my App kept asking for my password and would accept passord, display the 2 doors and then ask for the login again...and again....etc...I finally logged in and changed the password. Now I just get the 309 message for both doors!!! Please help. I am out of town and cannot reset routers etc....
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Kevin Frey

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I'm having the same 309 issue now. Stopped working about 3 days ago.
It has worked great for two and a half years. No problems.
Now, it just gives a 309 from the app.
I have power cycled the unit but no go.
Very frustrating - does it have a logic bomb in it to stop working after a couple years?
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Bruce Tobin

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rebooted the routers in both locations and came back online....
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Baldwyn English

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I have a similar problem. i get the 309 error message when my router is working fine and I have no issues otherwise. When I reboot the router today, I still have the same issue. This is getting frustrating.
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Bruce Tobin

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mine began working when I rebooted the router, cable modem, and switches.
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Kevin Frey

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I found my issue - it was an unresponsive DNS server. Fixed the DNS issue, resolved the MyQ.
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applmn

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I'm having the same issue. Course it never works when i am far from home. Would love some help.
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Hitesh

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MyQ hub has been working properly for about 2 years. Now I too am getting the Error 309 message. When I unplug and plug the hub back in, both blue and green lights flash (like 3X) and the green light goes off and the blue light stays on. When I look at the lights on my network switch, the light that the MyQ hub is connected to is lit green, showing that the network is noticing the device, but MyQ apparently isn't recognizing the network. Is there a way to maybe hard reset the MyQ hub? Maybe that might fix it.
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Toni Bes

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Got the Chamberlain LW9000WF installed less than a week ago and it was working fine and now I keep getting this Error 309 as well. Solid green light. Tried removing and re-adding to the app but that was a mistake because now I can't even add it again. This thing is worthless. Anyone found a fix?
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Joni Harris

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Having same trouble. We installed ours a month ago, and we keep getting this same message. "The gateway or hub is offline". It will work for about a week, then we get the message and we have to reset everything. Is there a fix for this???
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Lorne

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I'll join the club too. I have two hubs and two garage door openers (separated garages). Had the MyQ installed for a week, and then I got this same error on both doors, at the same time. I unplugged the two hubs, my router and my cable modem. Plugged the modem back in, followed by the router and then the hubs. Works now but who knows for how long? Yesterday when replacing some power receptacles and light switches, I did turn off a few breakers trying to identify which circuits the recepts/switches were on. One or more  of them would have powered the router, the cable modem, and the MyQ hubs so they would have turned off, and then booted back up (probably not in the correct order). Maybe the MyQ hub didn't like losing it's connection for a few minutes, and couldn't reconnect? Has anyone else with this problem turned off their power right before the problems started?


(Edited)
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Joe Chan

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I have the same issue, my email is joechan33@yahoo.com, can anyone help?
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Richelle

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Hello,

I am sorry to hear the Gateway is not operating the door consistently for you. From what you have described, I feel that further troubleshooting is needed over the phone with one of our technicians. If you could please email me your name and phone number, as well as the best day and time to contact you, I will have one of our knowledgeable technicians contact you to assist in resolving your issue. Our email address is MyQSupport@Chamberlain.com.

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sunjiiv kapur

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I looked at the device it is made in china that is why it is not working just a piece of junk that this company selling I am taking mine back to home depot and return it
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Craig Russell

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Can you fix your piece of junk chinese garage door internet MyQ bug! Error 309! Piece of junk!
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MyQ Community Manager

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Craig, I'm happy to help with this.  Can I have someone from our support team reach out to you using the email address associated with this account?  Chuck
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Adnan Riaz

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I am having the same 309 error problem. It worked till about a month and then stopped working. I have restarted the router, restart the garage door opener, nothing is working. In the app in the history it does show when the garage door opened and closed, so it means it is talking to the server and recording the history, but it is not opening or closing via the app. It shows 309. Also the alerts are not working. can someone please work with me? my email is ariaz@technologist.com.
I have tried opening the ticket but they send me the links for troubleshooting.
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MyQ Community Manager

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Adnan, checking in to see if a customer support agent has contacted you? Let me know when you can. Lauren
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Adnan Riaz

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Yes, he opened a case 20171211-515115, I replied to his message but after that I haven't heard back yet.
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MyQ Community Manager

