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Frequently Asked Questions

Retrofit Kit FAQs

Scanning Serial Number – Device Setup FAQs

Where can I find the QR code for the serial number on my device?

The serial number is located on the back of the door control module, on a white rectangular sticker. If you have not already, you will have to remove the mounting bracket to scan the QR code on the sticker.

Aladdin Connect Back Panel.jpg

I can’t scan the QR code.  What do I do?

Be sure that you are putting the QR image in the camera field of view on the camera in your smart device.  If the QR is damaged, you can also enter the serial number manually.  When manually entering the serial number, the letters are all capitalized.  The serial number is 13 digits.

I’m receiving an error when I try to register my device. What do I do?

There are two reasons you might receive an error when attempting to register your device.
 

  • The serial number is invalid.  The serial number must match an item on a list of valid serial numbers.  If you are installing a retrofit kit, you have to scan the serial number on the back of the retrofit kit, not the serial number on the garage door opener or other device.  If you scanned the QR code on the back of the retrofit kit and are getting an error that the serial number is invalid, contact customer care.
     

  • The serial number is already owned by another user.  If you have already set up this device using another account, you can’t add it to a new account until it is deleted from the old account.  If you no longer have access to the old account, contact customer care and they can help you transfer ownership.  Similarly, if you moved into a new home and want to assume ownership of the device, customer care can help.

How many doors can I control through the app?

The app can control up to 20 door control modules and each door control module can control up to three garage doors.

Wi-Fi Setup FAQs

How do I know if my home Wi-Fi has a strong signal in the garage?

To function effectively, your door control module 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 home Wi-Fi network

  • With your phone in your hand, stand near your door control module

  • Look at the Wi-Fi icon on the top of the screen on your smartphone. The Wi-Fi signal strength indicator is different than the cell signal indicator.

  • Check that you have two bars of Wi-Fi signal strength.

What do I do if my home Wi-Fi does not have a strong signal in the garage?

There are a few things you can do to improve the signal strength.   Make sure that the Wi-Fi router is out in the open, not behind a flat-screen TV or in a cabinet.  Move your Wi-Fi router closer to the garage.  If that does not work, you can also purchase a Wi-Fi extender. Wi-Fi extenders are available at electronics stores such as Best Buy®.

Where is the Wi-Fi button on my device?

The Wi-Fi button is located on the upper right side of the door control module and should be labeled WI-FI. The diagram on the right also shows the precise location of the button by highlighting in it blue.

Aladdin Connect WiFi Button.jpg

What do I do if I don’t hear a beep and the LED light isn’t turning yellow?

Double-check that you are pressing the top button, labeled Wi-Fi.  Press and hold the Wi-Fi button for several seconds until you hear a beep, and the LED light should turn yellow. If you do not hear the beep or the LED light does not turn yellow after several seconds, unplug the door control module, wait 30 seconds, then restore power.  Press and hold the Wi-Fi button again.  If you do not hear a beep or see the LED light turn yellow, contact the customer care team.

What do the LED lights in the upper right of the door control module mean?

A red light means that the unit is not connected to your home Wi-Fi network.

A yellow light means that the garage door is in Wi-Fi configuration mode and ready to be configured. When the red LED changes to yellow, the door control module has created a gdocntrl-xxxx Wi-Fi network, which allows your smartphone to connect to the door control module.


A flashing green light means your device is communicating with your home Wi-Fi network but is not able to access the internet or the cloud. Flashing green lights often change to solid green after 5 minutes, signaling your device has secured stable communication with your home Wi-Fi and the cloud.  If the light remains flashing green after 5 minutes you may have ports on your Wi-Fi router that are blocking traffic between your device and the cloud

A solid green light means your device is successfully connected to your home Wi-Fi network and has established a secure communication link to the cloud.

What is the “gdocntl-XXXX” network and why do I need to connect to it?

The yellow LED light on the door control module means that the opener is in Wi-Fi configuration mode.  In configuration mode the door control module creates a Wi-Fi network that allows your phone to communicate with the garage door module.  Once your smartphone is connected to the garage door network, named gdocntrl-xxxx, it allows your smartphone to pass your home Wi-Fi network name and password of your home Wi-Fi network to the door control module when you input it. Connecting to the gdocntl network is necessary to connect your door control module to your home Wi-Fi network.

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

When you connect your smartphone to the gdocntl-xxxx network, the smartphone app gets a list of networks that the door control module can see.  If you have a private network, if the home network is down, or if the signal is not reaching the door control module, your home network will not appear on the list.  Please check that your network is available and that there is adequate Wi-Fi signal strength at the door control module.  You can also select to manually enter the network name in the app.  If you are using a private network, you have to manually enter the network name.  When you enter the name, be sure that it is a 2.4 GHz network.

What is a 2.4 GHz network?

You may have noticed you have two or even three networks with the same name followed by 2G or 5G, both associated with your home Wi-Fi.  Many Wi-Fi providers offer two ‘bands’ of Wi-Fi to your home, both 2.4 GHz and 5 GHz. These ‘bands’ can both provide reliable Wi-Fi to your home.  Your door control module is only compatible on 2.4 GHz networks because it was designed to work reliably over greater distances and through insulated walls. The door control module is not compatible with 5 GHz networks.

I don’t know my Wi-Fi password or where to find it. What do I do?

You must have your Wi-Fi home network name and password available to complete setup. If your smartphone is connected to Wi-Fi, the network name (or SSID) is listed in your smartphone Wi-Fi settings.  You must know the password.  Your Internet Service Provider likely set up the password on your Wi-Fi router and provided you with that information when connected your home.  You may need to contact your provider if you do not know your password and cannot find the document that was provided at set up.

My device is taking a long time to connect. Is something wrong?

