09150TRX smartHUB Not Connecting To Network

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  • Updated 5 months ago
Hello,

I have a 09150TRX smartHUB that I cannot get to connect to my network.  The sensor status light stays lit up solid blue, and the network status light rotates between being off and going solid blue about every 30 seconds.  The lights on the network port on the back of the hub are lit/blinking.  I do not, however, see the hub's MAC address listed in the list of connected devices on my router.


I've searched the forum and tried the reset steps I've seen listed (unplug the hub for 5 minutes, plug it back in and hold the register button for 5 seconds), but that hasn't helped.  I also tried using a new network cable and plugging in to a different port on my router, which hasn't worked either.


Is there something else I can try, or is my hub dead?


Thanks for your help,
Dave
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Dave

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Posted 5 months ago

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Stephen Cortright

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Same problem Dave - have you called in for help?
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Dave

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Not yet, I was hoping someone from Acu-Rite support would respond here; I can't really call during their support hours, and I haven't been able to find an e-mail address for support either.
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JR Mohr

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I too, have had the same problem for months now, no internet connection. I was on hold for over 25 min waiting for someone to answer, gave up - got on chat with tech support. I was told the bridge had to be plugged into the internet router not a switch or other network extender. I followed all steps and still no internet connection. I am very disappointed in the service and response from Acurite. Would like a replacement bridge if I ever get someone to call me back!
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AcuRite Jennifer

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Hello JR Mohr,

We are sorry for the long hold times.  What are the lights doing on the smartHUB? What is the model number of the smartHUB? Do you have it plugged directly into the router? What is the name brand of the router you are using?
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AcuRite Rachell, Employee

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Hello All,
We apologize for the delay in response and any delay trying to reach the AcuRite Loyalty Team. We have come into our busy season and are experiencing high volume on both the phone and Social Media support. 



If you are seeing the network status light go on and off in 30 second intervals, this tells us that the HUB is not connecting to your network. Do you have the smartHUB connected directly into your router or are you using a switch of any kind?  The smartHUB needs to be connected directly into your router.  Please power cycle your smartHUB and router. To do this, you will unplug your Ethernet cable from the router then the adapter for the HUB. After this you can unplug your router. Please leave them unplugged for about 5 minutes. When you plug them back in plug the router in first and let it completely boot up, then you can plug the Ethernet cable into the router after that the adapter. We do recommend trying a different port and/or Ethernet cable if the issue continues.  DHCP needs to be enabled and MAC address filtering disabled on your router.  Please let us know if the issue continues. Thank you.
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Dave

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Hi Rachell,

Thanks for responding.  I did some more troubleshooting tonight using the steps you provided, and I am still having the same issue.  The smartHUB is connected directly into my router.  I have tried different cables and ports, DHCP is enabled on my router, and I do not filter MAC addresses on my router.
Each time I tried a new port or cable I unplugged power to the smartHUB and router for 5 minutes, then plugged them back in, router first.  Are there any other troubleshooting steps I may be able to try?

Thanks again,
Dave
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AcuRite Jennifer

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Hello Dave,

What is the name brand of the router you are using? Is it the network light that is still flashing? Is the amber flashing on the back, and the green solid? Did you power cycle both the smartHUB and the router? Is it possible you have a firewall on the router that is preventing the smartHUB from being detected? Do you have your TCP port 80 open on the router? This is the port the smartHUB transmits through.
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Dave

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Hi Jennifer,

Sorry it took a while to get back to you.  I am using a Netgear R7000 router, and no firewall is configured.  TCP port 80 is open.  I did power cycle both the router and the smartHUB as suggested.  And the network lights in the back of the smartHUB are acting like you described, one solid green, the other flashing amber.  I am still not able to see the smartHUB listed as a device connected to my router.

Thanks,
Dave
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George D. Nincehelser

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Are you sure your cable or wiring isn't flipped?

My Netgear router won't work with the SmartHUB with flipped wiring because the SmartHUB is a 10Meg half-duplex device.  If I use a straight cable, everything is fine.
(Edited)
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AcuRite Jennifer

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Hello Dave,

What are the blue lights doing on the smartHUB? Do you have a firewall that could be preventing it from showing in your router settings? Have you checked what George suggested above?