After 2 failed attempts the Tailwind iQ3 controller goes into a “locked out” state as required by US law referencing the UL 325 safety standard. This lockout state can easily be cleared by cycling the door using any other method such as the wall control, sending a restart command from the device settings screen in the app, or by unplugging the Tailwind controller, waiting at least 5 seconds, and plugging it back in. You might need to go to a different screen in the app such as "My Devices" and then return to the door control screen. The lockout should be cleared. It may not clear immediately if you stay on the door control screen in the app while you clear the lockout in your device.
So why are you getting a lockout? Tailwind tries to open or close your door 2 times (it automatically tries a second time if the first attempt fails). There are generally 2 things that cause this:
A) The door sensor is not detecting the door movement, so Tailwind thinks the door is not moving when it actually is. If you are getting lockouts, but Tailwind is controlling your door (maybe opening / closing part way), please check your door sensor alignment. You may need to move the magnet closer to the sensor when the door is closed.
To investigate further, cycle the door up / down using your wall control or remote control. Then open the Tailwind app to the door control screen again. The lockout message should be gone.
If the "locked out" message is still there, this is a pretty clear indication that the door sensor is not detecting the door open / close events. You can check this by keeping the app open on the door control screen while you open / close the door with the wall control. You should see the door change states in the app as the door goes up / down in real life. If it doesn't, the door sensor isn't working properly and you should check the alignment and gap.
B) For some reason your garage door opener is not responding when your Tailwind controller tries to open or close your door (you hear beeping and see a flashing white light when trying to CLOSE the door for example). If this is the case, please check to make sure the control wiring from the Tailwind iQ3 to your opener is making good contact with the correct terminals on your garage door opener. Additionally, you may have a garage door opener that requires an adaptor for Tailwind to work with it. Please check our online compatibility checker for details about compatibility if you have not already done so. We can make Tailwind work with most garage door openers, but some require special wiring or adaptors.
Please try the following steps so you can finally put this behind you and start enjoying the system! Please do not skip any steps or do them out of sequence. These steps assume you have already confirmed that your garage door opener is compatible without needing special wiring or adaptors.
1) Find a short piece of wire (stripped at each end) or a metal paperclip
2) Unplug the wiring harness from port 1 on the Tailwind controller (assuming you have a single door)
3) Before proceeding with step 4, note that your garage door may open / close - so BE CAREFUL. You don't want it to hit you or anything else!
4) Holding the end of the cable, locate the pins in the connector where the blue and brown wire are. These are the same 2 wires that connect to your garage door opener - but now you're checking them at the other end of the cable - the end that was just plugged into the Tailwind controller.
5) Use the short piece of wire or metal paperclip to TOUCH the terminals for the blue wire and brown wire at the same time, effectively shorting / connecting them together. DO NOT INSERT the wire or paperclip into the holes in the connector pins as this can damage them. This should cause your garage door to open or close each time you touch them together momentarily.
If step 5 DOES NOT cause your garage door to open or close do not follow step 6 onward because it means that the blue and brown wires are not connected to your garage door opener properly. They are either not in the correct terminals, or they are loose / not making good contact.
If step 5 DOES cause your garage door to open or close, it means you've connected the wiring properly and we need to check the controller side of things with the steps below:
6) Please plug the wiring harness back into port 1 (or whatever port you're using for this particular door) on the Tailwind controller, making sure it locks into place
7) Unplug the power supply, wait at least 5 seconds, and plug it back in.
8) Confirm the status light on the Tailwind controller turns green (usually takes about 10 seconds or so).
9) Open the Tailwind app and confirm the device is online in the "My Devices" screen - you'll see a green bar on the right side.
10) Tap on your device to go to the door control screen.
11) Use a remote control or your wall control to open and close your garage door - NOT the Tailwind app. Confirm that the appropriate door icon in the door control screen in the app is updating its status to correctly reflect the door state (shows open when the door opens and shows closed within seconds of the door closing). This verifies that the door sensor is working correctly. Note that if you only have 1 door, you must use port 1 on the controller.
12) Open your garage door with the remote or wall control and leave it open.
13) Read this full instruction carefully before proceeding as it may close your garage door and also contains a specific instruction near the end. The door icon should be showing the door open in the app. Tap on it. You should hear beeping and see a white flashing light. Please listen for a "click" sound immediately following the beeping sound. You may need to be within 10 feet of the controller to hear the click sound. It should also close the garage door.
If you get all the way to step 13 and your garage door still doesn't operate, please contact us at email@example.com so we can get you fixed up. Just let us know you tried these steps already so we don't ask you to try them again :)