Brand New Access Model 09155m cannot be set up

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  • Updated 2 months ago
I just got a new Access to replace an existing SmartHub, but it is not accepting the MAC address.

The new device is working: it gets an IP address and I can access the "web page" via the IP number.  My router shows it passing data to and from the Internet.  I also have turned up a new Room Monitor sensor that has never been connected and I have existing 5-in-1 and other temp modules that are connected to my old hub.

When I attempt to replace (or even add as new), I get the error message: "Device must be connected and reporting data to claim. Please make sure the device is connected to your router and the status lights are blinking."

Note that after 12 hours (and multiple reboots) there are no flashing blue lights.

Any help?
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Leslie

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Posted 5 months ago

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AcuRite Rachell, Employee

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Hello Leslie,
We apologize for the delay in response. I see you are in contact with the AcuRite Loyalty Team regarding your Access. Please let us know if you have any other questions. Thank you.
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John Z

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Well that is still revealing for what didnt happen.

Gregory, you've experienced this problem on two Access devices now. Looking back I see you also experienced erratic reporting times previously with a smartHUB. That suggests that the problem may not reside in whatever "hub" device, but upstream somewhere.
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Gregory DiCarlo

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My smarthub always reported every 5 minutes. It was an issue of not all of the data was reported. For example the rain and wind would be reported, but the temperature would be missing.
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Gregory DiCarlo

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After unsharing to WU, I get even more updating intervals longer than 5 minutes. I just got an e-mail from Acurite saying they may have found a solution to the problem and will contact me when they have more info. I am glad the problem wasn't at my end, but I am not hopeful that they will fix it anytime soon if ever.
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bobcats9498

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I got an email from my tier 2 support person today (after having to ping her again) and was told, "We are making progress on the issue.  As of now, we are in the testing phase of the fix.  We will keep you updated." Hopefully we will see a fix sometime soon.
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bobcats9498

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Another update Friday from tier 2 support, “We are running the final "test" fix. We are hoping that this will be done by the end of next week. No exact date as of yet.” I replied back asking about any sort of compensation for those of us who bought an Access device (many quickly due to end of life of SmartHub which is now delayed). Will update as I hear more.
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Mark Wagner

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The blue light on the front of the Access should be steady not flashing. That instruction is for the old SmartHub. Go to your router log, look at Connections or Active Connections. Look for the IP address of the Access under the "NATed Address" column. There should be at least 3 entries for the Acess. Tell AcuRite tech support exactly what those entries are, everything that is listed in the NATed address column as well as what is listed in the Destination Address column for the Access. That will help them.
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Leslie

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In working with tech support, it might not be a device issue but an upstream internet routing issue that is out of control of the customer. This is not confirmed but a working theory.
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Mark Wagner

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Yes, those of us that are in affected areas are just waiting on a fix. It is not exactly an "upstream routing issue" but it is certainly not in the customers control. If you provide me a way to contact you outside of this venue I'd be happy to share the details with you but I will not on this forum for several reasons.
(Edited)
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John Z

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Mark,

Is this an NSA issue or something? Why the secrecy?
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Mark Wagner

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LOL...no big secret. The issue is this is a very specific problem . It will effect a very small percentage of people in very specific circumstances. I want to avoid causing problems for AcuRite support by having people reading here thinking they have this problem and they really don’t. Their are other issues as well but that is the biggest one.
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John Z

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Mark,

Put it out there. Drop the shadows and speculations.
For the most part, the readership here are big boys and girls.
They can handle it.
(Edited)
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Mark Wagner

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As I said, anyone who is interested in details is welcome to provide me contact information.
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bobcats9498

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I am having this same issue trying to add my new Access device. I can load the webpage from the device's IP address, I can't seem to add the device to my Acurite account. Any help is appreciated. 
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bobcats9498

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Thanks Mark. I have followed all of those steps and still no luck. I will have to breakdown and call Acurite support. I'm guessing they only work 8 to 5 Monday - Friday. lol
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AcuRite Jennifer

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Hellobobcats9498,

We can see you have been in contact with our AcuRite Support Team, and they are working on this with you. Please let us know if there is anything we can assist you with. Thank you.  
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bobcats9498

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I have been Jennifer. Thanks. So far they haven't been able to figure out what's going on. I'm hoping they do soon as I plan to return my device very soon. Something strange going on getting Access devices to connect to AcuRite's servers.
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Stan

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I'm having the same connectivity issues. So, I decided to bite the bullet on the long support call wait times and it just got better. Instead of getting put in a queue, I got a "We are expecting system problems, please call later"  I called 262-729-4852...

