Sorry to hear things aren’t working quite right. We can help you with that.
Generally when the auto-open / auto-close is not working at all it can be resolved by one of the following steps. Please note that you must be logged into the Tailwind app. If you log out of the app everything stops working. Also, you cannot "kill" or "stop" the Tailwind app and then restart it while the vehicle sensor / vehicle Bluetooth is connected. If you do this, it will cause the location tracking feature to stop until the phone has been moved at least 20 feet away from the vehicle sensor for at least 2 minutes, or has been disconnected from the vehicle Bluetooth. In short, if you're close to the sensor or connected to vehicle Bluetooth, don't "kill" or "stop" the Tailwind app. Tailwind will still work even if the app is not running, but you cannot stop or kill the app while the sensor / bluetooth is in range. If you do, auto-open / close will not function until the next time the sensor / bluetooth is reconnected to your phone.
It is possible that everything is working as designed but you may not be going far enough away from your garage. Here is an article regarding the auto-close distance, and why it can take longer to close your garage door than you may expect.
Furthermore, the auto-open feature is designed to detect you arriving home. By definition this means you must travel a certain distance AWAY from home before turning around and driving home to test it. Generally we advise that users drive at least 2,500 feet away from home, and waiting 60 seconds before turning around and driving back to test the auto-open.
We've created a tool right in the Tailwind app to help you diagnose auto-open / auto-close issues. You'll find it in the main menu under "Diagnostic Tool". Here is a quick introductory video to that tool:
More troubleshooting steps:
1) Be sure you've watched, and carefully followed the steps in our Vehicle Sensor Setup video. You must follow this procedure for every user because the system assumes different users will have different preferences for auto-open / close.
2) Make sure you have the latest version of the Tailwind app installed from the Google Playstore or Apple App Store. Phone operating systems are updated on a regular basis. If your Tailwind app is not current, it won't have the latest updates to make it work properly with your phone's OS updates, and can easily cause auto-open to stop functioning.
3) iPhone users must be running iOS 13.0 or higher. When Apple introduced iOS 13, they deprecated (made obsolete) some of the iPhone operating system code used by Tailwind, which forced us to update our auto-open code to work with iOS 13. As a direct result of this change by Apple, it made the auto-open feature incompatible / unreliable when using any iOS version lower than iOS 13.
4) Make sure Bluetooth is turned on and stays on in your phone settings, and you are not regularly turning it off/on. On iPhones, if you turn the Bluetooth off and then back on, the auto-open / close feature will most likely be disabled until the next time you open the Tailwind app.
5) If you are using a Tailwind vehicle sensor, DO NOT pair it in your Bluetooth settings. This will cause problems. If you paired with the Tailwind vehicle sensor in your Bluetooth settings, please "unpair" it.
6) Make sure you've given the Tailwind app permission to ALWAYS track your location. Tailwind DOES NOT always track your location obviously, but it does need to track it when you're arriving home in your vehicle and the app is not open, so this permission is required. On iPhones you can find this permission under Settings -> Privacy -> Location. Make sure Tailwind is set to "Always". On Android phones it depends on the phone manufacturer and Android version, but you can generally find it by long pressing on the Tailwind app, then tap "app info" and then "permissions".
7) On iPhones, make sure you've given the Tailwind app "Motion & Physical Activity" permission. This permission helps the Tailwind app confirm when you are driving a vehicle. You can find this permission under Settings -> Privacy -> Motion & Fitness. Make sure Tailwind is shown and turned on. If you don't see Tailwind shown there, please delete the app. Reinstall it, log back in, and grant all requested permissions.
8) On iPhones, make sure you've given the Tailwind app "Background App Refresh" permission. This permission helps the Tailwind app receive various updates when you are driving a vehicle. You can find this permission under Settings -> General -> Background App Refresh. Make sure Tailwind is shown and Background App Refresh is turned on for both WiFi & Cellular Data. You can find the WiFi & Cellular Data option under "Background App Refresh" at the top of the screen. It will say "ON", but there are additional settings. Tap on it to be sure it's set properly.
