Had my first power outage with the new Access

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And things didn’t go well , So power went out around noon but for only 5-10 sec. Then 2 hrs later I get a message saying Loss of Communication with my Access. I look at My Acurite app and sure enough I’m off line. I go look at the Access and I have a solid blue light on the front ,solid yellow Ethernet light and a flashing green (looked normal ) data light. So it looks just like does when it’s working but I’m offline. To get it back online I had to remove batteries unplug power wait 30 sec put in batteries plug in power. I thought this wasn’t supposed work this way. None of the data was put back so I have a 2 hr gap on My Acurite and WU. I have brand new Energizer batteries (good cause I checked them)and if you need to know the Firmware it’s 046...So I have one question.........Why didn’t it do what it’s supposed to do ?
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Andrew

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Posted 3 months ago

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AcuRite Rachell, Employee

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Hello Andrew,
We apologize for any inconvenience you have experienced.  The Access should connect automatically after a power outage. When removing the batteries (which you had to do for a power cycle) it will clear the saved data in the Access which is why it was not able to send the data up that was stored.  We are happy it is back up and running at this time. Please let us know if this happens again.  Thank you.
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Andrew

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Well it happen again. Power flicker off for 3-5 seconds at 5:55pm tonight. I ran to look at the Access on had a Blue light , Ethernet light and blinking green. I checked the app and it was green so I’m online ,waited 5 mins checked again still green. Another 5 mins still green. Little over an hour later I check and it’s red I’m offline. So something is wrong cause this is twice and both times the unit will not come back online. I have to disconnect power to get it to come back on.
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Jack Canavera

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I did notice the Access having issues on quick power flashes during beta testing. What I found that when the access did not come back was to pull the power plug for about 1-2 minutes plug power line back in and if usually would reconnect. If that didn't work, I'd reboot the router that the Access connects to. Either one or the these actions worked. Never had to pull the batteries though. Only had this happen on very brief power issues. Usually about 2-3 seconds. Did report this as a bug, but it was on the final release of the software in beta which is what we are currently running in production.
(Edited)
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Andrew

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Thanks Jack for that info. Although it’s a little concerning because living in S. Florida power “Flickers” are very common. Everything in my house is on battery backup. Now with this information I don’t know what to do. Because if I’m out of town I’ll be offline for hours or even days and that’s unacceptable.
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Roger Coult

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Beta testing at its finest!
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Paul Gat

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Par for the course!
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Jim Sweet

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I have a similar experience:  Replaced my working great Smart-HUB with the new Access at a remote site, about 50 miles from home.  Now, following a power outage, the Access is still has not reconnected.  My security cameras are working fine so I know my router is working fine.  So, what I'm reading, I have to wait until we go back up to the cabin in order to reset the Access so I can again monitor my weather information?  At least until the next power blip...   Not happy.

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Andrew

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Exactly right. There is a serious issue with the new Access. I would suggest you put the Access on a UPC (battery backup). I would test it when you go there and see if it does it every time it loses power. That’s my issue. It’s not intermittent it’s every time I would disconnect power. Right now it’s on a UPC. And getting in touch with Support is impossible.
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Drew Shock

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Isn't that ironic. We have to put the new battery backed up Access on a battery backup in order for it to work correctly.
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John Z

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Andrew,

My engineering understanding of Access is still in early stage, but from what I have seen by studying its circuits, I think a firmware revision may be able to fix this. 

It looks to me that Access' processor  is using Analog-to-Digital conversion channels to monitor both battery voltage and DC supply voltage. I can see no circuitry evidence to contradict that. If so, that means all thresholds and decisions based on them are embedded in firmware. That would be good news.

Shazzam, fixed.
(Edited)
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Andrew

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I hope you’re right that a firmware fix. And soon.
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Andrew

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Ok ,I’ve spent the day Trying to figure out where the problem lies with my Access Hub. If I plug the hub into a UPC everything works perfect (as should) doesn’t go offline all lights are normal.
Now the problem, so now Any removal of power will cause the hub to drop offline and Never reconnect. All I have to do now is unplug power to the hub and I’m offline doesn’t have to be a “flicker”any more.
From 3:36pm to 5:39pm the hub was offline ,I tried about 20 times unplug the hub for 2mins and more then plug back in and ONLY ONCE did the hub reconnect to the net. The one time it reconnected the light sequence was ,— Unplug power blue light flashes reconnect, blue light goes out ,red light flashes ,blue light turns solid blue. Back online !! But the other 19 times there is NO red light. Goes from flashing blue light to solid blue light. Which one is normal ??? Flashing blue to solid blue or Flashing blue to flashing red to solid blue ??? As of right now the only way I can reconnect to the net is leave the power connected to the hub then unplug the Ethernet cable wait for the hub blue light to change to flashing red then reconnect the Ethernet cable. Worked every time. I honestly believe that there is a problem with this Access hub. What do you guys think?????
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Andrew

