Rain re-setting with Access

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I've had Access now for 4 days. We have had a few periods of rain each day. Today I had.01 in the morning then 7 hours later another .12 inch. The total on my display (.13) is correct for the daily total. On My acurite.com my total is .12. When I chart it it shows the first.01 going to zero after four hours, then is shows the .12. This happened yesterday where the rainfall drops to zero after a few hours then starts to accumulate again. Help!
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tonyroman2

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Posted 5 months ago

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tonyroman2

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Here is the data file for the above image with it edited to show the problem.
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John Z

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tonyroman2,

Has it ever lost more than .01 inches for you?

Do you have batteries in Access? Installed correctly? Let's remove power drop-out/flicker as a possibility.

Also, if you use WU, do you see the same thing there?
(Edited)
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tonyroman2

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John...yes it lost .27 inches the day before after about 4 hours. Brand new fully charged batteries in the Access. WU is having it's own problems right now so I don't want to mix the two problems. You can see from the data sheet how it reset...the problem can't be on my end if my display shows the right total. This is similar to the problem they had with the servers a few years ago with rainfall be reset. I'm expecting rain today again so I'll be on the lookout. Thank you for responding.
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John Z

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tonyroman2,

Well, that should not have happened. I trust that those batteries are not rechargeables. I have not seen it happen on my Access or the couple others I peek in on. I asked about WU to try to see if maybe your Access hardware has a problem. It would show in both places if true. I'm sure all this will be of interest to AcuRite.
(Edited)
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tonyroman2

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I checked with my Wu site for yesterday.....it shows in the table that it reset to zero at the same time.
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John Z

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OK. That means that it was not My AcuRite messing up. It means that your Access did sustain an internal reset. But why?...
I'm sure the tech support team will respond.
(Edited)
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tonyroman2

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John.....I'm waiting to hear what they say.....
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tonyroman2

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After waiting a total of 2.5 hours on the phone on 2 separate occasions today I'm about to give up. Transfers and hangups are not a good way to treat a long term customer and supporter of their products.
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John Z

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If you can dial in right at 7AM CST, your prospects are much better.

Support will respond to you here, though it may take a day or two. This is a peak period for them, both on-line and on the phone. 
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tonyroman2

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John, thanks...we will see.
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joe b.

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Throgh the Acurite access my rainfall total was 0.89 inches, not agreeing with the display. unit. Through the myacurite software the same rain was 1.03 inches. Only the access is reporting to WU and it was quite wacky as it zeroed out. Good batteries, has the access about a week now. So not sure what may be amiss. 
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John Z

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joe b.

Post some screenshots. It will help make your points, and may speed the discussion with tech support.
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AcuRite Rachell, Employee

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Hello Joe.B,

I can see on the 12th your Access reset the rain reading. Did you have the batteries in the Access since you have had it powered on? What is the name brand of the batteries you are using in the Access?  What type of network set up do you have? Who is your Internet service provider? What is the model number of your router? Were there any internet or power outages that you could recall around that time or is this a remote device? Just to confirm the display is reading the correct rainfall right? Thank you.
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tonyroman2

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Acurite---is anyone going to try and help me or do I just give up and stop buying your products?
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tonyroman2

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???
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AcuRite Rachell, Employee

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Hello Tony and Joe B,

What brand of batteries are you using in your Access? Please verify you are using the battery recommendations listed below.  Thank you.

Batteries:

•Verify you are using fresh alkaline batteries or lithium batteries (when temperature is below -4°F/-20°C) in sensor.

•Quality brand batteries are recommended, including Duracell, Rayovac, Energizer, or Kirkland.

•Verify batteries are fresh. The battery expiration date should be at least 6 years out. Batteries can lose 3% power or more every year in storage.

•Heavy duty, extra strength or generic / store brand batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the way these types of batteries disperse power. Each battery should not exceed 1.6 volts.

•Rechargeable batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the voltage instability of these types of batteries.

•Mixing different battery types (brands, old/new, etc.) is not recommended.


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tonyroman2

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Rachell...I've been with Acurite for 5 years and know all the troubleshooting procedures and have done them all. I AM using the proper batteries. Signal strength is "excellent". Please look at my chart in the second post above and see the rain reset on your server!!!
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AcuRite Jennifer

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Hello Tonyroman2,

Did you have the batteries in the Access since you have had it powered on? What is the name brand of the batteries you are using in the Access?  What type of network set up do you have? Who is your Internet service provider? What is the model number of your router? Were there any internet or power outages that you could recall around that time or is this a remote device? Just to confirm the display is reading the correct rainfall right?  Thank you for the information. We are looking into your account.
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tonyroman2

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Nevermind........I called my credit card company already. Two weeks to respond to a problem? wow! My smart hub is not doing this just the new access. Same duracells, same router, same provider......etc.
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tonyroman2

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I liked your company when you responded to your customer problems like you cared. You really have changed in 4 years. 1-2 hours on hold to be dis connected, no replies for help.....NO GOOD!
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AcuRite Rachell, Employee

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Hello tonyroman2,
We are very sorry for the delay in response. We do care about our customers but yes, we have gotten behind on our community forum posts.  We want to get you back up and running. Can you please provide us with the information requested above?  If your rain is resetting, we need to get more information so we can locate where the issue is. Thank you.
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SharkFanMI

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This happened to me too this morning:
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Joe B.

