Question 1

Where can I find installation instructions online?

Accepted Answer

The 1-Door wireless retrofit kit installation instructions are here.

Question 2

Are there any videos that show how to install this product?

Accepted Answer

The 1-Door wireless retrofit kit installation video is available here.

Question 3

How do I set up the 1-Door Retrofit Kit?

Accepted Answer

1.     Add a Device -  Click on the + sign on the home screen, then select add a gate / door.2.     Device Selection – Select 1-door retrofit kit from the list3.     Physical Installation Instructions – follow the instructions to mount the hub and the door sensor.  The door sensor must be mounted to the door to complete setup.4.     Setting Up the Hub - Press Wi-Fi button until the device beeps. The Wi-Fi LED will begin flashing blue, indicating that Bluetooth is in pairing mode.5.     Connecting the Hub to the app via BT - The mobile application securely connects to the hub using Bluetooth.  It is unlikely that more than one retrofit kit is in pairing mode at the same time, however, if the app detects more than one hub, the app will list the BT ID. The Bluetooth ID is eDCM87_XXXXXX, where XXXXXX is a 6-digit code from middle of serial number, digits 7-12. The label on the back of the hub and select the appropriate BT ID. If multiple devices show up, select your device from the list.

Question 4

How long with the hub stay in Bluetooth pairing mode?

Accepted Answer

Bluetooth pairing mode will automatically turn off after 15 minutes, whether connected to the app or not.

Question 5

How do I exit Wi-Fi provisioning mode?

Accepted Answer

To exit pairing mode, button press the Wi-Fi button on the hub while device is in pairing mode. The Wi-Fi LED will stop blinking blue.

Question 6

Received ‘Bluetooth Not Connected’ error in the app. What do I do?

Accepted Answer

The mobile phone is not connected to the hub.  The problem may be on the mobile device side.  If so, error messages are presented along with in-app help.·      Bluetooth is turned off in the phone settings - Go to settings and enable Bluetooth·      App does not have permission to use Bluetooth in the phone settings - Go to settings and then to the app, and turn on Bluetooth·      The phone is outside the range 30-50 ft range of Bluetooth.  The range can be up to 150 ft if there are no obstructions. If the phone is far away from the hub, Bluetooth will not pair.The problem could also be on hub.·      The hub is not in Bluetooth pairing mode. If the Wi-Fi LED is not blinking blue the hub is not in pairing mode.  Be sure to press the Wi-Fi button until the hub beeps and you see a blinking blue Wi-Fi LED.·      The hub stays in pairing mode for 15 minutes. If the phone has not connected to the hub in 15 minutes, the process must be restarted.·      Verify that the hub is powered. Check that the power adapter is plugged in, and the USB-C connector is fully inserted into the hub and power adapter.

Question 7

Received ‘App No Longer Paired’ error. What do I do?

Accepted Answer

If the Bluetooth connection to the app is disconnected at any point after initial pairing, the app will notify you that the Bluetooth connection has dropped and direct you to reestablish the Bluetooth connection or go back to the ‘Enter Bluetooth Pairing Mode’ screen to put the device back into Bluetooth pairing mode.

Question 8

Why does the Bluetooth connection to the app get disconnected?

Accepted Answer

Bluetooth has a range of 30-50ft.  The range can be up to 150 ft if there are no obstructions. If you walk away from the operator, the Bluetooth connection will fail.

Question 9

How do I register my device?

Accepted Answer

After the mobile phone connects to the hub, the app requests and receives the serial number from the hub and then sends the serial number to the cloud to register you as the owner.

Question 10

Received ‘Unable to Read Serial Number’ error. What do I do?

Accepted Answer

After the app connects to the hub via Bluetooth, the app asks the hub for its serial number.  If the app does not get a response, it gives this error. Retrying will send another request. Be sure that you stay close to the hub during this process.

Question 11

Received ‘An error occurred – device already on account’ error. What do I do?

Accepted Answer

After the app receives the board serial number, the app sends the serial number to the cloud to register the device.  If the owner has already registered this device and it is already on the owner’s account, this error is given. If the door is not on the home screen, refresh the home screen by pulling down on the home screen.  If the device does not show on the home screen after refreshing, it can be registered.