Connecting to your home Wi-Fi network may take a few minutes, but this does not necessarily mean the connection will be unsuccessful. If Wi-Fi has not connected or if the app has not prompted you to select the status of your LED light after 5 minutes, verify that you have a good Wi-Fi signal in the garage and try again.  If you have a good Wi-Fi signal and are unable to complete the setup contact the customer care team.

I went through Wi-Fi set up, and my LED light is still yellow. What can I do?

If the door control module LED stays yellow, it means that the smartphone was unable to connect to the gdocntl network and pass the home network information to the door control module.  Try turning off cellular data on your smartphone and trying to configure Wi-Fi again.

How do I turn off cellular data? Why is this necessary?

During the Wi-Fi setup process, your smartphone needs to connect directly to the garage door Wi-Fi network.  Some smartphones automatically try to use cellular data when a Wi-Fi network is not connected to the Internet. To be sure that the phone is connecting to the garage door network, turn off cellular data during setup.
 

For iOS devices, turn off cellular data by exiting the app and opening settings. Once in settings, find the option labeled “Cellular” and tap to open Cellular settings. At the top of the page, tap to turn the green switch on the right-hand side of the screen off. The switch should turn grey.
 

For Android devices, turn off cellular data by swiping down from the top of the screen and tapping settings. Find and press ‘Data Usage’ to open cellular settings. Flick the ‘Mobile Data’ switch from on to off. 

I went through Wi-Fi set up, and my LED light is flashing green. What can I do?

After you enter your Wi-Fi username and password, the door control module exits configuration mode and attempts to connect to the home Wi-Fi network and then to the cloud.  As the device connects to your home Wi-Fi network, a series of confirmation messages will appear in the app indicating a successful Wi-Fi configuration and acknowledgment that the setup is complete. A solid green light indicates that the door control module is properly connected and ready for use with the app.  A flashing green light indicates that the door control module is connected to a Wi-Fi router but has not established a secure communication link to the cloud. You should see a solid green light quickly, but it can take up to 5 minutes. 
 

If the LED remains flashing green, the connection to the home router is complete, but connection to the cloud is not established.  The router may be blocking the messages to the cloud.  Turn the power to your home Wi-Fi router off, wait 30 seconds, and then turn it back on.  After the home Wi-Fi network is back up, repeat the Wi-Fi set up process in the app.  If that does not work, you can also try the alternative approach to Wi-Fi set up.  If you need assistance, please contact the customer care team.

I went through the Wi-Fi set up, and my LED light is still red. What can I do?

If the door control module LED turns red, the connection to the home Wi-Fi router was not successful.  There are several possible reasons for the error.
 

  • Wi-Fi coverage in your garage is insufficient

  • The Wi-Fi network name and password were incorrect

  • The manually entered Wi-Fi network name was the 5 GHz network, not the 2.4 GHz network

  • The network does not have WPA or WPA2 encryption.
     

Luckily, there are some ways you can resolve this issue yourself.
 

  • Verify that you have two bars of Wi-Fi signal in your garage

  • Verify that your Wi-Fi network and password are correct

  • Make sure cellular data is turned off

  • Check that the manually entered network name is a 2G not a 5G network.
     

If none of these solutions work for you, consider the alternative Wi-Fi configuration method, or contact the customer care team.

Is there another way to setup Wi-Fi?

Yes, there is a second approach to get your Wi-Fi network and password passed to the door control module.  You can connect a smartphone or computer to an embedded webpage in the door control module when it is in configuration mode.  To use this method, press and hold the Wi-Fi button until the device beeps.  When the LED changes from red to yellow, go to the Wi-Fi settings on your smartphone and connect to the gdocntl network.  If you are using a computer, the computer has to be connected to the gdocntl network.
 

Once you are connected to the gdocntl network, go to the web browser on a smartphone or computer and enter 192.168.1.1.  This connects you to an embedded webpage in the door control module.  Click on the configure button.  The embedded webpage takes you to a set-up screen. Select the home Wi-Fi network from a list of available networks, keep the WPA2 encryption selection, and then scroll down, enter the password for your home Wi-Fi network, keep the default service selection, and then select save.  After hitting save, the first part of the configuration is complete, and the door control module connects to the home Wi-Fi network.
 

Once the door control module is connected to the home Wi-Fi network, the next step establishes a secure communication link between the door control module and the cloud. Press connect to submit the configuration and complete the Wi-Fi setup. The cloud and the door control module will exchange keys/tokens, so a secure communication link is established. The LED will change to solid green.  If the LED is not solid green, the connection to the cloud was not successful.  Contact customer care.

Door Position Sensor Setup FAQs

What do the door button LEDs mean on the door control module (DCM)?

Each door has 2 status LEDs, one blue and one red.
 

Solid Blue - If a door position sensor has been associated with the door button and that door position sensor is communicating with the door control module, the blue LED is illuminated.
 

Solid Red - If a door position sensor has been associated with a door button and that door position sensor is NOT communicating with the door control module, the red door LED is illuminated.
 

Off - If a door position sensor is not associated with a button on the door control module, both the red and blue LED will be off.
 

Blinking Blue - There are two conditions that cause the blue LED to blink, one during operation and one during setup.  During operation, the 5 seconds before the door move alert is completed the user can abort the move by pressing any of the door buttons on the door control module.  While an alert is being performed the blue LED for the door that is about move will blink.  During setup, a blinking blue LED indicates that the door button is trying to pair with a door position sensor.

What do the LEDs on the door position sensor (DPS) mean?

The LED on the door position sensor can be slow flashing, fast flashing, on, and off.  There are two colors, red and blue.
 

Solid red, blue - If you press door position sensor button momentarily, the LED will turn on and stay on while it is pressed.  This was intended to be a quick way to check that the battery in the door position sensor is working.  If the battery is ok, the LED will be solid blue.  If the battery needs to be replaced, the LED will be solid red.  If the battery is dead, the LED will not turn on.
 