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That’s very interesting. I played with it several times again today and if power is removed the unit will not reconnect. I really would like Acurite to chime in on this. Is this a Hardware or Software issue ?
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AcuRite Rachell, Employee

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Hello Andrew,
We apologize for any inconvenience you have experienced. 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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Andrew

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Hello Rachell
Yes I have batteries installed ,they are Energizer Max (New good til 2027)

My ISP is AT&T

I have DSL , 25meg Down and 5meg Up.

My Modem/Router is Arris NVG589
The Access is wired directly to the Router.

Other hardware Netgear Prosafe GS108E Switch
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AcuRite Rachell, Employee

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Hello Andrew,
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, also please 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.  We have had multiple customers reset and after, they no longer have this issue. Please let us know after this is done if the issue reoccurs. Thank you.
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Andrew

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Hello Rachell.....I have Power cycled both the Access and Router twice and still have the same problem. I even moved the Access to within 5 ft of the Router with a new Ethernet cable just to check if the cable that runs from the Router to the bedroom the Access is in was bad but still No change. Please advise what do I do now ??????
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Roger Coult

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Now it's all starting to make sense! Acurite took the unprecedented action last week because they need more "paying" beta testers for the access. What a deal!
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Gregory DiCarlo

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So, in other words, Acurite knew about this problem before they started selling it, and did nothing to fix it. This is a really shady company.
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Drew Shock

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I just had the same problem. I unplugged my (Duracell Quantum battery backed up) Access to move it from one plug to another (about a second) and an hour later I noticed it was no longer updating to MyAcurite. The blue light was steady and the yellow Ethernet light was solid yellow. I unplugged the Ethernet and then put it back in and it came back online. It did back-fill the information on MyAcurite (nice) but not on WU of course. I thought the whole point of the battery back-up was to avoid problems like this.

I was excited about the new Access but looks like it has problems just like the smartHUB debacle on the upgrade. Now I hear the HUBs are going to be obsolete in the summer, bummer cause I still have 2. Not sure I want to spend the $39 discount price for an item that has issues right out of the gate.

Note: I ran both the HUB and the Access together with the same three sensors just to compare for a day. For strong signal sensors the Access missed two updates to MyAcurite and the HUB none. The Access did better with my far sketchy sensor only missing about a dozen updates compared to the HUB which missed about three times that.
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John Z

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Drew, Andrew,


As I noted further up this thread, my Access was also exhibiting difficulty getting into and out of battery backup cleanly. When my alkaline batteries were absolutely fresh, all was good. With just a little bleed down, not so good anymore. They were no where near depleted.


I replaced my 3 alkaline batteries with 3 Energizer Ultimate Lithium batteries. They have a somewhat higher open circuit voltage (1.8 vs 1.5). Now Access does its BBU entry and exit flawlessly. I'll keep checking to see for how long it does so, but I think the higher open circuit voltage is making a big difference.


AcuRite does not recommend Lithium batteries for Access. I think mine will stay, because they appear to be working great, and I know they will not corrode my device.
(Edited)
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Gregory DiCarlo

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I had the same problem. I sent the Access in for "testing" After 4 weeks, they said they couldn't replicate the problem and couldn't find anything wrong. The are sending me a brand new unit. The problem is obviously on their end. They won't admit it and are not currently looking for a fix. Acurite techs don't know what they are doing. I will test the new unit when I receive it and will post an update.
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Andrew

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Very interested to see how the replacement Access works. How did you get them to address your problem? Call or Forum? Cause it’s been 3 weeks since I was told to “Power cycle” the Router and Access. Now Nothing.
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John Z

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Andrew,

I have been testing mine with a brief power outage, twice a day, all this last week. Since the battery change, it has functioned perfectly. Disappointed that your problems continue.
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Gregory DiCarlo

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Andrew, I first contacted them by phone at the beginning of February and was assigned a case number. I kept in touch with them by e-mail to update them on the problems I was having. They had me send it in for testing. They claim they couldn't find anything wrong with it, so they are sending me a new unit. I should get it Wednesday. I really doubt that they actually tested it. It never worked properly. I had my smart hub hooked up at the same time and have had no problems with it.