Question 12

Received ‘An error occurred – already registered’ error. What do I do?

Accepted Answer

After the app receives the serial number, the app sends the serial number to the cloud to register the device.  If the device is already registered to another owner, this error occurs.

Question 13

Received ‘Serial number did not match model’ error. What do I do?

Accepted Answer

The first step in setting up a new device is to select the model.  If you selected a device other than a 1-Door Retrofit Kit on the device selection screen the selected device does not match model that is embedded in the serial number, this error is presented. Restart the setup process and select the correct model.

Question 14

Received ‘Registration Error’ message. What do I do?

Accepted Answer

The serial number of every Wi-Fi product is established during manufacturing and sent to the cloud.  This error occurs when someone registers a product serial number that is not on the list of manufactured devices.  If you have received this error, contact customer service.

Question 15

Received ‘Registration Not Complete’ message. What do I do?

Accepted Answer

After the cloud registers the device, it communicates the process is complete to the app.  This error occurs when the app does not receive confirmation that registration is complete.  Make sure that the hub is connected to the app via Bluetooth and that the mobile device has a connection to the internet through a cellular data or Wi-Fi connection.  After verifying the hub is connected to the app and the app is connected to the internet, retry.

Question 16

How do I connect the hub to my Wi-Fi router?

Accepted Answer

After registration is complete, the app starts the process to connect the hub.1.     Get Network List – The app request that the hub scan for Wi-Fi networks including SSID, security mode, and signal strength.  The hub completes the Wi-Fi network scan and returns the results to the mobile app. The mobile app will list the networks in order of signal strength. Device will support WPA, WPA2 and WPA3.2.     Select SSID - Using the mobile app, select a Wi-Fi network from the list. If SSID is not on list, you can manually enter the SSID.3.     Enter Wi-Fi Password - Enter the password and click the option to save the Wi-Fi password. If the password for the SSID has been saved, the saved password for that SSID is automatically filled in the next time you need it. The app, cloud, and device support the password standards based on encryption / security type (e.g., support 64-character passwords). You can cut and paste Wi-Fi passwords into the app.4.     Hub Connects to Wi-Fi and Cloud - The hub connects to the Wi-Fi network, to the internet, and then to the cloud. The BT connection to the app reports status as does the Wi-Fi LED on the hub.o   solid green – connected to router, internet, cloudo   sold red – not connected to routero   blinking red – not connected to interneto   blinking green – not connected to the cloud5.     Hub Terminates BT - BLE turns off when Wi-Fi has been successfully provisioned. BT pairing mode will automatically turn off after 15 minutes, whether connected to the app or not; or if provisioning mode is cancelled by a reboot.If the app is disconnected from BT at any point after initial pairing, the app should notify you that the BT connection has dropped and then direct you to go back to the ‘Enter Bluetooth Pairing Mode’ screen to put the device back into BT pairing mode and continue setup.

Question 17

Received ‘Did not Receive Network List’ message. What do I do?

Accepted Answer

In the first step in the Wi-Fi setup process the app requests a list of Wi-Fi networks that are available to the hub.  This error occurs when the Wi-Fi board does reply to the app.  Make sure that you stay close to the operator to maintain Bluetooth communication and retry.

Question 18

The Wi-Fi network is not on the list of networks in the app.  What do I do?

Accepted Answer

After the app requests that the hub scan for Wi-Fi networks including SSID, security mode, and signal strength.  The hub completes the Wi-Fi network scan and returns the results to the mobile app. The mobile app will list the networks in order of signal strength. Device will support WPA, WPA2 and WPA3.If the Wi-Fi SSID is private, if the router is off, or if the signal is not reaching the hub, the Wi-Fi network will not appear on the list.  Check that the Wi-Fi router is up, and that there is adequate Wi-Fi signal strength at the garage door opener.You can also select to manually enter the network name in the app.  If you are using a private network, you must manually enter the network name.  When you enter the name, be sure that it is a 2.4 GHz network.

Question 19

How do I know if the Wi-Fi signal is sufficient?

