MASS PHENOMENON OF GUEST PASS DISAPPEARNCE
Calls flooded into the TSC last week early on Tuesday morning as facility administrators and dealers from all over the nation discovered they were no longer able to see guest passes within the myQ Community web portal. "The page is just blank! I can't even search for one." Reported one admin who was especially concerned. Developers swiftly determined the cause and were able to correct the issue within 2 days.
Subject lines on cases should have the impacted service of the issue (app, software or hardware model #) and a few brief words that describe the issue.
REminder:
ACS Weekly News
Case of the Week
Issue: App grants access but the activity does not show up in the web portal even though other types of activity are showing.
Resolution: The customer was using another access control system in parallel to their LiftMaster device. The app being used was for the other access control system.
5/11/26 - 5/15/26
Silly Stuff SIDD Says
Did you Know?
You can use the "Explore" page in the myQ Community web portal to determine which features are included in each subscription plan.
Positive Survey Responses
"This is my first time calling MyQ support. I had a login issue. Taylor was kind, quick and knowledgeable. He had me back up & running in a super short time. I hope that if I ever need LiftMaster support again, that it is this easy and quick. Thank you!"
"Hunter was infinitely patient in narrowing the issue in using myQ Community software to be able to create a Guest Pass again as I had earlier this year before the most recent update."
USERS LOCKED OUT AS CAPAC FAILS TO FIRE RELAY
Several facilities lost access to their properties last Thursday. While the app showed no signs of malfunction, showing access granted, doors and gates failed to open. Upon further investigation, TSC agents discovered that the activity log within the myQ Community web
portal was reporting that the access had been granted via the app. Further troubleshooting revealed that the LED for the relay on the CAPAC was not illuminating when the access point was triggered via the app. Thankfully, the issue was resolved within a few hours.
TIP:
Searching Salesforce for a CP# that's having a hardware issue can sometimes find evidence that the main board or controller was used and found defective at another facility.
Want to sumbit an image for the board? Send your image via email to allicia.entsminger@chamberlain.com
ACS News Cork Board 5/11/26-5/15/26
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Transcript
MASS PHENOMENON OF GUEST PASS DISAPPEARNCE
Calls flooded into the TSC last week early on Tuesday morning as facility administrators and dealers from all over the nation discovered they were no longer able to see guest passes within the myQ Community web portal. "The page is just blank! I can't even search for one." Reported one admin who was especially concerned. Developers swiftly determined the cause and were able to correct the issue within 2 days.
Subject lines on cases should have the impacted service of the issue (app, software or hardware model #) and a few brief words that describe the issue.
REminder:
ACS Weekly News
Case of the Week
Issue: App grants access but the activity does not show up in the web portal even though other types of activity are showing.
Resolution: The customer was using another access control system in parallel to their LiftMaster device. The app being used was for the other access control system.
5/11/26 - 5/15/26
Silly Stuff SIDD Says
Did you Know?
You can use the "Explore" page in the myQ Community web portal to determine which features are included in each subscription plan.
Positive Survey Responses
"This is my first time calling MyQ support. I had a login issue. Taylor was kind, quick and knowledgeable. He had me back up & running in a super short time. I hope that if I ever need LiftMaster support again, that it is this easy and quick. Thank you!"
"Hunter was infinitely patient in narrowing the issue in using myQ Community software to be able to create a Guest Pass again as I had earlier this year before the most recent update."
USERS LOCKED OUT AS CAPAC FAILS TO FIRE RELAY
Several facilities lost access to their properties last Thursday. While the app showed no signs of malfunction, showing access granted, doors and gates failed to open. Upon further investigation, TSC agents discovered that the activity log within the myQ Community web
portal was reporting that the access had been granted via the app. Further troubleshooting revealed that the LED for the relay on the CAPAC was not illuminating when the access point was triggered via the app. Thankfully, the issue was resolved within a few hours.
TIP:
Searching Salesforce for a CP# that's having a hardware issue can sometimes find evidence that the main board or controller was used and found defective at another facility.
Want to sumbit an image for the board? Send your image via email to allicia.entsminger@chamberlain.com