Access states "Must be connected" for replacement

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  • Updated 1 week ago
  • (Edited)
I have received my Access, and have installed it.  I have been waiting for about an hour now, but I still keep getting the statement: 
  • 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.
The Access page shows:



It appears to me that it is logged in and is seeing the sensors. Network lights are connected and status light is solid blue. How long does it take to allow replacement of the smart hub?  Are the servers running slow or am I missing something?

It also will not allow me to just add the Access, instead of replace it.  Same statement as above.
I also preformed a reset on the device, and no luck there either.
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HeloMech

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Posted 5 months ago

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HeloMech

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Is there anyway to maybe force a firmware reload from home?
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Ledrak

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Just an idea but from your Myacurite dashboard did you remove the smarthub and add the Access? If you share with weather underground you will also need to change that from the hub to the Access.
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Gary Barth

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You do NOT have to remove your SmartHub first.
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AcuRite Jennifer

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Hello HeloMech,

What are the lights currently doing on the AcuRite Access. There should be the light in the front and the lights in the back. Are you using the replace function or trying to add it as a new device? Do you have the battery back up in the Access?
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HeloMech

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Network lights are connected and status light is solid blue.  My ticket number is
Case 00613627. Should be lots of troubleshooting info in that case number. Still trying to get an update.  Waiting for a call back from the case rep. after lunch.
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AcuRite Jennifer

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Hello HeloMech,

We have replied to your email on that case. Please check your inbox. Thank you.
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John Hooper

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My device lights up blue on the front, but the back lights are not on next to the Ethernet cord. I have swapped cords and ports. It has been pulsing blue 8 hours.
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Mark Wagner

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If you are getting no lights in the back then you are not getting a connection between your Access unit and your router. That is a completely different problem than the one being discussed in this thread. 

That said, their are a couple of things you can try. First, unplug the power from both your Access device and your router for several minutes. Plug your router back in and wait for it to completely reboot. Plug the Ethernet cable into an open port on the router and the other end into the Ethernet port on the Access unit making sure that both ends are completely seated. Finally plug in the power cord to the Access unit. Check the lights on the back of the Access unit on either side of the Ethernet port. One should be solid green the other should be orange pulsing. If not you still do not have a connection between your router and the Access unit. Nothing will work until that connection is successful.
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AcuRite Jennifer

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Hello John,

We were able to locate your account on My AcuRite.  We show you are transmitting with the AcuRite Access at this time. Please check your account. Thank you.
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Mark Wagner

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I have exactly the same problem. AcuRite has been working on trying to solve the problem for some time now. They did send me a replacement Access unit and it has the exact same problem. It is not my router or my home network as we have connected the Access unit directly to my cable modem and it still has the same problem. AcuRite tech support has told me that they have sent all of the detailed information that I have provided to them to the developers and they are investigating. I will provide an update here as soon as I hear back from them.
Kudos to the AcuRite tech support team. They have been very responsive and are trying their best to get the issue resolved.
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Gary Barth

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Hi! Mark - wish the same could be said for my problem. You've already told me that AcuRite has been "working on your problem" since January, and we're in the middle of March here. Glad you said that you plugged your unit directly into your cable modem, as I was almost ready to try that next. The way I see it, this thing should be a 15-minute replacement for the SmartHub, and it's buggy as the Florida Everglades. It makes me mad that they got all of us to hurry up and take advantage of this "special offer" to get the thing for $40, before they jacked it up to $130, and how many of us bit? Should be plug&play, but they rushed it out the door.
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HeloMech

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I have been talking with service for the last week, and there is no resolution on my end from engineering yet.  She doesn't think exchanging the Access will help, as in your case, the problem still exists.  My smart hub and all other items (there are several) on my network work fine.  But, reading your message history and seeing the data packets trying to send from my access makes me believe that maybe the problem is on my end.  Do you know what type of system  your internet provider is supplying you? For instance, I am using a Wireless Broadband.  That protocol is a PPPoE protocol with an MTU of 1492.  I am wondering if you are running a PPPoE type system also?  A DSL or ADSL system? I do not have a stand alone Modem.  My service module is on a pole outside, and runs directly into my router and my PPPoE login and password are there in my WAN setting in my router.
I am starting to wonder if the protocol is the issue, or even playing with the packet sizes to see if it get through.   I am going to bring the Access and a tower or two to work this afternoon and try it on a different system/provider.  If it calls home, then I will know that my system need to be configured differently.
(Edited)
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Mark Wagner

