My AcuRite Outage

  • 6
  • Announcement
  • Updated 2 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: No longer applicable

Last night we performed a required database upgrade which exceeded the expected time frame. We have made significant progress in stabilizing the database and sensor readings began processing throughout the afternoon. Those sharing to Weather Underground may also see an interruption to or gaps in data published to WU. You should see the dashboard and trend charts on the dashboard updating as more sensor readings are processed. Check the last update time to verify if your sensor if fully back online and updating current data, you may see a green or yellow status even though the current data may not be fully up to date.Although trend charts and Today charts are now populating you may see gaps from the outage. For example a Today chart may show data at 4:00am but then nothing again until 3:00pm.Note: For the time being Loss of Communication and Loss of Signal alerts will not work.
Photo of AcuRite

AcuRite, Official Rep

  • 291 Posts
  • 18 Reply Likes

Posted 2 years ago

  • 6
Photo of Hal Jordan

Hal Jordan

  • 5 Posts
  • 1 Reply Like
Thank you very kindly for the update. 
Photo of Eric Seaberg

Eric Seaberg

  • 52 Posts
  • 12 Reply Likes
I still have no connectivity with WU.  Everything stopped at 8:44AM PST.  It's now 5:58PM.  Is that clearing up soon?  Thanks
(Edited)
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Eric,

We can see that you are back to transmitting on Weather Underground. Please let us know if there is anything further we can assist you with. Thank you.
Photo of Pete Pitta

Pete Pitta

  • 16 Posts
  • 1 Reply Like
Unfortunately, my Smart Hub has been offfline for well over 24 hours.  Any idea when it will be back on?  I am in NJ.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Pete,

We did reply on your other post and are happy to hear you are back online and transmitting. Thank you.
Photo of Lee

Lee

  • 8 Posts
  • 0 Reply Likes
Thanks for the information. I'm looking forward the the full functionality of my new Acurite PWS.
Photo of Eric Seaberg

Eric Seaberg

  • 52 Posts
  • 12 Reply Likes
Even though I can see the hub and all sensors using MyAcuRite, the hub's LEDs are dead and I still have no connection with WU... 16+ hours down.  I have RESET the hub several times with no luck.  Any updates on this?
(Edited)
Photo of rschul

rschul

  • 179 Posts
  • 11 Reply Likes
Pete:

I am trying not to give advice as Jennifer has been helping me and I am just a user. Jennifer is much better versed than me. Given what you see may be deceiving you. I will just state how you can determine this. I have Four temperature / Humidity sensors and a single SmartHUB. All of my sensors are at a signal level of 4 when checked in the HUB data. However in MyAcurite yesterday I got one of my sensors to go Orange. After moving this sensor to get a 4 level signal again this sensor is persisting to show in MyAcurite as Orange (weak) now for over 13 hours no matter what I do.

When you say "my sensors are showing weak signals" do you mean that they are Orange in MyAcurite?

In my case the signal levels in my HUB data does not agree with MyAcurite. The HUB like your HD display is seeing probably 100%. So locally I have excellent signals but MyAcurite shows one sensor as weak.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Eric,

Everything should be back up and running. If you have no blue lights please hold the register/activate button for about 10 seconds. Thank you.
Photo of rschul

rschul

  • 179 Posts
  • 11 Reply Likes
I hoe Eric is back up and running. We will see. In reading this thread I can see that Eric was told that whatever was wrong was at his end and he tried all to no success. Nothing seemed to work. Now you state that "everything should be fine". To me this means that AcuRite must have done something at their side. CAN you please confirm that in fact AcuRite did find a problem at their end. I do not see any response from Eric since his last post yet you are telling him all should now be OK. 
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello rschul,

This is in reference to the outage. Everyone should be back up and online at this point.  The blue lights on the smartHUB can be toggled on and off by pressing the register/activate button for 10 seconds.  If Eric was troubleshooting his smartHUB during the outage it is a possibility that he toggled the lights on and off.  This is nothing that we do on our end. Thank you.
Photo of rschul

rschul

  • 179 Posts
  • 11 Reply Likes
AHH nice to know. Maybe some of the "bricks" people complain about were actually fine except they disabled the lights. Not sure why this feature is there but I appreciate the information. Hopefully you will catch up on responses like this so everyone one knows that in general key problems are solved. I have a different post that at least for me is a big issue. Hopefully I will get some guidance on that one soon. Link here.

https://support.acurite.com/acurite/topics/still-have-three-issues-and-am-very-pleased-that-the-help...

