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MyQ from Chamberlain

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Valued Contributor

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?

Valued Contributor

Re: MyQ from Chamberlain

Looks like it fixed itself!
Official Employee

Re: MyQ from Chamberlain

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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Contributor

Re: MyQ from Chamberlain

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

Re: MyQ from Chamberlain

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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Contributor

Re: MyQ from Chamberlain

Thanks, looking forward to it!

Official Employee

Re: MyQ from Chamberlain

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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Contributor

Re: MyQ from Chamberlain

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

Re: MyQ from Chamberlain

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


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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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Contributor

Re: MyQ from Chamberlain

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

Re: MyQ from Chamberlain

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


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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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Contributor

Re: MyQ from Chamberlain

Sounds good, I look forward to it!

Valued Contributor

Re: MyQ from Chamberlain

And the issue is back