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

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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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James

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I am having the same problem, it appears the smart hub is the problem. I have moved the smart hub, unplugged it, reset it, its always plugged directly in to the router, the hub if flashing blue.... by looking at the complaints which there are a lot about the smart hub not talking to the router I would say Acurite needs to recall the smart hubs and replace them.
James, Fusion2u@aol.com
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Kendall Koenen

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I agree. I will not put anymore money into this system.
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AcuRite Rachell, Employee

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Hello James,

What are the lights doing? The lights on your smartHUB should function as follows: The left blue light is a network status light. It should flash for 1 second each time a reading is sent otherwise it will be steady. The right hand light should be solid steady.  Which side is flashing?
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Kendall Koenen

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Left side flashes. Right side is steady on.
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James

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Mine is the same , left side flashes and the right is steady, i also have the console in the same room as the smart hub.... this is really a problem with the software update or there is a bunch of bad smart hubs sold... not happy
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George D. Nincehelser

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It's not a problem with the "software update".  The firmware hasn't changed in the SmartHUB for well over a year.

"Gold Stars" on wunderground are nonsense.  They have never worked as wunderground intended them to.   They were introduced at about the same time as the SmartHUB.

The "old SmartHUB" was called the "bridge".  It didn't talk to wunderground at all.  Instead, Acurite's old MyBackyardWeather servers spoke to wunderground for you in 15 minute intervals.  That wasn't fast enough for many users, which was one of the reasons for"SmartHUB" update so wunderground's "rapid fire" could be used.  (36 second intervals instead of 15 minutes)

Many of the problems are due to gigabit systems that don't "downshift" properly to 10-meg half-dupex mode that the SmartHUB uses.  This can be due to problems with the switch firmware and/or wiring problems.

Radio interference around the 433Mhz frequency can also be a problem.  That can come from defective electrical devices in your home.  It can also come from someone in the area talking on the frequency with two-way radios that can be purchased for about $35 or so on Amazon.  You're supposed to be a licensed amateur radio user to use that frequency band, but people don't seem to care anymore.
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James

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Well i can agree with you and i am a licensed ham radio operator since 1985, there can be a lot of things that can interfere with the unit but last night i placed the console in the same room with the smart hub, powered the smart hub and console off, rebooted the Xfinity modem and Wi-Fi router.... that was 13 hours ago. As i look at the smart hub it’s flashing on the left side and i keep getting the “loss communication “ emails. This problem started 3 months ago and nothing seems to help. Time to junk this unit and go with a Davis advantage Pro which i had one for 13 years before a lighting strike hit it and melted/blasted the sensors . Unfortunately the console for it is a analog system and now they are digital so whole new system...
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George D. Nincehelser

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I junked my Davis Vantage Pro 2 years ago.   I couldn't see the point spending big bucks for maintaining old tech when a storm-damaged Davis rain bucket cost more than a 5n1 sensor.

73

K5GDN
(Edited)
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James

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Yup, they are not cheap but they work, i have to laugh as now the smart hub is working ! But it will fail again LOL.
73
N4UNT
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George D. Nincehelser

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Don't really agree with that.  Davis is way over-complicated and behind the times for what it does.

There are far better values out there now, and more are coming to market (e.g. Atlas and Atlas Elite).   Davis needs to do a tech refresh and/or drop their prices if they want to remain relevant.  They've been stagnant for at least a decade.
(Edited)
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James

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Really with all the complaints Acurite needs to own up they have a problem and fix it or make some better recommendations then what i have seen posted here ... so far still working but nothing transmitted to wunderground which usually takes some time before that happens. As for Davis they switched from analog to digital for their system, never had a problem with it except for the cost, will look at the Atlas series.
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George D. Nincehelser

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This is a support board.  Just about everybody here comes here with problems.

My Vantage Pro 2 was digital.  Like I said, they have been stagnant for over a decade.  The mythical VP3 has never materialized.
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James

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So what problems have you had with your Acurite system.
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George D. Nincehelser

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Very little with several 5n1 installations over the years.

Spiders nesting in one of my 5n1s in one of my units is my biggest problem.  It bungles up the aspiration fan and sometimes the tipping buckets.

My first bridge had problems 6 years or so ago.  That was when they first came out.  Acurite replaced it.

Some of the early 5n1s had wonky humidity sensors.  I had one.   Acurite re-designed the system with a Sensirion chip and replaced troublesome units free-of-charge (even those out-of-warranty).

I had to replace an anemometer due to storm damage once.

