Access Hub not reporting to Acurite, but does report to WU after Internet Outage

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I see quite a few people having issues with intermittent loss of connectivity to MyAcurite and WU.  While I was suffering from this as well, I now have a new situation.

I left for the weekend and took my cable modem with me effectively cutting off internet to the Access Hub.  When I came back 3 days later, I plugged in my cable modem, waited for it to initialize, then booted the router (Asus RT-AC68W).  I then noticed my access came back online in MyAcurite, but it seemed to only upload for a very short amount of time then stopped reporting to MyAcurite.  However, my 5in1 was (and still is) reporting to WU through the access hub. 
I can connect to the Access internal web server and I see all of my sensors and the last time they updated with signal level of 4 for all 6.  The other kicker is that I can go in and manage my devices in MyAcurite, remove a sensor, then it will show back up in the available sensors after a few minutes.  I can add it back, but it never sends any data.  So the Access is connected to MyAcurite as I can remove and then Add sensors (which would require the Access to see the sensor if I understand the system correctly).  Also, I'm able to hook up my SmartHub separately, connect some of the sensors and it uploads to MyAcurite just fine, so it doesn't appear to be internet connectivity issue.

Below is what the internal web server of the access is showing

Here is an available sensor that the Access is reporting:


I did call into support. I followed their instructions of removing the batteries, unplugging the power and ethernet. While unplugged, I powered down the router and cable modem waited over a minute. Power back up in sequence waiting for each device to fully initialize: Modem, Router, Ethernet cable into Access then Power into Access.  I've done this several times and it's not reporting to MyAcurite.  I even left it unplugged overnight.  I really do not want to factory reset as the neighbor has some sensors that make it very difficult to identify which one is his and mine when adding sensors in MyAcurite as there is no signal level or when it was first seen.

For now, My 5in1 is reporting to WU through the Access and I'm able to see my other easily identifiable sensors from the SmartHub (IE the 5in1 and Room Monitor since the 'Temp & Humidity Sensors' are too difficult to differentiate with the neighbors).

The Access is plugged directly into the router, It has no batteries in it now, but when it did, they were Duracell from Costco (less than a month old).  My ISP is CableOne.
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Jake

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Posted 3 months ago

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Gregory DiCarlo

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I have the exact same issue (along with a few other problems) with my Access also. I contacted Acurite, and they had no clue what was causing it. They had me return the unit so that they could "test" it. I haven't heard back yet. Since it is reporting to Weather Underground, but not to MyAcurite, the problem is either with the firmware or their servers.

I see all the problems others are having with the Access. I really think these are issues that should have been identified and corrected before releasing these for sale. They really dropped the ball with this one!
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Donato Orlando

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I have the same issue on my day old access and I didn't even lose internet connection. It's definitely not my internet I'm a network engineer and I'm definitely not using residential grade network equipment.
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Josh Kendrick

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same boat here. im a systems admin so I know what im doing but this stupid thing won't work.
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John Z

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Donato,


Open up the Access internal web page. Are the UTC timestamps shown in the sensor list correct?
(Edited)
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Donato Orlando

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John,

They are correct. I did restart my router and the unit came up. Before restarting I checked to make sure my content filtering and geo ip filtering wasn't blocking anything and verified I allow all outbound traffic on the vlan I have the Access on. The old hub was on the same network and never had these issues.
It's possible the device isn't keeping the outbound connection open.
I'm running pfsense for my router and have the Access on a vlan with just other IoT devices.
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John Z

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Glad you are up and running!
Access does some things very differently from the old hub. Pulling time from NTP servers, timestamping data to MyAcuRite, bundling said data into 5 minute blocks, https encryption, all these are differences. I'm sure there are others, too.
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Donato Orlando

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I've been running a Rachio, Qolsys on this same network for over a year and they don't have any communication issues either. Both are running ssl encryption for their communication.
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John Z

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Donato,
Now on Access, simulate a power outage and recovery, and see if everything works as it should. Then simulate a web outage and recovery and check again. The data recovery mechanism in Access should leave you with no lost data to MyAcuRite.
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Jake

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After multiple router and cable modem reboots and Access Hub power cycles (with batteries out), it still is not updating myacurite (but is still updating WUnderground).  I see the Access Hub contacting 3 addresses (from the web log on my router):
2018-3-02  23:59:47 atlas-firmware.myacurite.com
2018-3-03  13:08:40 atlasapi.myacurite.com
2018-3-03  13:13:12 www.wunderground.com

I'm now going to turn off all the advanced functions of my router, ie QOS, Traffic Analyzer and AIProtection (all of which do not show any sort of blocking of the Access device in the logs).  I'm going to then reboot the router and Access hub to see if it will connect back up.  The Access appears to be contacting the atlasapi.myacurite.com which is where I would think it would be pushing data to MyAcurite.  The Smarthub is working well through all of this btw.  I will also try different DNS servers, such as google's dns servers to see if that might make a difference.  Right now I'm using OpenDNS.
I'll report back my results.