Slow blue blink - If the door position sensor LED start flashing slowly, approximately once per second, the door position sensor is trying to connect to the door control module.
 

Fast blue blink - If the door position sensor LED starts flashing quickly it means that the door position sensor is associated with a door button on the door control module, but it is not communicating. 
 

Off - All of the door position sensors LED illuminations (on while button pressed, slow blink, or fast blink) are shown only for a limited time to conserve power consumption and extend battery life.  The blue door position sensor LED remains off during normal operation and during setup after some time. For example, the door position sensor LED will blink fast or slow for a while, then the LED will turn off to save battery power, waking up every so often to see if it can reconnect to the door control module.

How do I connect the DPS that comes with the retrofit kit to the DCM?

When you pull the activation tab on the door position sensor, the door sensor will automatically look for and pair with door button 1 on the door control module.  The LED light on the door sensor will flash blue quickly indicating has already been associated with a door button is seeking to connect with that button on the door control module.
 

The blue LED on the door position sensor will turn off when it is connected to the door control module.

A few seconds later the blue LED above door button 1 on the door control module is turned on indicating that door button 1 is associated with and communicating with the door position sensor.
 

If the blue LED above door button 1 is not on, or if you want to associate the door position sensor to a different door button, you have to manually pair the door position sensor to the door control module. (see FAQ below)

Where is the tab located on the door position sensor?

The tab with the red arrow is located on the bottom of the device, under the battery compartment. Pulling the tab allows the battery to power up your door position sensor.

Door Position Sensor with tab.jpg

What do I do when the light on my DPS is not flashing blue when I pull the tab?

If the blue LED on the door sensor is not flashing, press and hold the button on your door sensor until the blue LED begins slow flashing, about once per second.
 

If the blue LED does not flash when the button on the door sensor is pressed, the battery is likely dead.  Open the battery compartment on the back of the door sensor to remove and replace the old battery with a new CR2450 coin cell battery.

What do I do if the button LED does not turn blue after pulling the DPS tab?

It can take up to one minute for the door sensor to connect to the door control module. If after a minute the light above the door button on the door control module does not turn blue, you will need to manually pair the door position sensor to the door control module.

How do I manually pair the door position sensor to the door control module?

Press and a hold-down button on the door control module until you hear a beep.  The light above the door button will begin flashing blue indicating that the door button is ready to be paired with a door position sensor.
 

If you do not hear a beep or the light above the button on the door control module does not begin flashing blue, unplug the door control module, wait 30 seconds, and then plug it back in and try again to press and hold the door button until you hear a beep.

Aladdin Connect FAQ Image.jpg

While the LED above the door button is flashing blue, press and hold the button on the door position sensor until the blue LED begins slow flashing, about once per second, indicating that the door position sensor is ready to be paired with a door button. 
 

If the blue LED on the door position sensor begins fast flashing, it is still associated with the door button. Press the button on the door position sensor until the door position sensor LED stops fast flashing.  It should take about 7 seconds, then try again to press the button on the door position sensor until it starts to slow flash. 
 

If the blue LED on the door position sensor does not stop fast flashing after pressing and holding the door position sensor button, try pressing and holding the door position sensor button again until the fast flash stops. 
 

If the blue LED on the door position sensor is off and never starts slow flashing, the battery may be dead.  Check the battery by briefly pressing the door position sensor button.  The blue LED on the door position sensor should illuminate while you are pressing the button.  If the blue LED on the door position sensor does not turn on when you press the button, replace the battery on the door position sensor.

Aladdin Connect FAQ Image 2.jpg

When the door position sensor connects to the door button the blue LED on the door position sensor will turn off.
 

A few seconds later the blue LED above door button 1 on the door control module is turned on solid indicating that door button 1 is associated with and communicating with the door position sensor.
 

If the LED light on the door control module is still flashing blue, press the door position sensor button a second time until it starts a slow blink, approximately once per second. This should pair the door position sensor resulting in a solid blue light on your door controller button.

How do I delete an existing association between a door button and sensor?

If the door position sensor is already paired with a door button, you can remove that association by pressing and hold the door position sensor button for approximately 7 seconds until the blue LED turns off.  When the door position sensor button is pressed the blue LED should be on solid for approximately 7 seconds before going out. When the blue LED turns off the association of the door sensor to a door button is deleted.
 

When the door position sensor is no longer associated with the door button, the LED above the door button on the door control module turns red, indicating that the door position sensor has stopped communicating, but is still associated with a door position sensor.  Press and hold the door button on the door control module until you hear a beep and the blue LED above the door button begins to blink.  Press the door button again and the blue LED goes off, indicating that the door button is no longer associated with the door position sensor.

How do I change the button that is associated with the door position sensor?

1. Change the wiring - The wiring on the back of the door control module determines what button will operate the door.  If you wire the garage door to door 2 in the back of the door control module, then you must connect the door sensor to the middle button to control door 2.

Aladdin Connect FAQ Image 3.jpg

2. Delete the existing association of the door position sensor and the door button (see FAQ above)

3. Manually pair the door position sensor to the door control module. (see FAQ above)

How do I mount the door sensor?

The DPS 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 door where DPS will mount and install double-sided tape to the back of the mounting bracket and affix the bracket to the door.  A video of the installation is available here.

How do I add a second door sensor?

The retrofit kit comes with a single door sensor to sense the position of a single door.  Additional door sensors, part number 39279R, are available separately.  You can control up to 3 doors with a single door control module.  A video on how to add another sensor is available here

Door Position Sensor Operation FAQs

The light above the button on my door control module is RED. What do I do?

A red light means that the door sensor is paired with the door control module, but not communicating.
 

