For 2 weeks my indoor unit on the 5-in-1 weather station is not working properly.

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The indoor unit shows 74 degrees current, high and low and has been this way for 2 weeks.  What is wrong with AcuRite's Customer Service. You call and you're 20 in the cue !!!  They send me emails with a Ticket number and will get back to me.  NO ONE IS?????
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Ruthi

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Posted 2 weeks ago

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Bill Martin

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so indoor unit means Display and not Access/SmartHub to MyAcurite.com, correct?

if temps have not changed, are you sure you still have antenna connection with 5in1? are the batteries dead in 5in1? what about Display unit?
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Ruthi

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I don't have Access, just the 5 in 1 outside unit and the color display inside which is plugged into the wall as well.  My Model #01036.  Batteries are good in both units. I don't know what you mean about an antenna.  The 5 in 1 is on a deck railing and the inside unit is in the living room, they can almost "see" each other. The units haven't been moved in the 2 years I've had them.  Almost 2 weeks ago I looked at the inside display in the evening and it showed the outside temp a 74• and the high and low for 74 • also.  This stayed on for over a week as I attempted to contact Acu-Rite (with no success).  Then last Sunday I looked at the inside unit and the temps were correct. ?. That only lasted for 2 days then it reverted to 54 • outside as well as the high and low temps.  Then today the temps were correct.  Something is going on that it bounces back and forth.  I just want to know if it can be fixed, do I just need a new color inside unit or does the whole thing need to be replaced? What's with Acu-Rite's Customer Service?? I sent an email to Chaney Inst. last week and they sent me a case number and they'd contact me, Nope, not yet. I called Acu-Rite again today and was told I'd be 40 in the que !!I I live in the country and depend on this information. I am really frustrated and angry.  Thanks for any help Bill.   
Regards,  Ruth Mazur
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Bill Martin

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Ruth: The Antenna was referring to how strong a signal you were getting at either your Display and/or Hub. On your Display, their should be an icon similar to your phone showing strength of signal. When your Display is not updating, look at that icon and see hiw many "bars" you have. if 3+ bars, then it is not antenna. if less, you might have weak batteries in either/both 5in1 and Display. The antennas in both units will stress batteries and if batteries are marginal, they may not produce strong transmission or reception. My wife's heartrate watch was working fine until she tried to get on an elliptical with HR monitoring. Watch did all the functions required EXCEPT transmit a strong signal. I replaced the battery and it worked. I checked the voltage of the battery taken out and it was on lower end of "good".

if you put in "new" batteries, were these recently purchased or lying in a drawer from months/years? depending on the conditions where the batteries were stored can deteriorate even without being used (hot, high humidity, etc).

Unsure if this will help or not. good luck
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Ruthi

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Bill:  I have 4 bars and NO low battery indicator.  Today it is working.  I just don't understand the fluctuation. All the other measurements are current. I have a unit in a draw that stores batteries and has a tester on it. The batteries were replaced recently.  FYI all depleted batteries are wrapped in masking tape and stored in a can for disposal.  I learned that if the wrong ends touch, it can cause a fire. We live in Northern Calif. and try to be very fire safe. That's our only threat from Nature. I just don't know what else to do at this point.

Would you mind telling me what is the problem with AcuRite's Customer Service?

Thanks,  Ruth
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Bill Martin

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Ruth,

Here is the last suggestion for you to try.  I would do a hard reset on both the 5in1 and the Display.  By this, I mean removing all power (AC and batteries) from either unit for 5-10 minutes.  All of these products have small controllers/processors/"pics" that control how these units work.  It is possible, that these units got into a 'state' that is ill defined for operation (think of traffic lights quickly oscillating between R/Y/G lights for a few seconds and just keeps running like this.  This is an abnormal state and must be reset to run like a normal light with Red/Green lights being on the longest and the yellow being a safety transitional warning to drivers that Green will turn to Red shortly...either brake safely to stop or accelerate if it is unsafe to safely stop your vehicle....

The same might be happening on the controllers in either (or both) of the units.  I have questioned at length how the state diagrams were created and what conditions allow a state to end and a new one to begin.  This if the state diagram is ill conceived, you could accidentally get into bad states.  I have no idea if this is the problem or not and only a throughout design review (and simulation) can detect these type of problems.  But the above hard reset might clear up your problem.

Concerning the Acurite's Customer Support:  I can guess but again only a guess.  Probably staffed with conscientious people that want to help solve problems but:
1.  understaffed
2.  products might have the state issues I list above
3.  since each customer has a different environment, it is difficult to narrow down all the possible variables that could cause issues (how the 5in1 is mounted and orientated, where it is mounted, the type of batteries used, if the maintenance on the unit (does it have spider webs, leaves, etc in the unit), has it been hit by lightening or hail or.....for the Display:  location, line of site, how much and what type of material must the 433(?) MHz transmission go through, etc.  For Access/Smart Hub:  type of ISP provider, modem/switch, good Ethernet cables, the type of environment Hub is located (concerning noise radiated by other equipment nearby, etc.

Lots of variables and if you do not have good indicators showing where a problem might lie, it is difficult to diagnosed and give a solution.    Trying to debug a remote setup is non trivial and it can be worse depending on the customer's experience and knowledge.  This is not a negative comment about these people.  They might be outstanding musicians or accountants or.....They just are not technical.  I have many people around our lake where the women are the technical gurus and the men are not allowed to touch anything technical/electrical.  :)

Support is very difficult unless you have seen the issues before and understand what can lead to those issues.   the better you understand how a symptom can be created, the better you can diagnose the situation.  I'm not sure the list of symptoms and how to resolve is sufficient given the environmental variables that Acurite equipment can be located in.  That is why so many times, the same answer is applied to lots of situations.  Acurite might be correct and that will solve 90% of the issues.  But the more detailed info the user supplies, the faster Acurite might see the real issue.  To understand what I just said:  read your initial entry and some of my early questions.  I'm trying to understand exactly what you meant.  The more clear the problem is described (this is where OVERKILL on info can really help), the faster you can get to diagnosing the problem.  Just  my two cents.  Not criticizing you initial post but if users started to supply more specifics, it can really help Support (any Support organization...not just Acurite)
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Ruthi

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I was just thinking about your last suggestion.  We are in the middle of a good rain storm til Sunday morning.  Then I will remove all the batteries and unplug the display.  I know this will zero out everything but I will keep my rain totals as I go from July to July, just like the Fire Dept.  
It's been working fine for the last two days, that's what's a puzzle to me.

Many thanks for all your help.  
Ruth