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Yes, that is pretty much what I saw as well. Never got to copying and pasting picture, though, so sorry. The display unit had the total correct on mine, myacurite did not and WU was fouled up as well. 
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tonyroman2

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I'm leaving WU out if the equation,,,,,,it's strictly Myacurite I'm complaining about. If you add WU into the equation it gets confusing. Fix one issue first.
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AcuRite Rachell, Employee

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Hello SharkFanMI,
Did you have the batteries in the Access since you have had it powered on? What is the name brand of the batteries you are using in the Access?  What type of network set up do you have? Who is your Internet service provider? What is the model number of your router? Were there any internet or power outages that you could recall around that time or is this a remote device? Just to confirm the display is reading the correct rainfall right? Thank you.

Hello tonyroman2,
We have looked into your account and on the 23rd you had rain and it did not reset.  Have you noticed anything else since you have connected the Access?  Thank you.
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Mirwin2

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Just had a rain reset with the Access. First one since I set it up on 1/20. A reset on WU and My Acurite. On My Acurite, my neighbor's rain reset also. My Access has brand new Energizer Ultimate Lithium batteries installed. It's definitely not sensor-related, it must have to do with the server Acurite uses.
(Edited)
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tonyroman2

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The the same problem I have. Exactly. I'm running the old smart hub at the same time and no problems with it.
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AcuRite Jennifer

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Hello Tonyroman2,

If you are getting rain resets on your Access please power cycle your router and Access for 5 minutes. Remove the batteries from the Access as well. This will erase any saved data in the Access.  After the 5 minutes power up the router, and wait for it to come back online. Once online power up the Access. Let us know if you continue to experience the problem after the power cycle. Thank you.
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Mirwin2

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And again, it reset on WU and My Acurite. Haven't touched it or changed a thing.
(Edited)
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Mirwin2

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I read in another thread that it is not advised to use lithium batteries in the Access, since it may cause problems. So it is advised to use lithium batteries in the sensors, but not the Access? Is this correct?
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AcuRite Jennifer

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Hello Mirwin2,

That is correct. We only recommend using lithium batteries when the temperatures get to -4 degrees of colder for an extended period of time.  Please use the recommended batteries in the AcuRite Access. Verify you are using fresh alkaline batteries or lithium batteries (when temperature is below -4oF/-20oC) in sensor.

•Quality brand batteries are recommended, including Duracell, Rayovac, Energizer, or Kirkland.

•Verify batteries are fresh. The battery expiration date should be at least 6 years out. Batteries can lose 3% power or more every year in storage.

•Heavy duty, extra strength or generic / store brand batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the way these types of batteries disperse power. Each battery should not exceed 1.6 volts.

•Rechargeable batteries are not recommended for use with AcuRite products because they may cause performance irregularities due to the voltage instability of these types of batteries.

•Mixing different battery types (brands, old/new, etc.) is not recommended.



If you are getting rain resets on your Access please power cycle your router and Access for 5 minutes. Remove the batteries from the Access as well. This will erase any saved data in the Access.  After the 5 minutes power up the router, and wait for it to come back online. Once online power up the Access. Let us know if you continue to experience the problem after the power cycle. Thank you.
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Monopweather

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I lost 1.97 inches of rain to a reset on 2/10/18.   This has been a recurring problem since installing the Access.  Resetting the Access and my router did seem to help for a couple of rainfall events, but now it's back to its old tricks.  After yesterday, I boxed it up and set the old Hub back up.  Hopefully that resolves the problem.  I lost the graphic data in myacurite after deleting the Access and replacing it with the Hub, but attached is a screenshot from WU showing the precip drop off at 2:31pm . 
(Edited)
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AcuRite Jennifer

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Hello Monopweather,

Can you please connect the Access back up and run both the Access and smartHUB at the same time. This way we can review your account. You can use the same sensor on both devices. Once that is done please let us know the next time you get a rainfall so we can view both devices. Thank you.
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AcuRite Rachell, Employee

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Hello Gregory,
I can see you are currently working with us via email regarding this issue. We apologize for any inconvenience you have experienced.  Thank you.
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Monopweather

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Both of my units are up and running now Jennifer.  You should be able to see them.  This seems to be a widespread problem with the Access.  A friend of mine is experiencing the same problem, but he won't bother troubleshooting.   
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AcuRite Jennifer

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Hello Monopweather,

Thank you for the information. If your friend would like to go through the troubleshooting steps please have them reach out to us, as we would be happy to assist them. Thank you.
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Monopweather

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He has done so, and his issue is so far unresolvable too.  I DO appreciate your effort - thank you.  
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Craig Thom

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My Access is doing the same thing.  My display is showing 1.48" so far today.  That is consistent with what I've got reading the 5-in-1 into WeeWX with an SDR.

