Case: Barrier Can Only Be Opened Using Force Open / Force Close in the App

Case: Barrier Can Only Be Opened Using Force Open / Force Close in the App

Question

A user reports that the Barrier can no longer be operated normally using the remote or the mobile application. The barrier only responds to Force Open and Force Close commands from the app.

Example user report:

Dear Support Team,

Thank you for the quick response. All my attempts to log out and log back in have been unsuccessful. I also unplugged the battery box, fully charged it, and reconnected it. Still no improvement.

I also reactivated the Keyfob several times, but that didn't help either. The Keyfob no longer works, and I can only force-open and force-close it using the app. Normal opening and closing isn't possible.

Sometimes, after I force-close it, I can open it normally via the app. The app also occasionally displays the message: "The process took too long."

Answer

If the Barrier cannot be opened or closed through normal commands or remotes, but Force Open and Force Close still work, the issue is usually related to the laser sensor. The laser sensor is responsible for detecting obstacles and ensuring safe operation. If the sensor reports a blockage or malfunction, the Barrier may prevent normal operation while still allowing force commands.

First Troubleshooting Step

The best way to diagnose this issue is to generate a telemetry report from the mobile application and send it to the Support team for analysis.

Please follow the instructions in the following article:

Telemetry Report for Barrier


Why the Telemetry Report Is Important

The telemetry report provides detailed diagnostic information from the Barrier. This information allows the Support team to quickly identify the root cause of the issue and provide the appropriate solution.



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