Myaccurite servers down?

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  • Updated 2 months ago
Myaccurite desktop and phone app has been offline for the last 2-3 hours, but has been transmitting data flawlessly to weather underground during the same time period.  Are the accurite servers down?
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John Beattie

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Posted 3 months ago

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MountainGuy

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This is a constant issue for me.  Data is reported to Weather Underground flawlessly, but MyAcurite desktop and phone report offline.  Alexa app is offline then online then offline.  My guess is same issue. Thing I don't understand is that the data goes from my hub to the acurite servers then to Weather Underground.  How can the endpoint (WU) be good when the midpoint is bad?
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Gregory DiCarlo

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I have reported this problem several times to Acurite over the past few weeks, and have yet to get a response from them. I am fed up with this company and lack of customer support.  They obviously have a problems with their servers. I doubt they are even looking into it, since they won't even acknowledge the problem. Even if they look into it, I doubt they would  know how to fix it.
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John Beattie

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Yeah over the last 4-5 days myacurite will go offline for 2, 3, 4 hours at a time, then it will randomly come back online for 3 or 4 hours, then go offline again in a repeating pattern.  All the while my station is reporting every 5 minutes with no hiccups to weather underground - like mountainguy said - through the access hub, shared through myacurite, and on to WU.  Doesn't make any sense at all.  
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MountainGuy

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When I purchased my first hub, over a year ago, I was getting wacko readings on the MyAcurite app and desktop software.  Off many, many degrees. More than 20 degrees off, as I recall.  I posted on this forum and the response from other users was that it sometimes takes 30 days for the readings to show up correctly. All the while, Weather Underground stuff was perfect. I surmised from this that My Acurite software is not ready for prime time and someone in charge of the development team had other priorities. 

As I write this, the Dashboard on this PC says that the current temp is 45 with a status of good.  The non-computerized weather display sitting next to me says 33 degrees, WU says 32.7. "The Weather Channel" says it is 36, locally.  So, the MyAcurite Dashboard is OFF BY 12 DEGREES. 

Hence, I think many users ignore MyAcurite and go with WU.  Eventuallly, Acurite will fix their issues.
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Jacob Lipps

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Me to having the same problem
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MountainGuy

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Jacob, are you having 1) the going offline problem or 2) the inaccurate results problem? And is WU still online and accurite?

Just a few minutes ago, I enabled the Weather Underground Alexa skill. I then asked Alexa what the "Personal Weather" conditions were.  Accurate.  Spot on. Data from 5 minutes.    

I then asked Alexa what the MyAcurite weather was.  It says that my station is offline.  Go figure.
(Edited)
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Jacob Lipps

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Both
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John Beattie

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For me, when the myacurite dashboard is online and displaying, its readings, the weather underground readings, and the readings on my indoor display are all in sync.  No inaccuracy issues, just spotty connectivity on myacurite while the WU is up and running perfectly.
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MountainGuy

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So, the data at Acurite is perfect and it gets through to WU.  The problem is that when the program "MyAcurite" polls or queries the database, it either grabs the wrong data or cannot find the correct station. It could be that MyAcurite is set to timeout too quickly. Therefore the "offline" reports when we know it is connected.  It could be that the query fails to get through.  The wrong data could be that the query is corrupted in transmission and results in the wrong data being grabbed.  

What is the point of my going on like this?  In my experience, the brilliant tech people need someone (end user) to point them in the right direction. 
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John Beattie

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I've experimented a little with this "offline" problem.  It seems that it will randomly go offline and then come back online, then go offline again and then come back online again.  If I happen to be at home when I see it is offline, and I power cycle my access device by disconnecting the power and removing the batteries, then hooking everything back up, myacurite will immediately come back online again.  After a few hours it will go back to the previously mentioned behavior.
Once again, the transmission of data to WU seems flawless and remains uninterrupted.  

Does customer support examine these "problem" threads to see if they can answer questions and possibly come up with a solution?  At this point my work around is to simply rely on WU, but it would be nice if everything worked as intended.  I like my weather station, but when this one bites the dust I'll probably spend the extra money and go with an Ambient or Davis system instead.
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MountainGuy

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As far as I know, WU only reports main device.  It would help in my overall energy efficiency process, if I could get readings on other devices.
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Sir MAK

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Just FYI - The hub reports separately to Acurite and WU.  I believe it sends to Acurite every 5 minutes and it send to WU about every minute (or less).
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MountainGuy

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Sir Mak.  To get WU to report data, one must set up your weather station through Acurite. So, I don't see where you are coming from on the "reports separately to Acurite and WU."  Also, I am looking at the WU table for my station and it is only every 5 minutes.
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George D. Nincehelser

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The Access (and SmartHUB) send data directly to wunderground (i.e. it is separate from the data sent to myAcurite).

Data is also sent "rapid-fire" to wunderground.  In the case of a 5n1 with an Access, it's every 18 seconds.  It's 36 seconds if you're using a SmartHUB.

Wunderground aggregates the table data to 5-minute intervals. 
(Edited)
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Shawn Davis

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For the past week or so, I have had problems with MyAcurite reporting that my Access has gone offline for several hours at a time. Reporting to WU is flawless.

As stated by Mr Mak, the Access reports readings directly to WU. When initially setting up sharing with WU, the settings are first entered at the MyAcuRite site. Then the Access receives those setting when it reports to MyAcurite up to 5 minutes later.

