Anyone have "Device Must Be connected to claim" error resolved?

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  • Updated 1 month ago
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I have been having issues registering a new 5-1 station with the new Access Internet bridge. Like many others the device is connected as it has an IP address and my browser can open the internal web page however when I try to add the device with the MAC address the error claiming that it "needs to be connected to clam" drops down. Full Stop. 

The Ethernet lights are normal and the "blue" light on the front is solidly lit. Firmware is showing as 046. Signal strength from 5-1 outdoors is a "4" . Indoor panel display is working properly and showing correct values.

Tried calling for help. That was a waste of half a good day. Sorry I will not spend 3 hours on hold and only move up 10 places. 

Has anyone else with this problem had success getting it "claimed"? If so, how?
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pendetim

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Posted 3 months ago

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Mark Wagner

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The Access has several issues that AcuRite has acknowledged but have to date been unable or unwilling to fix. They have recently gone silent on any communication or update for some of these. It is unclear if or when these problems will be resolved.
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Chateau

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I had the same issue today on two new Acces units but it turned out to be my Tenda Gigabit switches. Worked fine when I connected the Access through a D-Link Gigabit switch.

My blue light was flashing slowly however when  I was getting the activation error but turned solid blue after using the D-Link switch.
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pendetim

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Thanks for a reality check on this issue. So angry as I have the older model internet bridge on my account that, knock on wood, is operating very well. This was to be a second unit for a second location. 

To troubleshoot, I have tried putting the Access in the DMZ on my router to see if it could have been a NAT or firewall issue. That was no help. 

Now I don't know what to do: Wait it out or return it and move on to another brand? I really hope they can get their "stuff" together as the bridge on the other unit stops working early next year and the new Access does not seem to be the solution. Tim
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Mark Wagner

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I tried putting mine in the DMZ as well and I still had the same problem as you. The only way mine will work is if I turn on the VPN client on my router. then it works just fine. I can add it and it starts reporting data from my 5-in-1 to MyAcurite. Turn off the VPN client and it's back to the "device must be connected to claim" error. I have a strong suspicion that this problem is due to a design decision by AcuRite to use port 443 for whatever information it needs to get back from the AcuRite servers. My ISP and the ISP of several users here who also have this problem, block all incoming (from the internet back to the user not outgoing from the user as port 443 is routinely used for outgoing traffic to financial institutions as an example) traffic on port 443. Others disagree that this is the problem which is fine, I refuse to argue the point. We will see when and if AcuRite ever fixes the problem.
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pendetim

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Brilliant!!!! It looks like the port block theory is correct. 

I connected the Access to my DSL line and Bingo, it worked. The DSL is a backup to a cable line which would not work. 
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Chateau

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My description of the Access having a 'Flashing' blue light was erroneous. What I should have said was a 'Pulsing' blue light. It is so faint that I can see where someone could mistake it for a 'Solid' blue light. Check your blue light closely, if it seems to be somewhat oscillating in blue color from faint to bright you still have network problems as I did.

It will be a true 'Solid' blue light when communicating with AcuRite server.

My problem was not port blocking, rather the Access did not like my Tenda gigabit switches. I could connect to the local Access webpage and all that but the Access would not communicate with AcuRite servers until I used a D-Link gigabit Smart Switch.
(Edited)
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Mark Wagner

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Pendetim, Unfortunately it was an incredibly poor design decision by AcuRite. No consumer electronic equipment should ever use port 443 for any incoming communication. For outgoing it is fine and is used often (just look at the connection log in your router and you will see plenty) but this is the first and only device that I have ever seen try to use port 443 for incoming communication.
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pendetim

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Has this issue been fixed with the promised software update?
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George D. Nincehelser

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The "incoming port 433" issue is nonsense.

However, firmware 47 seems to have fixed the problem for most last month.  If it doesn't you need to contact support.

https://support.acurite.com/acurite/topics/acurite-access-firmware-version-47-release
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Mark Wagner

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pendetim, If your ISP blocks "incoming" (to you from the internet) communication on port 443, like mine and some others do, then your Access unit will not ever be able to get the firmware update from 46 to 47. They will have to physically send you a new unit that already has the firmware updated. Mine was replaced and the replacement works perfectly. AcuRite understands the problem and once they verify that that is the problem you are experiencing they will send you a new unit. 
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George D. Nincehelser

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Port 443 isn't even open on the Access.
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pendetim

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Hi George,
Does not really matter if it is port 443 or something else, the Access would not connect over my Cable Company Internet connection. This is a problem.  I had to put it on DSL where it worked. From the comments here it seemed like a pretty widespread issue that probably could have been avoided with a little better QC and testing. I wounder how much money they really saved considering all the technical support time, all the customer frustration/bad will, units returned for refunds, customers that quit the brand never to return, tarnished brand image and replacements that had to be sent out to customers. These are expensive items.

It did get the 47 update but when I powered it down to force a new IP configuration so that it could try the cable co connection, it died and would not pull an IP address. After trying a bunch of things and pulling out my hair, a hard reset with the batteries out and a long press on little hole next to the RJ45 got the IP connection back. Then I had to reset the Weather Underground connection. For now it looks like all is working.
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George D. Nincehelser

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The Access had been in testing with nearly 100 installations beforehand, so I wouldn't exactly call it a widespread problem.   It's just an issue that didn't even show up on the radar until the scale was increased into the thousands.