Setup Troubleshooting Guide

sensor-setup
client-apps
account-setup
device-setup
wifi
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#1

Troubleshooting of the new setup

Please use this guide to diagnose and resolve the typical initial setup issues. Not finding the solution here? No worries, we’ll get it figured out! Please search the community board and join the existing discussion or post a new one.

While Setting Up Account

No LED indications
Make sure the micro USB connector is inserted all the way in. Try powering up from alternative USB source and using different micro-USB cable. If the power is not coming back or the connection is intermittent, then contact us about the replacement.

LED is not blinking dark blue
Press and hold “M” button for about 3 seconds to activate the listening mode. Hold for over 10 seconds to delete any previous WiFi settings saved in the unit. The reset will be confirmed by the burst of quick blue blinks.

No PHOTON-XXXX WiFi network or unable to connect to it
Make sure LED is slowly blinking blue. Make sure you switch from application when instructed and look for PHOTON-XXXX WiFi in system’s WiFi configuration. Try getting your mobile device closer to Garadget or try different mobile device.

My WiFi networks is not listed
The signal may be too weak. Get Garadget closer to the router to confirm. If you use dual-band router, make sure 2.4GHz hot spot is enabled. If the router supports Beamforming feature which needs to be disabled for the duration of the setup.

Setup process couldn’t configure the WiFi credentials
Please make sure your WiFi’s SSID and password do not contain any non-ASCII or non-printable characters (e.g. á, ä, ñ etc.)

LED is fast blinking green
Garadget is unable to connect or login to the WiFi network. Confirm WiFi network password by testing it from another mobile device. Restart the setup process with the correct WiFi password. Make sure the network name doesn’t contain special characters such as apostrophes and uses WPA/WPA2 security protocol (WEP is not secure).

Setup process doesn’t complete with exclamation mark and failed WiFi error message
Please login to your WiFi router’s administrative interface and set the channel width setting set to 20MHz. After that repeat Garadget setup attempt.

LED is fast blinking cyan
Garadget is unable to connect to server. Make sure there is Internet access from your local network. Some network may have restricted online access. Make sure Garadget’s address and port (TCP 5683) are white listed.

If there’s a red blink between the cyan blinks, then the encryption key on the device needs to be refreshed. The process is a bit technical so feel free to request an exchange if you prefer not to handle it. The steps involve

LED is slow pulsing cyan but the device is not in the list
Reset the unit by pressing “R” button, wait for it to reconnect and refresh the device list in app. Try logging out of the account and logging back in again. If that doesn’t resolve the issue try restarting the setup process from within your new account (add device) making sure there is a reliable unrestricted Internet connection from your network and on your mobile device.

App crashes or doesn’t work ask expected
Please check the marketplace for the updated version. If issue persists, please use in-app crash reporting feature to help us fix the problem. Check that the unit is configured with the valid settings (next solution). Also check community board to see if the problem is being addressed and what is the workaround. The web interface is always available as a backup.

Garadget shows in the account but does not work right
If there is no laser pulses or door motion animation takes too long or the name of the door appears as the strange characters or there are other unexpected effects, please login to the web interface and set the configuration to the following defaults:

In settings:

Scan Period = 1s
Sensor Reads = 3
Sensor Threshold = 10
Door Motion Time = 10s
Relay On Time = 0.3s
Relay Off Time = 1s

In alerts:

State alerts = all disabled
Timeout Alert = set 20min and then disabled
Night Alert = set to 10pm-6am, US Mountain and then disabled

After the default settings were successfully saved, you can change them to your preferred values. The information about settings and alerts can be found here.

While Installing Controller

Device is not reporting the closed state when door is closed
Verify that the laser is blinking and hitting the reflective tag. If the reflection value in the settings is below 50%, adjust the threshold to about half of that value. If the reflection is lower than 20%, see the discussion about the ways to improve the sensor reliability.

