Can no longer add new discovered devices to online acccount , get a "null" error each time

  • 1
  • Problem
  • Updated 1 year ago
I can login via wep or iOS app and see active devices. I can see devices to add yet no matter what platform I am on, same failed "null error". I can delete devices but never re-add them. I have 2 internet bridges on my online account and both are responding the same way.
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Matt and Ali

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  • extremely frustrated

Posted 1 year ago

  • 1
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AcuRite Jennifer

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Hello Matt and Ali,

We can see there are 2 smartHUBs on your account. One of the smartHUBs on My AcuRite does not have any sensors associated with it. Login to your account via www.myacurite.com go to device and scroll to the bottom of the page and you will see the available sensors you can add to the device. The null error you are seeing is this via a PC or the mobile application? If it is the mobile application please uninstall and reinstall the application. Let us know if there is anything further we can assist you with.
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Matt and Ali

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As I have stated, this happens no matter what method (Any OS/browser and mobile and on numerous hardware devices) I am aware how to select the hub. Both 100% time give null error. This is clearly an issue on the cloud side, not my method of access. I am sure this is beyond Level 1, so please escalate accordingly. Feel free to attempt adding on both hubs as you will confirm said findings.

This began over 3 months ago. I had ignored it in hopes it would be resolved. I am now needing to view devices as we are moving into our new facility, so this issue needs to be resolved and urgently.
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Matt and Ali

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.... still waiting.... seems to be the common support level received based on the numerious complaints of the extremely unhappy customer base.
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Matt and Ali

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Wonder how many people would be intersted in joining a class action lawsuit based on the fact that products by your company are being sold that clearly do not perform as stated. This is a clear case of fraud against US consumers.
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John Z

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Give the tech support folks a chance to help you. They will come through with an answer for you.
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AcuRite Rachell, Employee

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Hello Matt and Ali,

We have been able to add one sensor to the smartHUB that did not have any sensors.  We had to change the name of "Temp and Humidity Sensor-8" to be able to add the sensor.  You should be able to add in the rest. If you come across this issue again, please try to change the name that was automatically given on My AcuRite.  Please let us know if you have any other questions.  Thank you.