Question 1

Where is the install and setup video for the commercial Wi-Fi board?

Accepted Answer

The commercial Wi-Fi board installation video is available here.  You can either watch the complete video or skip to sections that cover a specific step in the process.

Question 2

Where can I find commercial Wi-Fi board installation instructions online?

Accepted Answer

The commercial Wi-Fi board installation instructions are here.

Question 3

How do I enter Bluetooth pairing mode?

Accepted Answer

You can perform the following steps from the floor level controls or the CalPod in the operator.  Fully close the door, verify that the door is closed, then press the close button, the stop button, the close button, and the stop button, waiting about 1 second between presses.

Question 4

Is there another way to enter Bluetooth pairing mode?

Accepted Answer

Instead of using the open/close/stop device or the CalPod, press and hold the Wi-Fi button on the cDCM board until LED2 begins blinking blue, then release the button.  It should take about 5 seconds.  When LED2 is blinking blue, the board is in Bluetooth pairing mode.

Question 5

How long with the commercial Wi-Fi board 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 6

How do I exit Bluetooth pairing mode?

Accepted Answer

To exit pairing mode, button press the button on Wi-Fi board while device is in pairing mode. You can also exit the mode using floor level controls, Close>Stop>Close>Stop sequence.

Question 7

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

Accepted Answer

There are several reasons why the app is not connecting to the commercial Wi-Fi board. The app will let you know when the problem is on the mobile device side.  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 problem could also be on commercial Wi-Fi board side:
The board is not in Bluetooth pairing mode. If the LED2 is not blinking blue the commercial Wi-Fi board is not in pairing mode.  Be sure that the door is closed and that you wait about 1 second between the close, stop, close, stop button press sequence.
Verify that the board is powered. Check that the ribbon cable is fully seated on the board end and on the expansion module end.
The commercial Wi-Fi board stays in pairing mode for 15 minutes. It may have turned off Bluetooth pairing mode and the process restarted.
The phone is outside the range 30-50 ft range of Bluetooth.  The range can be up to 150 ft if there are not obstructions. If you are far away from the operator, Bluetooth will not pair.

Question 8

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 9

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 10

How do select an operator if multiple Wi-Fi boards are in pairing mode?

Accepted Answer

If more than one commercial Wi-Fi board is in pairing mode at the same time, the app will list the Bluetooth IDs of all boards. The Bluetooth ID is cDCM_XXXXXX, where XXXXXX is a 6-digit code from middle of serial number, digits 7-12. A sticker is shipped with each board with the board serial number and that should be placed on the inside cover of the operator.

Question 11

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

Accepted Answer

After the app connects to the commercial Wi-Fi board via Bluetooth, the app asks the commercial Wi-Fi board 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 operator during this process.

Question 12

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 owners account, this error is given. If the door is not on the home screen, refresh the home screen by pulling down will update the app.  If the device does not show on the home screen after refreshing, it can be registered.

Question 13

Received ‘An error occurred – already registered’ 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 device is already registered another person this error is given. This happens if another user tries to register the device to get access or to help the device owner with an issue.  Access can be given to other users by pressing the blue circle with the plus sign on the home screen and selecting virtual user. 
If the product was acquired the product from another user, call customer service and provide evidence of ownership to correct this error.

Question 14

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.  For the commercial Wi-Fi board, the user must select commercial operator.  If the user selects another device type that does not match model that is embedded in the serial number, this error is presented. Restarting the setup process and selecting the correct model will correct this error.

Question 15

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 a user attempts to register a product serial number that is not on the list of manufactured devices.  If you received this error, contact customer service.

Question 16

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

Accepted Answer

After the cloud registers the device to the user 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 commercial Wi-Fi board 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 Wi-Fi board is connected to the app and the app is connected to the internet, retry.

Question 17

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

Accepted Answer

After registration is complete, the app requests a list of Wi-Fi networks that are available to the commercial Wi-Fi board.  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

If the Wi-Fi SSID is private, if the router is off, or if the signal is not reaching the commercial Wi-Fi board, 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 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 smart phone to your Wi-Fi network
With your phone in your hand, stand near the commercial operator.
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 operator.  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.  Your commercial Wi-Fi board works with 2.4 GHz networks. The commercial Wi-Fi boards is not compatible with 5 GHz networks.

Question 22

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

Accepted Answer

This error occurs when the Wi-Fi board 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 commercial Wi-Fi board connects to the router, it tries to connect to the internet. This error can occur if the internet is not connected to the router or there is a firewall preventing access to the internet.  Check that the internet is available through the router. IT may need to verify that the firewall is not blocking traffic.  If IT is blocking access, connect to a Wi-Fi hotspot separate from the IT network.

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 setup Wi-Fi?

Accepted Answer

Yes, you can use the push button on the commercial Wi-Fi board to enter access point mode.

Press and hold the Wi-Fi button on the cDCM until LED2 begins blinking blue, then changes to blinking blue and red.  It should take about 10 seconds.

Then go to the Wi-Fi settings on a smartphone or computer and connect to the cDCM-XXXXXX network.

Next, 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 commercial Wi-Fi board.

On the embedded webpage, click on the configure button and the embedded webpage takes you to a set up screen.

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 networks is not on the list, press the re-scan button to refresh the Wi-Fi network list or enter SSID manually.

Device resets after saving credentials. The webpage may show configured to xxx access point or be in “saving...” before reset.

Once the commercial Wi-Fi board is connected to the Wi-Fi network LED2 will change status as the board connects to the router and to the cloud.

Question 26

What do the LEDs on the commercial Wi-Fi board indicate?

Accepted Answer

The cDCM has two RGB LEDs, LED1 is the Learn LED. LED2 is the Wi-Fi status LED.

Question 27

I am having trouble resetting my password. What do I do

Accepted Answer

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

Commercial Wi-Fi Board Frequently Asked Questions