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AcuRite Rachell, Employee

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Hello Stan,
I can see you were able to reach the AcuRite Support Team regarding this issue. Please let us know if you have any other questions. Thank you.
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Ledrak

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Bobcats maybe there is something in here that will help.   https://kbase.myacurite.com/web/content/devices/replace-device.htm
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bobcats9498

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Thanks Ledrak. Tried all of those instructions and still no luck. Guess it's time to call AcuRite support. Appreciate the help!
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Ledrak

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did you have a smarthub that was working before?
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bobcats9498

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I did. I tried to replace the device with no success. I then deleted the smarthub and tried to add the Access device as new. Still no success.
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bobcats9498

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When I load the web interface for the Access device, it appears that it is connected to my sensor. 
***Removed by admin due to privacy concerns***
(Edited)
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Ledrak

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I did the replace and had no problems just had  to re enter the WU info and all was good.
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Ledrak

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But nothing on your my acurite dashboard?
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bobcats9498

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Nothing. Just says I need to complete the setup process. 
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bobcats9498

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When I try to add my new Access, here is what I get:
(Edited)
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pendetim

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I am having the exact same problem.
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Jason Erb

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same here. very disappointed with this.
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Ledrak

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nothing showing a bottom of page available sensors?
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bobcats9498

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No, just what I showed in screenshot. Maybe I need to remove batteries from my weather station to let it "restart"?
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Ledrak

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another thing you can try re install the smarthub and see if you can get back to square 1,
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Mark Wagner

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bobcats9498, If the blue light on the front of the access is solid, you can connect to the devices web page on your local network and you are still seeing the "Device must be connected" message it means that for some reason the Acurite servers are not seeing your Access unit. It is really nothing that you can fix yourself. You will need to call Acurite support when they are available.
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bobcats9498

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Thanks Mark. I think this is the only option I have. The blue light continues to flash (light to dark blue). I can access the device from the IP so it's connected. It is likely AcuRite's servers just can't see the device. I will call this week. Thanks for the help!
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bobcats9498

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Steve, I can access the Access directly. It lists one sensor. 

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Mark Wagner

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If the blue light is flashing at all that is a problem. In order to indicate that everything is working correctly on your local network the blue light on the Access needs to be on steady, not flashing or pulsating at all. If the blue light is on steady, and you still get the message that you indicated then it is another problem entirely.
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Jack Canavera

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One other thing to try.  Since you do have a web page showing that the Access is added, hit the save and restart button on the page.  This will restart the Access and just might reinitialize the communications with the servers.
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Ledrak

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not sure I you can or did but I had both smarhub and Access connected to the router at same time as I was setting it up not sure if this made a difference.
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Mark Wagner

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For those trying to trouble shoot Access problems, this chart provides details on what the various states of the front light indicator mean - 
https://www.acurite.com/kbase/09155M_AcuRite_Access.html
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Jack Canavera

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I do know you can have the SmartHUB and Access active at the same time on the same myacurite account reporting the same devices.  I'm doing that right now.  Only thing is that you can only share one hub on an account with to a specific WU station ID.  You can however, have one account with mycaurite, two hubs and have each hub sharing with a different WU station ID.  I'm doing that right now.  My Atlas connects to an Access which reports to a different station ID than my 5-in-1 tied to my SmartHUB reporting to another WU station ID.  Both hubs are reporting the same tower temperature sensor on their respective dashboard pages.     
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Tom Pozza

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I am set up the same way. I still have my Smart Hub running along with the Access. I did have to create a new station in WU, but it went well. I guess I am luck, knock on wood. I haven't gotten the blinking blue light of death yet. Fingers crossed.
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Gregory DiCarlo

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@Bobcats9498, Everything on your splash page appears as it should. The problem is with Acurites's servers. They have been looking into the problem for weeks, and still have been unable to resolve the problem. I am starting to think their techs are incompetent.
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Mark Wagner

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The server side issues are one of the problems they are trying to solve. Their are other issues they are aware of and working on as well. They are certainly taking their time and they are apparently not interested in communicating what they are doing or how long it may take to fix. Thankfully my SmartHub is working fine and it turns out my Access unit is a pretty good, albeit expensive, paperweight...
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George D. Nincehelser

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True.  In this case the Device ID should be 2611.

I'd check the setup in myAcurite and make sure that the 5n1 is selected for wunderground data.
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bobcats9498

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Thanks Gregory, John, Mark and George! I'll make sure I get the Device ID added, give AcuRite a call and then wait for them to fix the issues. Will keep using the Smarthub until they sort it out. Appreciate all of the help!
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John Z

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OK, BC,

Don't try to enter the ID via the splash screen. MyAcuRite needs to put it there. That should happen easily enough if you've hit the buttons correctly in the app. If it doesn't go, yeah you will need Tech help. Good Luck!
(Edited)
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pendetim

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And a month after your post, I am STILL having the same problem with a new Access Hub. 

I just dropped a negative review on Amazon about this mess. Would advise others to do the same if you purchased it there. 
(Edited)
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Brentr

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Hi I am also having problems setting up my new access. I have a smart hub and it works fine.The blue light is not solid and when I try to replace it on my acurite page it says that there is an error. The splash page says that it is seeing all my sensors and the software is 049. Can someone help me?
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Brentr

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Hi Guys I thought I would reset the access to see if my rainfall charts would start reading accurately. Big mistake as I now have the pulsating blue light again. Any other suggestions. Thanks
(Edited)
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John Z

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Brentr,

Puzzling. 

I was happy to see yours connect earlier, though no one could figure out exactly why it did.

How did you do the reset? via Splash page? Pinhole at back? Power cycle?

