Access loses internet connectivity and doesn't reconnect - red light on unit

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  • (Edited)
In the week since I have had the Access installed I have had three separate instances when I looked at my dashboard remotely and saw all seven sensors showing red bars.  The same sensors were still functioning fine according to the SmartHub that I have connected to the same router. When I got home each time, the Access device had a red light on the front.  If I powered it off and on again, it reconnects to the internet and displays the sensors again.  Why is the Access dropping internet connectivity and failing to reconnect?  I have no issues with any other devices connected to the same router, including a SmartHub. I need the system functional 100%  in real time. Please advise.  Thanks, John
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John Lonsdale

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Posted 5 months ago

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John Lonsdale

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It did it twice yesterday!
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AcuRite Jennifer

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Hello John,

We apologize for the delay in response. Who is the internet service provider? What type of internet do you have? Are you using a switch or is it plugged directly into the router? Please provide the model number numbers of your hardware that you are using such as your router or any switches. Thank you.   How far is the sensor from the Access? What type of construction material is the house made of? Do you have the battery back up in the Access? What does the firmware version show on the internal page of the AcuRite Access?
  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. This should be the internal page of your AcuRite Access.
(Edited)
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Gene

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I am having same issue. In my case, I have an automatic reset of my router at 3 a.m. each morning to improve quality of service from the cable provider. It works well. However, I have noticed the ACCESS hardware promptly goes off line and never comes back at exactly 3:01 a.m. each morning also. Thus, it is not re-engaging the internet when the internet is back up and running. This would need to be addressed in the ACCESS firmware with an upgrade.  Does customer service have any answer on this?

I should add, I too can power off the ACCESS and it does get back into the internet. Perhaps I need another timer on the ACCESS unit to  turn power off and then on at exactly 3:02 a.m. each morning.  Or, maybe the firmware needs an update to address this issue.
Comments?
(Edited)
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AcuRite Jennifer

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Hello Gene,

When you get up in the morning what are the lights doing on your AcuRite Access? What steps do you take to get it back online? Do you have it plugged directly into the router or are you using a port or switch? Who is your internet service provider? What type of internet service do you have? Please provide the model number numbers of your hardware that you are using such as your router or any switches. Thank you. How far are the sensors from the AcuRite Access? What type of construction material is the house made of? What is the firmware version you the internal page shows on your AcuRite Access? The steps to access the internal page are below:

  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. This should be the internal page of your AcuRite Access.
(Edited)
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John Z

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I just installed my second Access (first in this location and also my first production unit, not beta). It is connected to a Netgear gigabit switch, and running nicely.

I tried to reproduce the "doesn't reconnect to internet" failure you have described. No combination of switch power, Access power or Ethernet cable pulls has caused a failure here. Access has always recovered.

Looking forward to hearing from others on this.
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Gene

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To be clear on my setup, I have to have the ACCESS in my garage so it is nearer to the weather station that is outdoors. There is a wifi repeater in the garage that is wired to the ACCESS via an RJ45 ethernet cable. The repeater via wifi is then connected to my main router in the house and then to the internet. I can just unplug the AC adapter to the ACCESS in the garage for 10 seconds, plug it back in, and the internet can be found again. I do have the three AA batteries in the ACCESS for backup. I wonder if anyone else is using a wifi repeater for connecting to their ACCESS? This is a production ACCESS unit that arrived last week. I never had any issues with the old Acu bridge that was in constant use for the last 3 years with the same wifi repeater in the garage. Any thoughts out there?

Anyone measured the range they can get with the ACCESS unit to their weather station and is it better than before using the bridge?
(Edited)
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Drew Shock

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Gene I have two Access and both perform worse than my smartHUBs (bridges).

For my Texas station, the Access only does better with my 30-40ft away sensor that's 5ft off the ground. I have two above the roof, one 20ft away and the other 50ft. The 20ft one it does fine with. The 50ft one in a 36 hour period, Access missed 182 data points and recorded stealth rain of .22 inches. The smartHUB missed one point and recorded no rain correctly. That was the third in two months that the Access recorded stealth rain always between .21 - .22 inches. Two of those reset to zero 3 hours later, weird.

My newest Access for one of my Washington stations, which is the closest to my sensor maybe 15 to 20ft away, works pretty good but still not as good as the smartHUB. In a 56 hour period the Access missed 4 data points and the smartHUB none. So far for this Access I have had one stealth rain of .01 inches.

Both of my Access will not reconnect if there is a power outage of less than 6 seconds. I have to disconnect and reconnect the Ethernet cable to get it connected again. Power outages over 6 seconds don't bother it.

