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App incorrectly reports door open

Posting on behalf of a friend. On my advice, he had bought a MyQ Smart Garage Hub. Now his app is claiming that the door has been open for 13 hours, whereas it's actually closed (as verified by his security cameras.) Why can't MyQ get something as basic as the correct open/close state of a door right, and why would it randomly pop up this alert while he was on his way to work (and not near his house?)
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