Internet Bridge Lost Connection Last Night

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  • Problem
  • Updated 1 year ago

After getting the migration email I upgraded my software and bridge to MyAcuRite yesterday. It was working fine for about 6 hours then communication stopped from my 5in1 and 2 sensors at about 12:30am. They are still off-line today. I rebooted the bridge which didn't help. My internet is working fine. Could there be an issue with the new MyAcuRite system? My stand alone display is still receiving information from the 5in1. Also my old Acu-Link software quit working after the migration. It's possible I may have created a second account a while ago, before the new MyAcuRite software email came out, not sure if this could be causing issues?

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Kurt Heimbuch

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Posted 2 years ago

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AcuRite Jennifer

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Hi Kurt,



Can you please tell me what your bridge lights are doing?   The Network status light should flash 1 second for each time a reading is sent. The sensor status light should be solid steady. Can you confirm this is what is happening?  Thank you. Have a good day!
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Lee

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Jennifer,

I had the same issue occur for me, with the last update at around 3:00 am PDT. The sensor status lights (blue on the side) are usually steady, but occasionally flash briefly. The Ethernet port has a solid green light and a periodic flashing yellow light (couple of flashes, short delay, more flashes). I have tried cycling the power on the bridge and it did not change any of the behavior.

I tried deleting the bridge from the device menu and that was successful. I then tried to add the bridge and got the message that the "Device must be registered and be reporting data to claim it" and can go no further. I even tried holding the registration button, but that did not seem to have any effect.

The barometric pressure seems to be updating in my displays, and the weather data seems to be current as well.

My bridge appeared to update as expected last night and was producing data for a while (about 5 hours). I was able to monitor it using My AcuRite. My bridge MAC is 24:c8:6e:01:08:3a.

I did receive some alerts indicating that my bridge and sensors had stopped responding.

Lee
(Edited)
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Robert Voigt

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That's exactly what I was thinking; I should no longer have a problem when my sensor signal drops out--the repeater signal will take over. And with the repeater, all of my displays are enjoying a nice strong signal.
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George D. Nincehelser

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Yes.  I think the "incompatibility" confusion might be a user's expectation that the SmartHUB should always show the "stronger" repeater signal via the bar graph.  However, instead the SmartHUB shows the strength of the first readable signal it hears, and if that's the weaker original signal, that fine.  

In other words, if a consumer is getting 1-bar of signal now, then buys the repeater thinking it will boost the signal to 4-bars (which isn't an unreasonable expectation), but it doesn't show any changes in the bars at all, they might be unhappy with the purchase thinking the repeater doesn't work.

In reality, the repeater is functioning as a signal back-up, but that isn't readily apparent to the customer.
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Robert Voigt

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George, that is an excellent summary. It should help others that are looking at the repeater.
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Don Barbieri

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George, I took the Repeater off & all seemed good, but this is what I now get with the bridge and information from 5-in-1:
Device Name:S-B Priest Cabin, Beach Weather Station

Device Type:5in1WS

Signal Strength:Strong

Battery Strength:normal

Last Update:Aug 13, 2016 3:53:21 PM

Status:Offline

It does not reboot...so I guess I conclude there is signal strength & the software is not happy...technical answer :-)

My other in the cabin Tower Sensor is reporting.


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George D. Nincehelser

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The "signal strength" and "battery strength" seem to lag behind a bit in my experience. 

If you go to the internal web page of the SmartHUB, it probably isn't picking up the sensor at all at this point.

It shouldn't cause the SmartHUB to reboot in any case.
(Edited)
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Kurt Heimbuch

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Hi thanks for the reply Jennifer. I am assuming you are referring to the Ethernet port lights. I have a steady on green light and a flashing amber light. It looks like it normally does to me. I tried going to the bridge webpage I used to at 10.0.0.3 but that page no longer works. My problem sounds a lot like Lee's problem.
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AcuRite Jennifer

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Hello Kurt,

We show you have information on My AcuRite but it is currently not updating. We will look into this, as it seems your bridge is not transmitting. Thank you. Have a good day!
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Jon008

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Somethings gone wrong. Mine had been working since last week just fine, but now it has stopped updating and is not sending to Wunderground either. I have done nothing. This started last night at midnight EST.
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AcuRite Jennifer

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Hi Jon008,

We are aware of the problem, and currently looking into it. We will reach out to you if we need further information. Thank you. Have a good day!
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AcuRite Jennifer

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Hi Jon008,

We are happy to see that your information is updating, and transmitting to Weather Underground. Thank you. Have a good day!
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AcuRite Jennifer

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Hello Lee, Kurt & Larry,

We have emailed you at the address we have on file. Please check your inbox for further information. Thank you. Have a good day!
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scott

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yup I'm having the same problem as everybody else.

bridge has steady blue(sometimes no blue),steady green and flashing yellow.

no updates for 19hrs. now

please help


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kb0ykg

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can you please email the file also. My data on wunderground is showing offline since I updated to the new system
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AcuRite Jennifer