I'm trying to get hold of Acurite so I can return the last one a bought and maybe replace the first one since I can no longer return it. It's too bad they are nixing the smartHUB next year. They work so much better than the Accesses.
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John Z

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Gene,

If you are thinking about moving Access so that it can wire into your router, yes, give that a try. You may find you no longer need that WiFi repeater.
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Gene

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Yes I would like to reduce the complexity. I think I will move it to see if it can reach into the house. I will report back in a day or two once I get some results. Good point. Off I go to move it now...
Gene
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John Lonsdale

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Not to distract someone from Acurite replying to the original issues - but I have not found the Access to be any more sensitive or have better range than the SmartHub.  I have 10 sensors on the SmartHub and seven of them also on the Access, and do not see any improvement at all in range or sensitivity.  
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Drew Shock

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See my entry above. My smartHUBs work better than my Accesses except for one particular sensor.
(Edited)
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Jack Canavera

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I use an Apple Airport Express wireless router as an extender which is connected via 5 Ghz wireless to an Airport Extreme wireless router.  The Airport Express is configured in bridge mode so that the IP address's are generated by the Airport Express.  I have my SmartHUB and my Access connected by Ethernet cable to the Airport Express.  So for all intents I am doing pretty much what you are talking about Gene.  My Access is a beta test unit.  I did decide to set a static IP address for the Access rather than allow the Airport Extreme to assign an address.  My reasoning is to guarantee my ability to look at the Access splash screen with a consistent address rather than to find what the router assigned via DHCP. 

I'm monitoring my 5-in-1, an external tower temperature/humidity sensor, and a neighbor's 5-in-1 with my SmartHUB.  The Access is monitoring all of those devices plus the Atlas 8 which I beta tested.  In addition, the Access also sees 1 additional 5-in-1 unit in the neighborhood that I have yet to find.  My opinion is that the Access signal reception is better than the SmartHUB.
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Gene

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After moving the ACCESS into our living area where the wifi router lives, and taking it from the garage, my results are...  I have no coverage from inside the house. So, I will put the ACCESS back in the garage and connect it to the repeater.

I will see about setting a static address for the repeater so I don't gave that changing when the main wifi router goes dark at 3:00 a.m. for a 1 minutes reset (automatically done).

I also purchased another timer switch to turn off the ACCESS in the garage at 3:05 a.m. each day in order to get it to reattach the network following the router's reset at 3:00 a.m.  

I appreciate the responses and will continue to follow this and also let you know what I discover with the static internal IP address and in a few days the automatic ACCESS reset (once my timer arrives from Amazon Prime).

Gene
(Edited)
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John Lonsdale

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I guess this is way too insignificant to get a response from Acurite staff?
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Gene

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My current status picking up where I left off from my last message follows.

I decided to leave the ACCESS in the living area wired to the router after I saw a solid blue light on the front so decided to test some more there. A secondary reason is the cold temperatures in the garage if I take it back there.

I did lock the ACCESS network address to a fixed local area network IP address so it would not change when power was auto reset to the cable modem and wireless router at 3 a.m. All looked good until overnight when there was a 2 hour drop out (12-2 a.m., unknown reason) and then at 3 a.m., when the router power on/off timer occurred, the ACCESS could not reinitialize again.

This morning at 6 a.m. I saw the ACCESS was not showing a connection to the Acur-Rite web GUI by the signal strength bar being red instead of green on the GUI. However, the blue light was still a solid blue on the front of the ACCESS unit. I was expecting the blue light to be off or flashing if it had a bad radio frequency signal from the weather station in the yard but it was solid. 

Next, I unplugged the 5 VDC connection to the ACCESS and plugged it back into the AC outlet and it still did not respond.

Next, I powered my router off/on and the system acquired in a few minutes and is now working correctly. So basically, no solution yet.

I should receive my second power on/off timer today that I will connect to the ACCESS to recycle the power at 3:05 a.m. each day to see if that will allow it to recover. The 3:05 a.m. time of day is 5 minutes after the power is auto-cycled on/off to the wireless router and the internet cable modem.

If Acurite staff has any insight now would be a good time to chime in. At this point I am missing my Acurite Wireless Internet Bridge for its flawless internet connectivity. It has worked for 3 years unlike my shiny new  ACCESS at this time. Also, If Acu-rite would like me to field test other ACCESS modules for similar failure-modes I could be enticed to help.

