Chamberlain MyQ User manual

Commercial Door Operator
Troubleshooting Guide
LiftMaster
845 Larch Ave. Elmhurst, IL 60126
LiftMaster.com/MyQ-CDO

If issues are experienced when adding a LiftMaster®Internet Gateway, Logic 5.0 Commercial Door Operator or MyQ®
Lighting Device to a MyQ account, please review the troubleshooting topics below:
CONNECTION ISSUES
Problem:
If the Internet Gateway’s green LED is not illuminated or blinking, the Internet Gateway is not connected to the Internet.
Solution:
There are a few different reasons an Internet Gateway will not successfully connect to the Internet:
 • Anincompatiblerouter
 • Arouterconfigurationsetting(e.g.MACaddressfiltering)
 • Anetworksecurityappliance(firewall)
Problem:
Green LED on the Internet Gateway is off
The router is not providing an IP address to the Internet Gateway.
Solution:
Verify power to the Internet Gateway. Disconnect and reconnect power to the Internet Gateway. Blue and green LEDs
should blink on and off a few times when the Internet Gateway is initially powered.
Check the Ethernet cable connections between the Internet Gateway and router or network switch. Confirm the
router is operating.
Check if the router is incompatible with the Internet Gateway. Go to LiftMaster.com/MyQ-CDO and look for the
Commercial Door Operator MyQ Incompatible Router and Switch Guide.
Connect the Internet Gateway to a different LAN port on the router.
Determine if a router setting is preventing the Internet Gateway from obtaining an IP address (e.g. MAC address
filtering, firewall settings).
•Review the router’s settings and manual.
•Router must be set to DHCP to provide an IP address to the Internet Gateway.
•The Internet Gateway requires UDP port 80 to have a UDP timeout of 180 sec or greater.
Reset the router. Disconnect power to the router for 30 seconds. Reconnect power to the router. Wait up to 5 minutes
after the router is active to determine if the green LED on the Internet Gateway is illuminated solid or blinking.

CONNECTION ISSUES (CONTINUED)
Problem:
Green LED on the Internet Gateway is blinking
If the green LED on the Internet Gateway is blinking, the Internet Gateway has obtained an IP address from the router, but
the Internet Gateway is not connecting to the MyQ Server.
Solution:
Determine if a router setting (e.g. firewall setting) is preventing the Internet Gateway from communicating with the
Internet.
• Reviewtherouter’ssettingsandmanual.
• TheInternetGatewayrequiresUDPport80tohaveaUDPtimeoutof180secorgreater.
Determine if a network security appliance (firewall, e.g. SonicWALL®, ZyWall) is installed.
• DetermineifthenetworksecuritysettingsarepreventingconnectionoftheInternetGatewaytotheInternet.
• TheInternetGatewayrequiresUDPport80tohaveaUDPtimeoutof180secorgreater.SonicWALL®’sUDP
timeout must be adjusted to be 180 sec or longer for both inbound and outbound data traffic.
SonicWALL®Fire Wall
MyQworkaroundforaSonicWALLNetworkAppliance.
Problem:
TheproblemslistedabovearecausedbySonicWALL’sfactorydefaultUDPconnectiontimerbeingsetto30secondswhich
closes the Internet Gateway connection to the server after the Internet Gateway enters its sleep state and reduces
communication to the server to once every 60 seconds. When this occurs, the Internet Gateway will take up to 2 minutes to
recognize the connection to the server is lost before trying to re-establish connection. The process will continue to repeat.
WhenaMyQdeviceisbehindaSonicWALLNetworkAppliance,thefollowingMyQappperformanceissuesmayoccur:
1. Difficulty controlling a MyQ device through the MyQ app.
2. ManualoperationofaMyQdevicemaynotchangestateontheMyQapp(commercialdoorisclosedbypressing
wallcontrol,butappshowsdooropen).
3. Upon power cycling of an Internet Gateway the app will work for a brief period of time and then enter a non-working
state.
Solution:
TheSonicWALLUDPconnectiontimershouldbechangedto120secondsorgreater.LiftMasterrecommendsaminimum
value of 180 seconds. The timer must be changed in multiple locations.
1. The default UDP timer should be changed, which will change the UDP connection timer for any new rule
madetotheSonicWALL.
2. AnycurrentLAN->WANrulesmusthavetheUDPconnectiontimeoutupdatedmanually.Set“DefualtUDP
ConnectionTimeout(seconds):”to“360”andset“UDPConnectionInactivityTimeout(seconds):”to
“360”.

