Access is transmitting data to WU, but is constantly dropping off-line to MyAccurite.

  • 3
  • Problem
  • Updated 1 month ago
Access is transmitting data to WU, but is constantly dropping off-line to MyAccurite. Many emails being received for loss of signal, but again, WU is updating normally. A restart of the Access will at times fix the problem for only for just so long. Anybody else seeing this?
Photo of Steve Fentner

Steve Fentner

  • 2 Posts
  • 0 Reply Likes

Posted 2 months ago

  • 3
Photo of Brett

Brett

  • 48 Posts
  • 23 Reply Likes
Look around the forum.  Many of us are having the same issue.  No fix from Acuwrong...just silence.
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 145 Posts
  • 35 Reply Likes
Yes, many of us are having this issue.Acurite is aware of the problem, but have done nothing about it. Don't hold your breath.
Photo of Steve Fentner

Steve Fentner

  • 2 Posts
  • 0 Reply Likes
Thanx guys,,,was hoping I wasn't losing my mind as I've pretty much exhausted all other avenues,,,patience I guess,,,,
Photo of George D. Nincehelser

George D. Nincehelser

  • 6684 Posts
  • 1236 Reply Likes
Acurite has a habit of not saying what issues they are working on, but experience has shown they aren't sitting on their hands during their silence.
Photo of John Beattie

John Beattie

  • 17 Posts
  • 2 Reply Likes
Yes I've had the exact same problem and even started a separate thread to try to address this.  Like everyone else haven't heard a thing from customer support, and have even questioned whether they monitor these forums.  
Photo of AcuRite Rachell

AcuRite Rachell, Employee

  • 6284 Posts
  • 199 Reply Likes
Hello All,

If you are experiencing this issue, please provide us with the following information. Thank you.

When your Access goes offline, do both sensors go offline at the same time always or does it seem one does more than the other?

Do the sensors come back online by themselves or do you have to do a power cycle to get them back up and running?

If you are sending to Weather Underground, do you lose connection to WU as well?

What building material is between the Access and the sensors?

What is the make and model of your router? Are you using a switch?

What brand of batteries do you have in your Access?

Do you have the Access within 3 feet of any major electronics, router and smartHUB included? If so, please move the Access away from the electronics as far as the Ethernet cable will allow you.
Photo of Jim Ace

Jim Ace

  • 169 Posts
  • 26 Reply Likes
copy and paste support...LOL
Photo of AcuRite Rachell

AcuRite Rachell, Employee

  • 6284 Posts
  • 199 Reply Likes
Hello Jim,
We need the same information from anyone that is experiencing this issue which is why the same questions are asked. If you would like assistance, please provide the requested information. Thank you.
Photo of Jim Ace

Jim Ace

  • 169 Posts
  • 26 Reply Likes
How many times do I have to send you the same information, give me a break, just fix this thing already.  What a joke.
Photo of John Beattie

John Beattie

  • 17 Posts
  • 2 Reply Likes
Hi Rachel,
Since I answered all of your questions will I be provided a solution to this on going problem?
Photo of John Beattie

John Beattie

  • 17 Posts
  • 2 Reply Likes
1. I only have one 5 in 1 sensor

2.  A power cycle will bring the access back on line almost immediately, but if I don't power cycle the access it will eventually come back on line by itself - to stay on line for a varying amount of time before it goes offline again

3. During the whole time that myacurite has had alternating offline and online performance, Data has transmitted flawlessly to weather underground - no lost connection to WU at all

4 Some wood frame and drywall material, but the main line of sight between the access and the sensor is through a sliding glass door

5 the router is a Technicolor model TC8715D supplied by Spectrum.  I am not using a switch - the access is connected directly to the router.

6. I have duracell alkaline batteries in the access 

7. The access is more than 3 feet from other major electronics
Photo of AcuRite Rachell

AcuRite Rachell, Employee

  • 6284 Posts
  • 199 Reply Likes
Hello John,
We have emailed you at the email address associated with your community forum account. Please check your inbox. Thank you.
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 145 Posts
  • 35 Reply Likes
I received an e-mail from Acurite a few days ago. They claim the problem is with the Access unit, not their servers. They asked me to send it in for "testing". This is the second unit I have had to send back to them.
Photo of MacGarage

MacGarage

  • 44 Posts
  • 7 Reply Likes
Did they send a replacement unit for you to use in the meantime? The support is so slow to begin with, I would hate to wait for them to return something. This was not a cheap unit either! They must have tons of faulty units if it is not their servers. Does anyone have an actual unit that works correctly?
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 145 Posts
  • 35 Reply Likes
No, they did not send a replacement unit to use in the meantime. It hasn't worked properly since I got it it January. I've been using the old smarthub  at the same time as the Access. It is far more reliable.