Thanks for reading this and any future responses.  Gene
(Edited)
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Jack Canavera

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Jennifer, could you discuss your statement above?  I use a static IP address with both my SmartHUB and Access.  Typically setting up a static IP address under my understanding means that when a DHCP address request is issued by the device, the router returns a specific address to the device.  I'm unclear why this can be an issue?
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Gene

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I agree with Jack. But to answer your question, I have an IP reservation within my local area network that has the wifi repeater and the ACCESS an assigned, reserved  IP address. That way, no other MAC address device can be issued the same IP address from within my local area network. I have multiple devices within my network operating this way so there is no question about what the Internal LAN reserved IP address is for the piece of hardware (be it the ACCESS, or a specific computer, or other device).

For you record, I use the following connectivity from the internet to the ACCESS.
ISP Company:  Spectrum (formerly Time Warner Cable)
Cable Modem: Motorola SURFboard Model SB6141 provided by Spectrum
WIFI Router: Netgear WNDR4500v2, Firmware Version V1.0.0.64 (latest)
WIFI Repeater: Netgear WN2500RP, Firmware Version V1.0.0.30_1.0.58 (latest)
ACCESS attached via CAT5 Cable to WIFI Repeater port

I have been running a power-off timer on the Cable Modem and WIFI Router for several weeks that causes the ACCESS to loose connection. I then attached a power-off timer on the ACCESS that recycles its power for 5 minutes after the Cable Modem and WIFI Router got reset. I still noticed an instance of the ACCESS not reconnecting at 3 a.m. Next, I applied the power-off cycle timer to the Cable Modem ONLY and not the combination cable modem and WIFI router and so far (3 days) I have not had a issue with the ACCESS loosing connection. So I am monitoring the overall progress.

An fixes to make the system more robust in times of power outages would be helpful. Having the battery backup is nice but not at the expense of network connectivity. I never had these problems with the former internet bridge device using the same setup.

73 Gene
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Jack Canavera

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In retrospect I think we have a terminology thing here.  Technically what I am doing is reserving an address which should be perfectly allowable for the Access.  A static IP address could be considered a situation where the router port does not allow DHCP addressing which in turn renders an Access inoperable due to the fact that you can't load the necessary IP information into the Access manually.  So I think Jennifer your concern was based on the true sense of static addressing vs those of us who use the technique of reserving an address that sometimes we state as a static IP.
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George D. Nincehelser

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Gene- I have a setup almost identical to yours. Spectrum is having an awful time managing those SurfBoard modems. You really should complain to the FCC to get higher level management involved in fixing it right.
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AcuRite Jennifer

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Hello All,

AcuRite Access was designed to work most effectively with DHCP, which is the normal configuration of most users. While some users have had luck setting up their device with a static IP, this is not something that we directly support. If this is your preferred network configuration and are having issues, we suggest connecting with the other community members for guidance on how they met with success.
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Skier76

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Gene,
I'm having a similar connection drop with my Access. I'm about to update the thread I have here. 

Certainly keep us posted with your situation. 
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Gene

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Thank you Skier76, I will keep the thread updated as I troubleshoot the configuration and operation.

My concern has been the 3 years of usage with the original internet bridge working just fine and then the problems encountered with the new ACCESS. Without my prior usage of the bridge I would have to blame my configuration more than I do at this time. So I have to assume that one causation is the firmware or design of the bridge under my configuration.

As you read my thread you can see I have moved away from using my wireless wifi repeater located in my garage and gone  back to the basic configuration of direct connection to my wireless router in the home. Hence, I divided the problem in half to try to resolve this problem. 

Once I get my new power reset time installed on the ACCESS power adapter (I hope this afternoon) I will be able to see how the power reset works with the ACCESS unit.

73, Gene
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John Z

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Gene,

It's troubling that you seem to need to power cycle your router every night. What happens if you don't?

Also, see on the other thread my comments to Skier76 about running hub and Access in parallel as a test/debug exercise.
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Gene

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Good question.

Recycling is a precautionary technique to stem off lower data rates from the service provider. I find that our Spectrum service provider normally provides rates in the 10 to 30 Mb/s but occasionally the rates get below 5 Mb/s and one solution is to recycle power on the internet modem and my wifi router.

This is a common technique used in industry to keep the router and modem engaged fully with the providers. A special timer module is manufactured for this purpose to provide automatic recycling. I just got tired of having to do a power reset when I would find the data rates to be too low, usually about once per week. So by doing this in the early morning hours, the rates are better every day. 

Hope that makes sense. I could disable this action but then any power failure would cause the Acurite ACCESS to be offline which does not address the root issue.