MYQ ACCOUNT ISSUES
Unable to add more than one MyQ Device to a MyQ Account:
PriortoaddingMyQdevices,anaccountmustbeestablished.Anaccountcanbecreatedbyvisiting
www.myliftmaster.comorbydownloadingtheMyQAppfromasmartphoneortabletappstore.
For optimal performance of MyQ, a max of 32 devices can be added per account. Up to sixteen MyQ devices may be added
to one Internet Gateway, model 828LM. If more than sixteen MyQ devices are required, additional Internet Gateways can be
installed and added to the same MyQ account.
MyQ provides the ability to monitor commercial doors and lighting devices at more than one location from the same
account. To monitor commercial doors at more than one location, additional Internet Gateways will be required.
AnilluminatedblueLEDwillbesolidonanInternetGatewaywhenoneormoreMyQdevices(commercialdooroperator,or
lightcontrol)arepairedtoanInternetGateway.TheblueLEDwillnotilluminateifnoMyQdevicesarepairedtotheInternet
Gateway.
NOTE: A MyQ device can only be associated (added) to one MyQ account.
If a MyQ device fails to add to a MyQ account, please review the troubleshooting steps below:
If a Popup error message appears on the MyQ app, verify the MyQ device is not already associated with another MyQ
account.Ifthe“adddevice”processtimesoutafterthreeminutes,theMyQdevicemaynotbeintheprogramming/learn
mode or may be out of range of the Internet Gateway.
Sample error message that may be encountered:
Noresponse,CDOisnotresponding.Pleasetryagainlater.
Problem:
Unable to add a MyQ Enabled Commercial Door Operator to a MyQ account.
Solution
1. Confirm the Internet Gateway is powered and the green LED illuminated and solid.
2. Confirm the Internet Gateway is added to the MyQ account.
3. ConfirmtheMyQdeviceisintheprogramming/learnmode.SeetheCommercial Door Operator MyQ Frequently
Asked Questions Guide for programming instructions.
4. Confirm the signal from the Internet Gateway can reach the MyQ enabled commercial door operator. Depending on
obstructionstheaveragerangefromtheInternetGatewayisbetween300to600feet.Aretheretoomanywalls
between the Internet Gateway and the commercial door opener or lighting device?
To test a MyQ enabled commercial door operator, program a remote control to the operator and stand near the
Internet Gateway. Test if a remote control can operate the MyQ enabled commercial door operator. If necessary
relocatetheInternetGatewayclosertotheMyQenabledcommercialdooroperatorusingalongerCAT5cableor
higherqualityEthernetcable(upto100feet).
5. Confirm the antenna is installed on the commercial door operator. The antenna is included inside a poly bag on the
operator cover along with the installation manual, user guide and quick start guide.
6. MyQ enabled devices communicate using a 900 MHz radio signal. Electronic devices in the same area of the Internet
Gateway or MyQ devices may create a range issue. Some troubleshooting options include powering down or
relocatingother900MHzproducts(900MHzcordlessphone,etc.)intheareaoftheMyQdevicecausingthe
interference.

MYQ ACCOUNT ISSUES (CONTINUED)
Problem:
The MyQ Enabled Commercial Door Operator will not respond to the app.
Solution:
1. Confirm the green LED on the Internet Gateway is illuminated and solid. If the green LED is not illuminated or
blinking, see Connection Issues.
2. For a MyQ enabled commercial door operator, confirm that the operator is powered up and fully operational. Control
the MyQ enabled commercial door operator from a remote control or wall-mounted door control.
3. Confirm the MyQ enabled commercial door operator is set to a wiring type which allows control of the operator from
theMyQApp,seebelow:
4. ConfirmtheMyQenabledcommercialdooroperatorhasbeenaddedtotheMyQaccount(acommercialdoorimage
shouldbepresentonthePlacesscreenoftheapp).
5. Confirm the signal from the Internet Gateway can reach the MyQ enabled commercial door operator. Depending on
obstructionstheaveragerangefromtheInternetGatewayisbetween300to600feet.Aretheretoomanywalls
between the Internet Gateway and the commercial door opener or lighting device?
To test a MyQ enabled commercial door operator, program a remote control to the operator and stand near the
Internet Gateway. Test if a remote control can operate the MyQ enabled commercial door operator. If necessary
relocatetheInternetGatewayclosertotheMyQenabledcommercialdooroperatorusingalongerCAT5cableor
higherqualityEthernetcable(upto100feet).
6. MyQdevices communicate using a 900 MHz radio signal. Electronic devices in the same area of the Internet
Gateway or MyQ enabled commercial door operator may create a range issue. Some troubleshooting options include
poweringdownorrelocatingother900MHzproducts(900MHzcordlessphone,etc.)intheareaoftheMyQ
enabled commercial door operator causing the interference.
ERROR CODES
Problem:
TheMyQAppdisplaysanerrorcode.
Solution:
See the Commercial Door Operator MyQ Error Code Guide for more information.
For more information contact LiftMaster Technical Support at 1-800-528-2806.
Wiring Type Action from MyQ App
B2, T, TS, and FSTS will open and close the door
C2 and E2 will open but will not close the door
D1 will not open or close the door
NOTE: If a MyQ enabled commercial door operator is programmed with a
mid-stop. The MyQ app will open a fully closed door to the mid stop. The MyQ
app will update and show the MyQ enabled commercial door in the mid-stop
position. The next MyQ app command will close the MyQ enabled commercial
door.
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