Progress with the Prom Gates
Latest update: Thursday, October 22nd, 2026
Troubleshooting any complex technical issue, especially an intermittent one, is difficult, frustrating, and can be very time consuming. Although we've come along way our patience with LiftMaster and the unit at Prom has come to an end. We are certain the issue is with the swing gate operator(s) so we have asked Star Technologies to SWAP the two operators at the Prom entrance with the two known working ones at the Links/Legends Back Gate. We are hoping this fully resolves the issue for Prom residents.
This is a fairly large and specialist job and the earliest they can have someone onsite to perform the swap is next week. We will keep you updated on the exact date(s). We expect the problem to follow with the unit over to the back gate. We will continue to put pressure on LiftMaster to stand behind their product and get to root cause, and we hope this doesn't cause too much if any disruption to residents who live in Ventura, Mandalay, or Veranda but they always have a second option, via the Main Gate on Masters Blvd if necessary.
Here's a little detail on where we stand right now:
When the entrance gate fails the priority is always to get the resident or guest access to the community. Doing this however clears the fault making it impossible to troubleshoot but keeping the gate in a failed closed state while waiting 2-4 hours for a technician to arrive, especially with Prom only having one entrance, was not an option either.
After the two failures last weekend we decided to take a different approach. We had to have someone onsite do some basic troubleshooting to help narrow down exactly where the fault was coming from. We decided to wait for the next failure then have one of the Onsite Gate Support Team respond immediately when called. They were shown how to safely manually open the exit gate and use cones to direct traffic in/out of the exit temporarily. This way the entrance gate could remain in an error state for troubleshooting without impacting Prom residents.
We never had to do this because this morning, while at the gate, one of the team was there when it failed to open. They were able to take videos of the internal workings of the barrier arm to show it in a failed state as well as taking other videos of multiple attempts to open the gate while the error was occurring. Those videos were shared with the vendor this morning and, if you're interested, you can see one of them here.
It is evident now that the barrier arm is receiving the "open" signal from the controller and it is sending that command to the master swing gate operator. The fault appears to be somewhere in that unit. We contacted LiftMaster and although they acknowledge the fact we've opened multiple tickets on this unit, and they've replaced multiple parts including both system boards, before they replace anything else they want more evidence of where the failure is occurring inside the operator. Technicians are currently onsite trying to replicate the fault again so they can do more troubleshooting with LiftMaster.
We will keep everyone posted.