Gene
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Michael B

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After one week of good use  I woke up with my Access flashing red this morning . At midnight or so  it went offline .  Could not see it on the splash / ip address page . I tried unplugging it and unhooking the either net wire but still flashed red .  Because of the battery back up what ever caused the fault wouldn't let it go back online . I had to remove the batteries let it sit for a minute then re hook everything up and it started working . 

  I don't think doing a power cycle will work because of the battery back up . Just my 2,5 cents worth .
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Drew Shock

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Michael if I get quick power outages, under 6 seconds, my Accesses will not reconnect until I remove and re-insert the Ethernet cable. Battery backup only works on power outages over 6 seconds. I tested this 10 times always with the same result. 
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John Lonsdale

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I am running a SmartHub and Access in parallel using the same sensors and router.  The Hub is reporting flawlessly without any disruption.  The Access, in 4 days, has dropped internet connectivity four times and failed to reconnect to the internet each time without manual intervention (power off/on).  It is pretty clear where the issue is!
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Drew Shock

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John my smartHUBs perform better than my Accesses also. I get many missed data points, stealth rain events, and unable to reconnect issues after quick power outages. My smartHUBs just keep trucking along.
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John Z

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Yes, that looks like a real problem.
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Gene

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I reflected on the battery backup feature and whether you could actually reset the ACCESS without removing batteries. So I never removed the batteries but just the 5 VDC USB plug and it did allow the unit to reconnect and respond.

It would be interesting to have Acu-rite technical folks to address whether the backup is for powering the whole unit including the Ethernet port (RJ45) or just the memory features. It is hard to correlate some cause and effect events with a small sample-set from my experience. Best to rely on the actual design documents and specifications and vendor knowledge.

I hope it really is an issue and not my imagination or setup. Then a firmware upgrade might correct the problem seen by some users.

Gene
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Jeff Snow

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Same problem here
My new smart hub stops communicating around 1 am- 3 am every morning
I unplug power and plug it back in and it cycles and starts working again
4 days in a row
   
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John Z

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smartHUB or Access?
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Jeff Snow

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smart hub
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AcuRite Rachell, Employee

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Hello John,
Do you have a home alarm system or a timed sprinkler system in your home? Do you have anything that automatically turns on around 2/3 AM? Where do you have the smartHUB placed? Do you have it connected directly to your router or are you using a switch of any kind?  Is it right next to your router?  If the HUB is right next to your router, please pull the smartHUB away from the router as much as the Ethernet cable will allow.  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. Please let us know if you continue to lose connection. 
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John Z

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Gene,
The radio receiver, processor and memory have to stay up and running on battery power for data backup to work. The Ethernet controller is a separate module, not embedded in the main microcontroller as it was on the hub. As the RJ45 lights go off when you pull power, I would guess that the Ethernet device is sent into standby to conserve juice.
(Edited)
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Michael B

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OK I'm going to throw this out there and I could be 100% wrong ( wouldn't be the first time lol ) . Remember last year with the great server melt down of o-17 how some of our smart hubs went berserk ? It had nothing to do with the hubs but had to do with the servers time being off and bad data .  Well I noticed that once again WU systems at least for me have been acting up again . Today I have no summary so did a glitch in the WU servers cause the problems ? That would be on the data side of things if I'm not mistaking .

  I just remember how screwed up my smart hub was during all the server problems . And after they finally fixed the server problems I didn't have no problems with my smart hub till WU started having problems again in mid Dec .
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John Z

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If I were an engineer on this, I'd want to look at your hardware.
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George D. Nincehelser

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No summary data is sent by your equipment.  Wunderground constructs the summary based on the past data you have sent them.
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Michael B

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I'm not blaming my access for anything . I just saying if you remember the last big thing with WU it had to do with there servers being off time with Acurites servers . Something so simple screwed up people hubs for days / weeks . Well yesterday once again WU went from working OK to dropping certain functions like summaries . So I'm just throwing it out there that maybe just maybe it could be a data thing  like last time between Acurite and WU . It has happen before it could be happening again .
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George D. Nincehelser

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There would be no issue of timing between wunderground and Acurite's gear.

Data is sent to wunderground with a utc timestamp of "now", which means wunderground sets the timestamp themselves.

If a client sends a specific utc timestamp, wunderground accepts it and inserts it where necessary in their database.

The problem when the SmartHUBs first came out were probably due to Acurite's response codes sending out-of-synch timestamps that drove the SmartHUB nuts.  
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George D. Nincehelser

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Just a shot-in-the-dark, but those having trouble might verify their ethernet cable is straight-through and not crossed-over.

I'm wondering if the Access might have trouble detecting that the network has returned if the cable is flipped.
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John Z

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I just got mine to mess up.


