new Access hub will not install

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  • Problem
  • Updated 3 months ago
purchased new Access hub will not install Called Tech support on hold left number for call back received call back was to be transferred to 2nd level tech then got recording that there is a system malfunction tried to call back got same message.
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Keith Johnson

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Posted 3 months ago

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Jim Ace

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Do you see Access hub on your My Acuirite?
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Keith Johnson

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No when I try to add it I get the device must be connected and reporting data to claim it.
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Jim Ace

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What sensors are you using?  is Access connected via cat5 to your router?
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Keith Johnson

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Have the 5 in 1 weather station model 01036A1 and the access is attached to the router with a known working cable and known working port the router is a Apple AirPort Extreme
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Jim Ace

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You can't find it in My Acurite under devices?
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Keith Johnson

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No it stops at the first step of adding a device and I consistently get the same error message Device must be detected in order to claim it.
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Jim Ace

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For some reason it's not detecting access, make sure the batteries are in right it's a little confusing.  Hope tech support can help.
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Keith Johnson

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I verified the batteries and confirm they are correctly installed. Thanks for your help.
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Tim S

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Had same issue - seems like the new Access hub has a weaker antennae than the old Hub.  After calling support, waiting 1:20 for a level 1 tech, then put on hold again for 45 minutes before hanging up, I went back to troubleshooting myself. I could not get the unit to register at all when put in the same location as the old Hub.  My color display is right next to the hub and has good signal strength, but this thing won't pick up my 5 in 1.  I had to relocate it significantly closer to the sensor, which meant extending a network cable.  Disappointed that the "new" device has a shorter pickup range.
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tjuays

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I am having the exact same problem as Keith. Very frustrating!
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Keith Johnson

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Mine started working I left the device powered on but did not attach the network cable for several hours (I forgot to attach) when I saw the orange light I plugged in the network cable and to my surprise it immediately started working. I think the problem is on the Accurite server and it’s slow to accept new devices.
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tjuays

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I'll leave it overnight and see what happens.
Thanks