If the battery on the door position sensor dies, the door control module will try to communicate with it but after approximately 15 seconds, the door control module will turn on the red LED above the door button indicating that it has lost communication with its paired door position sensor. The red LED will remain on if the door position sensor is not communicating or the door position sensor is no longer associated with the door button. To check the door position sensor battery, see FAQs below.
 

Replacing the battery in the door position sensor will cause the door position sensor LED to begin to flash rapidly and then automatically reconnect to the door control module without the need to press any buttons.
 

The door position sensor can also stop communicating after an extended power outage or if the door control module is unplugged. When the power on the door control module is off, the door sensor begins a fast flash and attempts to communicate, but when it fails, it pauses and then retries. Each time it fails, it waits longer to retry.  If the power has been off for a long time, it could take up to 30 minutes for the door sensor to reconnect to the door control module.  To reconnect the sensor faster, you can simply press the button on the door sensor and it will reconnect to the door control module
.

Communication could also be disrupted if the path between the door position sensor and the door control module is obstructed. Check that that the door sensor is within line of sight and within 30 ft of the door control module and that they are not separated by a wall or other metal obstruction.  In rare cases, electrical interfere may be preventing the door sensor from connecting to the door control module. Try to turn off electronic devices located in or near the garage.
 

When the signal path is clear, the sensor should automatically reconnect to the door control module and the light should return to blue.
 

Communication can also be disrupted if you press and hold the door position sensor button for more than 5 seconds when the door position sensor is paired to a door button. In this case, the door position sensor stops communicating and the red LED above the door button on the door control module turns on. 
 

To re-establish communication, press and hold the door button until it beeps the blue LED blinks and then press and hold the door position sensor button until it begins flashing. The sensor should automatically reconnect to the door control module and the light should return to solid blue.

How do I check the battery level on the door position sensor?

When the battery is getting low, the sensor battery life indicator inside the app will change colors.
 

  • Green: Battery has more than 40% life remaining

  • Yellow: Battery has 40% life or less remaining

  • Red: Battery has 20% or less life remaining
     

When the door position sensor battery dies, this message will appear on your smart device: “Paired But Not Connected”. Replace the existing CR2450 coin cell style battery.
 

You can also check the battery level on the door position sensor by momentarily pressing the button.  If the battery is ok, the LED will be solid blue.  If the battery needs to be replaced, the LED will be solid red.  If the battery is dead, the LED will not turn on.

How do I connect my DPS to my DCM after I replace the battery?

When the battery dies on the door position sensor, it is no longer able to communicate with the door control module and the LED above the button on the door control module that is associated with the door position sensor will turn red.
 

When you replace the battery on the door position sensor, be sure that you are in the garage, so that the sensor can automatically reconnect to the door control module.  When the light on the door control module changes from red to blue, the sensor is reconnected.
 

If the sensor did not automatically reconnect you can manually pair the door position sensor to the door control module. (see FAQ above)

How do I connect my DPS to my DCM if it gets disconnected?

You can manually pair the door position sensor to the door control module using the process here.

If that does not work, follow the steps to delete an existing associated between a door button and door sensor in the door sensor here, then manually pair the door position sensor to the door control module.

How do I replace the door sensor?

If you need to replace a door sensor, you will need to remove the association between the door button and the old sensor.  Press and hold the door button on the door control module until you hear a beep and the blue LED above the door button begins to blink.  Press the door button again and the blue LED goes off, indicating that the door button is no longer associated with the old door position sensor.
 

Now you can manually pair the new door position sensor to the door control module using the process here.

Door Position Sensor App Error FAQs

What does door status unknown mean and how do I clear this error?

When the door position sensor is horizontal with the push button and logo facing down, the door position sensor reports the door is open.  When the door position sensor is stood up vertically with the button on the bottom and the logo on the top, the door position sensor reports the door is closed.
 

If the door position sensor is in any other position it will report the door status as unknown.  If the door status is unknown, the door will not be able to open or close, because the position is not known.
 

Make sure the door position sensor is mounted in the correct orientation and is located on the top panel of the garage door so that the sensor is vertical only when the door is fully closed.

The door sensor link status in the app is, “Connection Unknown.”  What do I do?

Connection unknown means that the door position sensor has not been setup.  The LED above the door buttons are off, indicating that the buttons are neither associated nor communicating with a door position sensor.
 

This can happen if a the door sensor has never been setup or if door button has been disassociated from a door position sensor by pressing and holding the door button on the door control module until it beeps and the blue LED above the door button begins to blink, then pressing the door button again and the blue LED goes off.
 

If the door sensor has never been setup, see FAQs above to setup the sensor.
 

If the door position sensor has been disassociated from the door button, see FAQs above to manually pair the door position sensor.

The door sensor link status in the app is, “Paired not Connected.”  What do I do?

Paired not Connected means that a door sensor that was previously connected has lost its connection to the door control module and the LED above the door button on the door control module is red.  See the FAQs above to get more information on how to address this error.

The door sensor link status in the app is, “Not Paired.”  What do I do?

Not Paired means that no door position sensor is connected to the door control module.  If a door sensor was previously connected, it could have been deleted from the door control module by pressing and holding a door button on the door control module until it beeps.
 

Follow the steps for how to connect a door position sensor to reconnect the sensor.

Retrofit Kit Operation FAQs

What do I do when the light and sound are working but the door isn’t moving?

It is possible that the wires aren’t completely secured. Check the wire connections in the back of the module as well as at the opener or wall console to make sure they are secure.

If I have 2 or 3 doors, how can I tell what door will move when I get the alarm?

Since a single door control module can control up to 3 doors, the unit has 3 buttons – one for each door. A blue light above the button corresponding with the door that is about to move will blink during the 5-second warning period indicating which door is about to move.

How does the retrofit kit know if my door is up or down?

The door position sensor, which is attached to the top of the door, communicates the door’s position via Bluetooth to the door control module.

