WiFi won't connect & MyQ won't register

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  • Updated 3 weeks ago
I bought and installed two Chamberlain 1.25 HP belt-drive garage door openers (Model HD950WF) from Home Depot this weekend.  Neither of the MyQ serial numbers will register on the Chamberlain website (I get the error, "That gateway or hub serial number was not recognized").  I opened the units and verified that the MyQ serial numbers on the unit match the serial numbers on the circuit boards.  Also...neither garage door opener will connect to my WiFi network.  I've moved my router out in the garage; I've tried different WiFi routers; I've also tried connecting to my WiFi network via Android, Apple, and PC devices using Chrome, Firefox, Safari, Explorer, and Opera web browsers.  I've conducted several resets.  Whenever I try to connect either garage door opener to any WiFi network, the browser hangs on, "Scanning for available networks, please wait".  All the other functions on both garage door openers perform as expected.  By the way...I live in Oro Valley if anyone from Chamberlain tech support is willing to come north.  I have a cold Barrio Blonde waiting for anyone who wants to help. :-) 
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Jason Smith

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Posted 2 years ago

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Vince Rubino

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I'm having the same issue trying to connect to a ASUS RT-AC88U.  For the record I am the CEO of a software development company, so I work with high level technology and wifi connectivity for a living. Connecting this hub to a network should NOT be this difficult????  If I can't get a resolution in the next day this thing is going back to the store.  I was able to connect every smart home device to Apple HomeKit and also Google Home with no issues until I got the MyQ!
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Han

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Well it says 802.11b/g/n only. Recently routers are mostly 802.11ac. Have you verified it? Garage door openers are old schools.
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Nickolai Borba

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I hope this helps. I had the same problem. I followed the instructions that came with it and did not work. Could not connect to the Wifi. So I resisted the device with the app and followed the instructions on the app and in conjunction with the app and the wall unit key pad it work itself out. Seems like the app was better the the page they send you to in the instructions. On my 970 unit there is a menu on the wall unit as well. That is were I was able to make the connection. Hope it helps you as well. 
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Hassan Gawad

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It is not the router. I am assuming that you used the 2.4GHz Band as it does not work on the 5 GHZ band?

I programmed mine perfectly with MyQ app, but my alarm.com cannot even see the device.
Being passed around between MyQ and Alarm.com people. No resolution :(
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Laura Windgassen

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Yeah same here tried last night and again tonight. I'm hoping their server is down or something. The website was down for awhile today. It gets stuck at the connecting to wifi part. I've tried three times now. I've confirmed it connects to my network, it's Mac address shows up on the router.
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Jason Smith

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I'm still can't connect the two garage door openers to my WiFi network.  There may be a common thread with a previous post, however.  My router is an ASUS RT-AC68U.  It's a standard WiFi router, and it isn't listed as being incompatible with Chamberlain products.  I haven't had any issues connecting any other kind of device.  At the moment I have 23 WiFi clients connected to my network...everything from Android phones, Apple iPad, Nest thermostats & smoke detectors, an Xbox, Wii, Chromecast, Amazon Echo, Fire TV Stick, and Dish Hopper set-top box.  Neither garage door opener seems to detect any of the surrounding WiFi networks from our neighbors.
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Vince Rubino

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I have a ASUS RT-AC88U and having the same issue. Every single other smart home device I've ever setup has not given me the issues the MyQ has. Unfortunately the tech support at Chamberlain for MyQ is embarrassingly nonexistent. The person I spoke to deferred me to contact the router's tech support?!? I desperately want this thing to work but it looks like it's going back to Lowe's!!!
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MyQ Community Manager

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Hi Vince, 

I'm sorry to hear that you are having trouble connecting your device. I would encourage you to contact our customer support team directly for this issue. They have the ability to run your serial number and walk you through some tests that can help you isolate the cause of the problem. Additionally, they can establish a service record so if you experience any future problems, they can refer back to what actions were taken before.

http://chamberlain.custhelp.com/app/ask/
(Edited)
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Joe Cors

