New Access won’t connect

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  • Updated 7 days ago
I have a new Access, but it won’t connect. I keep getting the “Device must be connected and reporting to claim” message. I have the right MAC. Plugged directly into the the router. I can see it on the router. I can access it with the IP address I used. Light is blue, batteries in, even reset it a few times. I can’t get it to allow me to claim it. I see others have the issue too, but haven’t seen a resolution. What am I not doing right?
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Kevin

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Posted 1 month ago

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Kevin

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I’ve tried to force a download of the new firmware but I’m still on 46. I’ve disconnected and taken the batteries out for over 10 minutes but I’m still on 46. Any suggestions?
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George D. Nincehelser

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You will need to contact support.  This problem is mentioned in the firmware 47 announcement that I'm quoting below.

We have identified one cause of users being unable to add their Access to My AcuRite. While this firmware update is expected to resolve this issue for most impacted users, these users may not be able to receive the update remotely due to the nature of the problem. For users who may be experiencing this issue who have already contacted support, our support team will be reaching out to you in the next few days to help reach a resolution.For new users who are unable to add their new Access to My AcuRite, please reach out to our support team for additional assistance.
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Kevin

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Thank you for the info. I saw that as well, and figured that was my next step. I’ve had trouble, as most have, getting to talk to anyone. Hopefully I can talk with someone soon to resolve this.
(Edited)
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AcuRite Rachell, Employee

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Hello Kevin,
We did respond to your email on 5/15. We are happy to assist you with this issue. Please check your inbox. Thank you.