When Access was working for you, did you notice what IP address was assigned to it? What is the current IP?
(Edited)
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Brentr

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I reset it by taking out the batteries, unplug the power and ethernet and repower it back on like the initial instructions. My IP address is 10.0.0.149 however I am using ubiquiti gateway switch and I have my own network. I also tried to reset and save on the splash page. Did you also see my rain chart at the bottom when it was working?
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John Z

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Yes, I saw that rain chart. SMH.
I'm just hoping that a firmware update is released soon that clears these things up. I don't think there is much we can do ourselves.
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Brentr

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So strange because I share weather stations with other people and they live 2 miles away and they have the new Access and their rain charts are correct and match the old smart hub.
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Leslie

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Has anyone had success getting their "failed" Access to eventually work?  I have a solid blue light and no success.  I opened a support ticket over four weeks ago.

Firmware 046, successfully seeing local sensors, successfully transmitting out to the Internet (as seen from firewall/router).
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bobcats9498

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I called tech support a week ago (after being on hold for 2 hours - not exaggerating) because my access has the now-famous blue flashing light. The first support person walked me through the basics (reset device, check this and that, etc) then transferred me to tier 2. We did some other basic troubleshooting with the tier 2 person and she "checked the server", had me send screenshots, etc. After about 20 minutes, she said that she would need to send my issue to the "developers" as she has never seen this before (insert eye roll). I mentioned the many comments in the forums about this issue and she said that the forums are a community channel and AcuRite doesn't monitor them for issues people maybe having. Needless to say, it's been a week and no word back from anyone at AcuRite. At this point, I plan to call them to get a full refund of the device and move to a new system from a different brand. I don't have any hope that AcuRite will get the issue fixed anytime soon.
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Gregory DiCarlo

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The person you talked to flat out lied to you. I called about this issue over a month ago. Currently, my Access has been sent back and is being "tested". Acurite has been aware of this and other problems for a couple of months now. They have yet to resolve any of the issues. The Access is junk and Acurite's techs seem to be pretty incompetent.
(Edited)
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bobcats9498

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I agree 100%. They absolutely know about the issue and they have no idea how to fix it. I'm calling tomorrow to start the return of my Access. I have no faith is will be fixed anytime soon.
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George D. Nincehelser

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I ran across a situation this morning that got the Access in a weird state with a pulsing blue light.  I tried all sorts of things, but couldn't get it back.

Then I tried removing the batteries, power, and network connection, and let it sit for about 10 minutes.

Then plugged everything back in.  That cleared it all up for me.  (see conversation with John Z earlier in this thread)

I still haven't been able to replicate the condition that caused the problem, though.
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Josh Kendrick

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same issue for me, mine worked for a day and then just stopped reporting. reset it, see the internal web site no problem. their servers aren't accepting data from it for some reason.
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Ryan Breding

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Same issue here.  Strobing blue light on a brand new access.  Accessible from IP address like everyone else but doesn't ever go solid.  Waste 3 hours on hold last week only to be disconnected when I got to #2 in the queue.

Is trying to fix this a waste of time ?
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Gregory DiCarlo

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Yes, it is a waste of time. The problem is with their servers. They have been unable to fix the problem yet.
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George D. Nincehelser

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See my note above.  I had the same condition this morning.  I was able to clear it by unplugging everything for 10 minutes, then plugging everything back in.
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Ryan Breding

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Left it unplugged from all connections and batteries removed for 20+ minutes.  Plugged it back in last night.  Still strobing blue this morning.
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bobcats9498

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Just got this message from one of their tier 2 support folks "We’'ve had a small handful of users experiencing an issue like this, and our development team has identified a possible cause and are looking into it." This is in regards to the flashing blue light issue.

Hopefully we will see a fix soon.
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bobcats9498

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Nice Ryan! Glad there is hope. Sadly I am still flashing and can't add the device. Giving them until week's end then sending it back and getting a new system.
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Ryan Breding

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If hope involves waiting 1.5 weeks for it to stop flashing we are in trouble.
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Brentr

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Hi guys my rainfall chart is looking incorrect. Can you confirm
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bobcats9498

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Sadly still not working for me. I don't hear anything from support unless I email them (was able to get an email address for a tier 2 support tech) and she always replies back "We don't have a solution yet". I can't even get my old smart hub to connect again so I am to the point of returning the Access, tossing everything out, and buying a competitor's product. I have zero faith that AcuRite will fix the issue.
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Ryan Breding

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Welp back to strobing again.  Dropped off a couple days ago and was blinking red.  Then reset it and back to strobing blue again.....meanwhile the old hub is working fine beside it.
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Ryan Breding

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Those that are still experiencing the blue strobe of death.....check your Access via the IP and note the sensor times.  Curious if yours show a 2017 date for last update.  I seriously think based on others that the device has some serious flaw that it cannot update its time.
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AcuRite, Official Rep

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Good Afternoon All,

Please see our newest announcement regarding any trouble you may be having with adding your Access to My AcuRite. 
https://support.acurite.com/acurite/topics/acurite-access-firmware-version-47-release