Attention iPhone users: iOS 15.0 through 15.2.x contain bugs that affect the auto-open feature. Versions above or below work fine.

Is the service down currently?

Comments

10 comments

  • Official comment
    Scott Riesebosch

    Jason,

    The service is not down. What you are describing sounds like the door sensor may be out of alignment, so when the door is closed Tailwind still shows it open because the sensor isn’t picking up the magnet.

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  • Jason Heminger

    Yes, you were right...there was a small pebble blocking the door from closing (and alignment of sensor) by 1/2".  After I fixed that though (now at least I get proper reporting of open/closed status), the device refuses to control the garage door anymore though...I hear the "click" but nothing happens.  I've restarted the device and unplugged it multiple times.  I find that's a very odd coincidence.

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  • Jason Heminger

    BTW, I did just follow the steps at https://gotailwind.zendesk.com/hc/en-us/articles/360020903011-The-door-says-LOCKED-OUT-Tailwind-doesn-t-open-or-close-the-door-How-do-I-fix-it-

    I got all the way up to step 13 (and using a paper-clip in step 5 did trigger the door activation), but it still is not working.

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  • Scott Riesebosch

    Jason,

    Ok please try the following test:

    1) Tap the gear icon to the right of your Tailwind device to bring you to the device setting screen. Change the number of doors to 3 and save the update. You will now show 3 door icons on your door control screen, representing doors connected to ports 1,2,3 on the controller.

    2) Cycle the power on your Tailwind controller to reboot it.

    3) Move the control cable from port 1 to port 2. Try controlling the door by tapping on the second door icon.

    4) Move the control cable from port 2 to port 3. Try controlling the door by tapping on the 3rd door icon.

    5) Move the control cable back to port 1. Try controlling the door by tapping on the first door icon.

    Please let me know what happens.

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  • Jason Heminger

    Scott,

    It seems to refuse to work from any of the 3 ports...as before, you'll hear the click, but nothing ever happens.

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  • Scott Riesebosch

    Jason,

    Sorry for the delayed reply. This is strange. What kind of garage door opener do you have? It sounds like it used to work, but now it doesn't?

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  • Jason Heminger

    Yes, it had worked perfectly fine in the 6 months I have had it until Friday when I originally reported the issue.  I have a Marantec.  What are the next steps of troubleshooting?  Do I need a replacement controller at this point?  It's well within the year of warranty.

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  • Scott Riesebosch

    Jason,

    If it turns out to be a controller issue we will definitely take care of that for you - no worries there. It's just highly unlikely that all 3 ports would be defective. That makes me think it is something else.

    Please try this:

    Click the gear icon to the right of whatever door icon you're using (port 1,2, or 3).

    Try changing the pulse time to something like 300mS for open and close.

    If that doesn't work, try numbers on either side of it like 200mS and 400mS.

    Also, are you using an Android phone or iPhone?

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  • Jason Heminger

    Scott,

    I finally got around to this and after changing the pulse time to 300ms, things are working again.  I guess I am confused as to why this change was necessary?  I know there was a firmware update in the last couple of weeks.  Is it possible that modified something?  I don't recall what the "original" setting was, but like I've mentioned throughout, I didn't change any settings prior to the original issue.

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  • Scott Riesebosch

    Jason,

    This wouldn't be the first time where the original pulse times were right at the edge of "acceptable" for certain garage door openers. I cannot tell you why the original pulse times would suddenly just not be acceptable anymore. It is certainly strange, but I did not design the garage door opener so I can't say exactly what changed. I only know that Tailwind has extremely tight control on the pulse times, so those don't change over time. They are controlled by an extremely accurate onboard clock.

     

    FYI the factory pulse time is 1500mS. This is relatively long and we selected it because it gave the widest compatibility "out of the box".

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