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MyQ
®
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 MyLiftMaster.com or by downloading the MyQ
app from a smartphone or tablet app store.
• Up to sixteen MyQ devices may be added to one Internet Gateway (828LM). If more than sixteen MyQ devices are required, additional Internet
Gateways can be installed and added to the same MyQ account. For optimal performance of MyQ, the maximum number of devices added per
account should not exceed 32.
• MyQ provides the ability to monitor and control MyQ-Enabled Gate Operators at more than one location from the same account. To monitor and
control MyQ-Enabled Gate Operators at more than one location, additional Internet Gateways will be required at each location.
• An illuminated blue LED will be solid on an Internet Gateway when one or more MyQ devices (gate 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 pop-up error message appears on the MyQ app when attempting to add a device, 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, gate operator is not responding. Please try again later.
PROBLEM
Unable to add a MyQ-Enabled Gate Operator to a MyQ account.
SOLUTION
• Confirm the Internet Gateway is powered and the green LED illuminated and solid.
• Confirm the Internet Gateway is added to the MyQ account.
• Confirm the MyQ-Enabled Gate Operator is in the programming/learn mode.
• Confirm the signal from the Internet Gateway can reach the MyQ-Enabled Gate Operator. Depending upon 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 gate operator?
To test a MyQ-Enabled Gate Operator, program a remote control to the operator and stand near the Internet Gateway. Test if a remote control can
operate the MyQ-Enabled Gate Operator. If necessary, relocate the Internet Gateway closer to the MyQ-Enabled Gate Operator using a longer CAT5
cable or higher quality Ethernet cable (up to 100 feet).
• Confirm the antenna is installed on the gate operator. The antenna is included inside a poly bag on the gate operator cover along with the
installation manual, user guide and quick start guide.
• 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.
