• myDockLink Troubleshooting Guide

    Your One Stop Shop to Fixing the myDockLink

  • Common or Catch-All Fixes -- HAVE YOU TRIED

    • Logging out, then logging back in
    • Powering down the myDockLink and powering it back up
    • Force closing the app and fresh restarting it
    • Making sure your app is up to date
    • Making sure your MDL Firmware is up to date (account settings, device manager, check for myDockLink Updates). You must already be connected to the MDL to update the Firmware, if you cannot get it connected, you may need to send it in for manual updating.
    • If none of these or the following options were able to help you, please fill out the following form: myDockLink Tech Support Request

  • Login Issues - Have You Tried

    • Force closing the app and fresh restarting it?
    • Is this the correct email address used for setting up your account? Many people have multiple emails.
    • Is the app up to date from the app store?
    • Our app uses all lowercase letters for the email, is your phone capitallizing the first letter by default?
    • Is your phone or tablet connected to the internet? 

  • Cannot Provision MDL - Have You Tried

    • Have you tried turning the Power to the MDL off and back on? Same with your phone app( Force close and restart fresh)?
    • Does the MDL Have Power (Green light slow blinking when powered, fast blinking when reset has been held for 5-7 seconds)
    • Is the app up to date from the app store?
    • If the app says the device is already registered, make sure you did not already register the unit with another email account. If you bought the device used, the old owner has to remove the device from his account before you can add yours.
    • If the app says the fraud filter is active, have you made sure to set up your subscription?
    • Make sure your location services are turned on and allowed for the app.
    • Your phone or tablet should be connected to wifi before beginning the provisioning process. 3,4, and 5G networks have shown to cause issues when provisioning. 
    • If you fail at the last step of provisioning ( after 15 of 15 attempts screen), force close the app and restart fresh and try again.
    • Make sure the MDL light is blinking fast all the way from when it tells you to reset the device, up until you pass the wifi credentials to the MDL. 

  • Poor/Intermittent connectivity - Have You Tried

    • Make sure the App is up to date.
    • Make sure the MDL Hub code is up to date. (account settings, device manager, check for myDockLink updates) You must first be connected to wifi with the MDL to find and download firmware updates. 
    • Check your RSSI (Received Signal Strength Indicator) strength (click on the green wifi symbol on the front page to see the value). If it is lower than -50 then you should expect a poorer connection. Moving a mesh extender to the dock and reconnecting to the wifi through that should improve the RSSI. Solid values are between -20 to -45. 
    • Make sure there are no obstructions between the wifi extender/mesh and the MDL. (metal walls, Sheds, etc.)

  • Won't Operate Lift - Have You Tried

    • Have you tried turning the Power to the MDL off and back on? Same with your phone app( Force close and restart fresh)?
    • Does the Firstmate unit have power to it?
    • Is the app up to date?
    • Make sure you have a Subscription Active.
    • Is the myDockLink firmware up to date? (account settings, device manager, check for myDockLink updates) You must first be connected to wifi with the MDL to find and Download firmware updates.
    • Is the MDL unit powered on and connected? Check for the solid green light on the box. 
    • Check your distance from your lift (bottom of the main screen) If the distance is green, you should be able to use the lift. If it is red, the safety lock is on by default and you will need to go into your account settings to preferences and enable the Dock Distance Override. Doing so says you understand the risks, and will allow you to operate the lift from any distance. 
    • Are you getting a fraud filter alert? Make sure your subscription is paid and card on file is up to date.  

  • Won't Connect to the MDL - Have You Tried

    • Have you tried turning the Power to the MDL off and back on? Same with your phone app( Force close and restart fresh)?
    • Is the app up to date? 
    • Is the myDockLink firmware up to date? (account settings, device manager, check for myDockLink updates) If it is 1.1.0 or older, then you may need to send in your MDL to have it manually updated. 
    • Does the MDL have power and connected to wifi(green light solid on box)? 
    • Have You provisioned This MDL to your account? You can only be connected to one MDL per account currently.

  • App Stuck with Blank Information on Screen - Have You Tried

    • Logging out, force closing the app and fresh restarting it, then logging in?
    • Are you a guest that is connected to a MDL that the owner no longer controls? If so, remove yourself if it did not automatically.
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