Wi-Fi Garage Door Opener FAQs

Scanning Serial Number - Device Setup FAQs

Where can I find the serial number or QR code on my device?

The serial number on a ceiling mount opener is on the bottom or the side of the of the device under the lamp cover on a white sticker.  Look at the images below to find the location of the QR code on your model of garage door opener. It is preceded by iDCM S/N and it 15 characters in length. The QR code can be found immediately adjacent to the serial number.

Aladdin Connect FAQ Image 4.jpg

I can’t scan the QR code.  What do I do?

Be sure that you are putting the QR image in the camera field of view on the camera in your smart device.  If the QR is damaged, you can also enter the serial number manually.  When manually entering the serial number, the letters are all capitalized. The serial number is 15 digits and starts with F0AD.

I’m receiving an error when I try to register my device. What do I do?

There are two reasons you might receive an error when attempting to register your device.
 

The serial number is invalid.  The serial number must match an item on a list of valid serial numbers.  If you try to enter the garage door opener serial number instead of the iDCM serial number, you will get an error.

Aladdin Connect FAQ Image 5.jpg

The serial number is already owned by another user.  If you have already setup this device using another account, you can’t add it to a new account until it is deleted from the old account.  If you no longer have access to the old account, contact customer care and they can help you transfer ownership.  Similarly, if you moved into a new home and want to assume ownership of the device, customer care can help.

How many doors can I control through the app?

The app can control up to 20 devices.

Wi-Fi Set up FAQs

How do I know if my home Wi-Fi has a strong signal in the garage?

To function effectively, your garage door opener 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 smartphone to your home Wi-Fi network

  • With your phone in your hand, stand in your garage where you are going to install the door control module.

  • Look at the Wi-Fi icon on the top of the screen on your smartphone. The Wi-Fi signal strength indicator is different from the cell signal indicator.

  • Check that you have two bars of Wi-Fi signal strength.

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

If your home Wi-Fi signal does not adequately cover your garage, you have a few things you can do to improve the signal strength. First, you can make sure that the Wi-Fi router is out in the open, not behind a flat-screen TV or in a cabinet.  You can also try moving your Wi-Fi router closer to the garage.  If that does not work, you can also purchase a Wi-Fi extender. Wi-Fi extenders are available at electronics stores such as Best Buy®.

Where are the blue button and LED light located on my device?

The LED light and blue button are located under the plastic light cover for most garage door openers. (See figure below).  On some models, the button is on the front side or the bottom of the unit.

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I don’t hear a beep and the LED light isn’t turning blue. What do I do?

Double-check that you are pressing the blue button.  Press and hold the blue button for several seconds until you hear a beep, and the LED light should turn blue. If you do not hear the beep or the LED light does not turn blue after several seconds, unplug the opener, wait 30 seconds, then restore power.  Press and hold the Wi-Fi button again.  If you don’t hear a beep or the LED light does not turn blue, contact the customer care team.

What does the color of the LED next to the blue Wi-Fi button mean?

A red light means that the unit is not connected to your home Wi-Fi network.
 

A blue light means that the garage door is in Wi-Fi configuration mode and ready to be configured. When the red LED changes to blue, the garage door opener has created a gdocntrl-xxxx Wi-Fi network, which allows your smartphone to connect to the garage door opener.
 

A flashing green light means your device is communicating with your home Wi-Fi network but is not able to access the internet or the cloud. Flashing green lights often change to solid green after 5 minutes, signaling your device has secured stable communication with your home Wi-Fi and the cloud.
 

A solid green light means your device is successfully connected to your home Wi-Fi network and has established a secure communication link to the cloud.

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

When you connect your smartphone to the gdocntl-xxxx network, the smartphone app gets a list of networks that the garage door opener can see.  If you have a private network, if the home network is down, or if the signal is not reaching the garage door opener, your home network will not appear on the list.  Please check that your network is available 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 have to manually enter the network name.  When you enter the name, be sure that it is a 2.4 GHz network.

What is a 2.4 GHz network?

You may have noticed you have two or even three networks with the same name followed by 2G or 5G, both associated with your home Wi-Fi.  Many Wi-Fi providers offer two ‘bands’ of Wi-Fi to your home, both 2.4 GHz and 5 GHz. These ‘bands’ can both provide reliable Wi-Fi to your home.  Your garage door opener is only compatible on 2.4 GHz networks, because it was designed to work reliably over greater distances and through insulated walls. The garage door opener is not compatible with 5 GHz networks.

I don’t know my Wi-Fi password or where to find it. What do I do?

You must have your Wi-Fi home network name and password available to complete setup. If your smartphone is connected to Wi-Fi, the network name (or SSID) is listed in your smartphone Wi-Fi settings.  You must know the password.  Your Internet Service Provider likely set up the password on your Wi-Fi router and provided you with that information when connected your home.  You may need to contact your provider if you do not know your password and cannot find the document that was provided at set up.

My device is taking a long time to connect. Is something wrong?

Connecting to your home Wi-Fi network may take a few minutes, but this does not necessarily mean the connection will be unsuccessful. If Wi-Fi has not connected or if the app has not prompted you to select the status of your LED light after 5 minutes, verify that you have a good Wi-Fi signal in the garage and try again.  If you have a good Wi-Fi signal and are unable to complete the set up contact the customer care team.

I went through Wi-Fi setup, and my LED light is still blue. What can I do?

If the garage door opener LED stays blue, it means that the smartphone was unable to connect to the gdocntl network and pass the home network information to the garage door opener.  Try turning off cellular data on your smartphone and trying to configure Wi-Fi again.

How do I turn off cellular data? Why is this necessary?

During the Wi-Fi setup process, your smartphone needs to connect directly to the garage door Wi-Fi network.  Some smartphones automatically try to use cellular data when a Wi-Fi network is not connected to the Internet. To be sure that the phone is connecting to the garage door network, turn off cellular data during setup.
 

