One sensor consistently goes offline

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  • Problem
  • Updated 3 months ago
I purchased a smartHub (Model 09150M v.210224) almost a month ago, in a bundle with 3 temp/humidity sensors (00592TXR towers). Since then, one of the sensors has repeatedly gone offline and I believe it to be defective.

I've purchased additional sensors (9 total) and have them arrayed throughout the house. Some of these have occasionally dropped out too (which is worrying), but they always come back within a few hours. The suspected bad sensor always stays offline until I remove the batteries and put them back in. It then works for a day or less and then goes offline again.

The sensor is outside and I've tried both relocating it and replacing the batteries (fresh Energizer Lithium Ion each time). It is now about 2m from the hub (through a floor and external wall) and when online it indicates a "Strong" signal and "Normal" battery level.

I'm using this system to remotely monitor an unoccupied house I'm working on, so it's fairly important to have a reliable system to track the temperature when I'm not there. I also need to have consistent data so I can compare energy usage to temperature trends.

Is there a process for getting the sensor replaced directly from AcuRite, or should I just return it to Amazon?

Thanks
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Michael

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  • disappointed

Posted 3 months ago

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AcuRite Jennifer

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Hello Michael,

We would be happy to assist you with your sensor. Before initiating a warranty claim we do go through some troubleshooting steps. If we are not able to get the issue corrected after the troubleshooting we would then initiate a warranty claim. What type of construction material is the house made of? Do you have this sensor connected to an indoor display at all? Where is the sensor mounted outside? We recommend only using the lithium batteries when the temperatures are -4 degrees or colder where you live for an extended period of time.  If you do not get temperatures that cold for an extended period of time we recommend using a standard alkaline battery such as Rayovac, Energizer, Duracell or Kirkland battery.
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Michael

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Hi Jennifer,

• The house is standard wood-frame construction with vinyl siding.
• The sensor is is/was only connected to the smartHUB.
• The sensor is hanging from a joist under our 2nd floor deck, against the exterior wall of the house. It is protected from sun and rain and is about 3m way from the hub by line of sight.

Would the battery type matter? I have lithium batteries in almost all my sensors (the rest are indoors) and they have been fairly reliable.

At this point it will be difficult to troubleshoot because the sensor will not connect at all to the hub, despite fresh batteries and being placed 2ft away on the same table. It blinks, but the hub cannot see it.

Thanks,
Michael
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AcuRite Jennifer

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Hello Michael,

Please bring the sensor within 3 feet of the smartHUB. Remove the lithium batteries, and please use one of the recommended batteries above.  If you are not able to see the sensor on My AcuRite under available sensors we can initiate a warranty claim on the sensor. Thank you.
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Michael

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Hi Jennifer,

I put fresh Duracell batteries in the sensor and placed on the same table (within 3ft) of the smartHUB and it did not appear as an available device on MyAcuRite. Though the red light came on briefly when I put the batteries in, it otherwise appears to be dead.

How do we initiate the warranty claim?

Thank you,
Michael
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AcuRite Rachell, Employee

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Hello Michael,
We have emailed you at the email address associated with your community forum account. Please check your inbox. Thank you.