Door shows offline, will not connect to phone

device-setup
wifi
Tags: #<Tag:0x00007fad6f752aa0> #<Tag:0x00007fad6f752960>

#1

The device worked for the first few days, then has been a complete headache. It went offline all the time. So I just unplugged it. I’m mad that I spent money on this thing and feel there is no customer service. I decided to give it another go. Tried to install/uninstall the software. Still shows offline. Tried to add the door again. Phone shows the door but when I click on it, the box on the phone app flashes several times then says retry in listen mode, which I have done a number of times. Can someone assist?


#2

Steven,
There is customer service and you’re in the right place to receive it. Also there is no need to get mad: if you’re not satisfied for any reason, you can just return your unit.

Now can you tell more about “app flashes several times then says retry” part? Can you send a screenshot, I’m not positive where in the app you experience it.


#3

Thank you for the quick response. Usually I look for customer service in the form of a phone number, email, or chat - not posting to a message board. So that is a bit confusing. Amazon will not let me return it.

Like I mentioned, it worked for a while, although if I shut the door from the app and opened from the button in the garage, the app would still show the door down.

I stopped using it for a while but really would like it to work. The door shows offline on the phone app. I tried to add the door again, it shows up when I seach for doors. When I click on the door, I get the first image attached, flashing several times before the 2nd attached image shows up. Thoughts?


#4

No worries, I’ll do the exchange for you.

Before we proceed with that, please try running the setup from some other device (other phone using a native app or WiFi enabled computer using web interface).


#5

I just tried from my laptop and it will not work either. What are you proposing for next steps?


#6

I’m sending you RMA details in PM.