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Adnan, let me look into this. Lauren
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MyQ Community Manager

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Adnan, I checked and it sounds like you should have received an email this morning.  Let me know if it didn't get to you. Thanks, Lauren
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Adnan Riaz

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yes thanks, I got it. But they said that I need a replacement board. I just want to clear that it seems the garage opener can talk to the network and the server. I sent them the details, do they still think that I need a new board?
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MyQ Community Manager

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Adnan, I can confirm you do need a new replacement board. This is because your MyQ serial number is stranded, and the fix is replacing the board. Let me know if you have other questions.  Lauren
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Adnan Riaz

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ok thanks. I have sent them the information they requested. Please check and let me know if they need anything else. Is it easy to replace?
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Adnan Riaz

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I have sent them the info several times but they keep on saying that they didn't receive it, can you please check?
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MyQ Community Manager

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Adnan, happy to look into this. More soon. Lauren
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MyQ Community Manager

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Hi Adnan, another email from the tech support team was sent today. Please check your inbox when you have a minute. Lauren
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Adnan Riaz

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It seems the serial no. I was sending was not the one they asked for. They explained what they need and I have just sent them the info. Please check if they have it now.

Thanks for your help
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MyQ Community Manager

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Adnan, thanks for the update. Please look for an email response today. Lauren
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Preston Keith

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My Q is shit at best. Waste of $100
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tjkenny

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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.  
(Edited)
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Steve Borsch

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Like tjkenny, the MyQ I have is unreliable. It works approximately 75% of the time and that 25% of the time it doesn't work is when I need it (like this morning when it began to rain while walking the dog and, because I couldn't open the garage door, had to unlock the front door and the dog shook water all over the front entryway!).

I, too, have a sophisticated network with connected SmartThings, a dozen Philips Hue, Ring doorbells, three computers/iPads/iPhones, and connected audio devices. This garage door opener is the *only* device I cannot trust to work when needed.

So how the hell do I get this device to get (and stay) reliably connected?
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Preston Keith

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You can’t. They acammed us all.
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Mark Libby

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I have had similar issues.  In the winter the MyQ is completely unreliable to the point I don't even bother using it.  In the summer, it is completely reliable.  In my case, it seems to be temperature related - cold weather bad, warm weather good.
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Steve Borsch

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Wondering if anyone from Chamberlain monitors these boards? My message was left A MONTH AGO and zero response. MyQ still doesn't work, even after a "factory reset" and new setup. Again, I'm a geek and can get just about anything working, but I think either this unit is defective, the entire series is (a new one with HomeKit support is about to debut) or it's a bad design in need of a firmware update.
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Rohan

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Hello Team,
I have realized that the speed/duplex for chamberlain is 10Mbps half duplex. When I connect my Chamberlain to netgear switch it comes instantaneously but if I connect to another switch then the green light keeps blinking (but the interface information where chambelain is connected shows 10 mbps half duplex) and the gateway does not get an address.
Have anyone of you seen this?
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poggzzz

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It works for a few days, then it goes offline. You have to reset the gateway over again. Its totally unreliable.
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MyQ Community Manager

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poggzz, to help us provide you with the best support, could you please provide more information about the issue you're experiencing? Thanks, Lauren
(Edited)
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Cynthia Lashley

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I am having the same problem. Nothing is working. Have rebooted everything in order several times. Beyond frustrated!!!!
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JasonM

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Mine worked perfectly for a little over a year.  Suddenly, last week, it went offline in the afternoon.  (I used it that morning a couple times)  All I could get was a blinking green light.  I reset everything in my network even though all other items in the house were working fine with full Internet access.  Still blinking green.

I performed the hard reset and deleted everything from my account, then tried to add it back.  No luck.  Then I deleted everything again and used a different location name to re-setup everything.  It seemed to work fine again..... for a day.  Now it's offline again.  Everything else in my house still works fine.

Is my hub just broken already?  It looks like buying a replacement hub could cost me 60% of what I paid for the entire door opener kit (which included the opener, 2 remotes, keypad, battery, sensors, hub, power supply, etc.)  

