Garage Door Corporation has now had several Liftmaster model 8550w Myq belt drive with battery backup and wi-fi which are not recognized by the Liftmaster MyQ servers. The problem is that when a customer tries to setup MyQ for smart phone access (Android, IPhone, browser) one of the first steps after creating the online account is to enter your MyQ serial number. The Liftmaster server reports that it does not recognize the serial number entered. After checking with Liftmaster support in Tucson, AZ it was determined that this is a known problem which they are trying to resolve. It appears that some MyQ serial numbers were not properly loaded after the units were produced. According to a supervisor there is no way to know if your unit will have the problem or not. The units which we had trouble were primarily manufactured in Dec 2015. We were told last month when we had the first problem that it would almost certainly be the only defective unit we would encounter -- unlucky us as we have had 3 so far.
The ONLY solution at this time is to replace the logic board. The replacement board will have a different MyQ serial number. We suggested adding the affected serial numbers to the data server which would eliminate the need to replace the logic board but were told that is not possible at this time. The disadvantage to replacing the logic board is that all settings for initial installation must be repeated. This includes setting the up and down travel limits, setting the open and close force settings, programming remote transmitters, homelink and keyless entry, resetting any changes the customer has made from the wall console (ie light settings, language, time, timer to close, etc). This is not practical for the average homeowner to perform.
We believe that Liftmaster should supply dealers with replacement logic boards so that the installing technician can have one available in case the problem occurs. Since the date codes and model of the affected units (yes I mean other models with wi-fi too!) cannot be provided to the dealers, Liftmaster should advance replacement boards to the Authorized dealers to reduce the need for a second trip. Some customers do not try the wi-fi setup at installation but rather at a later time. We suggest that any customer who intends to use the wi-fi MyQ capabilities do the setup at initial install to ensure that the serial number is recognized. Dealers who must return to for a second trip to resolve this manufacturing defect should be compensated for their time. To date we have not been offered any compensation for the units which we have found with the problem.
Garage Door Corporation is a Liftmaster Authorized Dealer serving N/NW Chicago and suburban Illinois. For further details visit our website at www.gdcorp.com