Acurite, new smarthub, and "suppport" sucks!!!

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  • Updated 4 weeks ago
I recently sent, from my phone, the number of notices I get from my smart hub not connecting so that Acurite can't read it. This has all happened since I got my "new" smart hub. When will a software patch be available so that I don't have to read that your smarthub SUCKS!!!
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Kendall Koenen

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Posted 3 months ago

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AcuRite Rachell, Employee

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Hello Kendall,
I apologize for any inconvenience you are experiencing with your station. I can see on My AcuRite you are getting alerts that your 5in1 station is going offline quite often.  Where do you have the smartHUB placed? Where is the sensor? What building material is the signal going through? Do you have the HUB connected directly into your router or are you using a switch of any kind? The smartHUB does require a direct connection to the router.  If you have the smartHUB sitting next to your router, try pulling the HUB away from the router as much as the Ethernet cable will allow you and in the direction of the 5in1 if possible. Leave the smartHUB in this location for at least two full days.  There isn't a patch that would fix an intermittent connection, we would need to determine if the issue is in the HUB or if there is interference. 
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AcuRite Rachell, Employee

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Hello James,
The left side should flash when it is receiving a signal from the sensor but if the light goes off and on in intervals of 30 seconds this means it has a network connection issue.  Have you tried a different Ethernet cable and or port on your router?  When was your unit purchased?  Thank you.
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Joe78368

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Rachelle, I have called in four times to only be placed on hold and when they say they have to transfer me to tier two and get disconnected each time. I gave Audrie my number and asked to speak to the General manager and was disconnected again. I am very surprised that this is the way Acurite treats there customers. My next option is to send my equipment back to Amazon and file a claim and put negative feed back on the product and site. This could be avoided if I could just get some help.
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AcuRite Jennifer, Employee

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Hello Joe,

W are sorry this has happened we will look into this. We would be happy to assist you with your product. Please provide us with the model number, and a brief explanation of what is going on. 
(Edited)
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Joe78368

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Jennifer,

I received the hub plugged in the Ethernet cord to the hub and into my router. waited about five minutes then supplied power to the hub.  Both lights turned blue instantly and never blinked. I waited about an hour, and pressed and held the register button on the bottom of the box for about 4-5 seconds the blue light flashed and went out never to return again. I waited about another hour and lights. Picked up the hub and looked at the back of the unit and noticed the Ethernet lights next to the Ethernet plugs where on. I waited another hour and nothing. I unplugged the unit and waited 20 minutes. plugged the unit back in again and nothing except the Ethernet lights next to the Ethernet plug. 

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AcuRite Jennifer, Employee

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Hello Joe78368,

The blue lights can be toggled on and off on the smartHUB by pressing the register/activate button for about 10 seconds.  If you press the button it should bring the blue lights back on. Have you tried to register the device on My AcuRite? When you do are you getting an error message?
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Kendall Koenen

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The new smartHUB is in the exact same spot as the old smartHUB was.
The hub is connected directly into router.
There is NO issue with the internet connection.

All issues began when AcuRite updated their system and I had to replace the smartHUB because my old one would not update. Nothing else has changed. I used to be a gold star weather station with Weather Underground with the old smartHUB. 

To recap:
  • No changes to my system other than "upgrading" the smartHUB when AcuRite upgraded their system.
  • All components of my weather system are in the exact same location as before, when I had no connection problems with the old smartHUB.
  • The issue is with the HUB.
  • Do I need a new smartHUB or is there a software patch available for this one?
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George D. Nincehelser

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Yes.  I know they replaced your receiver.  It didn't help, did it.

That's why changing your hardware again isn't going to help.
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Kendall Koenen

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I had NO PROBLEMS with the old receiver before the update. Again, if you had taken the time to read the entire thread.
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George D. Nincehelser

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There is no difference between the old receiver and the new one.  
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Jon008

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Kendall, are you dropping off wunderground at all? The smarthubs are very sensitive to location, so if you could move it around a bit, you may find a sweet spot. It's like trying to tune in a radio station etc, where you sometimes need to move the radio antenna around to stop the noise in the signal from interrupting the clear FM stereo sound.
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AcuRite Jennifer, Employee

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Hello Kendall,

We are sorry for your frustration. We are here to help you and provide troubleshooting steps. Once we exhaust all troubleshooting options if we are not able to get it resolved we would initiate a warranty claim.  When your smartHUB is online it is hard for us to troubleshoot what the issue is as it is working as designed.  I was able to view your My AcuRite account and see the five in sensor is offline but the other sensors are online. It looks like five in one sensor is the only sensor that has an issue with staying connected is that correct? Do you have this connected to a display? Does it stay connected?
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Kendall Koenen

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Yes when the system goes offline it drops off wunderground as well.
5 in 1 is only sensor that goes offline.
Console display stays connected.
I have moved the hub around as much as possible to try to improve reception. It has not appeared to make any difference.
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Kendall Koenen

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System is offline again. Lights on hub are normal. 5 in 1 is still reporting to console.
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AcuRite Jennifer, Employee

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Hello Kendall,

This sounds like there is some type of interference between the smartHUB and sensor.   The other sensors stay connected to the smartHUB. The sensor stays connected to the display.  What type of construction material is the house made of? How far is the sensor from the smartHUB? Is it random when it drops offline?
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Kendall Koenen

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I already answered all of these questions.
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AcuRite Jennifer, Employee

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Hello Kendall, 

We are sorry you feel this way. At this time we would recommend replacing the sensor. Please let us know if there is anything further we can assist you with. 
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Kendall Koenen

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Then send me a sensor.
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Steve U

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The Smarthub is very directional.
My experience is the Connectors should face the weakest sensor.
Also, is the smarthub Higher or Lower than the display? The signal is basically Line of Sight. New piece of furnature in that path might be all that is needed to kill connectivity.

BTW Have you logged directly into the smarthub. Signal strength is one of the values the home screen shows
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AcuRite Jennifer, Employee

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Hello Kendall,

How long have you had the sensor for? If it has been over 1 year the warranty would have expired, however if it was less than 1 year we would be happy to initiate a warranty claim on the sensor. 
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Kendall Koenen

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Steve - Thanks for your input. The Hub sits in a window sill with a direct line of sight to the 5 in 1 sensor. Taking into account for the lay of the land, the two are within a foot (over 75 feet) of being level. There is no furniture, shrub, tree, or anything in that line of sight. I just moved the smartHUB so that the connectors face the 5 in 1. I have tried every position but that due to how it sits on the window sill. Anything is worth a try. Thanks again.
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Kendall Koenen

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I purchased my current 5 in 1 May 2017. I give up. Let's try replacing the 5 in 1.
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Kendall Koenen

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Is anyone home at AcuRite? I would like to warranty my 5 in 1 since there are no other options.
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AcuRite Jennifer, Employee

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Hello Kendall,

We apologize for the delay in response. We have emailed you at the address on file. Please check your inbox.