Sometimes the Access would not report at all to myAcurite, but it continued to report to Weather Underground. So the problem was definitely with Acurite's servers. Of course they won't acknowledge any problems on their end.
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Andrew

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Thanks Gregory for the reply. Sounds like that’s my next course of action. This has been going on since Feb 6th. I am beyond fed up.
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Drew Shock

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I had fresh Duracell when mine had the issue. I haven't had it since and we had a few quick power outages this morning. I can tell because my old smartHUB reset the rain twice this morning, the Access did not, yeah.

Now If I could just figure out why my Access has gaps in data from 1 to 6 hours. It's misses at least a couple of 5 minute updates everyday but some days it will skip from 1 to 6 hours. When I check the ip address page of the Access it's usually shows the highest 4 rating for signal strength for all three sensors.

Any ideas why I get no data for hours? It almost always happens between 12 AM and 5 AM. I don't run anything special around the house at that time. Any help would be appreciated.
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Andrew

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Thanks John ...That’s interesting. At this point I’ll give anything a try. I appreciate you still testing this.
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John Z

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Andrew,


Give it a try and report back. I'm curious as to what you will find.

I sent my finding back to a Beta test contact at AcuRite. I hope someone looks into it.


Drew,


Its really puzzling that a number of folks report disconnects in the midnight to dawn timeframe. I wish I had some ideas. Is it dead on both MyAcuRite and WU at those times?
(Edited)
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Drew Shock

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Ghosts?
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John Z

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модный медведь :-)
(Fancy Bear)
They want your weather data!
(Edited)
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Steve U

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Just had a short power outage. The UPS on the section with the Access failed (the main + ISP network stayed up), when I powered the section backup, the Blue LED came on and went steady (the Yellow and greens appear).
Got email alerts of no data. Unable to access from my browser (I use a reserved IP for the Access).  Power cycled a few times. Nada.
Then I removed power(Net still attached), waited until the LED Flashed RED, then re-applied power. steady Blue and success.  Something is way off on recovery.  Is it the SSL code?
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George D. Nincehelser

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If you couldn't connect to the "splash" page locally, it wouldn't have anything to do with encryption.
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Steve U

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Thanks. That clears that possibility up. No Splash page response.  (other parts of that network respond, so that section is UP)
This is a really odd (intermittent) bug.
LEDs appear normal, but no connectivity.  :(
(now to find out why the Media panel UPS failed)
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John Z

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Steve,

See my post above about Lithium batteries (1.8 volt variety).
(Edited)
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Steve U

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I am cheap (another reason I bout Acurite instead of Davis), My access is in my office which never drops below 65F. No need for cold rated batteries. I use the same batteries (Duracell) in all my Acurite devices, indoor or out. Since the Outdoor unit behaved, I see no reason to do 'specials', just for backup
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John Z

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Steve,
You never get real cold out where you are, anyway!

No, I don't think it's a temperature issue. I'm thinking its a components specs and tolerances issue inside Access that we are dealing with, mitigated by the higher OC voltage of these cells.
(Edited)
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Jim Ace

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I think it's just a poor product,  just saying   
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Drew Shock

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I was enthusiastic at first about Access, but I have now switched back to my smartHUB for WU. The Access is inconsistent if you have anything less than 4 bars. Even then I have watched it while refreshing the splash page go from 4 to 3 to 2 to 1 to 0. The signal will just degrade at what seems to be random. I have multiple days were it will skip 1 to 4 hours. My smartHUB only shows 2 bars to that same 5 in 1 but the updates are more consistent.

My Access mostly shows 4 bars on all three of my sensors, except when it does it's signal degrading thing. And it really only effects my new 5 in 1 Pro I got with the Access. My older 5 in 1 and my Temp/Humidity sensor seems to do better. Granted my new 5 in 1 is the furthest away but it mostly shows 4 bars.

My smartHUB does great with my new 5 in 1 even though only showing 2 bars. But my Temp/Humidity sensor has 3 bars and my smartHUB seems to only update that one 10 times a day, weird. My Access does great with that sensor for some reason.

It took so long to get my smartHUB dialed in after the Acurite debacle with the upgrade. Now I have a brand new Access and it's a struggle to get in dialed in.

I'm glad I waited to see how this new Access worked before wasting more time and money replacing my other two smartHUBs.