Thanks again
Photo of Mike Sisson

Mike Sisson

  • 8 Posts
  • 0 Reply Likes
If you hold down the reset button for around 12 sec the lights should come back on(i had the same problem and got mine back on). I still have no connectivity to WU and have cleared and reentered my WU info multiple times last night and this morning.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Mike,

Everything should now be stabilized and you should be back online with Wunderground and My AcuRite. Please let us know if you continue to have a problem. Thank you.
Photo of Eric Seaberg

Eric Seaberg

  • 52 Posts
  • 12 Reply Likes
Yes, I did reset and nothing changes. I can see everything with the app as well as MyAcuRite on a web browser, but no LEDs on the bridge and no connectivity to WU.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Eric,

Everything should now be stabilized and you should be transmitting to Wunderground and My AcuRite. Thank you.
Photo of J. Alan Hughes

J. Alan Hughes

  • 2 Posts
  • 2 Reply Likes
Learned a lesson yesterday.  Check the forums before starting any troubleshooting of my weatherstation. Since I wasn't seeing any data in MyAcurite one of the things I tried yesterday at 9:30 am was to delete the weather station from MyAcurite and re-add it (I use a smart hub directly connected to my DSL model/router).  This obviously didn't help any since it was a server side issue.  Once the servers came back up MyAcurite starting reporting data correctly.  

Unfortunately when I deleted the weatherstation it also deleated the sharing of the data to WU.  I've tried re-sharing the weather station but have yet to get any data pushed to WU.  I've tried this multiple times (with in excess of 3 hours between each attempt).  I've confirmed the Station ID and password (key) match exactly to that shown on the "My PWS" page of WU.  Am I at the point where I need to just let it sit for an extended length of time to see if the data will eventually start being pushed.

Sad part here is if I had checked WU when MyAcurite wasn't showing anything I would have seen data still being pushed to WU. 

It would have been REALLY nice if an alert had been sent out similar to the Loss of Connectivity Alert that a server side upgrade was taking longer than expected and to not attempt any troubleshooting on our end.  It appears that if I had simply waited and done nothing everything would be back up and running at this point.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello J Alan,

We apologize for the inconvenience and frustration. We are working on ways to communicate with our customers regarding My AcuRite. Everything should be stabilized now and you should be transmitting to Weather Underground as well. Please let us know if there is anything further we can assist you with. Thank you.
Photo of Eric Seaberg

Eric Seaberg

  • 52 Posts
  • 12 Reply Likes
J. Alan Hughes, I have to assume it's still an issue with AcuRite's servers, as everything seems to go through them.  Notice their OP at the top, "Those sharing to Weather Underground may also see an interruption to or gaps in data published to WU", proving their server is between US and WU. Hopefully they're checking these posts.
___________________________

UPDATE... right now, 9:40AM PST, it is working.  However, one thing I did do was go to WU and change my password, then went into the SHARE settings for the Bridge and updated the WU password there.  It may be a coincidence, but it is working now.
(Edited)
Photo of Ryan Hansen

Ryan Hansen

  • 34 Posts
  • 4 Reply Likes
Are your blue lights working as well on your smarthub Eric?
Photo of Mike Atwood

Mike Atwood

  • 1 Post
  • 0 Reply Likes

I'm having same problem.  What I see is the blue network light blinks more frequently and slower but updates to the Acurite app are vey slow around 3 minutes.  My signal strength to sensors are good but the transmission of the data is slow still no post to the WU.  I have other sensors besides my 5-1 and I removed batteries to one sensor and  even after an up to the minute update to my app that the sensor says its  still on and working even after the batteries have been pulled.  I've reinstalled the whole system still no difference from the outage 24 hrs ago.  unplugged everything let set for long periods and I have a 35 mb download speed on RR internet.  Run straight into router not a switch and am 35 feet from hub to router.  Wish Acurite would fix.  System is 1 mth old and worked flawlessly for that time until the maintenance work.

Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello All,

We did have an outage from late in the night on the 11th into the 12th. Everything has now stabilized and you should be back online. Our apologies regarding this.  We will be more diligent in updating our users regarding My AcuRite and unplanned outages and things that occur. Thank you.
Photo of RP

RP

  • 11 Posts
  • 1 Reply Like
My dashboard has not updated since 3 am last night. Can someone from Acurite help me please?

The problem is resolved now. Thank you!
(Edited)
Photo of Lee

Lee

  • 8 Posts
  • 0 Reply Likes
My system is now fully on line however historical rain fall data is still way off. Because this may be a problem for some users but not others is there a way, on an individual basis, to delete past records? I'd prefer to have no data rather than inaccurate data.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Lee,

At this time there is no way to delete erroneous readings on My AcuRite.  This is something that we are taking into consideration for future development. 
Photo of rschul

rschul

  • 179 Posts
  • 11 Reply Likes
I do not know what it takes or what else this user would loose that they may want to keep. Why can't the user just have his/her total account wiped out and start over as if they were a new customer? Just inactivate the account and set it up like it was a new account and claim all of his/her equipment in the "new" account. Just a thought. Agree that data purging in the future is critical for users.