For iOS devices, turn off cellular data by exiting the app and opening settings. Once in settings, find the option labeled “Cellular” and tap to open Cellular settings. At the top of the page, tap to turn the green switch on the right-hand side of the screen off. The switch should turn grey.
 

For Android devices, turn off cellular data by swiping down from the top of the screen and tapping settings. Find and press ‘Data Usage’ to open cellular settings. Flick the ‘Mobile Data’ switch from on to off. 

I went through Wi-Fi set up, and my LED light is flashing green. What can I do?

After you enter your Wi-Fi username and password, the garage door opener exits configuration mode and attempts to connect to the home Wi-Fi network and then to the cloud.  As the device connects to your home Wi-Fi network, a series of confirmation messages will appear in the app indicating a successful Wi-Fi configuration and acknowledgment that the setup is complete. A solid green light indicates that the garage door opener is properly connected and ready for use with the app.  A flashing green light indicates that the garage door opener is connected to a Wi-Fi router but has not established a secure communication link to the cloud. You should see a solid green light quickly, but it can take up to 5 minutes. 
 

If the LED remains flashing green, the connection to the home router is complete, but the connection to the cloud is not established.  The router may be blocking the messages to the cloud.  Turn the power to your home Wi-Fi router off, wait 30 seconds, and then turn it back on.  After the home Wi-Fi network is back up, repeat the Wi-Fi setup process in the app.  If that does not work, you can also try the alternative approach to Wi-Fi setup.  If you need assistance, please contact the customer care team.

I went through the Wi-Fi setup, and my LED light is still red. What can I do?

If the garage door opener LED turns red, the connection to the home Wi-Fi router was not successful.  There are several possible reasons for the error.
 

  • Wi-Fi coverage in your garage is insufficient

  • The Wi-Fi network name and password were incorrect

  • The manually entered Wi-Fi network name was the 5 GHz network, not the 2.4 GHz network

  • The network does not have WPA or WPA2 encryption.
     

Luckily, there are some ways you can resolve this issue yourself.
 

  • Verify that you have two bars of Wi-Fi signal in your garage

  • Verify that your Wi-Fi network and password are correct

  • Make sure cellular data is turned off

  • Check that the manually entered network name is a 2G not a 5G network.
     

If none of these solutions work for you, consider the alternative Wi-Fi configuration method, or contact the customer care team.

Is there another way to setup Wi-Fi?

Yes, there is a second approach to get your Wi-Fi network and password passed to the garage door opener.  You can connect a smartphone or computer to an embedded webpage in the garage door opener when it is in configuration mode.  To use this method, press and hold the Wi-Fi button until the device beeps.  When the LED changes from red to blue, go to the Wi-Fi settings on your smartphone and connect to the gdocntl network. If you are using a computer, the computer has to be connected to the gdocntl network.
 

Once you are connected to the gdocntl network, go to the web browser on a smartphone or computer and enter 192.168.1.1.  This connects you to an embedded webpage in the garage door opener.  Click on the configure button.  The embedded webpage takes you to a set-up screen. Select the home Wi-Fi network from a list of available networks, keep the WPA2 encryption selection, and then scroll down, enter the password for your home Wi-Fi network, keep the default service selection, and then select save.  After hitting save, the first part of the configuration is complete, and the garage door opener connects to the home Wi-Fi network. 
 

Once the garage door opener is connected to the home Wi-Fi network, the next step establishes a secure communication link between the garage door opener and the cloud. Press connect to submit the configuration and complete Wi-Fi setup. The cloud and the garage door opener will exchange keys/tokens, so a secure communication link is established. The LED will change to solid green.  If the LED is not solid green, the connection to the cloud was not successful.  Contact customer care.

Aladdin Connect App FAQs

Account Setup FAQs

I’m trying to set up an account, but it’s not working.  What do I do?

Be sure that your username is a valid email address that you can access and that your password is at least 8 characters, contains 1 uppercase, 1 lowercase, 1 number, and 1 special character, and no spaces.
 

If you have already used the email address to setup an account, then you can skip the account signup set and simply login.

How do I activate my account?

When you create an account, the app emails an activation link to your username, which is an email address. Open the email and click on the link to activate your account.  The activation link expires after 24 hours.

I can’t find the email or the activation link to activate my account. What do I do?

If you cannot find the email to activate your account in your email, check your spam or junk folders.  If you can’t find it there or if the activation time has expired, you can get another activation link by signing in with the credentials you used during sign-up.  The activation link will only work on a mobile device only if the app is already installed on that device.
 

If you are unable to click on the link in the email, it may be the security settings on the email app that blocks or disables links in the body of an email.  You may have to update your email app to the latest version, change the security settings in your email app, or use another email app to access the email that allows you to click on links. 

The activation link does not work. What do I do?

The link opens in the default browser on the mobile device before launching the app. Supported browsers are Safari, Chrome, and Edge for iOS and Chrome, Firefox, and Edge on Android.  If the link does not open your browser, check that you have the most up-to-date version of the browser.

If I have multiple homes, will I need a separate account for each home?

You can have multiple homes controlled by the same account.  Up to 20 door devices can be controlled from one account.  The devices can be located in one location or muliple locations.

Account Sign-in FAQs

I forgot the email address I used as my username.  What do I do?

If you have forgotten the email address that you used as your username, you can select forgot email on the login screen, then scan the QR code on your Wi-Fi device, enter your first and last name, and then answer a security question to find out what email address you used as your username.  If you have trouble with this process, contact the customer care team.

I forgot my password. What do I do?

When you click on "Reset Password" the app sends an email to the email address that you entered when you set up your account.  The email includes a link to reset your account password. The link expires after 24 hours, but you can send another link anytime by hitting “reset password” again.  The reset-password link will work on mobile device only if the app is already installed on that device. 

