Do you have an IQ3 2.0 or IQ3 2.1? 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 and the notifications say "Somebody" opened / closed the door? If so, this is a pretty clear indication that something is not right with the door position detection. If you are using a door sensor in your installation, 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, timed auto-close, or an integration that automatically closes the door. Such automations THINK they are closing the door, when in fact, they end up opening the door due to incorrect door position information. The Tailwind controller is designed to detect this fault. If it does not detect that the door has closed within 60 seconds it will automatically send a 2nd command to the garage door opener to return the door to its original position and then lock out control for safety reasons until the fault condition is cleared.
The following steps can help you determine the root cause.
Make sure you checked our SmartFit Guide to see if your opener requires a door sensor or not, and what connector terminals you should use on both the Tailwind controller and on your opener.
I have a digital Installation - No Door Sensor Used
If the SmartFit Guide indicates your opener is digital and DOES NOT require a door sensor, make sure you've connected the control wires to the digital terminals as shown in our YouTube installation video for your controller, and then re-run the "learn opener type" process in the app. You can do this by closing the door with your wall control or remote control. Then, with the door in the closed position, open the Tailwind app. Tap on "Devices" at the bottom of the screen. Tap on your device and then tap on "learn opener type". NOTE: this option will NOT be available if you have an IQ3 2.1 configured for multiple doors or have turned on the "3 button dry contact" option.
If you've checked the SmartFit Guide and watched the installation video on YouTube to verify your wiring is correct, and you've re-run the "learn opener type" procedure and the app is still not showing the correct door position, please email support@gotailwind.com. Be sure to tell us what steps you've already taken to resolve the issue. Provide the email address you used to log into the Tailwind app and pictures showing how you connected the wiring to your Tailwind controller, wiring to your garage door opener, and a picture of your wall control. Please also describe the issue you're having (door always shows closed / open).
My Installation Uses a Door Sensor
If the SmartFit Guide indicates your opener requires a door sensor (whether it is digital, dry contact, or 3 button dry contact), make sure you have installed the door sensor correctly as shown in our YouTube installation video for your controller.
If everything above checks out, you are probably experiencing 1 of 2 things. The app always shows the door open or the app always shows the door closed:
App Always Shows the Door Open
Open the Tailwind app. Use your wall control or a remote control to open / close the door. DO NOT use the Tailwind app to control the door - you're just using it to see what status it shows. If the door always shows open in the app, close the door with your wall control or remote and leave it closed. Make sure the door sensor gap and alignment are within the specifications shown in your user guide.
Make sure the B-connector crimps are solid. These are the small connectors that connect the door sensor wires to the longer wires that run from the door sensor to the controller.
Make sure you connected the door sensor wires to the correct terminals on the INPUT side of your IQ3 2.0 or 2.1 controller.
On the IQ3 2.0 they are:
"Door Sensor" (purple connector) and "Common" (white connector).
On the IQ3 2.1 there are 3 door sensor inputs:
Door 1 -> "Door 1 Sensor" (purple connector) and "Common" (white connector)
Door 2 -> "Door 2 Sensor" (pink connector) and "Common" (white connector)
Door 3 -> "Door 3 Sensor" (brown connector) and "Common" (white connector)
If you confirm the wiring is not damaged and sensor installation is correct, remove the door sensor wires from the terminals on the IQ3 2.0 or 2.1 controller. This can be done by using the tip of a screw driver to press the "release" button on the wiring terminal and then pulling the wire out. Using a short piece of wire, insert one end into each of the 2 door sensor terminals, effectively shorting them together.
If the app shows the door closed with a piece of wire shorting the door input terminals together (for example, the purple and white terminals for a single door installation), it means the controller is working properly. Jump down to the section below labeled "Check sensor"
If it still shows the door open in the app, it means that either the "learn opener type" procedure has identified the opener as being a type that does not use the door sensor input and there is a control wiring error, or there is a failure of the controller.
Check the SmartFit Guide and watch the installation video on YouTube for your particular IQ3 2.0 or 2.1 controller to verify your wiring is correct. Then try running the "learn opener type" procedure again. You can do this by closing the door with your wall control or remote control. Then, with the door in the closed position, open the Tailwind app. Tap on "Devices" at the bottom of the screen. Tap on your device and then tap on "learn opener type". NOTE: this option will NOT be available if you have an IQ3 2.1 configured for multiple doors or have turned on the "3 button dry contact" option.
