If a Garage Door Controller shows as Offline, does not respond to commands, or does not report state changes (open/close), there are some basic troubleshooting steps you can perform.
Troubleshooting an Offline or Unresponsive Garage Door Controller:
To troubleshoot an offline or unresponsive Garage Door Controller, follow these steps:
Check the hub to ensure it is online (the LED should be green)
If the hub is not online, refer to our How Do I Troubleshoot an Offline Hub? article
Check that the Garage Door Controller is receiving power
Ensure the controller’s power supply is securely plugged into the wall outlet as well as the controller itself
Try plugging the controller into a different outlet if you feel the outlet itself is not supplying power
Power cycle the Garage Door Controller
Unplug the controller
Wait ten seconds
Plug the controller back in again
Check the Garage Door Motors connections
Ensure the two wires coming from the Garage Door Controller are securely attached to the Garage Door Motor’s switch connections
Reboot the hub
Refer to our How Do I Troubleshoot an Offline Hub? article
Contact our support team
If the Garage Door Controller is still offline or unresponsive, please reach out to our support team anytime using the details listed below
Troubleshooting an Unresponsive Garage Door Controller Sensor:
The Garage Door Controller comes with its own wireless door sensor to report the state of the garage door. If this sensor is not reporting open or close states, follow these troubleshooting steps:
Check the sensor’s mounting
The sensor should be securely mounted vertically on the garage door itself with the arrow pointing Up
Check that the sensor is receiving power
Ensure the battery tab has been removed
Replace the sensor’s battery
Power cycle the sensor
Remove the sensor’s battery
Wait ten seconds
Re-insert the battery
Contact our support team
If the Garage Door Sensor is still unresponsive, please reach out to our support team anytime using the details listed below