Welcome to MyDockLink Support
We’re here to help you get the most out of MyDockLink. Whether you’re setting things up for the first time, troubleshooting an issue, or just exploring what’s possible, this is your go-to resource.
Our goal is simple: make your experience smooth, reliable, and frustration-free. You’ll find step-by-step guides, helpful tips, and answers to common questions—all designed to get you back on track quickly.
If you can’t find what you’re looking for, don’t worry—we’re always here to help.
Troubleshooting Basics
Hub Status Light Reference
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LED Status
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What It Tells You
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Solid Green
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✅ Connected
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Hub is online and communicating normally.
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Slow Blinking
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🔄 Reconnecting
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Wi-Fi is active; hub is attempting to re-establish cloud connection.
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Fast Blinking
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📡 Provisioning Mode (Soft AP)
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Hub is ready for setup and discoverable in phone Wi-Fi settings.
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No Light
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⚠️ Not Connected
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No network link detected.
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If LED Never Illuminates (No Light at All)
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Option 1 — Wi-Fi Only
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Hub has power but cannot reach Wi-Fi.
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Option 2 — Power or Wi-Fi
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Hub may be unpowered or Wi-Fi never initializes (LED never turns on).
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Set-Up Checklist
Before attempting setup:
- Confirm internet provider type (satellite/hotspot often fail due to latency)
- Confirm Wi-Fi reliably reaches the dock
- Verify other smart devices stay connected at dock location
- Force provisioning mode
- Hold RESET ~10 seconds until fast blinking begins (May require 2–3 attempts)
Cannot Sign In
Likely Causes
- Incorrect email (different one used during original setup)
- Password mismatch
Verify
- Confirm exact email used during account creation
- Update app to latest version
Cannot Add Hub
Confirm:
- App is up to date
- Red LED inside enclosure is visible (power confirmed)
- Fast blinking begins after RESET (~10 seconds)
Additional Checks
- Power cycle unit
- Confirm dock power is active
- Confirm lift controller is powered
App Stuck on “Checking myDockLink”
Occurs after hub is detected but not verified.
- Update app
- Update hub firmware (Settings → Hub Management → Check for Updates)
Once that is complete:
- Force-close the app and reopen
- Reset hub
- Remove and re-add the hub
Provisioning Stuck on “Sending Request”
This is the final step — phone must reconnect to Wi-Fi to complete the cloud handshake.
Most Common Causes
- Phone did not reconnect to home Wi-Fi after Soft AP
- Auto-Join disabled
- Firewall blocking outbound MQTT
Try:
- Enable Auto-Join on Wi-Fi
- Manually reconnect to Wi-Fi after Soft AP
- Confirm firewall is not blocking outbound MQTT / Port 8883
General App Set-Up
With myDockLink’s exclusive Go Home feature, your lift and dock begin preparing the moment you’re near.
Cannot Add Hub
Confirm:
- App is up to date
- Red LED inside enclosure is visible (power confirmed)
- Fast blinking begins after RESET (~10 seconds)
Additional Checks
- Power cycle unit
- Confirm dock power is active
- Confirm the lift controller is powered on
- Ensure the module/chip is fully seated
If the issue continues, try restarting your device and reopening the app. If you still need help, contact support for further assistance.
How to Change WiFi Connection
Before You Start Ensure:
- Hub or lift is powered on
- You are near the device
- You have access to the new WiFi network name and password
STEP 1 — OPEN THE MENU
Open the myDockLink™ app and select “Add a myDockLink” from the main menu.
STEP 2 — START WIFI SETUP
Select the Wi-Fi setup option.
Then press and hold the reset button for 10 seconds.
Continue when the LED begins fast blinking.
STEP 3 — ENABLE LOCAL NETWORK ACCESS
When prompted, allow Local Network access for the myDockLink™ app in your iPhone settings.
STEP 4 — CONNECT TO THE MYDOCKLINK NETWORK
Open your iPhone’s Wi-Fi settings and connect to the temporary network:
myDockLink<XYZ>
STEP 5 — RETURN TO THE APP
Go back to the myDockLink™ app and tap Next.
Follow the remaining prompts to connect your hub to your new Wi-Fi network.
Troubleshooting
- LED not fast blinking?
Hold the reset button for the full 10 seconds, then try again. - myDockLink network not showing?
Move closer to the hub and make sure the device is in setup mode. - Setup not completing?
Confirm your network is 2.4 GHz and that the Wi-Fi signal reaches your dock.
App Stuck on “Checking myDockLink”
Occurs after hub is detected but not verified.
- Update app
- Update hub firmware
(Settings → Hub Management → Check for Updates) - Force-close app and reopen
- Reset hub
- Remove and re-add hub
If the issue continues, try restarting your device and reopening the app. If you still need help, contact support for further assistance.
Provisioning Stuck on “Sending Request
This is the final step — phone must reconnect to Wi-Fi to complete the cloud handshake.
Most Common Causes
- Phone did not reconnect to home Wi-Fi after Soft AP
- Auto-Join disabled
- Firewall blocking outbound MQTT
Try:
- Enable Auto-Join on Wi-Fi
- Manually reconnect to Wi-Fi after Soft AP
- Confirm firewall is not blocking outbound MQTT / Port 8883
If the issue continues, try restarting your device and reopening the app. If you still need help, contact support for further assistance.
GoHome Mode
With myDockLink’s exclusive Go Home feature, your lift and dock begin preparing the moment you’re near.
How to Use GoHome Mode
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GoHome Mode lets you assign actions that run automatically once you are in range of your dock.
STEP 1 — SELECT YOUR DEVICE: Open the myDockLink™ app and select the lift or device you want to use with GoHome Mode. STEP 2 — OPEN GOHOME MODE: Navigate to the GoHome Mode screen for the selected device. This screen shows any assigned actions and geofence details. STEP 3 — ADD ACTIONS: Select Add Actions and choose the actions you want completed once you are in range of your dock. STEP 4 — REVIEW AND ENABLE: Confirm the assigned actions and geofence, then switch the toggle on to activate GoHome Mode for that device. Notes:
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