In my situation, I have noticed two things:

1) When MyAcurite shows my Access is offline, I browsed to the IP address of the Access on my network and noticed the "Last TIME UTC" is always 6 or 7 minutes ahead of the current time. For example if the current time is 2018-05-02T14:03, the access reports something like 2018-05-02T14:10:33. This is seven minutes ahead of the current time. I believe this is the problem that is preventing the Access from reporting data to MyAcurite which in turn makes it appear to be offline. The issue is probably caused by servers but possibly related to Access firmware update 047.

2) My router security log shows the Access constantly requesting an IP address. Every 2 or 3 seconfsI see "24:c8:6e:00:00:00(W550-000000) get IP 192.168.2.102" in the security log. There are hundreds of these requests (line altered to conceal MAC address of my Acess).

FYI: I was part of the Access beta testing program last fall. I have to say, I really liked the beta version of the Access I was provided with for testing. I received the production Access in early February. I have had nothing but trouble with it. AcuRite has definitely taken a wrong turn somewhere.

Is anyone with a SmartHub having this probelm or is it only related to the Access?
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David Nadeau

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I am having exactly the same problem The Access hub worked flawlessly right up to the 047 firmware release.  It now disconnects 3 to 4 times in a 24 hour period. Certainly seems related to the firmware release.  Rebooting the device will clear the issue, or it will reconnect within an hour or two by itself.
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John Beattie

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As I described previously, I am seeing the same thing as David.  When I power cycle/reboot the access device, I will come online within a minute or so.  I also am experiencing the "on again/off again" behavior if I am not at home to reboot the device.  
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Shawn Davis

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MountainGuy, the Access reports directly to WU with rapid fire updates every 18 to 36 seconds (or sooner) for real time streaming of data. The data is stored in five minute intervals by WU. Otherwords, they don't store all the data that is sent to them. It's more of a snapshot. I was part of the beta test program for the Access. This was one of the things we tested.
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John Beattie

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Hi Shawn, 

As you were part of the Beta test, do you have access to a phone number or email address where you could send our discussion thread?  This is obviously a problem for a few people, and I suspect that many more are affected and don't know how to access the community site.  I thought Acurite checked these forums but it doesn't appear to be the case!
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Shawn Davis

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During the beta test, I had an AcuRite email address used for reporting weekly testing updates.  A few months back, I wrote to AcuRite using that same email address and never received a reply. If I can find that email address in my files, I'll send a message and see if I can receive a reply.
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Shawn Davis

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I sent an email to the Beta test team. It's been 4 days and no reply. I'm not sure they monitor that email address.
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Brett

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Acurite seems silent on this .... as usual.
I'm in the technology business, I design and maintain public safety radio systems.  While Acurite is not under the same pressures as I am, (if the radio doesn't work, people can die), I've found that if you're having a problem and acknowledge you're aware and working on it, people will understand and react positively.  If you bury your head in the sand and let your calls go to voicemail, people get pissed and begin looking for a different vendor.
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MountainGuy

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More info.  WU and my indoor display, correctly have temp at 77 degrees. MyAcurite status is weak and 60 degrees. This is for main sensor.  Other two sensors are Offline and status of "Good" but data is wrong.  

My firmware is 046.  My router logs do not show DHCP assigning an IP to that Mac address in the last few days, so I must not be having the disconnect issue.  From various posts in this thread, I don't think I want to update the firmware.
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MountainGuy

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1) How does one get the updated firmware? 2) How do I install the updated firmware? 3) With a number of people saying their problems began with that firmware, how confident are you that it is the thing to do?
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George D. Nincehelser

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It's all automatic.  The Access checks for firmware updates once a day.  If an update is found, it downloads them.

The firmware updates aren't optional.  They are necessary for proper operation of the system.
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MountainGuy

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Update.  I clicked the "Save & Restart" button on the Access web page and now it shows 047 instead of 046.
(Edited)
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MountainGuy

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George.  As I mentioned, I clicked the "Save & Restart" button and it immediately showed firmware of 047. Since then, MyAcurite has been flawless. I must thank you for this suggestion.  i have nothing to complain about.  Is there a link where I can find out that there is a new firmware?  (For when version 048 comes out) I think my device just needed a manual restart so it would take effect. 
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George D. Nincehelser

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I'd guess that was just an anomaly. One of the issues with firmware 46 seems to have been with communicating properly with the servers in the first place, as some users couldn't get to 47 without extra intervention from support.  Normally updates are very quiet and run smoothly without any user effort.

Acurite hasn't been real consistent about where they post info about a firmware update, but usually they either post a "pinned" announcement on top of this forum (https://support.acurite.com/acurite/topics/acurite-access-firmware-version-47-release) or they put something in the "what's new" of the on-line help files. (https://kbase.myacurite.com/web/content/release-notes/whats-new.htm)

The "what's new" section also covers fixes/changes/enhancements in the web site itself (those happen more often than firmware updates).
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Brett

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Mine has the ver 47 firmware. Still having the same issues.
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Brett

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I've removed the Access from service and put the old smart Hub back on line.  I know it will only work until February of next year but that gives me time to find a better vendor.   This entire fiasco has been a disaster for Acurites reputation.  
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MountainGuy

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For me, upgrading to firmware 047 fixed the problem. 7 days running.