As a side note: The Access hub did work for a couple of weeks before this issue, and there wasn't any network changes on my system, ie new devices or changes in configuration other than the internet was offline for 3 days as I took my cable modem with me on vacation.

Jake
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John Z

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Jake,

Is your Access splash page showing correct UTC times?
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George D. Nincehelser

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Jake-

Just some observations...

The Access should be checking for firmware updates around midnight, which seems to make sense given your timestamp above.

Your Access must have been communicating fine at one time with myAcurite, otherwise it wouldn't have the information for communicating to wunderground.

Atlasapi.myacruite.com is the address the Access is sending data to via https.

The DNS angle is worth investigating.  Maybe Acurite changed a DNS entry that hasn't propagated to your DNS.  That has happened before when they made some DNS changes while having long TTLs.  Some folks were out for days because of it.
(Edited)
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Jake

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See the splash page, this is after a reboot, all sensors (and an extra from the neighbor) are reporting.



Now I'll start the 30 minute timer support said it takes for MyAcurite to show it would be up and running.  If that doesn't work, I'll change my DNS and go from there.  For what it's worth, here is what atlasapi.myacurite.com resolves to (if someone might double check these IP's for me from another working system):

C:\>nslookup
Default Server:  resolver1.opendns.com
Address:  208.67.222.222

> atlasapi.myacurite.com
Server:  resolver1.opendns.com
Address:  208.67.222.222

Non-authoritative answer:
Name:    atlasapi.myacurite.com
Addresses:  34.199.94.76
          54.243.14.85
          107.23.183.21
          34.197.130.235

Thanks,

Jake
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George D. Nincehelser

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Those DNS responses are the same on my end.
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Josh Kendrick

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same for me too but mine isn't reporting either
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Jake

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Thanks for checking those George.  MyAcurite is still red on the Access Hub (I did ensure the MAC is correct as a double check).  I'd really be interested in working with Acurite with this issue since I'm able to still utilize my smarthub.  I'm sure a factory reset would get me going again, but it doesn't help anyone else if this is in fact a firmware issue or something on the myacurite servers (since it appears my Access hub is reaching out to the myacurite servers).  So after the reboot, it's reached out to each of the servers (the log only shows the most recent request).



I just checked wunderground and it is reporting there again (less than a minute ago).
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Jake

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I'm happy to report back that whatever was blocking my Access hub from connecting to MyAcurite (it was always reporting data to wunderground) has been resolved.  It started reporting March 14th between 11PM and 12PM Pacific Time.  I'm hoping it was something Acurite patched on their servers that allowed my hub to start reporting again as that would only help everyone else that is having similar issues? And maybe prevent future issues with mine?

Not sure if anyone else that was having similar issues had the same result?  Anyhow, the firmware and reporting address are still the same (046 and atlasapi.myacurite.com respectively), so it doesn't appear to be a firmware update to my Access hub. I know at the time it started reporting, there was no reboot of my router, cable modem or a power outage that would have caused the Access hub to reboot, so this seems to be a change on the MyAcurite servers.  Given the time, I would think maybe a maintenance window on MyAcurite? I tried calling in several times to support but either the phone number didn't work or there were over 20 callers on the line and I have short windows to get through.

So I now have both hubs running (Smart Hub and Access) and will continue to do so until the Access hub has been stable for a while.
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Gregory DiCarlo

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I had the same problem. I sent the Access in for "testing" After 4 weeks, they said they couldn't replicate the problem and couldn't find anything wrong. The are sending me a brand new unit. The problem is obviously on their end. They won't admit it and are not currently looking for a fix. Acurite techs don't know what they are doing. I will test the new unit when I receive it and will post an update.
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Donato Orlando

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The funny thing is it hasn't happened to me since. I've had to reboot my router and switches which would have caused a network outage yet the unit kept uploading no problem. Also I had an issue where the unit was disconnecting from my 5in 1 . I moved my hub only 6 inches and it's been excellent signal ever since. Was it possible I didn't get some firmware update for the first 2-3 days of having this unit that I just got.