Is your Tailwind app showing the door open when it is actually closed? Or closed when the door is actually open? Does it seem to randomly open or close the door? If so, this is a pretty clear indication that something is not quite right with the door position sensor. In most cases it is a simple alignment issue. Please note that when you send a command from the Tailwind app to open or close the garage door, an animation in the app will show the door moving. Once the app receives confirmation that the door has completed its cycle, the app should show the correct state of the door. This means that when opening / closing the door it can take some time for the update to occur in the app, especially when closing the door. Garage doors don't open or close in 2 seconds, so please don't expect the app to show the door open or closed in 2 seconds after you tap the door icon. It takes time, but the app should show the correct state of the door within a couple of seconds after it stops moving. If something goes wrong, the app will timeout and then show the correct state of the door. The underlying message is - be patient because garage doors don't move all that fast.
A more alarming concern is when the door actually seems to open / close randomly. This is caused when the controller is receiving incorrect information about the door position, and you have automations set up like Night Mode or the timer based auto-close.
Every reported case of the app showing the incorrect door status, or random open/close events has been traced to the door sensor IF THE HISTORY SHOWS "Somebody opened / closed" the door. The following root causes have been found in ALL cases:
1) The gap is too large, making the sensor always think the door is open. You can verify this easily in the app. Just close the door using your wall control. If the app still shows the door open, the sensor is not functioning as it should.
2) The sensor and magnet vertical alignment is off. The sensor is a magnetic reed switch. As such, it has 3 "lobes" in which the magnetic field will cause the reed switch to activate. When the magnet and the sensor are properly aligned vertically, it will trigger the center lobe on the sensor.
3) The sensor or magnet is loose.
4) The sensor (and control cable) is plugged into the wrong port on the Tailwind controller, or not firmly plugged in.
5) The sensor / control cable has been damaged during installation (usually by a staple gun or hammer).
6) The sensor / magnet is defective, or there is excessive magnetic interference from nearby ferrous (steel) material.
There have been no reported cases of the app showing the wrong door state where it was not caused by one of these 6 things - all related to the door sensor hardware and installation thereof.
Please follow the steps below to verify the door sensor alignment and function and you should be able to get things working correctly.
1) Please open the Tailwind app to the door control screen where it will show the door status.
2) Please close your garage door and confirm the gap between the magnet and the sensor is less than 1/2 inch, and they are flush with each other and aligned vertically.
3) Try lightly squeezing the magnet and sensor close together (almost touching) and monitor the door state in the app. If the sensor is functioning properly and the magnet is almost touching it, it should show the door is closed in the app within a few seconds.
4) If step 3 still shows the door open, please remove the sensor from the bracket (not the magnet).
5) Remove the cover piece from the sensor. It just slips off. This will expose the contacts.
6) Use anything metal to short those contacts together. A metal paperclip or piece of short wire work well for this.
7) If step 6 results in showing the door closed in the app, but step 3 did not, the sensor or magnet is defective. Please contact tech support at firstname.lastname@example.org to get a replacement.
If your history shows a specific user opened / closed the door, please also contact us.
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