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Purchased a WD1000WF this week. It's installed. I had a really difficult time programming remote keypad. Finally had to start over. I erased everything reprogrammed two remotes and keypad. I have never been able to setup internet for MYQ. I have good signal. Serial number on unit is not recognized when I try to register it online. any ideas short of calling tech support?
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Denise Adams

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We purchased a WD1000WF last week. It's installed. Key pads and remote work fine. Cannot setup MyQ because it says serial number is not recognized. We have sufficient WiFi signal. In today's world it should not be this difficult to connect a Wifi device. Does anyone know how to resolve this issue?
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Han

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Try 802.11 b/g/n. Your router is probably 802.11ac
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Wendy Carolino

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Add a new PLACE. . Rather than two devices to one place...- do two places, and give each a device.
(Edited)
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Jason Smith

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Update to my first post...I upgraded my home WiFi network to Netgear Orbi.  The WiFi in the two garage door openers will still not connect with the exact same symptoms I described in my first post.  I've given up on either door performing the WiFi functions as advertised.  I'm wondering, however, would a GIGBU Internet Gateway, or the MYQ-G0201, or the MYQ-G0202 provide Internet connectivity to my garage door openers? 
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Rick

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Jason Im having the same problem as you Im a IT Tech very up to date on all wifi
connection's on systems. I Also have two 950's just put them in. the funny thing the first one
connected to wifi fine.  The Second one i put in wouldnt but after working on the second the first one went out, now both wont hook up to wifi..   Also before i got these two openers I got a MyQ garage door opener the one that is a unit that attaches to non chamberlin garage door openers and guess what.,,, It hooked up to my wifi fine no problems but when I took it down and put up the two 950's as i said above no wifi but one once.

Also I called customer Support a week ago went through some trobule shooting no luck the teck said he would have a supervisor call me to futhur investigate the problem,no body call back its been over a week????

Also no luck registering my serial number on both units on web site??
the teck couldnt find my serial number listed even after i gave it to him??
(Edited)
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MyQ Community Manager, Official Rep

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Rick, 

I apologize for your frustration. I've emailed tech support and requested someone followup as soon as they can. 

-Lauren
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Rick

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Just an update now my wall panel has craped out it says (Press the Push Bar to activate control ) See users Manual, Ive looked from top to bottom no information
in the manual about this error. Now the wall control wont work just the remote openers?? I looked across the internet and some one said you have to replace the wall panel board to correct ???  Also Its wednesday and no call back?
(Edited)
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MyQ Community Manager, Official Rep

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Rick, 

I apologize you're experiencing this issue with your wall panel.

I understand that someone from the tech team was in touch via email yesterday.  I've let them know about the issue with your wall panel, and they'll be in touch sometime today to help you with this. 

-Lauren
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Rick

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the last email I got was on 9/23 Case 20170923-364741:
this was the second contact I had, there was no record of the first
contact on the 16th the tech stated on the 23rd but its funny he when
i told him about calling in he said was that on the 16th I said yea.??
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MyQ Community Manager, Employee

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Thanks for the Case #. Looking into this. Lauren
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Joe Flescher III

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Does anyone have an update or fix? I'm having the same issue with the main unit not connecting to the WiFi and customer service was...less than friendly/helpful.
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MyQ Community Manager, Employee

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Jon, have you tried any of these troubleshooting tips?: https://goo.gl/cbgysJ Lauren
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Joe Flescher III

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Lauren,

Yes. My first resort is never posting to a forum. At this point, it’s my last resort short of taking the unit down and returning it. I’ve tried the troubleshooting link, calling Chamberlain, everything in the manual that came with the unit, and retrying everything. I have a smart home and I’ve had zero problems connecting everything else. I am very displeased with this product. There are plenty of networks available with a strong enough signal in the garage. However, as the original poster here said, I keep getting stuck on the “Searching for Available Networks, Please Wait” screen. Just wondering if anyone has come up with a fix for this besides “call customer service”.

