Acuright Access not reporting to sever, cant add device.

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  • Updated 2 months ago
  • (Edited)
I was using the PC connect software and replaced it with a new Access the other day. initially, it worked fine, I used the replace button and got it up and running. the next day I replaced the network cable with a new one and after that the device stopped reporting. I put the original cable back, still nothing. rebooted router and all my networking stuff (use an Apple AirPort Extreme) and still nothing. pulled the batteries and power out, waited a while, tried again, nothing; did a reset with the button in the back as well, nothing. 
I did an IP scan on my network and was able to locate the device by IP and Mac address, I am able to navigate to the access internal web page and it displays fine so it is obviously online and has an address. I ended up deleting the access from the acuright web site and tried to re add it but it says its not reporting.. what. the. heck. 
I dont understand how it could work for a day, then just suddenly stop but yet it is on and I can access it internally via the internal web page. the front light is steady blue and its linked up and has a orange and blinking green activity light. seems like it cant connect to the acuright servers to register itself, I can ping the atlasapi.myacurite.com and it resolves to an IP. Ill just leave it on I guess and hope it registers but this is unacceptable. 
my device Mac address ends in 0A:BB:77
oh, I have duracell batteries in it, if that somehow matters.
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Josh Kendrick

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Posted 3 months ago

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Andy Young

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I find that their network is blocking me. I was watching the network traffic and it seemed to not respond to the Access. I hooked up to my phone hotspot and watched the traffic and then it seemed to be responding. Then I was able to configure my Access. I added the Weather Underground settings and got that working. Then I reconnected through my home internet again and the Acurite console is not updating but the Weather Underground still is.  I would say Acurite has something on their AWS servers maybe blacklisting my IP address or something. I'm going to just leave it for a day and see what happens.
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Josh Kendrick

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update: I switched back to using the PC connect software and as soon as I did that the Access allowed me to add it back online. Im thinking the PC software opened the 'communication channels' if you will to allow it to see the Access. that being said its still not reporting any data to the acuright website.
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Josh Kendrick

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next day, still says offline. junk
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AcuRite Rachell, Employee

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Hello Josh,

We apologize for the delay in response. I understand you have answered some of these questions already however we would like a current update to the situation. What is the blue light in the front and the amber and green lights on the back doing? What is the make and model of your router? When you log into your router, do you see the Access on your client list? Please power cycle your Access and router. To do this, you will unplug your Ethernet cable from the router then the adapter for the Access, you will also need to remove batteries. 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 for the Access. Please wait 15 minutes before trying to add the Access to the account again. Can you please provide us with the following information:

Do you have batteries in your AcuRite Access? If so, what brand? --Duracell (are they black or red?)

Who is your Internet Service Provider?

What kind of internet do you use?

What is the exact hardware models between the internet and your Access such as Modem, switch, and router models?

 Please let us know if the issue continues. Thank you.