9) Make sure your vehicle sensor is turned on (press and hold power button for 2-3 seconds - if the LED flickers, the sensor just turned on. If the LED gives one solid flash, it just turned off). If you don't see a red LED flicker or flash under the top surface of the vehicle sensor when you press and hold the power button for 2-3 seconds, it generally means the battery is dead and needs replacing. You can find instructions on how to replace the battery here.
10) Make sure your vehicle sensor is within range (less than 5 feet), and there is no metal between the sensor and your phone. The sensor signal also does not pass through the human body very well, so please make sure your body is not between the sensor and your phone. You can check the signal strength of your Tailwind vehicle sensor by going into the "Vehicle List" menu, and then to the specific vehicle associated with the sensor (tap the pencil icon to the right of the vehicle). At the bottom of the screen you will find a button "Sensor Diagnostics" that will allow you to see the real-time signal strength of the sensor. In Sensor Diagnostics you will also see a button "Update Sensor Settings" that will allow you to adjust the range of the vehicle sensor. Keep in mind that the vehicle sensor is designed to be short range - just a few feet is typically all that is required.
11) Make sure your vehicle sensor firmware is up to date. This is absolutely critical for iPhone users, but also applies to Android users as well. You can find instructions on updating your vehicle sensor firmware here.
12) Location tracking is not accurate if your phone cannot receive GPS signals. Modern phones are generally fairly good at establishing location, but some people tend to forget one critical thing. When you're using your phone for navigation, it's usually sitting out somewhere so you can see the screen - meaning it can also generally get reasonable GPS signals. However, when you're NOT using your phone where are you putting it? If you put it in the pocket below the infotainment system, or in some cases even a cup holder, you may be placing it in a location that doesn't allow reasonable GPS accuracy (depends on where the GPS receiver is located inside the phone body as well). Try putting your phone in a location that has less obstructions between it and the sky, such as in a dash mount or wherever you would place the phone if you were going to use it for navigation. The Diagnostic Tool mentioned above will show you the location accuracy in real-time as a guide.
13) Make sure you have actually turned on the auto-open / close features in the "Vehicles" screen, and set an appropriate distance. Remember, this needs to be set up for each user. The system does not assume everyone wants the same settings, so everyone sets up their own preferences in their phone / account.
14) If you are using an Android phone, make sure you have battery optimization turned off for Tailwind and that your "Allow background data" and "Allow app while Data saver on" settings are turned on for Tailwind. Please go to the "HELP" screen in the main menu of the Tailwind Android app to see how to make these setting changes. If your phone isn't listed, please review other phone screens for ideas. Auto-open / close absolutely WILL NOT WORK unless you change these settings in your Android phone, and unfortunately we cannot force these setting changes through our app. You need to make them yourself.
15) If you have an Android phone and suddenly one day your auto-open / close feature stops functioning, please check your phone settings as outlined in step 14 above. The Android operating system on some phones will occasionally RESET some or all of the settings from step 14 above without notifying you!!!
16) The sensor or vehicle bluetooth might not be detected by your phone immediately after setting it up in the Tailwind app. You may need to move away from the Tailwind vehicle sensor or your vehicle bluetooth (Android only) at least 20 feet for 2 minutes before trying to use auto-open.
17) If you set your auto-open distance to a small number such as 70 feet, sometimes the auto-open may not function. Sometimes the GPS position error of the phone can be larger, or the actual garage location learned during setup could be slightly inaccurate. If your auto-open is inconsistent and you have a small distance set, please try increasing the auto-open distance and / or re-learning your garage location in the device settings screen.
18) If the steps above all check out, try restarting your phone. This can often cause things to start working again, ESPECIALLY if your phone has recently updated it's operating system.