Access Always Goes Offline...Never Worked Properly while SmartHub Does

  • 1
  • Problem
  • Updated 3 days ago
  • (Edited)

  1. The battery door center battery clip was broken from day one. I figured it would not be a problem but the with the daily resets, it is.
  2. The Access unit has firmware version 47.
  3. The Access has not worked properly from day one. The Access will go offline within hours of resetting.
  4. When the Access goes offline, it is slowly losing the sensors. I have seven sensors and there is no set pattern on how they go offline. Sometimes the closest one, which is about 20 feet away will be the first one. While offline, the SmartHub still works properly with all TEN sensors.
  5. I have always just rebooted the Access either by unplugging or remotely via the web browser/IP address. When it is offline, all sensors still show up via the IP address webpage.
  6. When offline, it still always reports to WU.
  7. I have a typical home...only the 5-1 is outdoors and it is line-of-sight with a window. All other sensors are indoors with drywall. I never had a dropped sensor with the SmartHub.
  8. I have an Apple Airport Extreme. The speed at the hub is 115mbps (download)/14mbps (upload). Again, the SmartHub has worked perfectly for years with the same setup.
  9. I have Duracell batteries the Access in all indoor sensors and Energizer lithiums in the 5-1.
  10. The Access is about seven feet away from the router. There are no other electronics close by. Again, the SmartHub worked perfectly at this location. I tried several other locations with the same results.

Please note, that I have tried to call customer service and can never reach a person. The callback feature does not seem to work either. It seems email support takes weeks as well. 

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MacGarage

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Posted 2 weeks ago

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MacGarage

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I am following this thread and noticed the same issue with the internal time setting on the Access:

https://support.acurite.com/acurite/topics/access-sporadic-connectivity-on-acurite-dashboard?topic-r...

It does seem that if the time on the Access if off when it losses its connection...then when you reset it the Access's time is correct. Once the clock in about an hour, it is out of sync again, it then loses its connection. 
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MacGarage

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I am watching my sensors die off one-by-one.

This time, the one that is closest was the first to go and the one farthest is still reporting properly. The time reported on the Access Internal Info page is off for all sensors by six minutes while the time for each sensor, dead or alive is different for all of them. The still active ones have the closet correct time on the AcuRite webpage. Not sure if that has anything to do with it.

Of course, the SmartHub is working perfectly. 
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MacGarage

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As a last resort, the Access now has a 10ft ethernet cord direct to my provided internet router (Spectrum Technicolor TC8715D) and as close as 10-15 feet to an indoor sensor in the same room and via a window line of sight now about 100 feet to my 5 in 1.

It still drops the connection to all sensors at the same rate.

I have called Customer Service three times now...always on hold for what seems forever. 

I have emailed Customer Service ages ago for this without a response.

Please do not tell me to call Customer Service as you do not answer your phones!

Please just call me back as promised or please answer my emails or please do more than tell me to call Customer Sevice via the forum here.
(Edited)
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MacGarage

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Now the Access is not even coming back online after 24 hours while the SmartHub works fine. The Access still shows on my network with the blue light (after a number of restarts).

I have called again to be put on hold forever and never received a callback.

I emailed weeks ago with only the auto-response email back.

Horrible customer support!
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Jim Ace

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I had the same issue for months,  I sent my unit back for testing, let's see if they can find a fix.  I move over to another manufacturer and now have no problems.  Good luck.