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I am on a vanilla cable internet service using a standard Motorola cable modem. I have plenty of other consumer electronic devices communicating just fine including my existing AcuRite SmartHub. Pretty much as simple as can be.
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Gary Barth

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I have a Netgear Wi-Fi router. It is connected by network cables to 3 desktop machines, the SmartHub and a HP printer. On the wireless side, it is connected to an HP laptop, 3 Kindles, an iPad, an Amazon Echo and Dot, both of our cellphones, a TEND pet  cam, a Roku and a Sharp smart TV. All that is fed into the local cable company modem. No problems with anything...except this Access. So I don't think the problem is on my end.
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HeloMech

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Ok,  I took it to work and it lit right up.  So I have either a network problem or an ISP problem. I changed my MTU sizes, turned off my firewall completely, restarted everything twice, nothing helped on my end.  I am thinking that my ISP is blocking something, but I don't have enough information to ask them to look into it.  I am not sure what to tell them to unblock. It is a little ISP, and there is only a couple of guys that I am on a first name basis with almost. So if I can get from Acurite what to tell the ISP to do I should be in business.
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HeloMech

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Do you know what ports the Access uses? 
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Mark Wagner

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I don't but why would AcuRite use a port that ISP's would block? Unless they did it by accident.
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Mark Wagner

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Can you please be more specific about what you mean by "it lit right up". In your op you stated that when you plugged in your Access unit all the lights were on as normal but you were unable to connect to it using MyAcurite. 
I'm also guessing that the underlying problem is something the  ISP is blocking but that would only be an issue if AcuRite changed the way the Access communicated back to the MyAcurite servers from how the SmartHub communicated, perhaps using a different port? But that would beg the question, why would AcuRite use a non-standard way to communicate back to their servers? I have other consumer devices that communicate to their respective servers just fine. As an example, a Honeywell thermostat, some Logitech remote Hubs, and a LIFX internet connected light bulb.
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HeloMech

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Sure! What I meant was that it came alive.  It logged into the server and I was able to see it in MyAcurite and could add it as a device just as designed, here on my work network.
At home, I get the blue connected light, the constant yellow and blinking green just as it should.  But the servers either can't see it, or, the Access is not getting the response back from the servers.  When talking to tech support at Acurite, they could not see the Access on my account but could see the smart hub.  So I am thinking that something is blocking it either in my router or at my ISP.  I have a call into my ISP to look into it on my end.  I suspect, and it's a guess, that my ISP has some sort of port blocking that I am running into that they will have to open up.  I should know more then the administrator calls me back.
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Mark Wagner

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Thanks, that helps. I am having the exact same problem and suspect the Access needs to get something back from AcuRite, a hand shake or something, on a port that my ISP blocks. I called my ISP and they can't do anything until I can tell them what port the Access is using.
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Brian

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I am having the same problem, smarthub works fine, access does not seem to be connecting despite having the solid blue status light.  Please fix this.
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Brian

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Rachell,

I tried this tonight and this time I never got the blue solid light.  I let it sit for a few hours and it is still flashing red.  
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Brian

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Rachell,

Not sure what was wrong last night but I tried it again today with the same result as before, blue light is on.  However, I now think I may have a problem with my ID.  When I tried this before I was entering the letter O for the first letter/number I entered.  Before it took this OK but then said I wasn't connecting.  Now it won't let me enter a letter O but only a numeric 0 and when I do that it says my ID is already in use by someone else.  So if the first entry for my device ID needs to be numeric I think I have a problem with my ID.

Thanks,
Brian
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AcuRite Rachell, Employee

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Hello Brian,
Thank you for providing this information. We apologize for the delay in response. The 'O' in the Device ID will always be a zero.  We have emailed you at the email address associated with your community forum account requesting the Device ID. Please check your inbox. Thank you.
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Brian

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Thanks Rachell, I just replied to the email
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AcuRite Jennifer

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Hello Brian,

We see you replied to the email that it is working. Please let us know if there is anything further we can assist you with.
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HeloMech

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I have not heard back from my ISP yet, but I suspect that it has to do with port 443.  I think that my ISP and several others, block that port.  My router logs shows:
tcp   192..xxx.xx.xx:443                     34.197.130.235:443                       SYN_SENT   
tcp   192.xxx.xx.xx:443                       107.23.183.21:443                        SYN_SENT
 