It will probably work great for those who are within a 50 foot range and have 4 bars that don't degrade. But if you have a sensor more than 75ft away that has to go through a roof or walls don't count on the Access being any better than the smartHUB. It may be even worse.
(Edited)
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ddwbna

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I had the first power drop with the Access last night -- about 30 seconds.  As others have reported when power came back the indicator on the Access was solid blue, indicating good connection and transceiving (right?)  But there was no data flowing.  The display station was fine, but the feed to the internet was showing offline.  Prior to disconnecting - removing batteries - etc, I tried several other networking "packet tricks" to sniff out and restore.  Nothing.  So I went ahead and removed all power, disconnected Ethernet, waited 30 seconds, restored Ethernet, line power and batteries (in that order.)  The Access rebooted and started sending data.  Everything was back up 30 seconds later.  Here's my question (echoing what many others have said);

Why does it do that?  Why can't it restart after a power failure?  The information from Acurite says it is supposed to restart after power failure.  The SmartHub did.  Everything else I have connected to the house network does; computers, security hubs, smart devices, laptops, notebooks, smartphones, even my wife's (blankety-blank) Alexa Echo Dot restarts and reconnects without me having to poke them in the side.  And, with all due respect to "Jennifer", there is nothing wrong with my network setup.  (It's actually insulting when I hear, "Who is your ISP? What type of modem do you have? What type of router? Are your batteries fresh?"  And the one that makes me want to rip the Access out by the roots and throw it, as hard as I can and as far as I can out in the middle of the street, "Unplug Access and your router and leave them unplugged for 3-15 minutes")  I am a Network Engineer, with more than 30 years of experience.  There is no reason the Access shouldn't be able to recover from a power drop and restore.  The firmware is buggy.  It was rushed to release, most likely to get on the virtual shelves before Christmas.  When that didn't stimulate sales enough, Chaney decided to announce the SmartHub was being bricked.  Do they actually design and manufacture this junk, or is it brought in from an outside supplier?  Doesn't matter, Chaney should 1) acknowledge the issue, 2) have engineers working night and day to resolve the firmware issue.  Right now. -ddw
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Gregory DiCarlo

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Acurite, enough of the B.S. already!! The Access does not work as advertised. The phone numbers to file a warranty claim to get our money back don't  work. This is fraud! Either fix the issues immediately, or issue a recall and refund our money! There is something seriously wrong with you people!
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Darren

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I’m having a nightmare with my Access. I only now had it connected with the 5-n-1 for the first time just now and lost it that quick. I ran through the Bootup steps. With the 5-n-1 right beside the access, the singal strength on the ip page was only showing 1. I put the sensor back outside at the end of my patio (50 feet max to the access with a big patio door only blocking the singal) and right away singal went to 0 and its not even detecting it anymore. Not sure what to do, tape the access to the sensor? Anybody have any advice??
(Edited)
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George D. Nincehelser

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I get really annoyed when people tout there resumes and then spout a lot of uniformed opinions.

It works for me. It worked in beta and was a specific test case for other beta testers. Obviously it is a bug that wasn’t encountered during beta for some reason, and I’d expect they are working on it, right now, along with other bugs inevitably found in a first public release. As an engineer you should understand this.

As for the support staff, apparently in your 30 years of engineering you’ve never come across the first line collecting information and working from a flowchart or debugging script? Again, this is something an experienced engineer should understand and not take insult.

So sorry that your ego is insulted by such questions, but I find your behavior insulting to the engineering profession.
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ddwbna

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George, once again, wow.  First, I am elated your setup works with no problem.  In the past, I've tried to be patient and deferential.  I'm not trying to provoke you.  And George, I'll put my "opinions" up against yours any day.  What I have a problem with is that Chaney doesn't acknowledge that the product is still in development.  They are selling it as ready to go.  Now, an experienced user / tester like yourself of course understands that this product is buggy.  And, gosh, George, a Level-1 CSR script / flowchart?!  I think I've seen those somewhere.  I manage a team of database analysts, George.  We post that type of checklist on our intranet site for people to look at and run through before they call us.  Anybody that calls us expects to get actual service and that's what my team provides.  I wouldn't insult a customer by telling them to stand on their ("their", not "there") heads or some other useless interference.  I'm not insulted by Chaney's CSR routine, George.  I'm disappointed in it.  I appreciate that Chaney, like most other companies, is focused on saving money.  CSR, just like R&D, cost lots of money.  I don't like the practice but I do understand it, George.

