gaps in access reporting intervals

  • 1
  • Problem
  • Updated 4 months ago
My access is reporting to Myacurite at odd intervals. Anywhere from 4 to 8 minutes. There are also occasional data gaps, usually of 10 minutes, but sometimes 30 to 90 minutes. I have not had any power or internet outages. I am getting a strong signal strength. My Access is 3.5 feet away from my router. What would be causing these problems?
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 137 Posts
  • 35 Reply Likes

Posted 5 months ago

  • 1
Photo of Skier76

Skier76

  • 59 Posts
  • 2 Reply Likes
Gregory,
I'm having a very similar issue: https://support.acurite.com/acurite/topics/access-connection-issues

I've moved my Access a bit further away from my router, modem and Wink2 Hub. That helped, but I still had a few gaps yesterday. I power cycled things yesterday evening and it's been OK...for now. Will be keeping an eye on it. 
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Gregory,

Are you still experiencing the odd interval updates? If so can you please provide examples with dates so we can take a look at your account. Can you let us know if you have the Access plugged directly into the router, or are you using a port or switch?  What is the model number of the hardware you are using (router, or switch)? Who is your internet service provider?  Thank you.
(Edited)
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 137 Posts
  • 35 Reply Likes
I have contacted your support desk by phone. Seems like none of your "experts" have any clue as to what would be causing the odd reporting intervals. The device is obviously defective. I would like it replaced with a properly functioning one. Thank you.
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 137 Posts
  • 35 Reply Likes
Yes, still experiencing odd interval updates. My Access is plugged directly into my Arris tg1672 router. My provider is Spectrum. Some examples of the intervals that occurred today (1-31-2018):
3:35 AM to 3:43 AM
9:33 AM to 9:40 AM
3:05 PM to 3:13 PM
5:43 PM to 5:47 PM
7:41 PM to 7:47 PM
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 137 Posts
  • 35 Reply Likes
I did some experimenting with the Access. If I go to the splash page and click on "save and reset", It delays the next update to Myacurite by 2 to 4 minutes, and causes a gap in my CSV file. So I believe that something is causing the Access to reset itself several times every day. So if your team can figure out what could cause this to happen, that would be a big step in solving this issue. Maybe the access isn't playing nice with the router?
Photo of Jon008

Jon008

  • 418 Posts
  • 72 Reply Likes
Have you tried taking out the ethernet cable and checking the ends? It could be the cable router also. If you could exchange it with Spectrum and see if the access behaves after this, it might be worth a try.
(Edited)
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Gregory,

Have you tried a different Ethernet cable on the router? We would recommend contacting your router manufacturer to see if they can run a test to make sure the ports on the router are working correctly. If this does not correct the issue please let us know.
Photo of Gregory DiCarlo

Gregory DiCarlo

  • 137 Posts
  • 35 Reply Likes
I haven't tried a different cable. I am using the new one that came with the Access. I will give it a try. Yesterday, I ran this test. I unplugged the Access from the power and the
router, but left the batteries in. 11 hours later I plugged it all back in.
It uploaded the data from those 11 hours perfectly: all five minute
intervals and no gaps. About ten minutes later, I started getting the uneven
intervals again. I did the same test today and got the same results. So it
would seem that either the router or service provider may be causing the
problems.
Photo of AcuRite Rachell

AcuRite Rachell, Employee

  • 6236 Posts
  • 198 Reply Likes
Hello Gregory,
Thank you for providing this information. I see you are working with Jennifer regarding this issue via email.  She is just waiting for a response. Thank you.