But no reply is making it back to the access.  The outgoing acknowledgement is not getting back to the access.  I am by no way an networking guru, I am mostly trying to figure it out on my own.  Maybe networking gurus can figure something out, but if it is blocked at the ISP level I will have to call them.  I am not sure that they will be willing to open the port for incoming traffic for me.  The fact that it works at my work, and not at my house tells me that it is a problem not with the access, but with my IPS. I did try a couple different routers, and the results are the same. I also note that the only item on my entire network with the NATed address port of 443 is the access.  There are several other destination addresses that show port 443 and they work fine. Hopefully I will get in touch with IPS admin tomorrow.   By the way, my firewalls were off, and I even tried it in DMZ.  No change.
(Edited)
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Mark Wagner

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I see the exact same thing in my router logs. My ISP, as many others do, block incoming traffic on port 443. If this is indeed the problem then AcuRite will need to fix it. It is not reasonable to expect users to successfully convince their ISP’s to open up ports just for this device. Obviously the old SmartHub doesn’t have this communication problem so they clearly changed something in the communication profile in the Access as compared with how it was done in the SmartHub.
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HeloMech

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My router is showing the Smart Hub on port 80.  

There is a 3rd connection on the access:

192.xxx.xx.xx:3000                      8.8.4.4:53                               ASSURED 

NAT assigned it port 3000 to a connection to google. That connection stays, but NAT does not change the outgoing port of 443 on the access attempts to the acurite servers. I am not sure why.  
(Edited)
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robert hanna

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Please remove me form your mailing list. ******REMOVED BY ADMIN FOR PRIVACY********

(Edited)
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AcuRite Rachell, Employee

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Hello Robert,
Are you referring to forum emails or marketing emails? 

If you are referring to the community forum, open any email and scroll to the bottom.  You will see it says "To unsubscribe or change your email settings, click here" Click here and you will be brought to your community forum profile. You will have to uncheck each box next to the different notification options then click "Save Emails & Notifications".  You should then stop receiving forum emails.

If you are referring to the marketing emails, open the email, at the bottom of the page you will see: "You are receiving this email because you signedup to receive AcuRite promotional emails.Unsubscribefrom email communications." Click Unsubscribe and you will be brought to a new page letting you know you have been unsubscribed. Please let us know if you have any other questions. Thank you.


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Mark Wagner

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I think it is telling that the only device I am having problems with is the only device in my router log that shows a NATed address using port 443. Hopefully that gives AcuRite tech support and the developers someplace to start...
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HeloMech

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I have not been able to catch up with the ISP admin as he is out on a tower.  I will keep trying.  I have my fingers crossed that my little ISP will be understanding and open the ports to me, at least for testing purposes. It is concerning that I am reading that many many ISPs do not allow traffic on the SSL 443 to residential customers.  Some do, on a business account to run a server, and that costs more. That would be a show stopper to me and my Atlas aspirations. Why does it actually need to be on an SSL socket with encrypted data? Even if the developers fix it via a firmware update, people with an Access that is unable to connect would have to take it somewhere else, plug it in to somebodies network to get that firmware update.  I would be willing to do it, but how many will not even know about it?  Or will just howl about having to do it?  Hope to hear from my ISP soon.  I am sure that the developers have to know about this already, as they are the experts.  I wish I could get an acknowledgement that they are aware of this particular issue, and are sending out a patch/update on....   On the phone I just get that she has sent it to the developers and there has been no response.
(Edited)
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Mark Wagner

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If the problem is indeed the use of port 443 than it MUST be fixed by AcuRite. First of all NO consumer device should be using port 443 for incoming traffic as many ISP's block incoming traffic on that port for various good reasons. Second, requiring users to lobby their ISP to open a port just for this device is not a solution. Let's give AcuRite some time on this to develop the right solution.
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HeloMech

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Quick update Mark.  ISP called back and will look into it now on their end. He states that as a norm they do not block the port per se.  However, they do block several "black" listed IPs that are the industry norm.  Sometimes, to save time they block a range of IP addresses per that list, and he is going to verify that the IP addresses that I gave him are not blocked or in a range of blocked addresses.  He will then get back with me to let me know what he finds.  I agree that it should be a fix provided to the firmware from Acurite, but maybe in some small way troubleshooting on our end may be just another crumb on the trail.  More info to engineering is always helpful. ;)
I will keep you  in the loop.
(Edited)
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Mark Wagner

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The IP address that the Access is trying to connect to being caught up in a range of blocked IP's would definitely be a problem. I have been corresponding with AcuRite tech support via email and they have asked me for some additional info so they are obviously working on the issue. I'm going to give them time to get it worked out.
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HeloMech