May be an issue for WU etc I will be honest I have no idea.
(Edited)
Photo of AcuRite Rachell

AcuRite Rachell, Employee

  • 6428 Posts
  • 200 Reply Likes
Hello rschul,

At the time this is not possible.  We are sorry if this causes any inconvenience for our customers but we will certainly pass it along for possible future updates.  Thank you.
Photo of rschul

rschul

  • 179 Posts
  • 11 Reply Likes
That's fine I was just trying to make a recommendation. I do not know what is or is not possible at your company. I can tell you I have quite a bit of experience and try to at least chime in with a recommendation if it had the potential of helping.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello rschul,

We do appreciate the recommendation, and will pass this along to our developers.  Thank you.
Photo of Dan Stratton

Dan Stratton

  • 20 Posts
  • 4 Reply Likes
Good afternoon,

My WU account has not received an update from my PWS since ~1300 ET 1/12/17.  I see all my data is up to date at myacurite.com so it seems to me there is a connectivity issue between myacurite.com and wunderground.com.  I called in to tech support but they directed me here; the phone tech said that this is an ongoing issue.  However, looking at the thread above, it seems the issue should be resolved.  Can someone assist?

https://www.wunderground.com/personal-weather-station/dashboard?ID=KKYSHELB7

Thank you,

Dan
(Edited)
Photo of Dan Stratton

Dan Stratton

  • 20 Posts
  • 4 Reply Likes
Hey Jennifer, thank you!  I had to take both steps, and it's updating now.  Thanks again!

Dan
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Dan,

This is great news. Please let us know if there is anything further we can assist you with. Thank you.
Photo of Don Spicer

Don Spicer

  • 8 Posts
  • 0 Reply Likes
Jennifer,  Looks like I am having the same or similar problem as Dan.  It started at 4:12am today 1/18/2017, and has not updated since.  I have reset the router and Smarthub; removed my Weather Underground credentials and typed them back in; changed the address and waited ten minutes for it to update; and deleted it from Shared Weather then added it again.  Nothing has worked.

The lights on the Smarthub are normal; blue light on left side flashes as it updates, blue light on right side is on steady.  Green link status light is on steady and yellow flashes.

I can access the Smart hub over the local network, and all looks fine, but MyAcurite dashboard shows the device offline. 

What should I do next?

Don Spicer
Photo of Don Spicer

Don Spicer

  • 8 Posts
  • 0 Reply Likes
Follow up to previous post:
At 7:30 pm, I received an email from Weather Underground that my weather station was back on line.  I checked on the WU site, and sure enough the readings were the same as displayed on my local Acurite console.

I checked on the Acurite web site, and my Dashboard indicates that my weather station is still offline and the readings there are nowhere near accurate.  Something is not right, but not sure where or what the problem is.

Don Spicer
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Don,

We show that you are offline on My AcuRite. We would recommend power cycling the smartHUB first by unplugging the Ethernet cord from the back of the router, and unplugging the power for about 2 minutes. After the 2 minutes plug the Ethernet cord back into the router, and power up the smartHUB. If that doesn't correct the problem, then please power cycle your router and smartHUB together. Who is your Internet service provider? Let us know if that corrects the problem.
Photo of Ray

Ray

  • 23 Posts
  • 2 Reply Likes
I had the same problem..I ended up deleting it from Shared Weather in myacurite settings and then adding it again and all was fine instantly.
Photo of Gary Westrup

Gary Westrup

  • 8 Posts
  • 0 Reply Likes
Help My home is in Minnesota. I am 1800 miles away. Data has not changed for over a day. What do I need to do? I don't want our house to freeze up.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Gary,

We can see that you are currently offline. Is there a way for you to tell us what the lights on the smartHUB are doing? We would recommend resetting the smartHUB and router if possible.  Power down your router, and smartHUB. Unplug the Ethernet cable from the router as well. Keep them unplugged for about 2 minutes. After the 2 minutes power up the router, and wait for it to get online. Once online go ahead and plug the Ethernet cable in, and power up the smartHUB. You should start to transmit online. The blue lights should function as follows: The left blue light is a network status light. It should flash for 1 second each time a reading is sent otherwise it will be steady. The right hand light should be solid steady.
Photo of Gary Westrup

