LiftMaster RSL12U RSL12U Troubleshooting Guide Manual - Page 30

MyQ® TROUBLESHOOTING MyQ® If issues are experienced when adding an Internet Gateway, a LiftMaster Gate Operator or light control to a MyQ® account, please review the troubleshooting topics below. CONNECTION ISSUES PROBLEM If the green LED on the Internet Gateway is not illuminated or blinking, the Internet Gateway is not connected to the Internet. SOLUTION There are a few different reasons an Internet Gateway will not successfully connect to the Internet: • An incompatible router • A router configuration setting (e.g. MAC address filtering) • A network security appliance (firewall) PROBLEM Green LED on the Internet Gateway is off. The router or network switch is not providing an IP address to the Internet Gateway. SOLUTION • Verify power to the Internet Gateway. Disconnect and reconnect power to the Internet Gateway. The blue and green LEDs should blink on and off a few times when the Internet Gateway is initially powered. • Check the Ethernet cable connections between the Internet Gateway, router, or network switch. • Confirm the router or network switch is providing a connection to the Internet. • Check if the router or switch is incompatible with the Internet Gateway. Go to LiftMaster.com/MyQ-PAS and look for the Incompatible Router and Switch section. • Connect the Internet Gateway to a different LAN port on the router or network switch. Determine if a router setting is preventing the Internet Gateway from obtaining an IP address (e.g. MAC address filtering, firewall settings). • Review the router's settings and manual. • Router must be set to DHCP to provide an IP address to the Internet Gateway. • The Internet Gateway requires UDP port 80 to have a UDP timeout of 180 seconds or greater. Reset the router. Disconnect power to the router for 30 seconds. Reconnect power to the router. Wait up to 5 minutes after the router is active to determine if the green LED on the Internet Gateway is illuminated solid or blinking. PROBLEM Green LED on the Internet Gateway is blinking. If the green LED on the Internet Gateway is blinking, the Internet Gateway has obtained an IP address from the router, but the Internet Gateway is not connecting to the MyQ® server. SOLUTION Determine if a router setting (e.g. firewall setting) is preventing the Internet Gateway from communicating with the Internet. • Review the router's settings and manual. • The Internet Gateway requires UDP port 80 to have a UDP timeout of 180 seconds or greater. Determine if a network security appliance (firewall, e.g. SonicWALL®, ZyWall) is installed. • Determine if the network security settings are preventing connection of the Internet Gateway to the Internet. • The Internet Gateway requires UDP port 80 to have a UDP timeout of 180 seconds or greater. SonicWALL's UDP timeout must be adjusted to be 180 seconds or longer for both inbound and outbound data traffic. See SonicWALL Fire Wall section for more information. 29