My new ACCESS hub will not work

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  • Problem
  • Updated 4 months ago
Blue light is on steady. Network lights in back are flashing.
I can access the hub from IP address in browser.
The old hub setup and is working OK. After deleting it before trying new ACCESS hub.
Installed and after 2 days still cannot get it setup in MyAcurite web page or apple phone setup.
After entering MAC error getting data is displayed.
Old hub worked for years no problem. I sorry I ordered it.
Ok need some help.
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Frank Stanovich

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Posted 5 months ago

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Mark Wagner

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I am in the same boat as you but thankfully I did not delete my old hub from MyAcuRite. I gave up and plugged my old hub back in so I’m up and reporting again. I was trying to use the “replace” function in MyAcuRite to replace my old hub with the new Access. I would enter the Device ID (it’s really a MAC address) but would get an error message indicating that was not connected and reporting so I couldn’t “claim” it. Was on the phone with AcuRite tech support but they said they would have to look into the problem and they would call me back. That was two days ago. Hopefully I’ll hear from them soon.
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Frank Stanovich

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Thanks for reply. Please keep me updated with tech support.
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Mark Wagner

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Was on the phone with level 2 tech support several times today. They are working with the product folks to try to resolve the issue. No resolution as of yet but the folks I am now talking to seem very good. Will keep you posted.
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Frank Stanovich

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Thanks Mark
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Douglas Culmone

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I’m having the exact same issue with a brand new access unit. Not super interested in spending time on the phone with tech support. Where’s the quality control?
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Mark Wagner

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I will update this thread with any progress. Since there are several of us, at least, that have the exact same problem I would just hold tight until tech support and the product folks have time to sort it out.
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AcuRite Rachell, Employee

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Hello All,
What is the blue light in the front and the amber and green lights on the back doing? What is the make and model of your router?  When you log into your router, do you see the Access on your client list?  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.  Please wait 15 minutes before trying to add the Access to the account again.  Please let us know if the issue continues. Thank you.
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Douglas Culmone

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I've tried all this while on the phone for almost 2 hours with one of your tech support folk. She eventually gave up and escalated it to Engineering and promised me a call back, which never happened. Very disappointing. 
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AcuRite Jennifer

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Hello Douglas,

We can see that the AcuRite Loyalty Team has been communicating with you via email. We apologize that you did not receive a phone call. Please check your inbox as the representative has responded to your email. Thank you.
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Robert Garrett

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A side comment here:  From reading the installation instructions on the new AccessHub and comparing them to the installation instructions for the older SmartHub, I see that they are nearly identical.  This makes me wonder if perhaps the "guts" of the new device (the hardware and software) might likewise be nearly identical to the older device - i.e. same problems, same "touchiness" to network issues, same...
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George D. Nincehelser

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No.  Overall there are substantial differences in construction and design.  About all that I recall that is the same is the radio chip.
(Edited)
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Mark Wagner

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Latest update - They have not been able to solve the problem. They have requested that I return the unit so they can do "additional in house testing". Of course they won't send out a replacement till they do their testing. I have already received the RMA label and I will send the unit out tomorrow. I will keep this thread posted with any updates.
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Frank Stanovich

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I think it's time to look for new vendor for weather station. I never did like the stuff from Acurite anyway. Will pass the word around.
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Steve U

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My recent experience is the Access is touchy about the network (can not log into the Access) even with a blue light.
Here are the steps I have used.
1) Connect CAT5
2) Connect Power, wait for blue LED
3) Remove Network cable, Wait for flashing Orange
4) Connect Network cable, wait for Blue LED
5) Login to Access, Note if there are any sensors detected, wait until at least one is detected.
6) logout (I suspect there may be an 'in use' issue when registering otherwise)
7) Add to your My Acurite

Currently running my Access on a PoE Netgear GS108 with a PoETexas WT-AF-5V5W splitter (definitely not an factory approved configuration) Been running fine, this way for 2 days.
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Anthony Mercado

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I know I'm late to the party but I have the same issue. I really want this to work and this whole situation to work out.

But I get "Device must be connected and reporting data to claim it. Please make sure the device is connected to your router and the status lights are blinking"

I called the tech and we got deep into the issue including getting into the client list (access mac address found) also got into getting the IP address thru my browser. They said they had a team working on this problem and they will get back to me via e-mail. nothing yet (2 days).

I really don't feel there is a fix for mine. I think the next step is to send it back and fix it themselves. I would think to just send a new one but test it before they send it out. 

Yes, I went thru the factory reset both with and without power. with and without cat 5 plugged in. Batteries in and out, all combinations. Of course, ressetting access hub each time.

I've recently plugged in "new devices" into this router. Basically, it was just plug-n-play with an instant connection to "grab data to/from" the internet.

And to boot... (just like most people on this thread, I have a solid blue light, solid amber light in the back with a flickering green light. That is plugged into Netgear nighthawk x6. All cat5 slots are in working order.

I'm still working on it at home. trying new things. I guess until my patience runs out. Also waiting for acurite to contact me whenever they can. 

If anyone has an idea, I'll be happy to try it. You never know.

Thanks, Ant
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Mark Wagner

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Wrong George. Sorry but I honestly don’t have the time or the desire to educate you. As I said before, but I guess you didn’t listen, I’ll wait till AcuRite completes the fix and post here accordingly. This will be my last post to you until that time. Thanks.
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George D. Nincehelser

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No.  It's only the data sent to myAcurite that is now employing encryption.  However, it is still possible to decrypt the data using an intermediate server as they aren't forcing the strict use of certificates to ensure a secure end-to-end communication.
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George D. Nincehelser

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I've no desire to explain networking 101 to you either, Mark.

I will continue to answer questions on how the network communications actually work if anyone is interested, though.  It's no big secret as they are using standard secure web techniques to transfer information back and forth.  If you look at the network traffic you can clearly see that.
(Edited)
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Mark Wagner

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Jon008 - This issue has nothing to do with Wunderground. This is an issue with communication to/from the Access unit and AcuRite.
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AcuRite Jennifer, Employee

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Hello Anthony,

We have emailed you at the address on file. Please check your inbox.
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Mark Wagner

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In order to consolidate the discussion around this issue I’ll be only posting updates to the following discussion thread. Anyone who is interested in following the progress and final resolution please follow along here :

https://support.acurite.com/acurite/t...