My username is not a valid email address. How can I reset my password?

If you set up your account using an invalid email address, you will not be able to receive an email to reset your password.  Contact customer service to help you walk through setting up a new account with a valid email.  Customer service can also help you get your doors connected to the new account.

I can’t see the link in my email. How do I reset my password?

If you are unable to click on the link in the email, it may be the security settings on the email app that blocks or disables links in the body of an email.  You may have to update your email app to the latest version, change the security settings in your email app, or use another email app to access your email that allows you to click on links. 

I can’t open the link in my email.  How do I reset my password?

The link opens in the default browser on the mobile device before launching the app. Supported browsers are Safari, Chrome, and Edge for iOS and Chrome, Firefox, and Edge on Android.  If the link does not open your browser, check that you have the most up-to-date version of the browser.

User - Virtual Key Setup FAQs

What are the different types of accounts?

There are two types of accounts – a master/primary account and a user account. 
 

The master/primary account controls access to the devices and can add additional garage door openers or garage door openers.  Only a master/primary account can add a device to create rules.
 

A user account must be given permission to operate a device by a master account.  Users can not invite others and con not create rules.

What are the different types of users?

There are three major types of users – full access users, recurring users, and temporary users.
 

Full access users can control the door at any time unless/until the master account deletes the invitation. They can see if the door is open or closed but cannot add more users or create rules.  Full Access can be given to people like family members or roommates.
 

Example: My daughter can have access to all doors.
 

Recurring users can operate the door on specific days of the week and/or during specific time windows. Recurring users cannot see the position of the door. The home page will provide an open and close option. 
 

Example: The babysitter can have access to DOOR 1 every Monday and Wednesday between 8:00 am – 4:00 pm
 

Temporary users can operate the door for a preset length of time. If you select “temporary” as the access type, you will be able to set the length of the invitation. Recurring users cannot see the position of the door. The home page will provide an open option and a close option rather than reflecting the current position of the door. 
 

Example: The plumber can have access to DOOR 1 on Monday, April 21st, 2019, between 8:00 am – 10:00 am

How many users can I add?

You can invite up to 19 other users to access your garage door(s) through your account. Have the user download the app to create an account, then send the person an invite via email from the app.  You can provide keys for access and remove them at any time you.

Can a device have two owners?

No, each device can have only one owner.  You can share the owner's user name and password with someone else to allow another user to add rules and users, and both smartphones can be logged in at the same time.  Because of the security risks, sharing your username and password is not advised.

Rule Setup FAQs

What are the different types of rules?

There are two types of rules, a time-range rule, and a duration rule.
 

A Time Range Rule sets a “schedule” for your garage door.  For example, if DOOR 1 open between the hours of 11:00 pm- 5:00 am on any day of the week, perform an action.
 

A Duration Rule closes your garage door if it has been open for a certain period.  For example, if DOOR 1 has been open for longer than 1 hour on either Monday, Wednesday, or Friday, perform an action.
 

Actions can be ‘close’, ‘close and notify’ or ‘notify me’. 

What if the door does not close when a rule should have closed the door?

If there is an obstruction or something blocking the door, and the door does not close when a rule sends a command, the app will try again 2 minutes later.  After 2 failed consecutive commands, the system with ‘shut down. You will receive a ‘UL Lockout’ message, which means that there may be an issue that is preventing the door from closing.  You must physically go to the door and operate the door locally from a wall console or remote to make sure the door is working.  Manually operating the door will clear the ‘UL Lockout’ message and allow you use your app to remotely close the door.

Notification Setup FAQs

I am not getting notifications on the new app. What do I do?

The notifications are customized by going to the main menu and selecting manage notification.  Make sure notifications are enabled for the app in your smartphone settings.
 

There are several types of notifications.
 

  • Door open and door closed notifications give you an alert when the door status is changed from open or closed.

  • System messages alert you if the device goes offline are in an error state.

  • Door sensor battery notifications let you know if the door sensor on a retrofit kit has a low battery.
     

You can turn on and off notifications from the main menu by clicking manage notifications.
 

In addition, when you add users you can set up notifications by the user.
 

You can also create custom notifications using rules.  For example, notify me if my door is open for more than an hour, or notify me if my door is open after 9 pm.

Why is there a delay in getting notifications?

Notifications depend on provider-specific message delivery services such as APNS (for iOS) and FCM (for Android) to deliver message to the end user device, and the delivery timing is controlled by those services. You can always confirm door events in the door history section of the app.

Smart Home Setup FAQs

What smart home systems work with my garage door opener?

The garage door app works with many different smart home systems and new systems are being added every year.  Please check the website to see what smart home systems are compatible with the app and for instructions on how to connect your garage door opener to each smart home system.

App Operation FAQs

The status of my doors is not up to date.  What can I do?

If the doors status is not correct, try looking at another app and then going back to this app, which will refresh the data on the screen. If that doesn’t help, logout and login.  You can also try to manually operate the door, which also will force a refresh of the data on the screen.  You can also try to pull down on the main dashboard screen of your app to refresh the status of your doors.

What happens if the safety beam is blocked while the door is moving?

The safety features of the operator cannot be overridden with the app.  The door will reverse as it normally does and after a period of time you will receive a message through the app stating, “Timeout Closing”. Shortly following, you will then receive the door’s current open or closed status.

What is a UL Lockout?

UL Lockout means that your garage door opener has received two consecutive remote commands from the app that it cannot perform for some reason. There are many potential causes that a door fails to close or open such as a bicycle fell over and is blocking the path of the door, or the door froze to the ground in extremely cold weather. If the door tried to close two times and there is something blocking the safety beams, the door will initiate movement, realize there is an obstruction, and reverse. After 2 consecutive remote commands fail, remote operation is disabled and the system is put into UL Lockout.

How do I clear a UL Lockout error?