Accepted Answer

To function effectively, your hub needs at least two bars or (-65dbm) of Wi-Fi signal to communicate with the app and the cloud. The easiest way to find out if you have adequate signal strength is·      Connect your smart phone to your Wi-Fi network·      With your phone in your hand, stand near the hub.·      Look at the Wi-Fi icon on the top of the screen on your smart phone. The Wi-Fi signal strength indicator is different than the cell signal indicator.·      Check that you have two bars of Wi-Fi signal strength.

Question 20

The Wi-Fi does not have a strong signal in the garage. What should I do?

Accepted Answer

Verify that the Wi-Fi router is out in the open, not behind an obstruction.  You can also try moving the Wi-Fi router closer to the hub.  The customer can also purchase a Wi-Fi hot spot to provide Wi-Fi signal separate from their network.

Question 21

What is a 2.4 GHz network?

Accepted Answer

Some routers have two or even three networks with the same name followed by 2G or 5G, which stands for 2.4 GHz and 5 GHz bands.  The hub works with 2.4 GHz networks.

Question 22

Received ‘Error Connecting to Router’ message. What do I do?

Accepted Answer

This error occurs when the hub is unable to connect to the router.  Check that the SSID or the password is correct. If the network was manually entered, verify that it is a 2.4 GHz network.

Question 23

Received ‘Error Connecting to Internet’ message. What do I do?

Accepted Answer

After the hub connects to the router, it tries to connect to the internet. This error occurs if the router is not connected to the internet, or a firewall prevents access to the internet. 1.     Check that the internet is available through the router. You can connect your phone to the router, turn off cellular, the verify that the phone can access the internet.2.     If you have a firewall that is not blocking traffic or are unsure if the router is blocking access, connect to a Wi-Fi hotspot separate from the router.

Question 24

Received ‘Did not Receive Cloud Acknowledgement’ message. What do I do?

Accepted Answer

After the device connects to the internet, it connects to the cloud, the cloud confirms that the device is connected and informs the app that the connection is complete, then the app turns off the Bluetooth network. This error occurs when the cloud does not acknowledge device connectivity.  Make sure that the Wi-Fi connection is good and retry.

Question 25

Is There Another Way to Set up Wi-Fi?

Accepted Answer

If the device is already registered, you can use the following AP-mode process to configure Wi-Fi.1.     Press and hold the Wi-Fi button on the hub until the Wi-Fi LED begins blinking blue, then changes to blinking blue and red.  It should take about 10 seconds. When the lights are blinking blue and red, the hub is in access point mode.2.     Go to the Wi-Fi settings on a smartphone or computer and connect the smartphone or computer Wi-Fi to the gdocntl-XXXXXX network.3.     Next, go to the web browser on a smartphone or computer and enter 192.168.1.1.  This connects your smartphone or computer to the hub’s embedded webpage.4.     On the embedded webpage, click on the configure button and the embedded webpage to get to the set-up screen.5.     Select a Wi-Fi network from a list of available networks and then scroll down, enter the password for the W-Fi network, and then select save.  If your Wi-Fi network is not on the list, press the re-scan button to refresh the Wi-Fi network list or enter SSID manually.6.     Device resets after saving credentials. The webpage will show ‘Configured’ “Saving...” before it resets.7.     Once the hub is connected to the Wi-Fi network, the Wi-Fi LED will change status as the hub connects to the router and the cloud.

Question 26

How do I connect the door sensor to the hub?

Accepted Answer

The app will direct you through the initial setup process. However, the door sensor can be reconnected without using the app after the initial connection.1.     Hub in BT Pairing Mode – The hub will be put into BT pairing mode by the app set up flow and the BT pairing LED on the hub begins blinking blue, which indicates the hub is in BT pairing mode. When the hub is in BT pairing mode, the hub will report the BT status to the cloud, and the app status will be updated.If the hub becomes disconnected from the door sensor after the pairing process is completed, the hub automatically scans and the BT LED will change to solid red, indicating that the hub is disconnected from the door sensor.2.     Sensor in BT Pairing Mode – If it is the first time you are setting up the sensor, pull the red tab on the door sensor and then press continue. On the door sensor, press and release the door sensor button, which is on the bottom half of the face of the door sensor. The BT pairing LED on the door sensor starts blinking blue, which indicates the door sensor in BT pairing mode.3.     Sensor Pairs to the Hub - When both the hub and door sensor are in BT pairing mode, the door sensor will pair with the hub within 10 seconds.  Pairing status will be sent to the cloud and updated in the app. The BT pairing LED on the hub will turn solid green and the BT pairing LED on the door sensor will turn solid green for 30 seconds.4.     Name the Door - After the door sensor is paired, you can name the door.  The door name change be changed via the app by going to the door detail screen, selecting the edit icon, and then clicking on the door name and typing in a new name.

