2 Solid Lights - No Connection

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  • Problem
  • Updated 7 months ago
As of two days ago, my Acurite SmartHub (09150M) has not been reporting information. I have two solid blue lights (one on each side) with no other activity, and the connect button on the bottom does nothing.

I have tried to troubleshoot it via the manual.

I have tried to troubleshoot it via the community forum. 

At this point I am looking to submit a warranty claim, but it looks like posting here is the only way to make that happen. 

I have owned this hub for less than a year. It was purchased through Amazon. 
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Randy

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Posted 7 months ago

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AcuRite Rachell, Employee

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Hello Randy,

We do need to make sure all troubleshooting steps have been exhausted.  When we look at your account we can see the smartHUB is not registered to your my AcuRite account. Did you remove the Device ID of the HUB?  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. Try to add your device to My AcuRite by clicking the plus tab at the top of the page. What are the lights doing after the power cycle?   Please let us know if you continue to have issues. Thank you!
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Randy

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Instructions followed - no change, both lights on solid. No I didn't remove device I.D. it just stopped working.
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AcuRite Rachell, Employee

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Hello Randy,

Do you have the smartHUB connected directly into your router?  Have you tried a different Ethernet cable and/or port on your router?  Can you please provide us with your splash page? I have provided the directions below to access this. Please let us know if you have any questions. Thank you.

1.Open a web browser (Internet Explorer, Chrome, Safari, etc.). 
2.Enter your router address in the URL bar. The default address for many routers is 192.168.1.1 --once you have entered this, press Enter on your keyboard. (If this is not your default address, consult your router's manual for the correct address.)
3.Most routers are different. Look for something similar to "DHCP List" or "Client List". These lists should contain the MAC addresses and assigned IP addresses to any devices connected to your router.
4.Locate the MAC address that matches your Bridge's MAC address exactly. This address will always start with 24:C8:6E
5. Next to the Bridge's MAC address, you should see the assigned IP address. Write this IP address down.
6. In your web browser's URL bar, now enter the IP address assigned to your Bridge, then press Enter on your keyboard.
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Randy

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Yes the smarthub is directly connected to the router. I have tried other routers, other ports, etc. I have even tried plugging it directly into the modem. These are very basic troubleshooting steps, which is where I started. They did not solve the issue.

I would be happy to show you a screenshot of the splash page... As soon as you send me a hub that works. As of right now, my hub does not work so obviously it isn't showing up. It's not connecting at all.

As I have said before... It doesn't work. It's dead. How about just replacing it?
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AcuRite Jennifer

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Hello Randy,

We have emailed you at the address on file. Please check your inbox.
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AcuRite Jennifer

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Hello Randy,

It was a pleasure speaking with you on the phone today. Thank you for going through the troubleshooting steps. Please let us know if there is anything further we can assist you with. We will get the replacement sent out when the smartHUB comes back in stock. Thank you.