There are multiple reasons why the LiftMaster MyQ Smart Garage Hub or Retrofit with Internet Gateway & Control Panel might not be able to open or close the garage door using remote commands.

Important: Between each of these steps, send a remote command to see if the previous step resolved the issue.

If remote commands are not opening or closing the garage door:

1. Verify that the garage door opener (i.e., motor) is compatible with the LiftMaster garage device.
   • For a compatibility chart, see Garage door compatibility.
2. Verify that Garage Door & Gate Control is enabled as a service package feature on the Partner Portal or MobileTech app. The Garage Door & Gate Control service package feature needs to be enabled before garage status update alerts are set up on the module to be sent up to the Alarm.com servers.
3. Verify that the LiftMaster garage device appears in the Partner Portal LiftMaster Equipment list as a MyQ Garage device type. To do so:
   1. Log into the Partner Portal.
   2. Find the customer account.
   3. Click Equipment.
   4. Click LiftMaster.
   5. View the Type column to confirm the device type.
4. Open and close the garage door using the garage door opener's wall control, then verify whether the garage door status changes on the Customer Website and app. A manual update of the garage door's status can restore communication.
5. Update the LiftMaster equipment list to verify the correct status appears for the garage door. To do so:
   1. Log into the Partner Portal.
   2. Find the customer account.
   3. Click Equipment.
   4. Click LiftMaster.
   5. Click Update Device List & Statuses.
   6. After a few minutes, refresh the page to view the updated equipment list. 
6. Verify that the LiftMaster garage device is receiving power, properly connected to the network, and properly connected to the garage door opener (i.e., motor).
   • For device-specific information about how to install LiftMaster hardware, see LiftMaster MyQ Retrofit with Internet Gateway and Control Panel or LiftMaster MyQ Smart Garage Hub.
7. Verify the garage door opener is within communication range.
   • The average range is 300-600 feet between the Internet Gateway and the MyQ garage door when the Internet Gateway is installed in the home. However, having the Gateway in a basement or having concrete or metal walls between the gateway and garage door opener can cause range issues.
8. If the previous steps do not bring the garage door opener back online, it is recommended to remove the LiftMaster garage device, factory reset it, and re-enroll it.
   1. To remove the device:
      • For information about removing the garage door device, see How do I delete a LiftMaster MyQ device from a customer account?. 
   2. To factory reset the device:
      • For information about factory resetting a MyQ Smart Garage Hub, see Factory reset a LiftMaster MyQ Smart Garage Hub.
      • For information about factory resetting a MyQ-enabled garage door opener with the Internet Gateway, see Factory reset a LiftMaster MyQ Internet Gateway.
   3. To re-enroll the device:
      • For information about re-enrolling a MyQ Smart Garage Hub, see LiftMaster MyQ Smart Garage Hub - Installation Guide.
      • For information about re-enrolling a MyQ-enabled garage door opener with the Internet Gateway, see LiftMaster MyQ Enabled Garage Door (MyQ opener + Internet Gateway) - Installation Guide. 
      • For information about re-enrolling a MyQ Control Panel with the Internet Gateway, see LiftMaster MyQ Retrofit with Internet Gateway and Control Panel - Installation Guide.
9. If all of the above steps do not resolve the issue, then device replacement may be necessary.