Question 27

How do I mount the door sensor?

Accepted Answer

The door position sensor should be mounted to the garage door end stile on the TOP door panel only.  The end stile on the far left or right side of the door.  The sensor must be attached to the door so that it moves up and down when the door moves up and down.Clean the door where door position sensor will mount and install double sided tape to back of mounting bracket and affix the bracket to the door.

Question 28

Issues with Door Sensor Setup

Accepted Answer

The door sensor pairing is designed to be straight forward.  The process for pairing after initial programming is the same as initial pairing.‘The Door Sensor Did Not Pair’ error.After 120 seconds, if the sensor is not paired to the hub, the BT pairing mode on the door sensor will be terminated and the BT pairing LED on the door sensor will turn off.  The BT pairing LED on the hub will continue to blink blue indicating that the door sensor is not paired. The hub will stay in pairing mode for 15 min.  The app will time out 90 seconds after you press the door sensor button, the door sensor LED starts blinking blue, and the hub has not reported that the sensor is paired. The timeout error will instruct you to press the door sensor button again to initiate BT pairing mode.1.     Try again and check that both the BT LED on the hub is blinking blue and the LED on the door sensor is blinking blue.  If the hub is not blinking blue, it may not be powered or may not be connected to the cloud or may not have received the command from the cloud to go into pairing mode.2.     Check the hub is powered. Check that the power adapter is plugged in, and the USB-C connector is fully inserted into the hub and power adapter.3.     Check the Wi-Fi LED status on the hub. If the Wi-Fi LED is not solid green the hub is not connected to the cloud.‘Door Sensor Not Paired’ errorAfter the door sensor is paired and connected, if the door sensor is no longer paired and connected to the hub, the hub will report the BT status change to the cloud, and the cloud will update the app.  The app will present an error and ask you to pair the door sensor.The door sensor may become disconnected if the battery is low or dead, or if the sensor is moved away from the hub or the signal is blocked between the hub and door sensorTo check the battery on the door sensor, press and release the door sensor button. If the door sensor LED starts blinking blue that indicates the battery level is good and the door sensor in BT pairing mode. If it does not blink blue the battery may be dead. Replace the battery then retry by pressing and releasing the door sensor button, when the door sensor is in range of the hub.You can also view the battery level and the signal strength of the BT signal in the app by clicking on the door on the home screen to get the door detail screen, then select setup.  The door sensor signal strength and battery level are shown.

Question 29

How do I connect my door sensor to my hub after I replace the battery?

Accepted Answer

When the battery dies on the door position sensor, replace it and the door sensor should automatically reconnect to the hub.  If you replace the battery when the door sensor is out of range of the hub and it is taking a long time to reconnect to the hub, press the door sensor button to get it to connect quickly.

Question 30

The following steps walk you through how to get your hub to work with your garage door opener. You are guided through garage door opener

Accepted Answer

1.     Select Brand – select the brand of their garage door opener from the list.2.     Select Learn Button or Dip Switch – Look for the learn button on your garage door opener. If it is a Chamberlain product, note the learn button color. If you cannot find a learn button, check if your operator has dip switches. If your garage door operator is compatible, you will continue to set up.3.     Set RF Protocol – Once the learn button or dip switch details are defined, the app sends the RF protocol to the cloud and cloud relays the protocol to the hub.Compatibility ErrorIf you are unable to find a compatible brand with a learn button or dip switch, the app will link to a URL with a compatibility document that lists the compatible brands.Cannot determine button colorSome of the Chamberlain button colors fade over time. Purple, red, and orange buttons fade and look brown.  If your button is brown, try purple, then red.‘Operator Type Not Set’ ErrorThis error occurs when the app does not receive confirmation from the cloud that the operator type is set. This can happen for the following reasons.1.     The system was unable to complete the process.  Verify the device is online, Wi-Fi LED is solid green.  Verify the door sensor setup is complete, and the door sensor LED is solid green.2.     The connection between the app and cloud is dropped.  Log out and log back in to the app, which reestablishes the cloud and app connection, then restart the garage door programming setup process.

