If the garage door does not open or close remotely
Verify the device sending the command has Internet access
To verify the device has Internet access, open a web browser (e.g., Edge, Google Chrome, etc.) and navigate to a website (e.g., www.alarm.com). If the website opens, the device has Internet access. If the website is unable to open, the device needs to be reconnected to the Internet in the device's settings.
Test whether the garage door can open or close at all
- Use the garage door's wall button to verify that it can open and close manually. If the garage door does not function at all, contact the garage door manufacturer for assistance.
- After opening or closing the garage door, log into the Alarm.com app or Alarm.com customer website and verify that the garage door is reporting the correct status.
- For LiftMaster MyQ Accessories, verify that the device's location has a consistent Internet connection. LiftMaster MyQ Accessories (i.e., MyQ Smart Garage Hub and MyQ Internet Gateway) rely on Internet access for it to be successfully controlled using the Alarm.com app. A solid green LED light on the LiftMaster MyQ Accessories indicates that it has an active Internet connection.
If the garage door can open remotely but not close remotely
If remote commands open the garage door but are unable to close the garage door, verify that the garage door operator's safety sensors are aligned and not blocked.
Note: Safety sensors are required for all garage doors that are compatible with Alarm.com. These sensors ensure the safety of anyone that may be in the path of the garage door when it is closing. If the sensors are misaligned or blocked, the garage door cannot close.
For further troubleshooting, contact your service provider.