App Connection Issues

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With the eKyro opener, most connection issues to the App can be resolved quickly and easily.
If you’re still seeing problems, be sure to contact us so we can make sure you’re taken care of!

Select the option below that most closely matches what you’re seeing:

Connection Fails

Issue:
While the eKyro program light is flashing, the opener fails to connect to the Smart Life app.

Potential Causes/Solutions:

  • Incorrect app is downloaded. There are several “look-alike” apps that may try to charge a fee or do not work, ensure you’re using the app here: https://go.eKyro.com/SL
  • eKyro device is out of range of WiFi for connection. We recommend connecting the device to WiFi before physical installation to ensure you can connect when WiFi connection is strong. If possible, move the eKyro unit closer to a WiFi router and try connecting again.
  • VPN’s: If your phone has a VPN active, please disable the VPN while the eKyro opener is connecting. The VPN can re-enabled after the VPN has been connected.
  • Phone App permissions are not enabled, please ensure bluetooth and network permissions are turned on within the app.
  • (Less Common) eKyro device WiFi network card is bad and a replacement is required. Contact Us and explain the issue.
Device Not Showing in App

Issue:
When attempting to add the device no Garage Door device shows to be added.

Most Common Cause/Solution:

  • eKyro Opener is not in “Programming Mode”. Press/hold the “Program” or “reset” button for 6-8 seconds, when the light begins to flash you can proceed to add within the app

Alternate Causes/Solutions:

  • Incorrect Smart Life app downloaded (there are some imitation apps), use the app link here: https://go.ekyro.com/SL.
  • Permissions have not been allowed, Bluetooth and the Network visibility permissions need to be enabled (different on iOS vs Android).
  • (Less Common): WiFi Card or Bluetooth module faulty, Contact Us for a replacement device.
Door Control ONLY Works at Home

Issue:
The eKyro opener only works when at home (may appear to be only when on home WiFi).
(The device is “falling back” to bluetooth due to network connection issue).

Most Common Causes/Solutions:

  • Network has changed (new router or network name) causing device to no longer be able to connect, press/hold the “Program” or “reset” button for 6-8 second and if/when the light begins to flash re-add to Smart Life with updated credentials.
  • (Less common) The device WiFi module has failed or is not working reliably and the device needs to be replaced. Contact Us for a replacement device.
Device Goes Offline

Issue:
The eKyro opener is online for a period of time, but eventually falls offline within the app. Only comes online occasionally and device open/close alerts are not consistent OR does not come online at all anymore.

Most Common Cause/Solution:

  • eKyro device network card has failed or is flaking out. We are happy to send you a replacement device, Contact Us and describe the issue.
  • Network has changed (router, SSID (network name) or device has been moved). Press/hold the “Program” or “reset” button for 6-8 seconds, if/when the light begins to flash, see if you’re able to re-add it to the app.
New WiFi Network or Router – Device Disconnected

Most Common Solution:

  • Press/hold the “program” or “reset” button on the eKyro opener for 6-8 seconds. When the light begins to flash, re-add it to Smart Life with the correct Network Name. The new credentials will be passed to the device and it will connect.
  • (Less Common) In certain scenarios, with older WiFi chipsets, the device could become “bricked” or stuck. If your device is unresponsive to the button press/hold (6-8 seconds) and you can’t get it to start flashing, let us know and we will happily send a working replacement.
Door Not Closing When Button is Selected

Issue:
With the red/black control wires connected to the terminal head unit the garage door motor unit will not operate when the eKyro opener cycling (eKyro unit makes a “click” noise).

Most Common Cause/Solution:

  • If the opener is a Chamberlain/LiftMaster/CRAFTSMAN/Raynor device and has a Yellow round or White round learn button it has a proprietary switching system and will require an adapter.
    We provide them at no cost, just complete the form here: Compatibility & Garage Door Adapter

Alternate Causes/Solutions:

  • The eKyro Red/Black control wires may not go to the Red/Black garage door motor terminals:
    • Our Compatibility & Garage Door Adapter page has over 1,000 wiring installation instructions for the most common openers.
    • Many Chamberlain/LiftMaster/CRAFTSMAN/Raynor openers connect to the Red/White terminals (typically the 2 left terminals).
    • Genie/Overhead Door openers connect to the BWC terminals (Button Wall Control).
Device Doesn’t Go Into Pairing Mode

Issue:
After trying to press/hold the “Program” or “Reset” button for 6-8 seconds the device will not go into programming mode and the light will not start flashing.

Most Common Cause/Solution:

  • The device may have become “bricked” or stuck and will need to be replaced. Contact Us for a complimentary replacement device.
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