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joey12volt
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Problem Solver

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166 Messages

Tue, Feb 23, 2016 3:00 PM

MyQ from Chamberlain

As of a few hours ago, I have been unable to control the garage door from the XHS App..  I can use the MyQ app just fine.  Getting error # 701999

 

Anyone else?

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Accepted Solution

joey12volt

Problem Solver

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166 Messages

5 y ago

Looks like it fixed itself!

Official Employee

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2.3K Messages

5 y ago

Hi joey12volt --

 

We did experience an issue with Chamberlain during the time you posted.  It is now resolved -- thank you for reaching out and updating us.

 

Thanks, 

 

Rachel

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Regular Contributor

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78 Messages

3 y ago

Hi,
I just had Xfinity Home installed yesterday, and while I was able to easily connect it to my existing MyQ device for my garage door, I have noticed that I'm receiving the same error (701999) only when closing the garage door from the Xfinity Home app - it works fine from the Chamberlain app. Opening the door from either app works fine. The door is physically closing when I send the command from the Xfinity app, but what seems to be happening is there's a timeout, and the app isn't retrieving the closed status from MyQ within a required time frame - IE, let's say Xfinity Home expects that status within 30 seconds and it's taking 35 seconds on the MyQ end. The end result is after I dismiss the error, the garage door status continues to say Open on the Xfinity app for a little while until it refreshes the status from MyQ and properly shows closed. I'd be happy to work with someone from Xfinity on confirming if that's actually what's happening or if there may be another cause.

Official Employee

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2.3K Messages

3 y ago

commodore_dude -- 

 

Thanks for reaching out.  I was able to pull up your account & share with engineering to troubleshoot.  I will reach out when I have more information!

 

Thanks!

Rachel

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Regular Contributor

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78 Messages

3 y ago

Thanks, looking forward to it!

Official Employee

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2.3K Messages

3 y ago

commodore_dude --

 

I've been working with engineering to troubleshoot.  We do see those 701999 errors you called out near the timeframe you first posted.  We believe there might have been an issue occurring around that time -- Are you still experiencing this issue currently?

 

Thanks!


Rachel

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Regular Contributor

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78 Messages

3 y ago

Hi Rachel,
Unfortunately I am still seeing the same issue. Door physically closes properly, error 701999 pops up, within 30 seconds or so the Xfinity Home app properly shows the door as closed.

Official Employee

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2.3K Messages

3 y ago

commodore_dude --

 

Can you please try disconnecting your Chamberlain account from the Xfinity Home app & then reconnecting?  I've included two help articles that detail the steps to do so.

 

https://www.xfinity.com/support/articles/disconnect-chamberlain-liftmaster-garage-door-opener
https://www.xfinity.com/support/articles/connect-chamberlain-myq-garage-door-opener-xfinity-home

Thanks!

Rachel

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Contributor

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78 Messages

3 y ago

Hi Rachel, I disconnected my account through the Xfinity Home app, waited a bit, re-registered as if it was a new account, and the same issue is still occuring.

Official Employee

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2.3K Messages

3 y ago

commodore_dude --

 

Thanks so much for continuing to work with us to troubleshoot.  We are making some updates that will be included in an upcoming app release that should help address this issue.  I'd like to check back in with you then to see if this is able to improve your experience.

Rachel

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Contributor

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78 Messages

3 y ago

Sounds good, I look forward to it!

joey12volt

Problem Solver

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166 Messages

3 y ago

And the issue is back

Visitor

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1 Message

1 m ago

How come I can’t link myQ to my xfinity home app?

Official Employee

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159 Messages

Greetings! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues connecting your myQ, but you have definitely come to the right place for assistance.

 

Can you tell me a little more about what's happening? As far as I recall, I had to select "Xfinity" as my provider in the myQ app, and then I was able to open the Xfinity Home app and add it as a new automation device. Are either of those options missing for you, or do you get some sort of error message when you try to connect?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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