I used to really talk this system up.  Now, I'm not sure what I'm going to do.  I don't want to be buying a new hub every year, just after the warranty runs out.
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MyQ Community Manager

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JasonM, thanks for the detailed info. I've requested a customer support agent reach out to you via email. Someone will be in touch with you soon. Thanks, Chuck
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Preston Keith

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You never fix anything. What is the point if a follow up. My q sucks!
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Dennis Munro

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I have 3 gateways and have found that the ones that are outside the range of my wifi never go off line but the one inside was never reliable perhaps some interference with wifi it seems
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David Berger

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Same issue.  Working for 2+ years and now cannot get it to work.  Error 309.  Tried everything.  Seems like a common problem that hasn't been figured out.
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MyQ Community Manager

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David, thanks for the info. I've asked a customer support agent to contact you directly for assistance. Please look for an email. Thanks, Chuck
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Chris Garin

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I was able to resolve with technical support over the phone. Some extra steps that I took before attempting to reset the gateway again:
1. Before I attempted to reset this last time, I turned off bluetooth and wifi(I turned off wireless router until I successfully reset) for every device that has connected or lists the gateway/hub as a connection point.
2. I followed the reset procedures with the phone support technician.
3. Hub and HomeKit issues resolved!

I hope this helps someone!
Chris G.
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Chris Garin

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you might also want to turn off your mobile phone when you reset
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MyQ Community Manager

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Chris, we appreciate you sharing your resolution with the MyQ Community. Thanks, Chuck
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Chris Kocsis

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Every time I have a power flicker I have to manually go in and reconfigure it. It's not worth the hassle to deal with it. I'm done with liftmaster. Mi e has been offline 171 days and still can't get it to work
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SDB

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Same exact problem as so many others are having... "The gateway or hub is offline. Please check the power and network connections. (309)". I have tried EVERYTHING... nothing works. Please God in heaven someone help me please!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Alex amaro

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Happens to us once a week. I'm ready to throw them in the fire
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sunjiiv kapur

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your hub has to be in the garage only then the hub works otherwise you will get this error message I had  the same problem till I Installed it in the garage now the problem is solved make sure you hard wire it too
(Edited)
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David K

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I have a similar problem, except I am using one MyQ hub to control two garage door openers.  This has worked fine for about a year.  Now, the app reports that one garage door is offline.   I don't see how this is possible since there is only one MyQ that controls both doors.   One of the doors still works fine through the app, so I know the MyQ is connected.  Testing the sensors on both doors works as expected (hub beeps).
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Preston Keith

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It never has been reliable. Lost receipts Home Depot will not take the turd back.
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Dennis Munro

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i had the same problem but i have three gateways with two of them aways from my residence which never caused a problem only the one inside my residence did ,,  i have come to the conclusion that my wifii is interferring with the signal , so i have located my one gateway as far away from my router as possible and so far no more problems 
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Alex De Lara

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Ok, so my previous post was 16 hours ago when I gave up trying to make this thing work, did a factory reset, tried and tried again, finally pulled off the power plug and went on to watch Rick and Morty instead...
Today.... after 16 hours, a good night sleep :-) .... this plumbus was powered off the entire night, I thought, what the heck, another try... plugged the power and it immediately flashed the blue, went off, then the green a few times  and the green flashed differently, ie. like when it is doing some handshake, the way it should be. Then the green light went solid green. I said, hey, it seems to be working. And it is.

The device had disappeared from my account, possibly because I factory-hard-reset it; so I went through the pairing process, hit the "Learn" button on the opener and voila, it came back to life.

How to hard reset: there is a small hole on the side where you:
- insert a paper clip and feel/hear a click.
- Hold it there, pull the power plug, wait 5-10 secs;
- release the paper click;
- wait 16 hours (this worked for me hahah) but seriously, 30 seconds should be enough;
- insert the paper clip on the reset button and press it;
- plug power on;
- hold for 20 seconds, release;
- the device is factory reset (this will require pairing again).

Ok, could be that the 16 hours was the time to really clear up everything inside the dinglebop or, most likely, what I feel, is that Liftmaster server went out again and they fixed it without telling anyone... sigh...

Anyway, I'm back in business.... with the learned lesson:
when the dinglebop green light is flashing, AND I know that my network is good, then it's a server problem.
This fleeb needs to talk to the server and know that the server is there so it will stop blinking the green light.
Next time it happens......... sit tight and wait. Remember to take your house keys !

(Edited)