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Well, that was it in my end.  There were ports that were blocked on my tower specifically. They opened those ports to my service module at my house, and bingo. It calls home and all is good.  Well, at least for me.  Living in a little town in the country with a little ISP that is willing to actually take the time to look into issues was my key. But in a nut shell, Acurite will have to figure out a way. 
I don't imagine 100's of people are all going to track this issue down on their own.  Without a doubt they will get it solved.
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John Z

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HeloMech,

This is very interesting but also puzzling/troubling.
Were you not able to do secure financial transactions prior to getting your ISP to come around? I would think that full availability of SSL port 443, bidirectional, would be necessary for that.
(Edited)
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HeloMech

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Yes sir, transactions with no problems. Let me preface with I am in no way a network guy. Just learning as I go. However, in my router logs, I could see where many connections from our connected items, phones and pads would be connected to servers through their 443 port. BUT the in the NAT side of my router they would have a much different port number, 3000 series all the way through 50,000 series. And those would usually change on refresh or restart of the router.  However, the Access ALWAYS would show its internal IP followed by the :443 port assignment.  In never changed and I couldn't get it to. I am not  home to see if that has been re-assigned since it is connected now. All I could ever get was SYN_SENT.   I don't know if this helps you John.
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Mark Wagner

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John Z, outgoing traffic does go to port 443 for lots of things and is never blocked, to my knowledge, by ISP's. However, INCOMING traffic on port 443 is blocked by many ISP's for lots of good reasons. The key difference is incoming vs outgoing traffic.
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Mark Wagner

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...and no, it does not effect any commercial or financial transactions. They, AcuRite, should not be using port 443 for return communication to any residential customers.
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John Z

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Thanks Mark and HeloMech. 
I read up on this a bit and get your points.
Also checked my 2 ISP's . It appears neither blocks incoming port 443.
(Edited)
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AcuRite Rachell, Employee

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Thank you for the feedback. Our development team is currently looking into this and we will update you once we have further information.  
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ELR

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I'm guessing I have the same issue as you HeloMech. I'm on http://www.wispwest.net -- I could probably contact them and ask them about the port, but I agree it would be better if Acurite fixed the issue.
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HeloMech

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are you in the Billings or Livingston side?
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ELR

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Livingston -- down in Paradise Valley
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HeloMech

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Since you said small town, I assume that it is the Livingston side. I am originally from the Ennis area and miss the winds I used to get. 80 wasn't rare. I love to watch https://www.wunderground.com/personal-weather-station/dashboard?ID=KMTLIVIN43

in Livingston.  You guys get some rocking winds there.  I would "suggest" that you give them a call and see if they are willing to open up incoming traffic on port 443 to your network.  The worst they can say is no.  Take em a 6 pack.. who knows.  

But as discussed, I don't know if we can all call and get ISP's to play.  The ball is really in Acurites court.  That is where the fix has to ultimatly come from, and I am sure they will.  This is the hub to their soon to be flagship sensors and you can bet they are working on it.  Good Luck sir. 
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AcuRite Rachell, Employee

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Hello ELR,
I was not able to locate an account under your email address on My AcuRite.com. You have the AcuRite Access model 09155M correct? What are the lights on the unit doing? Are you not able to register the unit? Thank you.
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Mark Wagner

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Just in case anyone else is following the progress on this. AcuRite development is aware of the problem and is investigating. I will post any updates here.
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jkg1991

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Any Update?
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Mark Wagner

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AcuRite understands what the problem is but their is still no resolution. I will update this thread as soon as the fix is complete and tested.
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Brian

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My problem is now resolved.  Initially I entered an alpha O instead of a numeric 0 and it took the MAC address but said no connection which is why I thought I had the same problem being discussed in this thread.  When I tried a numeric 0 instead it initially said that MAC address was already in use.  Now if I try to enter the alpha O it says that's not valid and today Rachell was able to get me connected with the numeric 0 so I'm good now.  Thanks for the info and good luck on this other issue.
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AcuRite Jennifer

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Hello Brian,

We are happy you were able to get this resolved. Please let us know if there is anything we can assist you with.
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Brian

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Thanks Jennifer, I'm good now
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Bill

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Hello I just received a new acurite access and I am having an issue adding it to the www.myacurite.com portal.  looking at my firewall logs I am seeing duplicate tcp syn with different initial sequence number.  this is to ip 34.199.94.76.  if I do a direct telnet to 34.199.94.76 on port 443 the connection opens and I can recieve an http response.  I have switched the ports to a good known working switch port but that hasnt had any effect.  I have also reset the access multiple times and powered off and on.  is there a known issue with it setting up tcp sessions?