Door control commands are not working
Using a piece of conductor electrically connect the two screws in the blue terminal in the back of Garadget. If the wiring is correct, doing this should activate the door in the same way as when the wall button is pushed. If there is no motion then either wiring is incorrect or your opener does not support a simple wall button option. See these topics for the work around relying on use of a spare remote.

Door moves for about a second then stops
The status of the door needs to be synchronized with Garadget. Close the door using wall button and make sure it is reported by the client app as “Closed”.

Following the Successful Setup

I started receiving multiple false open/closed state notifications
Please check that the laser is still pointed at the center of the reflective tag when door is fully closed. Verify that the laser and photo-sensor openings are free of webs or other obstructions and the release rope is not in the way. Check the reflection rate in the settings and make sure it is higher than the threshold by at least 10-20. Decrease the threshold setting if necessary. Default threshold setting is 15, confident reflection values are 50+.

I’m receiving multiple false open/closed door state notifications during the day, but never at night
Bright ambient light conditions in your garage may degrade Garadget’s sensor sensitivity. Take note of the reflection rate reported by the app while this happens and set the threshold value at half of that value. See troubleshooting for “Device is not reporting the closed state” above for improving the reflection rate if it’s too low.

I’m receiving multiple false open/closed door state notifications for a single open or close event
This can happen if the laser hits the highly reflective surfaces on the door when it moves or an objects get in the way of the laser close to the device. This issue can be addressed by covering reflective surfaces with dark non reflective tape and/or by increasing the threshold value in settings.

I’m receiving frequent offline notifications
If your unit is equipped with the external antenna, make sure it is straight and doesn’t run close or touches other wires or metal surfaces. If door opener has a metal housing it may be blocking the signal; consider moving your unit to other location near by. Adding a local WiFi range extender or the external antenna may improve the connection stability. If re-connects happen at the constant interval, configure a reserved IP address for your unit in your router’s DHCP settings. If re-connects coincide with other appliances use nearby, consider increasing the distance from the source of the interference.

The range of my wireless remote has degraded
Some wireless controllers operate on the same frequency band as WiFi so there is a possibility of interference with Garadget’s radio. Please try moving your unit further away from the opener’s antenna.

App reports device as "offline"
Try the solution from the list above matching the LED color pattern displayed by Garadget. For the verification, login to the web interface to confirm the status. Additionally check Particle Cloud status - the provider of online services for Garadget, to see if there are any ongoing issues.

The app reports the status incorrectly and generally unresponsive
Make sure the unit and the client device have reliable Internet connection. For diagnostics, temporarily enable offline alerts and monitor the notifications. If issue persists try web app to see if you get the same results. Please keep in mind that there is a short connection interruption when your device reconnects between the cellular data and your local WiFi when departing or arriving.


The RED laser beam is dead
Warranty, Repairs, Exchanges and Returns
#4

A post was split to a new topic: IFTTT door list not loading


#5

Just an FYI, I had an issue getting the device to complete setup on my network. Garadget suggested broadcasting my SSID during the setup. This did the trick for both of my garadget units. The broadcast only needed to be turned on during the setup phase. After the garadget devices were set up, they were able to reconnect to the network after turning off broadcasting.


#6

Laser moves around, frequently missing the reflective disk.

I was having this problem and finally realized why it was happening. I have a Marantec opener which has an uneven, curved bottom. To avoid the hanging release rope, I had to mount off center, to the side. The adhesive wasn’t flat to the surface of the opener, so the vibration caused the laser to move around.

Solution was, larger target area. Unfortunately, I was suckered in by the cheap price on Amazon of the Whitelotous 2 x 120 Inch Reflective Tape Conspicuity Diamond Grade Tape. After waiting 17 days for delivery, I found the reflectivity to be inadequate. I believe it to be engineering grade, ASTM Level I reflectivity.
Then I did more research and found an ASTM Level IV reflectivity tape: “XFasten Reflective Tape, White and Silver, 2 Inches by 5 Yards.” It is identical to the appearance and reflectivity of the disk that comes with your Garadget. Now I have about one square foot of r flective target and have had no problems since.