A quick pull and replug of the micro-USB power connector left my Access not communicating with my router and not showing anything unusual on the front light. The RJ45 lights were looking normal, but there was no dhcp entry for Access on my router page, no splash page for Access at the last good ip address, and red bars on MyAcuRite for both my sensors. Pulling the Ethernet cable allowed the blue light to go flashing red, and reconnecting it allowed Access to get its dhcp lease going. I let it hang for about 45 minutes. When I brought it back online it filled in all the data on MyAcuRite.

OK, now a repeat attempt, no fail. Puzzled.

This little experiment does not reflect real use conditions, but it is the first time I have seen any behavior like that which has been reported here.

Those of you experiencing this issue:
If you have a line-conditioning UPS, try running Access off of that for a while. Yeah, that takes value away from the BBU, but the idea here is to see if fast line spikes are getting through and messing with Access.
(Edited)
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Drew Shock

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On my newest Access I did 10 unplugs. Any unplug less than 6 seconds the Access could not reconnect. Anything longer than 6 seconds it would reconnect.
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Mike Harmon

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Drew, that kind of behavior seems like maybe your issue is "dirty" power?
But recently I was building a WiFi project when the microprocessor (called ESP-01) wasn't flashing properly when I was writing my program code to it. What I finally discovered was that the power supply couldn't handle the current requirements for the device. So when the flash is being written to it requires more current. As I was adding more functionality to my project the number of bytes being written were more so the was between that or the fact that I was using more resources on the module it's self. Regardless, the fix was to change from a fixed 3.3VDC power source to a variable one. When I increased from 3.3 to 3.6 all my problems went away. So what that told me was I had a power quality issue.

It would be most difficult for most folks on this thread to check the quality of their power supply. To rule that out you find a wall wart with a higher ampacity. I do not have access to mine at this moment BUT so for instance, if it says 600mA then find one that is 1000mA. I do not recall the voltage either on these. If this doesn't make sense how to do this then post a picture on here of the label that is on the wall wart for the HUB. I've opened a few of these in my time and sometimes the quality is bad. For instance, bad connections, frayed wiring and leaking capacitors. All of which will affect the power reliability and quality.

Good luck!
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Steve U

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The Access uses a micro USB plug.  That means 5V and under 500ma.
Given the number of posts on other Acurite devices with power adapter issues, your idea might have some merit.  The good news: you all may have a 'spare' adapter already . If your small device charger uses micro USB, you can try it. Do AVOID the higher power(<500ma)  TABLET / SmartPhone chargers, as the Access draw may be TOO LOW, to keep thes in (5V) regulation.
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Mike Harmon

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Great point Steve!
A switching power supply does require a minimum load.

I discovered a leaky electrolytic capacitor when I opened the power supply (wall wart) I was using in my experiment where the power seemed under rated. The capacitor is on the output and those help remove voltage ripple. Replacing the capacitor would likely resolve the issue with my experimental WiFi platform.

I wonder if the people having issues with OTA firmware updates, That usually happens when the device is first plugged in as part of the setup. BUT if it fails then there could be a push from the Acurite server at 3am maybe?

I would turn on logging and increase the level of logging om my modem and see activity is taking place during that time. Your ISP can help you do that if you don't know how.

Have a great day!
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Drew Shock

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Mike and others I'm not sure I follow, maybe you can enlighten me. My issue is when the power is out for less than 6 seconds, not on. So having dirty power, how does that affect it in this case? The Ethernet no longer is connected after a short power outage. If it's over 6 seconds the Ethernet is fine. So if you mean the power when it comes back on, why would it work after 6 seconds but not less than that. The power would still be dirty, right? Maybe I'm not understanding correctly. Thanks for the help.
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Gene

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Shiny, New ACCESS Status Update:

After returning home this afternoon I found the ACCESS was again offline for the last 4 hours. Arrgh!

So I moved the ACCESS from the living area where the wifi router and cable modem live back to the garage where the wifi range extender is located. This is the original position of the Acurite Bridge where I originally had placed the shiny new ACCESS unit. So back to square one.

For this test I have taken some advice and set the internal network IP addresses on the range extender and the ACCESS to a static address instead of a dynamic address. It currently is working so I will monitor the status overnight, especially at the 3:01 a.m. auto power reset of the wifi router. 

My auto reset timer did not come today via Amazon Prime so I will have to wait until tomorrow or Monday to try the auto power reset of the ACCESS at 3:05 a.m., just after the main router gets a power reset.

Thanks for reading this post, 73 Gene.