Access Does NOT Connect

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  • Problem
  • Updated 3 months ago
I have been up here reading of similar problems, and I have trouble-shot this thing without contacting you because of the apparent problems even getting through to your support staff. Here is my set-up, and I will leave this thing online if you think you can look at it remotely: I disconnected my SmartHub and continued:

Unit MAC address is 24-C8-6E-0A-69-DC. All set-up steps were followed, in order. (My previous SmartHub has been connected to the same router, at the same location with no problems) As soon as I connected the batteries (before attaching the power supply), the blue light came on. A few minutes after the power was supplied, the front light flashed yellow for a few minutes and turned blue, which I took to mean that it had connected to your servers. The rear lights show a constant yellow light and a flashing green light, which I assume means the unit is seeing the sensors and the router

I went online to Myacurite, pulled up the Devices screen and clicked on Replace, entered my unit MAC address, and clicked on Save. This is the message I got:

Device must be connected and reporting data to claim. Please make sure the device is connected to your router and the status lights are blinking.

Since that initial result, I have rebooted the router, the device (several times), removed and replaced the batteries, used another port on the router, and waited over an hour, although the front light never cycles yellow for more than a minute before turning blue.

I have gone on my router and confirmed that the device is there and recognized. I can ping the Access normally from my system. Yet, this thing will NOT connect to your system. I have reinstalled the SmartHub and it came back up and worked perfectly. The Access sits in the same place, next to the SmartHub. And no, both have not been plugged in at the same time. I still haven't been able to confirm this thing is seeing my 5-in-1 sensors.

I would like to either get another unit, or a refund, whichever is possible. I'm leaving the Access on-line in case you want to see if you can see/access it from your end.
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Gary Barth

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Posted 4 months ago

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Jim Barnes

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I got the exact same problem and issue. If I would have wrote this post I would have used the exact words.

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Michael Lefebvre

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Me Too!
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Gary Barth

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Don't expect much of anything from AcuRite. They have e-mailed me several times and asked me to send the the splash screen from my Access. They have asked me to change the batteries (didn't like the particular brand of alkalines I was usng. Have asked me more than once to reboot my router, remove the device, remove the batteries, blah, blah...

And they claim a "small amount of users are having this problem." That, my friend, is unadulterated BS. I've been overly patient with their support group, but I don't think my Access will ever work.
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Bart

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Have you tried bringing one of your sensors nearby, and then going to the IP address of the Access to see if it is showing a signal strength for that sensor? If it is showing a signal strength, it should connect the sensor to Access. HOWEVER, it may take a few minutes for it to actually connect, even if showing a good signal strength. That's how mine worked out.

I have 5 total sensors. Once it finally picked up one, it slllooooowly picked up the others, and all was working OK (maybe took a total of 30 minutes for all sensors to finally be connected properly). I think the key here is to make sure that at least one of the sensors is close so it can connect the sensor to Access. I *think* that's what the error message of "Device must be connected and reporting data to claim" means (that's my guess, anyway). If there is no sensor connected and transmitting data, the whole install fails. Again, that's my take on it...I could be wrong. :)
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Gary Barth

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1) Access is connected directly to my router (which has been rebooted several times already). Router shows MAC address of unit, and I can ping the device IP address.
2) My 5-in-1 sensor has full signal on my display, has been working with my SmartHub prior to TRYING to switch to my new Access. It's up on a 20' pole, and I have no intentions of pulling it down to put it next to this thing to prove a point.
3) Well, AcuRite, can you see my Access? Since I received it, I have:
  • Rebooted the router at least 3 times
  • Rebooted the device, by disconnecting everything, removing the batteries, and then reconnecting
  • Switched back and forth between the Access and my SmartHub to see if the SmartHub was working (it was).
I have even disconnectedd my cordless phone to make sure that signal was not interfering (it worked fine with my SmartHub).
I'm glad I only paid $40 instead of the $130 price, but if it doesn't start working, I'm asking for a refund.
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Mark Wagner

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 It is possible that you are affected by one of the several problems that a number of other users are experiencing. These issues are known to AcuRite but they have not yet provided a fix. The only thing you can do is contact AcuRite support. It can be a rather painful process and they will make you go thru some basic trouble shooting steps to ensure the problem is not with the unit itself or your network. At that point, if they determine that you are effected by one of these known issues, you will be added to the email distribution list to be notified when a fix is available. It is unclear how long that will take. I personally have been waiting since early January. Good luck.

As a side note. If you have access to a VPN and have a router that can run a VPN client so that all your internet traffic goes thru the VPN you can run a pretty fast test that will zero in on which problem you may have. It is not required and I only suggest it for those that understand networking and are comfortable with the operation of their router and how to use a VPN.
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Mark Wagner

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One other thing to check. Can you access the device info page? Open a browser and in the web address field type in the IP address that was assigned to your Access by your router (example 192.168.1.123). The screen that is displayed will provide you some additional detailed information on your Access unit and confirm that it is successfully connected to your home network.
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Mark Wagner

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Note that the device page will also show whether the Access is seeing and connected to your sensor(s). They will be listed at the bottom of the page and will show the signal strength.
(Edited)
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Mark Wagner

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One last thing. You do not have to disconnect your SmartHub to connect and test your Access unit. You can run them in parallel using the same sensor(s). Also you do not have to connect the Access directly to a port on your router. The Access works just fine connected to a Ethernet switch or hub that is connected to you router.