AcuRite smartHUB won't stay online

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  • Updated 3 weeks ago
My AcuRite smartHUB won't stay online, I reset it, I reset my router, I have all the light on telling me it is online and working, I go to my Dashboard and it shows it's online and reporting but after about 10 minutes it goes off line and stops reporting to the Dashboard, I have reset it and my router many many times. I have read the post and all my lights are flashing and showing right even after it goes offline.
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Ronald Moorehead

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Posted 2 months ago

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Roger

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I'm having the same problem. I could remove power and disconnect the Acurite Access and it would come up for a few minutes but now it won't come up at all!
(Edited)
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Ron B

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I'm experiencing the same problem.  I've had the 09150M SmartHUB for almost three years and while there have been times it has dropped off line, I can do a full reboot of my router and the smartHUB and connectivity comes back and stays.  However, for the last month the smartHUB will connect, but won't stay connected for more the 5-20 minutes.  AcuRite, what did you do????  It seems like ever since the newer SmartHUB model came out, the old model stopped working.  I found a notice stating that the 09150M SmartHUB will reach end of service on 31 August 2018 because of your newer more "superior" product.  This is horrible customer service and if you don't fix it, you can expect a mass exodus of your company.  First off, the new SmartHUB is not superior, you are actually removing capability from the current model, i.e. only 7 sensor support vice the 10 sensor limit on the previous model.  I've gotten a lot of use out of your products, but come on, continue to support both models.  Figure out why the old model won't stay connected and tell us what the problem is and what you did not fix it.
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AcuRite Rachell, Employee

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Hello Ron,

After reviewing feedback and speaking with a number of you, we are extending the end of service/support of the AcuRite smartHUB to February 28, 2019.  We have not ended the life or done anything to make the smartHUB not function.  We apologize for your frustration.
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AcuRite Rachell, Employee

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Hello All,

Please try the following troubleshooting steps with the smartHUB. 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 the issue continues.  Thank you.
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Jerry G

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Still does not work!
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AcuRite Rachell, Employee

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Hello Jerry G.,
I can see you are using the AcuRite Access. Can you describe the issues you are experiencing? I see an alert from 5/17 where the unit went offline. When your Access goes offline, do all sensors go offline at the same time always or does it seem one does more than the other? Do the sensors come back online by themselves or do you have to do a power cycle to get them back up and running? I see you are sending to Weather Underground, do you lose connection to WU as well? What building material is between the Access and the sensors? What is the make and model of your router? Are you using a switch? What brand of batteries do you have in your Access? Do you have the Access within 3 feet of any major electronics, router and smartHUB included? If so, please move the Access away from the electronics as far as the Ethernet cable will allow you. Thank you.
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Jim Ace

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Same old story,  there is a problem.
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Jerry G

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Ever since I installed the Access it has been going offline at different times.  It went off twice last night again.  All the units go down at the same time.  Sometimes they come on by themselves and sometimes I need to power cycle the Access.  When they go down, it is not sending a signal to Wunderground either.  The Access is located in the exact same place as my old unit, so it is not a location issue!  Our router is a ASUS RT-AC87U, we do not us a switch.  I do not have batteries installed because it is too much of a problem when I need to recycle it.  Now I just shut off the switch to that outlet to recycle it.   It is not located within 3 feet of any major electronics, router and etc.  I think it is much worse after the last software update.
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Jerry G

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Why does it take so long before an employee posts to these problems?  This is not right!!!
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Jerry G

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Down again tonight, this is getting really old.  FIX THE  PROBLEM, PLEASE!!!!  Had to power cycle the unit again, no signal from any of my sensors.
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Jim Ace

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Been up and down this whole weekend,  extremely poor support.  This morning the 5N1 is down .
(Edited)