I also had to replace a wind vane.  I think some kids with BB guns used it for target practice.
(Edited)
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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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AcuRite Rachell, Employee

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Hello Kendall,
There is not an update to the smartHUB at this time.  I understand the HUB is in the same location, the AcuLink platform was good about hiding issues that it had which is why we built our own platform.  We want to help you with your station.  Where do you have the HUB placed?  Is it near any major electronics or the router?  We are not saying the issue is with your network. The router or major electronics always could cause interference, this did not change with the update to the HUB. 
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Kendall Koenen

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The HUB is on a window sill with a direct line of sight to the 5 in 1 station outside. The HUB is approx. 5 feet away from the router (same position as always.) It is as far away as the network cord will allow it. There are no major electronics near the HUB.
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AcuRite Rachell, Employee

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Hello Kendall,
When your sensor goes offline, what do the lights on the HUB do?  Above you stated that the left side flashes. 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. I don't think that is the problem, I am just explaining. It is next to a window, is this window an E window or double pane?  What is the model number listed on the bottom of the smartHUB?  When was this purchased?
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Kendall Koenen

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The HUB usually is reporting again by the time I see the emails.
The left light flashes, does not go off and on for any extended period of time.
The window is a 30 year old double pane, I doubt it has E coating. 
Model number is 09150M it also has a paper label with v.210224. This smartHUB was sent to me by AcuRite when the firmware or software or whatever was upgraded. I was told my old unit would not function with the update. I am not sure when this happened.
I want a new smartHUB sent to me. I feel we have exhausted any troubleshooting that can be done.
Just as a reference, my console is on the far side of the house from the smartHUB, with another wall in between it and the 5 in 1. I always have full signal strength showing on the console.
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George D. Nincehelser

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The console doesn't actually show signal strength like the SmartHUB does, so you can't compare the two.

The consoles start with full bars, then subtract bars when scheduled data packets are missed.  If you ever have less than full bars on a display, it indicates you are losing data.

The SmartHUB generates a RSSI value that indicates how strong the signal is.  If you have a least one bar, that means all data is getting through.  However, more bars indicates that your signal is more robust.  
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Kendall Koenen

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Thanks for sharing your knowledge, George.
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AcuRite Jennifer, Employee

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Hello Kendall,

We show you are online and transmitting. Your five in one is showing a poor signal. We would recommend pulling the smartHUB out as far from the router as possible without disconnecting the Ethernet cable. Pull it towards the direction of the five in one sensor if possible. It can take up to 2 days for the signal strength to update on My AcuRite so please leave it there for at least 2 days. After the 2 days see if the signal strength has improved.
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Kendall Koenen

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All of your questions have been answered previously. As I stated before, troubleshooting has been completed.
SmartHUB went offline again early this morning, and EVERY DAY!! UNACCEPTABLE for any product.
Imagine my surprise with the email I received today regarding an UPDATE to the "smartHUB!" 
I expect to receive the new updated "Access" free of charge as soon as it is released.
AcuRite released a crappy product with far too numerous complaints.
Do not respond, other than to acknowledge the shipment of my Access.
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George D. Nincehelser

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Wow.  Entitled much?

There's no indication the Access would solve your issues.  It's not going to fix your reception problem.
(Edited)
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George D. Nincehelser

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The update, which was well over a year ago, did nothing to the radio receiver which is hardware.

It's more likely a noise source in your house.
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Kendall Koenen

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Wrong answer. I've had problems since the "update." I complained from the beginning, but have just finally decided to seek a permanent answer to my problem. No new sources of rf in our home in the last year. I purchase and install all electronics and appliances.
I have spent over 15 years in quality engineering and if one of our products had this many complainants, we would have performed a field campaign to service our customers and solve any problems with our products
What's right is right.
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Kendall Koenen

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And, by the way, AcuRite replaced my receiver, in case you haven't read the entire thread.
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George D. Nincehelser

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Noise sources don't always come from new equipment, but from devices that start to fail or get noisy as they age.
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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,

I read through this thread and do not see answers to these questions. At this time we would recommend relocating the sensor to see if this corrects the interference you may be experiencing. You want to make sure the smartHUB is pulled out as far as it can be from the router without disconnecting the Ethernet cable. If this doesn't correct the issue we would recommend replacing the 5n1 sensor.
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Kendall Koenen

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Copied and pasted from above:
"The HUB is on a window sill with a direct line of sight to the 5 in 1 station outside. The HUB is approx. 5 feet away from the router (same position as always.) It is as far away as the network cord will allow it. There are no major electronics near the HUB."
I cannot move the HUB as I cannot move the router.
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AcuRite Jennifer, Employee

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Hello Kendall, 

What type of construction material is the house made of? Is the window a low E window? The information above is letting us know how far the smartHUB is from the router. We need to know how far the sensor is from the smartHUB as requested above.  Have you attempted to relocate the sensor? 
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Kendall Koenen

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As I have answered before (you need to open the collapsed threads) NO it is not an e coated window. The 5 in 1 is approx 75 feet away from the HUB. All other sendors are within 25 feet. The 5 in 1 is mounted on a post embedded in concrete with an unobstructed, direct line of sight to the HUB. It is 6 feet off the ground. The house is wooden stick frame construction.

I FOLLOWED ALL INSTRUCTIONS AND SUGGESTIONS THAT WERE IN THE OWNERS MANUAL FOR INSTALLATION. I HAD NO PROBLEMS WITH THE OLD HUB.

WE ARE DONE TROUBLESHOOTING. PERIOD.
IT HAS BEEN TWO WEEKS AND ALL I AM DOING IS GETTING REPEATED QUESTIONS.

Your product was installed correctly and is used correctly. HOWEVER, IT DOESN'T WORK.

UNDERSTOOD???
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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.