Let me tell what does insult me, George.  As a customer and as an engineer.  I bought this product and was told by the seller that it was ready to go.  I see that it is not, and the vendor is not forthcoming.  I don't want a refund, or an apology.  Nothing like that.  All Chaney, or you, would have to say is, "There are some issues. We're working on it. We appreciate our customers' observations about the issue, it helps our engineers understand the problems.  We appreciate our customers' patience, and their loyalty."  That's all.

I haven't insulted you personally, George. Not yet.  But throwing insults seems to be your M.O. with anyone who you perceive is the least bit critical of Chaney.  Good for you.  Makes you feel like you're standing up.  'Representing' (I believe the kids used to call it.)  You go, sir!  Keep 'em flying! -ddw
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George D. Nincehelser

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I expect problems after any major version release when there was a major overhaul of the hardware and software.  Less so for point releases, but stuff still happens.

The behavior wasn't evident during beta as I have said before.  And, no, the Access has been out of Beta for quite a while.  Why would it be labeled as such?  It's just a new glitch, affecting a small portion of people, has been noticed after scaling up from hundreds of units in the beta test to thousands of units in production.
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ddwbna

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Good deal. - ddw
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Jack Canavera

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Just to confirm many of us who were beta testing the Access were also testing the Atlas, MyAcurite site and the app, concurrently.  We had many tests and combinations to test and I for one, spent many weeks and hours trying all the tests that Acurite specifically asked us to test and even some things that weren't asked.  And yes we did find issues some in situations that weren't on the test script.  As far as the Access and the power outage issue, I did test that, but in remembering the instructions, we were asked to test for a long term 12 hour outage to verify both the restarting of the Access and the fact that it could buffer 12 hours of data and transmit that data to Acurite servers.  Quite honestly that worked and the beta software in the Access was the same release level as production today.

In my experience I did see the quick outage error that many have reported recently.  For me it was a quick move of the Access plug into a different outlet.  This occurred after the beta test ended and after the product was announced but not yet in the hands of the public.  In my case the Access would not come back online until I restarted my router.  I notified the Beta team of the problem but obviously it was too late to correct prior to the Access distribution.  Hopefully the problem will be resolved shortly.  So just for those of you who feel the product was rushed to sale, we did spend a lot of time testing, but this specific test or a power flash or quick outage wasn't experienced by the testers as best I can tell, other than me which occurred after testing was completed.  Also those of us who beta test are not told who the other testers are, so we cannot really bounce issues off of other testers.  In this case it might have been nice to know or maybe Acurite can think about having a private forum for beta testers to communicate with each other.  Would have been nice to bounce my power findings off a few folks where we could have all tried to replicate the problem I found.
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Drew Shock

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Jack, the only time I had the issue was when I moved the power plug from one outlet to another as you explained. To get it going again all I did was unplug and then re-plug in the Ethernet cable from the back of the Access and it started updating again. I had other times the Access quit reporting but could not definitely link those to any quick power outage. I think they were weak signal related.

Thanks for the clarification update.
(Edited)
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John Z

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Jack,

I think AcuRite would do well to take your suggestion regarding a beta tester forum. It could escalate real issues quickly, and cull out spurious observations.
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Jim Ace

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Well I have a degree in marketing and Acurite did a great job with a so, so product.  that's a fact. Still not a good roll out. Refunds are in order.
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paulg

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They may have done a seemingly great job (for themselves) but they did no favors for their customers. In the long run their marketing strategy may turn out to be a big blunder. A year ago I would have purchased an Atlas Elite if it were available. Now I am very adverse to spending any additional money with this company based on their performance and behavior. It will take a lot to win be back as a customer.
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Andrew

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Aftrer reading from all you engineers and beta testers maybe you can answer this question. Is this problem something that Acurite can fix with a Firmware update or are the units defective?
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John Z

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Andrew,

Even the most knowledgeable among us can only assess this as if we are viewing it though a keyhole. We can speculate, make our harumphs and snorts, but in truth there is little we can say with certainty. I am hoping that a firmware fix will work. The alternative is pretty painful.
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Andrew

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John Z.
I completely understand, at this point I’m grasping at straws. I’ve called Acurite twice but was so deep in the query I just don’t have that kind of time to sit on hold. Guess I’ll have to try some other time. I really wish that Acurite would say something about this issue. It’s been a month since I was told to Power Cycle the Access and Router then Nothing. I feel that those of us with this problem are being left on an island.