To clear the lockout you must physically go to the door to see what is happening.  Once you successfully operate the door locally from a wall console or a remote, the UL Lockout message will clear and to use the app again.

The app will not operate my wall mount garage door opener.  What do I do?

The wall mount garage door opener comes with a light that must be installed and working before you can operate the wall mount operator from the app.  UL safety standards require that anyone in the garage be notified with a light and audible alarm for 5 seconds before the door operates.  If the light is not installed, the notification can’t be completed so the door will not operate.  Make sure that the light is installed inside the garage and operational.

My garage door operated unexpectedly.  How did I prevent that in the future? 

There are many ways to operate the door.  The door history in the app will tell you how the door was operated.
 

  • By pressing the open/close button in the app

  • By another user whom you gave access

  • By a rule that you set up in the app

  • By a smart home or voice control system that you set up

  • By a wall button or remote
     

Open your app, click on the door that experienced the problem to get to the door screen, then click on the door history tab.  This shows you every operation for that door.  Look up door history for the date/time and determine what operation occurred.

If the app indicates that it was opened by you using the app and that you did not intend to operate the door, the 4.X version of the app was updated to require a push and hold operation on the door button to minimize your phone opening the door by mistake when the phone is in your pocket.  Check that they have the latest version of the app.

If the door history shows that another user operated the door, you may want to temporarily disable access to all other users on the main menu. 
 

If the door history indicates that a rule operated the door, you can disable the rule by clicking on the door that experienced the problem to get to the door screen, then click on the rule tab, then turn off or delete the rules.

If the door history indicates that a smart home integration operated the door, you can disconnect the smart home system by removing the garage door from the smart home system.

If there is no operation in the door history log during the specified time period, then look at the log to see if the operation was offline during the specified time.  If so, the door could have only been opened locally with a remote or the wall button during that time. 
 

If the door history indicates that the door was operated using a wall button or remote and you are confident that you did not operate the door at that time, check the wiring on the wall control button and make sure that the wiring is not shorted.

Wi-Fi Operation FAQs

Both LED lights on my garage door opener are red.  What do I do?

Sometimes, after a power outage, the garage door opener does not restart fully.  Unplug the unit and if there is a battery backup, disconnect the battery, wait for 30 seconds, then restore power.  The system should start up normally and lights return to their normal state.

I changed my router or my Wi-Fi password.  How to I reconfigure Wi-Fi?

The device will show offline.  You can click on the offline text to show an error message and then click on configure Wi-Fi.  You can also go to the door screen and click on device setup to find a configure Wi-Fi button.
 

Once you hit configure Wi-Fi, the app will take you through the steps to connect the device to your new router. 

The device is showing offline in the app.  What do I do?

When the device is showing offline, check to see that the Wi-Fi LED is solid green, which means that the device is connected to and communicating with the cloud systems.  If the Wi-Fi LED is not solid green, click on the Configure Wi-Fi button in the offline error message or click on device set up on the door screen and then configure Wi-Fi.
 

If the device is showing offline, but Wi-Fi is connected and the Wi-Fi LED is solid green, refresh the data on the app by pulling down on the main screen, or call customer care for further assistance.

App Configuration FAQs

How long does the history menu keep records?

The history keeps a record of the last 100 open/close operations on a rolling basis. If an invited user has operated the door, it will even show their name.

Can I turn off the light and the sound when I operate the door using the app?

Light and sound are required for remote operation.  The light and sound alert anyone in and around the garage that the garage door is about to move and cannot be disabled.

I can’t download the app on my smartphone.  What do I do?

A 4.X version of the app takes advantage of new OS capabilities.  It works with Android OS 5 and higher and iOS 11.4 and higher.  Upgrade your phone OS to a newer version.

App Upgrade FAQs

What is different in the 4.X version of the app?

Nearly every aspect of the app and the user experience was enhanced.  We have listened to user feedback and improved functionality for account setup and management, installation, door operations, control of notifications, and virtual key and rules management.

Why do I have to upgrade to the 4.X version?

In addition to enhancements to the user experience, the new app includes changes to the backend infrastructure to improve performance and reliability.  This major update will allow us to make frequent app and security updates that were not otherwise possible with the old version of this app.

Will my old app work if I upgrade to the new one?

When you successfully login to the 4.X version of the app, the 3.X version will no longer work.

Do all the users of my doors need to be on the same version?

When the primary account or owner upgrades to version 4.X, all of the users on that system will be forced to upgrade 4.X.  All users need to be on version 4.X.

I do not remember my password to log in. What do I do?

You can use forgot password link in the new app to reset your password.  If you have trouble resetting your password, see the FAQ on resetting passwords in the account management section.

I’m having trouble resetting my password. What do I do?

When you click on "Reset Password" the app sends an email to the email address that you entered when you set up your account.  The email includes a link to reset your account password. The link expires after 24 hours, but you can send another link anytime by hitting “reset password” again.  The reset-password link will work on mobile devices only if the app is already installed. 

How do I reset my password if my username is not a valid email address?

If you set up your account using an invalid email address, you will not be able to receive an email to reset your password.  Contact customer service to help you walk through setting up a new account with a valid email and adding your doors to the new account.

Additional Resources

Compatibility

What types of garage doors and openers are compatible with the retrofit kit?

The compatibility guide that provides details on the garage door, smartphone, router, and smart home system compatibility is available here.

Online Self-Help Resources

Where can I find installation instructions online?

Retrofit kit installation instructions are here.

Are there any videos that show how to install and setup products?

The retrofit kit installation video is available here.  You can either watch the complete video or just watch the individual videos that cover each step in the process.

Customer Service

How do I get additional help?

You can call the customer care team at 866.599.4995 Mon-Fri 9am-8pm EST, Sat 10am-6pm EST or via email at ac-ohd-support@overheaddoor.com