Can't get Access unit to register or be seen

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  • Updated 5 days ago
Just received my new access hub and I cannot get it to register. I have followed all steps and waited for over 4 hours but when I type in the MAC address says device needs to be online.
"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."
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tjuays

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Posted 3 months ago

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Mark Wagner

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Is the blue light on the front on and not blinking, solid blue?
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tjuays

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Solid blue
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Mark Wagner

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Can you access the device info page? Open a browser and in the web address field type in the IP address that was assigned to your Access by your router (example 192.168.1.123).
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tjuays

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Yes I can
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Mark Wagner

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I don't see any sensors listed. Do you have a functioning sensor in range?
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tjuays

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Not sure if the desktop display is counted as a sensor but that is about 15ft away and then my original 5:1 is still active and in its original position which is about 100ft away line of sight.
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Mark Wagner

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The desktop display does not count as a sensor. You need to determine why your 5-in-1 is not being picked up by your Access unit. AFAIK you need to have at least one sensor seen and connected to the Access in order to add the Access to MyAcurite.
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tjuays

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Ok, put batteries in new 5:1 and is showing in access but still cannot add.
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Mark Wagner

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Based on the information you have provided my guess is that you are unfortunately affected by one of the several problems that a number of other users are experiencing. These issues are known to AcuRite but they have not yet provided a fix. The only thing you can do is contact AcuRite support. It can be a rather painful process and they will make you go thru some basic trouble shooting steps to ensure the problem is not with the unit itself or your network. At that point, if they determine that you are effected by one of these known issues, you will be added to the email distribution list to be notified when a fix is available. It is unclear how long that will take. I personally have been waiting since early January. Good luck.

As a side note. If you have access to a VPN and have a router that can run a VPN client so that all your internet traffic goes thru the VPN you can run a pretty fast test that will zero in on which problem you may have. It is not required and I only suggest it for those that understand networking and are comfortable with the operation of their router and how to use a VPN.
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tjuays

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JANUARY! Wow!
I have a fancy router and have had experience with VPN but would say I am not comfortable with the configuration of a VPN.
I appreciate your willingness to help me.
Before I signed off, I just wanted to check, it seems to be working now. I did a hardware reset on the Access unit and now when I type in the MAC address it moves onto the next screen.
Here's holding thumbs!
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Mark Wagner

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Excellent! Glad you got it working. It is a really a very small minority of users that are effected by these very specific problems. Glad you were not one of us.
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mrwhitehd

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So why am I always the one with rare problem.  Tried to get support on phone 3 times now.  Always start as something like customer 33.  Worked it down to 14 over an hour and had phone battery problems.  Did it again and got down to 4 and lost connection.  Did it again today and lost connection at no. 3 (come to find out hangouts only maintains a connection for 3 hours, not enough to get support).  The music on answering service is driving me nuts.

Anyway, access IP is fully accessible through my router and shows proper MAC and 5N1 connected, steady blue, green flashing, yellow solid. My Access will not let me add it as a device. Standard message about 
  • Device must be connected and reporting data to claim it. Please make sure the device is connected to your router and the status lights are blinking.
.  I have tried everything I can think of.  about to reconnect the old hub and send this "great deal" back.
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AcuRite Rachell, Employee

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Hello mrwhitehd,
What is the blue light in the front and the amber and green lights on the back doing? Please power cycle your Access and router. To do this, you will unplug your Ethernet cable from the router then the adapter for the Access, you will also need to remove batteries. 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 for the Access.  Can you please provide us with the following information:

Do you have batteries in your AcuRite Access? If so, what brand?

Who is your Internet Service Provider?

What kind of internet do you use?

What is the exact hardware models between the internet and your Access such as Modem, switch, and router models?
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mrwhitehd

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blue solid
amber solid
green flashing

brand new linksys EA7500
IS Provider is GVTC fiberoptic service 20MB
batteries are fresh Rayovac alkaline

device is visible to Linksys Router as:

MyAcurite
Manufacturer:Model:
OS: 
IP Address (LAN)-1:192.168.1.125
IPv6 Address (LAN)-1:--
MAC Address:24:C8:6E*********REMOVED BY ADMIN FOR PRIVACY***********

I can enter IP address in browser and access 

AcuRite Access Info (for internal troubleshooting) Firmware Version: 046

Device ID: 24C86E*********REMOVED BY ADMIN FOR PRIVACY***********

Server Name: atlasapi.myacurite.com

Wunderground ID: KTXBOERN80

Wunderground Password: *********REMOVED BY ADMIN FOR PRIVACY***********

Wunderground Device: 00000005

Elevation (feet): 1830



Sensor List: PRESSURE: 28.27 Inch

SIGNAL:433MHZ

# Type Id               Last Time (UTC)           Signal   Battery
0 5N1  00000097  2018-05-06T16:33:52    4          OK

© Chaney Instrument, Co.

Clearly the device is talking to 5N1 and is fully addressable via my local network.  At this stage I am ready to return this device for a new one or a refund.  Please advise next step??
(Edited)
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mrwhitehd

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To be clear, I can not get past the step to add this device under MY Acurite Account

I enter:

Device Name  : MyAcurite 
Device ID: 24:C8:6E:*********REMOVED BY ADMIN FOR PRIVACY***********
Country: United States
Postal Code: 78006

I always get this response:
  • Device must be connected and reporting data to claim it. Please make sure the device is connected to your router and the status lights are blinking.
(Edited)
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AcuRite Rachell, Employee

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Hello mrwhitehd,
We have emailed you at the email address associated with your community forum account. Please check your inbox. Thank you.