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Hello kb0ykg,

We show that your information is updating online and that Weather Underground is currently updating. Please check your account. Thank you. Have a good day!
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kb0ykg

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Good Morning Jennifer,

Thanks for the reply, yes I was finally able to get it to start syncing yesterday.
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AcuRite Rachell, Employee

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Hello kb0ykg,

Thank you for the update.  Please let us know if you have any questions.  Have a great day!
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Roy McCutchen

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I seem to be having the same problem.  All work OK after migration for around 6 hours and then two emails in middle of night saying no data transfers. all appears registered but nothing now for three days. Gone through all the motions of shutting down, rebooting, steady blue light on hub, internal station reading correctly and updating, but not working on web or WU.
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David Bennett

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Well it is now -40 degrees in Florida and I am sweating... I received the email about the pending migration and since then my 5 in 1 has not been sending data. No data to the app & web page, it was working well and now it is broken. Sure wish it worked since I am going on a trip and would like to monitor the weather at my home. Any idea when you might resolve this issue?
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AcuRite Jennifer

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This is different then the My AcuRite problem customers are currently experiencing.

Please reference the new conversation here: -40 and bridge not transmitting.
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mattwork99

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Same exact issue here. My system has been flawless for years and starting this week after migration it dropped off the network (and wunderground) a reboot of the bridge did nothing. A subsequent reboot made my switch go nuts and required me to reboot it as well. As of now it has the blue lights on it but no luck connecting.
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AcuRite Jennifer

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Hi Mattwork99,

We have emailed you at the address on file. Please check your inbox. Thank you. Have a good day!
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Ryan Pickett

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I think the replacement bridge I got at the beginning of the month is bad. My blue lights that are normally there are gone and I'm receiving frequent loss of communication and signal emails. This never happened until I upgraded my bridge. Nevertheless I think my bridge is bad because I have no blue lights at all, but am still able to connect to weather underground periodically. I think I need to call customer support again.
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AcuRite Tori

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Good Morning Ryan,

We are actively investigating the indication of a weak sensor signal.  However, so far, it appears that My AcuRite is more accurate when displaying signal strength.  We would recommend moving the smartHUB away from the router as much as possible and rotating the HUB 90°. Thank you and have a great day!

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AcuRite Jennifer

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Hello All,

For the people who have the bridges that have went offline, and are not back up and running please post the model number of your bridge right below this comment.  Thank you. Have a good day!
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mattwork99

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Mine is 09150TRX
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gvazjr

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Hello Jennifer:

Model 09150TRX
Migrated:  08/08/2016
Offline since 08/10/2016 at 03:28 am EDT

Thank you.
(Edited)
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Kurt Heimbuch

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Hi Jennifer,

Model: 09150TRX
Migrated: 8-8-2016
Offline since 8/9/2016 at 12:38am

Thanks!
Kurt Heimbuch
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Don Barbieri

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Morning Jennifer, 
My model is: 09150TRX
Bridge MAC address is: 24 C8 6E 06 B0 15
I can wake it up by unplugging for several minutes from power and router & replugging. But it always crashes in a matter of hours. 
Thanks
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Don Barbieri

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Also Jennifer, I know of no way to remotely wake it up and getting functioning and will be leaving in after labor day. Is there a solution to this coming soon please?
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AcuRite Jennifer

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Hello Don,

We have emailed you at the address on file. Please check your inbox. Thank you. Have a good day!
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kb0ykg

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Model: 09150TRX
date migrated: 8-9-2016
offline sine 8-9-2016
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Eric Weiler

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Model: 09150TRX
Mac Address: 24C86E01745C
hours after the migration it worked for a couple of hours and now nothing.
Both lites solid blue and no matter what I do, power off/on, reset button these lites stay solid
Network lites blinking with activity

I have a 2nd bridge that migrated and works fine.
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Eric Weiler

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So, can someone help me please??
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AcuRite Rachell, Employee

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Hello Eric,

We have emailed you at the email address on file.  Please check your inbox.  Thank you and have a great day!
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David Nelson

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Model 9150TRX
MAC address: 24C86E******
migrated 8/13

I have 2 bridges in different locales, first one seems to have migrated fine - it shows up on the new dashboard. This 2nd bridge shows the same application version as the working 1st one on the local bridge web page, but never appears on the dashboard.

If I try to add the bridge manually to the dashboard I get the error "must be registered first", which the bridge was before the upgrade. In addition, it rarely finds my 5-in-1 sensor. And of course, it stopped reporting to Wunderground at the time of the update and has never recovered.

Unplugging network/power for several minutes doesn't appear to change anything. There is the steady green and the flashing network lights on the back, but I only see blue lights if I toggle the LEDs.As said before, I can access the local bridge webpage.