Joe... not Jon.
(Edited)
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MyQ Community Manager, Official Rep

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Hi Cindy - following up.  Were these troubleshooting tips helpful?  Please send an update when you have a minute.  Lauren
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Moe El-Haj

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Why are so many people (myself included) having such a hard time connecting these openers to WiFi? Every other WiFi device that I own was setup in minutes except my Chamberlain 950. It's been a year and the thing never connected to WiFi from day one. I've exchanged numerous emails with tech support (very helpful lady), but still couldn't get it to work. I just stopped replying to the emails. I still would love for the thing to work though. Chamberlain should be rethinking the way these devises connect to WiFi.

Moe.
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MyQ Community Manager, Employee

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Moe, I appreciate your patience and that you took the time to write this message. Are you willing to work with tech support again to try and solve this issue? Let me know, Lauren
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Eric Sonnier

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Same here dose not work
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Raymond Sewer

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same here I cannot figure this out it should not be this hard I have had my opener for 4 months and still having problems.  I am trying everything here why why is this so hard to come up with a easy trouble shoot.  If everyone is having this problem often you should be able to provide a step by step trouble shoot to fix this issue.  I purchased and paid more for this specific opener to have the wifi feature and it doesn't work and not very user friendly to set up.  
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Cindy Buffington

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Hello,  We got our wi-fi problem fixed by using the trouble-shooting tip page.  It connected about two days after the initial frustration.  We appreciated the help and I should have replied here a bit sooner.  Thanks so much.
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MyQ Community Manager, Employee

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Cindy, that's great news. Glad we could help. Lauren
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Moe El-Haj

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Thanks for the reply, Lauren. I am definitely willing to try again and hopefully get the opener connected.
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MyQ Community Manager, Employee

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Moe, look for an email from a customer service agent tomorrow. Lauren
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Leon Bouroujian

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Can someone tell me where I am to input the WiFi info along with password on the MyQ. I don’t see anything on the hub to enter this info
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Mark

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I created an account fine but everytime I want to add the serial number it says (This MyQ device is not connected to the internet. (311))
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MyQ Community Manager, Employee

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Mark, please try these tips: https://goo.gl/VgubhK. Let me know if these don't help so we can figure out next steps. Lauren 
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Mark

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Got it and it's working just fine...Thanks
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MyQ Community Manager, Employee

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Great news. Thanks for letting me know. Lauren
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Craig Rideout

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Hi Mark, I am having the same issue. Could you please tell me what you did to fix the problem?
thank you 
Craig
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Luke Dooley

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Hey everyone. I had this same issue. I called into support and the fix seems to be to reset the wifi memory on the opener. Press the black button between the arrows for 6 seconds (you'll hear a beep, followed by 3 beeps. once that's done, cycle the door up and down, then start the setup process again. Worked great for me after that. 
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Rick Kellogg

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I've had A myq door opener model #WD1000WFi for a year and a half, with no issues until now, it stopped working about a week ago. I have spent the DAY resetting the wifi on the opener, same thing every time it works for five minutes then looses the connection to the sever (flashing green) How could this work for so well for over a year then stop?? Flashing green means its "Connected to the router and internet, but not connecting to our server" Sounds like a server issue! So I tried the above, still same thing, the connection last for four or five (sometimes less) minutes then looses the connection to the server. 
(Edited)
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MyQ Community Manager, Employee

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Rick, I'd like to help you solve this issue. I'm going to have a customer support agent contact you at the email associated with this account. Lauren
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Rick Kellogg

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Great! Thanks. I hope they can resolve the issue. Oh, also right now the green light has become solid, and when I try to open the door from the app the APP says "No response, the garage door is not responding. Please try again" As soon as I tap on the "OK" to close the pop-up window the green light starts to blink.

Thanks for your time,

Rick

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Rick Kellogg

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Update! I received an email from chamberlain with a list of things to check in the router. I changed the WPA2 from mixed mode to just WPA2 (not mixed I guess) and I also turned on the SSID. That has solved my problem.

