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The gateway or hub is offline. Please check the power and network connections. (309)

The gateway or hub is offline. Please check the power and network connections. (309)
I keep getting this Error above, The Light is Solid Green on the Gateway and it still gives Me this error. I have reset my Modem, I have Reset The Gateway, I have Restarted My Computer. I Unplugged the Gateway, Pressed The Reset Button, Plugged It back in, waited for the Yellow Flashing Lights, then let it boot up till the solid green light came on. It still says the Gateway is offline when the light is green.  

Please Help

Thank You
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  • Dawn (Official Rep) November 27, 2015 22:04
    Anthony - I apologize that you are having an issue with your gateway. When the gateway has a solid green LED that indicates that it's connected to our servers. When are you getting the error message? If it's when you are adding the serial number, the issue is generally that incorrect serial number is being entered. What I have experienced is number 1 and the letter f are two digits that get confused when entering the serial number. If you confirm that you are entering the correct serial number, please send me a picture of the serial number to MyQCommunity@LiftMaster.com
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  • 1
    I have the same issue. Just started happening - error 309. My gateway is connected but I still get that message.
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    I'm having the same thing happen.  I keep getting the same message but once in a while the app will work.  I was just able to my garage door using the app.  The garage door opened okay but the app stuck on the opening part with the timer running the whole time.  Now I can't close my garage door with the app.  What is going on?
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  • I have two WD1000WF openers, mounted side by side, on 7 foot doors.  The unit farthest from my router works perfectly.  The one next to it has never connected.  Always get the 309 error.  
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  • So one thing to understand is that the blue light on the gateway represents the wireless status.  You want to have a solid blue light.  However if you are getting this error (Error 309) it is most likely because you are not getting a connection to the Chamberlain cloud and that would be indicated by a blinking green light.  I corrected my issue by putting a wide open rule on my Internet Firewall for the IP address of my gateway device.  Once I did that it made a connection and the problem was resolved.  For the specifics the IP address of your gateway will try to make a TCP connection on port 8883.  If this connection cannot be made, then you will get a green blinking light and the Chamerlain cloud will not see your device in the cloud.  Hope this helps.
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