Gary Westrup

  • 8 Posts
  • 0 Reply Likes
Hello Jennifer. I am 2000 miles away and had counted on AcuRite to monitor my house in Minnesota while I was away. I had someone visit my house yesterday. They did just what you described. The system worked for a time but is down again.HELP!
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Gary,

Do you have the smartHUB plugged directly into the router or are you using a port or switch? The smartHUB is meant to be plugged directly into the router via the Ethernet cable. We have found some users who plug it in a port or switch end up getting an intermittent connection.  If it is plugged into a switch, please plug it directly into the router to see if it is able to maintain the connection. If it is plugged directly into the router, would it be possible to find out what the lights are doing on the smartHUB? Thank you.
Photo of Gary Westrup

Gary Westrup

  • 8 Posts
  • 0 Reply Likes
It is plugged in properly. We are headed home from Florida to check on our house. VERY Disappointed. Does anyone know of a more reliable system?
Photo of rschul

rschul

  • 179 Posts
  • 11 Reply Likes
Do you by any chance have Comcast/Xfinity? They have a phone app that you can use to reboot your modem from anywhere. Also most cable companies if you call them can reboot your modem as long as its working OK. Just a thought. Have you tried this?
Photo of Rich

Rich

  • 11 Posts
  • 1 Reply Like
My bridge bricked last night at around 11:30 pm Alaska Time. No status lights. No network lights. I have unplugged for 1 minute and plugged back in, nothing. tried the reset button fro 10 to 15 seconds, nothing. What are my options?
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Rich,

What are the blue lights on your smartHUB doing? Do you have an amber light and green light in the back of the smartHUB?  The lights should function as follows: The left blue light is a network status light. It should flash for 1 second each time a reading is sent otherwise it will be steady. The right hand light should be solid steady. We would recommend power cycling the router and smartHUB.  Power down your router, and smartHUB. Unplug the Ethernet cable from the router as well. Keep them unplugged for about 2 minutes. After the 2 minutes power up the router, and wait for it to get online. Once online go ahead and plug the Ethernet cable in, and power up the smartHUB. Once this is complete you should be transmitting online. Let us know if this does not correct the problem. Thank you.
Photo of Rich

Rich

  • 11 Posts
  • 1 Reply Like
Jennifer,

Unfortunately, there are absolutely NO lights on. As I have stated, no network lights (green or yellow) and no network/status lights on either side (blue). I have unplugged or 2, 10 and 90 minutes and plugged back in and nothing happens. I have pressed the reset button for 10-15 seconds and upwards of 1 minute but to no avail.
Photo of Rich

Rich

  • 11 Posts
  • 1 Reply Like
Jennifer,

Please advise.
What is your warranty on this item?
Thank you.
Photo of Rich

Rich

  • 11 Posts
  • 1 Reply Like
Jennifer,

Please advise.

Thank you.
Photo of AcuRite Jennifer

AcuRite Jennifer

  • 11801 Posts
  • 536 Reply Likes
Hello Rich,

We can see you were able to reach a representative on our Customer Loyalty Team and they have ordered a replacement smartHUB for you. Let us know if there is anything further we can assist you with.
Photo of John Z

John Z

  • 904 Posts
  • 188 Reply Likes
Rich, a good first step is to check if you are getting 5 volts from your power adapter.
Photo of rschul

rschul

  • 179 Posts
  • 11 Reply Likes
Certainly check for the voltage as John recommended.

I was communicating with someone else with the same issue.

They Had to push in and hold the button on the bottom for over 60 seconds. I think then the SmartHUB came alive. They still had problems having their system the to reconnect to their 5 in 1 unit. Not sure what they did next but at least their "brick" came alive

Then if needed possibly:

Go into the devices and reclaim the HUB by deleting the entry and adding it back. If you do this you may then have to add back all your sensors. They should be showing in the sensors to add section. Just a guess though.
Photo of Josiah Densmore

Josiah Densmore

  • 80 Posts
  • 4 Reply Likes
Photo of AcuRite Rachell

AcuRite Rachell, Employee

  • 6428 Posts
  • 200 Reply Likes
Hello Josiah,

We can see you are currently updating on Weather Underground. How can we help you? We have responded on multiple threads you have posted. Thank you.
Photo of Richard Mueller

Richard Mueller

  • 1 Post
  • 0 Reply Likes
My dashboard is offline but has adequate signals and battery power. It has not updated since 1 PM, yesterday, Feb 11 CST. Please help.
Photo of AcuRite Rachell

AcuRite Rachell, Employee

  • 6428 Posts
  • 200 Reply Likes
Hello Richard,

I believe we have located your account with two different HUB's attached. We can see that both are online at this time. Please let us know if you have any other questions. Thank you and have a great day!

This conversation is no longer open for comments or replies.