When troubleshooting a garage door:

1. Verify the device (e.g., cell phone, laptop, tablet) being used to send remote commands has Internet access.
   • To verify the device has Internet access, open a web browser (e.g., Internet Explorer, Google Chrome, etc.) and navigate to a website (e.g., www.alarm.com). If the website opens, the device has Internet access. If the website is unable to open, the device needs to be reconnected to the Internet in the device’s settings. 
2. If remote commands open the garage door but are unable to close the garage door, verify that the garage door operator’s safety sensors are aligned and are not blocked. 
   • Safety sensors are required for all garage doors that are compatible with Alarm.com. These sensors ensure the safety of anyone that may be in the path of the garage door when it is closing. If the sensors are misaligned or blocked, the garage door cannot close. 
3. Open and close the garage door using the local wall control to test that the garage door is reporting the correct status (open or close) to Alarm.com.
   • After opening or closing the garage door, log into the Alarm.com app or website and verify that the garage door is reporting the correlating status.  
4. For LiftMaster MyQ Accessories, verify that the device’s location has a consistent Internet connection. LiftMaster MyQ Accessories (i.e., 821LM and 828LM) rely on Internet access for it to be successfully controlled using the app. 
   • A solid green LED light on the LiftMaster MyQ Accessories indicates that it has an active Internet connection.

For further troubleshooting steps, contact your service provider.