If you've checked the SmartFit Guide and watched the installation video on YouTube to verify your wiring is correct, and you've re-run the "learn opener type" procedure and the app is still not showing the correct door position, please email support@gotailwind.com. Be sure to tell us what steps you've already taken to resolve the issue. Provide the email address you used to log into the Tailwind app and pictures showing how you connected the wiring to your Tailwind controller, wiring to your garage door opener, and a picture of your wall control. Please also describe the issue you're having (door always shows closed / open).
Check sensor
Cut and strip the sensor wire connections at the B-Connectors where the 2 white sensor wires connect to the long wire that runs to the controller. Touch the 2 long wires together at this point. Normally they will be white and white / black stripe and they run back to the controller.
If you touch those 2 wires together it should send the signal to the IQ3 2.0 or 2.1 controller that the door is closed. If the app still shows the door is open, check the wiring for damage. It must be damaged somewhere since the earlier tests verified the door input is working properly.
If the app shows the door is closed when touching the 2 wires together it means that either one or both of the B-connections was faulty, or the door sensor is defective. Re-connect the long sensor wires to the 2 white door sensor wires by stripping the insulation and twisting them together - essentially putting them back the way they were originally but without using the B-connectors. With the door still in the closed position and the wires re-connected, if the app now shows the door is closed, the issue was with the B-connections. If it still shows open, the door sensor is defective. Please email support@gotailwind.com. Be sure to tell us what steps you've already taken to resolve the issue, and that this troubleshooting guide indicated that your door sensor is defective.
App Always Shows the Door Closed
Open the Tailwind app. Use your wall control or a remote control to open / close the door. DO NOT use the Tailwind app to control the door - you're just using it to see what status it shows. If the door always shows CLOSED in the app, check the door sensor wiring for damage. This can often be a simple nail or staple through the wire and not obvious.
Open the door with your wall control or remote and leave it open unless you need to re-run the "learn opener type" procedure.
Remove one of the door sensor wires from the terminals on the IQ3 2.0 or 2.1 controller. This can be done by using the tip of a screw driver to press the "release" button on the wiring terminal and then pulling the wire out. You only need to remove one of them.
If the app shows the door open, it means the controller is working properly. Go ahead and re-insert the door sensor wire back into the terminal and jump down to "Check Sensor and Wiring"
If the app still shows the door is closed, it means that either the "learn opener type" procedure has identified the opener as being a type that does not use the door sensor input and there is a control wiring error, or there is a failure of the controller.
Check the SmartFit Guide and watch the installation video on YouTube for your particular IQ3 2.0 or 2.1 controller to verify your wiring is correct. Then try running the "learn opener type" procedure again. You can do this by closing the door with your wall control or remote control. Then, with the door in the closed position, open the Tailwind app. Tap on "Devices" at the bottom of the screen. Tap on your device and then tap on "learn opener type". NOTE: this option will NOT be available if you have an IQ3 2.1 configured for multiple doors or have turned on the "3 button dry contact" option.
If you've checked the SmartFit Guide and watched the installation video on YouTube to verify your wiring is correct, and you've re-run the "learn opener type" procedure and the app is still not showing the correct door position, please email support@gotailwind.com. Be sure to tell us what steps you've already taken to resolve the issue. Provide the email address you used to log into the Tailwind app and pictures showing how you connected the wiring to your Tailwind controller, wiring to your garage door opener, and a picture of your wall control. Please also describe the issue you're having (door always shows closed / open).
Check Sensor and Wiring
If there are no signs of damage to the wiring, cut one of the two door sensor wires at, or near the point where they connect to the door sensor (cutting off a B-connector for example). It does not matter which one you disconnect from the door sensor. If the app shows the door open when you disconnect one of the door sensor wires, it means the door sensor is defective, or something is magnetic (or has become magnetized) and is sitting in close proximity to the door sensor. For example, there have been cases where the door track itself became magnetized, causing the sensor to always think the door is closed. The solution - move the sensor away from whatever is magnetized or replace the sensor. Replacement sensors are available on our website.
If the app still shows the door is closed, even with one sensor wire cut at / near the B-connector it means the wiring is damaged somewhere. There is most likely a nail / staple through it and it can be tricky to find.
Comments
0 comments
Please sign in to leave a comment.