So whatever magic trick I need to do - or you need to do - I'm up for. Thanks.
(Edited)
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AcuRite Rachell, Employee

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Hello David,

We have emailed you at the email address on file.  Please check your inbox.  Thank you and have a great day!
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Mike Ziak

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Model 9150Tx
24:C8:6E:04:B6:43

I have not migrated, but Im having the same issue as everyone else here.  My problems actually seemed to start when I installed the remote battery pack.  I never had issues until I installed the pack on 8/3.  After that my bridge has been having random lost signal issues.

The display has never lost communication during this time, only the bridge.

Thanks.
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AcuRite Rachell, Employee

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Hello Mike,

We see you are currently updating on Acu-Link.com.  How often are you losing signal? The battery pack should not affect the signal strength as long as you are using the recommended battery brands.  I have listed those below.  Have a great day!

Batteries:
•Verify you are using fresh alkaline batteries or lithium batteries (when temperature is below -4oF/-20oC) in sensor.
•Quality brand batteries are recommended, including Duracell, Rayovac, Energizer, or Kirkland.
•Verify batteries are fresh. The battery expiration date should be at least 6 years out. Batteries can lose 3% power or more every year in storage.
•Heavy duty, extra strength or generic / store brand batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the way these types of batteries disperse power. Each battery should not exceed 1.6 volts.
•Rechargeable batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the voltage instability of these types of batteries.
•Mixing different battery types (brands, old/new, etc.) is not recommended.


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Mike Ziak

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Im using Energizer Lithium batteries.  They are only a few months old and were the same batteries that were inside the unit before I moved them to the battery pack.

If you look on Weather Underground starting on 8/3 for station ID KILOAKFO9. You can see when its gone out, but heres a summary:

8/3: spotty outages for 30 minutes or so at a time
8/4: Went out at 9pm and didnt come back up until 6pm on 8/5
8/7: Out from 8pm to 10pm
8/12: Went out at 9pm and did not come back up until 9am on 8/13
8/15: Went out at 6pm and did not come back up until 9am on 8/16

During this time the display unit never lost communication and always had fresh data.  The bridge has been in the same spot since before I switched to the battery pack.
(Edited)
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AcuRite Jennifer

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Hello Mike,

It sounds like you may be getting some interference. If you have the battery pack wrapped around a pole please unwrap it. You can also pull the bridge out from the router as far as you possibly can. If this doesn't correct the problem, please contact us back. Thank you. Have a good day!
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Mike Ziak

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I did have the cable wrapped around the 3/4" galvanized pipe the station is mounted to at first and realized that I had inadvertently created a magnetic field by doing so.  Right now the cable is running straight down the pipe and zip tied to it, but I would like to insulate the cable away from the pipe a bit more.  Does anyone have any ideas on how to do so?  I need to have the cable attached to the pipe to keep it secure.
(Edited)
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AcuRite Jennifer

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Hello Mike,

If you are able to insulate the pole somehow that should help with the interference. Thank you. Have a good day!
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gvazjr

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Hello Jennifer, Rachell and any other Acurite Employees;

My Bridge/Switch Model 09150TRX, migrated on 08/08/2016 and has been offline for 9 days; specifically since 08/10/2016 at 03:28 am EDT.

I've called customer support asking about the status of the issue and mentioned the e-mails some in this thread are getting, but Customer Support was unable to relay much info; other than they'll pass it along to the developers.

Can someone from Acurite please e-mail me what others are being e-mailed.  I'd like to have my Hub working again.

Many thanks,
-George
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AcuRite Rachell, Employee

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Hello gvazjr,

We have emailed you at the email address on file.  Please check your inbox.  Thank you and have a great day!
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Jason Wilson

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Can someone please send me an email with the link? All of a sudden I have solid blue lights but can do nothing with the Internet bridge.
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james

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CC

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I'm having the same problem as everybody else. just linked my bridge to new acurite - worked just fine then about a day later my power went out for less than an hour and ever since my station is offline. i deleted my sensor from my account to see if i re-added it if it would show up. to my dismay my account shows my bridge but says that there are 0 sensors available to add. i know my sensor is working because it is reporting data to my 5-in-1 display just fine and shows a full signal.

my bridge has steady blue status light and no blue network light, steady green and flashing yellow by ethernet port.

no updates for 2 days or so now. 

please help

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AcuRite Jennifer

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Hello CC,

We were able to look at your account, and see that it is currently transmitting. Please log in and let us know if you have any further problems. Enjoy your day!
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Eric Lake

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I am having similar issues, I keep getting communication lost email notifications and the bridge is between the sensor and receiver which shows great signal. Is there a fix available?
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AcuRite Rachell, Employee

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Hello Eric,Do you have the smartHUB connected directly into your router or are you using a switch of any kind? The smartHUB needs to be connected directly into the router. We would recommend moving the smartHUB away from the router as much as possible and rotating the HUB 90°. Please let us know if the issue continues. Thank you and have a great day!
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SD

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My connection keeps dropping off intermittently.  I've tried to move the bridge to different locations around the house but keep getting the same problem.
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AcuRite Jennifer

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Hello SD,

Do you have the smartHUB plugged directly into the router or are you using a port or switch? Does it drop off at a certain time of the day or is it just random?