Thanks to all that helped

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MyQ Community Manager, Employee

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Rick, fantastic. Glad we were able to help! Please don't hesitate to reach out with any further questions. Lauren
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MyQ Community Manager, Employee

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Luke, thanks for the tip. Lauren
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John Hughan

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I have an HD950WF opener and an ASUS RT-AC88U router.  For the latter, I've discovered that firmware 3.0.0.4.380_7743 is the newest that can be used in order for the opener to maintain a stable connection.  I've now tried both of the newer firmware releases, and with each of them, the opener will disconnect within a few hours and then not reconnect.  Rebooting the router, restoring it to factory defaults, and resetting the WiFi memory will sometimes allow me to reconnect, but again only for a few hours.  Rolling the router back to firmware 3.0.0.4.380_7743 immediately restores a stable connection.  I realize that the temptation is to blame ASUS on this, but they make high-end WiFi equipment and this router uses a WiFi chipset made by Broadcom, arguably the best in the industry for router chipsets.  WiFi is their core competency, whereas for the opener, WiFi is merely an add-on.  That plus the fact that no other WiFi devices in my home have a problem on the newer firmware leads me to believe that MyQ is the problem.  Do these opener even have upgradeable firmware?  I'm not especially happy keeping my router on an older firmware since there have been important security fixes included with both of the newer releases.
(Edited)
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MyQ Community Manager, Employee

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John, I'm getting our technical support team involved to respond to your question. Look for an email tomorrow. Lauren
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Louis Anthony Martino Jr.

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I also have a Asus Rt-AC88U and cant get my 3 HD950WF openers to connect.  they were connected and working until the house lost power.  Now the openers wont connect and I tried everything.  Just now,,one opener connected and is listed in my router but not the other 2.  Please help!!
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MyQ Community Manager, Employee

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Louis, I've requested help from technical support. Please look for an email from a customer support agent after the 1st. Lauren
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John Hughan

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Louis, as a very less than ideal workaround, you can try rolling your AC88U's firmware back to version 3.0.0.4.380_7743, which you can find on ASUS's website, but Chamberlain really needs to provide a proper fix here.
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John Hughan

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Well, ASUS has released another firmware update for the RT-AC88U that fixes some important security vulnerabilities, and just like the previous 2 updates, if I install the update on my router, my HD950WF drops off the network within a few hours and then can't be reconnected, even though my literally dozens of other WiFi devices have worked just fine on all 3 of these newer firmware releases.  Look Chamberlain, you need to step up here.  I assume you're not writing your own WiFi firmware/driver and are instead getting it from whoever makes your WiFi chips, which is probably either Broadcom, Qualcomm, Atheros, or Intel.  How old is the firmware/driver release from them that you're using in the latest firmware of the HD950WF?  Can you perhaps create a firmware update for the HD950WF that incorporates the newest WiFi firmware/driver from your chipset vendor?  And while I'm at it, how do I even check what firmware version my HD950WF is running and how old it is?

Bottom line: It is unacceptable to force your customers to choose between keeping their Internet routers unpatched or having to replace either a fairly expensive garage door opener or (at least in my case) a fairly expensive router.  And despite my case about this allegedly having been escalated within Chamberlain, I haven't received an update in over a month.
(Edited)
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John Hughan

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UPDATE: Looks like the ASUS RT-AC88U issue may be resolved.  I've been trying all of the new firmware updates for that router as they've been released.  Previously I wasn't having any luck moving past the version I mentioned above, but last night I updated to the latest 3.0.0.4.384.20308 release, and the garage door opener is still connected this morning, which was never the case before.  I suppose it's possible that the garage door opener itself received a firmware update that since I last tried this, but since Chamberlain has not provided any guidance on checking the firmware version or even when the most recent firmware update was released, I don't know for certain. I'm just glad it's resolved.
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Hong Zeng

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I had similar problem as most people posted. I pressed learning button 3 times, then got WIFI with name MyQ-xxx. Once get into browser setup.myqdevice.com, click "start" it will enter infinite looping, waiting for scan my wifi network... I tried all the suggestion, solutions, trouble shooting, none of them works. Finally I figure out there are two learning buttons, one is located at the door control, the other located on the garage door opener. I think most people who got infinite waiting for scanning pressed the learning button at door control, like me did. But if you try to reset everything, start by pressing learning button at the garage door opener, it will works immediately.
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MyQ Community Manager, Official Rep