Question 31

Programming GDOs with Learn Buttons

Accepted Answer

Once the protocol is in the hub, the hub needs to be programmed into the garage door opener.  The sequence for programming is different for different operator manufacturers. 1.     Warning - Verify that the garage door is fully closed.  If the door sensor shows the door is open, an error is presented.  The app warns you that the door is going to operate. Hit “next,” acknowledging the warning.2.     Push Learn Button - Put the garage door opener into learn mode by pressing the learn button on the garage door opener.3.     Validate The Door Is Open - When the door sensor detects that the door is open, the configuration is complete. If the door sensor does not indicate the door is open, the configuration fails, and you are asked to verify the door sensor is installed and brand information is correct, then retry.

Question 32

Issues with Programming GDOs with Learn Buttons

Accepted Answer

The garage door must be closed at the start of the test.  If the door sensor indicates the door is not closed, an error will be generated. ‘The Door Sensor Shows Open’ error1.     Confirm that the garage door and that door is closed.2.     Confirm that the door sensor is installed on the door.  The sensor must be on the movable portion of the garage door and the brand on the sensor should not be upside down.‘Programming Not Complete’ error.If the hub does not report back a ‘Programming Not Complete’ error is shown.1.     Problem with the learn mode on the garage door openera)     The learn mode timer on the garage door opener expired.  Each garage door opener brand has a limited time that the opener stays in learn mode.  If you take longer than 15-30 seconds between pressing the learn button and pressing the button in the app, letting the app know the learn button was pressed, the learn operation will not be successful.  Retry.b)     The learn button was not pressed.  The app lets you know what indication to expect when the garage door opener is in learn mode.  Confirm that you are pressing the learn button by confirming the garage door matches the indication in the app.c)      Learn button pressed twice or pressed again when in learn mode.  Some brands do not remain in learn mode if the learn button is pressed again. Confirming the garage door matches the indication in the app when in learn mode.2.     Problem with the Door SensorIf the door sensor shows closed, but the door is open, the door sensor may not be mounted to the door properly.  Verify that the door sensor is mounted to the end stile on the top section of the door and that the brand information is right-side-up.Check that BT LED is solid green, indicating that the hub is paired with the door sensor.3.     Problem with the Connection Between Device, App, and CloudThe connection between the cloud and the device has dropped.  Check the Wi-Fi LED status on the hub. If the Wi-Fi LED is blinking green the hub is connected to the internet, but not the cloud

Question 33

Programming Dip Switch GDOs

Accepted Answer

1.     Warning - Verify that the garage door is fully closed.  If the door sensor shows the door is open, an error is presented. Hit “next,” acknowledging the warning.2.     Operate Command Sent by Hub – Next the hub sends an operate packet to open the door. The door should open.3.     Validate The Door Is Open - When the door sensor detects that the door is open, the configuration is complete. If the door sensor does not indicate the door is open, you are asked to check the door position.  If the door is closed, you are asked to verify RF settings and retry.  If the door is open, the learning process is complete.

Question 34

Issues with Programming Dip Switch GDOs

Accepted Answer

1.     Problem with the Dip Switch SettingsVerify that the dip switch settings in the app match the garage door opener.  Check the orientation of the dip switch.  The text should be readable with 1 on the top and -1 or 0 on the bottom. The switches may be numbered from left to right as well.2.     Problem with the Door SensorIf the door sensor shows closed, but the door is open, the door sensor may not be mounted to the door properly.  Verify that the door sensor is mounted to the end stile on the top section of the door and that the brand information is right-side-up.Check that BT LED is solid green, indicating that the hub is paired with the door sensor.3.     Problem with the Connection Between Device, App, and CloudThe connection between the cloud and the device has dropped.  Check the Wi-Fi LED status on the hub. If the Wi-Fi LED is blinking green the hub is connected to the internet, but not the cloud.

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