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Hong, we appreciate you sharing how you found your solution. Let us know if we can provide additional assistance. Thanks, Chuck
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Logan C

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I'm not getting anywhere with the phone support. Nobody seems to believe I know the password to my network.
My best guess is that my Linksys AC1750 firmware version 1.0.7.181820 (latest) is not compatible with the opener. I'm trying a Netgear range extender to get around this but have had no luck. I have never been able to get it to connect to either WiFi networks. Just getting the prompt to show up where the opener asks what network to join is a miserable process.
I don't have a learn button on my door control, only on opener.
Model HD950WF
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PH Mock

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I have model 8587W trying to connect to WiFi.  The setup only goes as far as seeing the MYQxxx on my wifi network selections.  After choosing that for the WiFi, and then following the instructions to enter web address,  "setup.myqdevice.com," on my Apple 7-Safari, the phone cannot connect to the web address.  Those are the instructions as I read them from the manual.  Am I missing something here?  My router is an Apple airporter.
(Edited)
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PH Mock

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John, your suggestion to use the laptop to connect to setup.myqdevice.com worked immediately, using the wall panel WiFi setup routine.  After the opener was connected to my home WiFi account, I also had to add the device to the myq account using the laptop, as it would not find the device with the smartphone APP.  After the device was added through the laptop (myliftmaster.com), it immediately showed up on the APP and it works great.   Thanks for your help.  Lift Master should add this routine to the online instructions.
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MyQ Community Manager, Employee

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PH and John, we appreciate you sharing this with the MyQ Community. Glad to hear you found a successful resolution. Thanks, Chuck
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PH Mock

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Chuck, I also suggest that LM add the serial # to the manual somewhere.  It wasn't on mine.  Also, Trying to register this device on-line, it won't accept the state of Washington as part of the address - a software error somewhere. Guess I'll have to mail it in.  Thanks, PH. 
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MyQ Community Manager, Employee

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PH, thanks for letting us know. We'll look into that and share this information with our team. -Chuck
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Thuc Miyashiro

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John and PH Mock....thank you very much for posting here.

I was getting very frustrated with connecting my LiftMaster Wall Mount Wi-Fi Garage Door Opener 8500W as none of the suggestions on the myQ app was working (reset router, power down garage opener, moving router/moving WiFi extender, etc...).  I googled this topic “myq garage door opener not connecting to wifi” and this thread was the second topic that came up.

After scrolling through all of the above comments, I came across John’s description of the “smart phones being too smart” and it seemed like the issue I was dealing with as I was getting “frozen” when switching from being on the myQxxx WiFi and switching back to my home WiFi.  I did exactly as John suggested and as PH Mock did and lo and behold, the device appeared on my iPhone myQ app.  I was able to create a log in and password before all of these issues came up so after being able to connect the device to the WiFi network via the laptop, I was able to sign in on myliftmaster.com (thanks PH Mock for describing this as I would’ve been stuck at this point) and then added the device on the laptop.  From the laptop, on myliftmaster.com, I was able to open and close the garage door and view the history of my garage door so knew that it was working via WiFi.  However, it still didn’t appear on myQ app.  When connecting back and forth from the myQxxx WiFi and my home WiFi, I was losing internet connectivity on my iPhone.  Once I turned off my WiFi on the iPhone and turned it back on and reconnected to my home WiFi, the device appeared on myQ app on the iPhone.  Voila!

I am not much of a software guy but am fairly handy and technical so I would think that this should be much easier than it ended up being.  I think that LiftMaster/Chamberlain could do a better job than this.  Regardless, it now seems to work and am happy that I no longer have to drive back to my house to make sure my garage door is closed.
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Rick

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It is mind boggling that this issue still persist. I moved my router to another location and now my garage doors want connect to wifi. I have over 30 other devices connected but MYQ want. I have been on the phone with tec support all day with solution.
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Rick

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I figured it out. I think someone else posted this earlier. After deleting  my places in the App and then adding them as new places re-entering there serial numbers and so on seemed to have been the trick.