On MyAcurite, using the Access, this is what I get:
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AcuRite Jennifer

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Hello Craig,

What was the total amount that registered that day on your display? I can see that on the 23rd the Access was offline from 2:14am to 7:39am. During that time the rain would not register. Did you have a battery back up in the Access during that time? What is the name brand of the batteries you were using? Is this the only time you had it not register the rain correctly or has this happened before?
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Monopweather

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Ok, I have found what COULD be the problem.  Prior to Feb 17, I was experiencing these resets that would wipe out my accumulated rainfall for the day like many other folks.  On  Feb 17 I changed my internet routing setup during a rainfall event.    I have fiber coming into my house, and previously I had the fiber connected directly to my Apple Airport, then had my Access plugged into the Airport.  The change I made was that I purchased a Netgear GS105 switch, and ran my fiber directly into it.  I then plugged my access into it, and plugged my Apple wifi router into it as well.  (So the Access has bypassed the Apple Wifi router and is more directly connected to the source) Since doing this, I have not experienced ANY resets, and we have had 5 days of rain.  I'm still holding my breath.   Now, I know that it is not ONLY people using Apple Wifi routers that are having this problem, because I have a friend experiencing constant resets who is using a some other switch.  I am not sure of the brand/type, but it is NOT apple.  

So, I am hopeful that I have solved my problem, but not yet certain.  I would suggest that anyone having similar problems might look into their switch/router and see if they can connect the Access as directly as possible to the incoming internet source.  Possibly try a simple switch, or a different brand of switch,  to split off your access connection.  
(Edited)
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Monopweather

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Well, again I spoke too soon.  I got .01 precipitation just after midnight this morning, and it recorded on the smart hub and Access . However, at around 6:10am, the access dropped the accumulated precip . The smart hub did not drop the precip.  I am beginning to think the Access is junk - the precipitation reset is occurring with many people, and it defeats one of the primary purposes of having this system . 
(Edited)
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AcuRite Jennifer

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Hello Monopweather,

Do you have battery back up in the Access? What is the name brand of the batteries you are using? I can see that on the 25th from 5:50 to 6:15am there is missing data. 6:15am is when the rain reset that day. If you have batteries in the Access please try the following steps.

Unplug the Access and remove the batteries from the Access for about 2 minutes. Power down the router for about 2 minutes. Remove the Ethernet cable from the router.  After the 2 minutes power up the router. Wait for it to come back online. Once it is back online plug the Ethernet back in. Power up the Access and give it a couple of minutes. Let us know if the problem persists.
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Monopweather

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Jennifer,

Yes, I have battery backup, and the batteries are Rayovac "High Energy".  I have done the reboot procedure many times, and even purchased a new switch/router.  On Feb 25, 2018, at the same time my Access dumped the accumulated rainfall, my Smart Hub did not.  I do not believe the power or the internet went down at the time in question either.  But if it did, one would expect that the new and improved Access unit would be superior to the smart hub.   But unfortunately,  the Access is the one that dumped the rainfall.  (I have posted a picture of the 2/25/18 rainfall graph of each device as reported by myacurite.com)

Jennifer, I am tired of troubleshooting this device, and I am not asking for reimbursement, I just want it to work.  . 

Currently I have my Smart Hub transmitting to Weather Underground, and it seems to be doing so flawlessly, whereas the Access drops accumulated rainfall regularly.  For the time being, I am going to continue using my smart hub to transmit data to WU, and myacurite, and allow the Access to run along beside it, transmitting only to myacurite. 

I will be pleased to return my defective Access in exchange for a new one, in hopes that the new one would work properly.  Then you could troubleshoot my defective one once you receive it back, but I am finished trouble shooting the device.  Otherwise, I will just chalk it up to experience and continue using my Smart Hub to faithfully transmit data while my Access sputters along.  I am hopeful for me, and many others, that your firm can quickly remedy this problem that ails so many of us.  

Please let me know via email if you would be willing to swap out my Access device for a new one that might perform up to expectations. 

Thank you for your time and effort.  
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Doug

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Well my access lost my rain total Today. I see my Access dropped my rain accumulation Today.
But my Hub has it accurate. I will post both Access and Hub dashboards and the rain graph summaries here. My batteries are new as of installation last Month. Power did not go off. 
 What is up here Acurite with the new Access's ?? see data below:



  
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Doug

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PS: The Access went down at 10:41 AM CDT for 35 minutes. The Hub did not go down at all through the 35 minutes It was read every 5 minutes through the same router directly attached by both devices. So the problem is defiantly with the Access and its being read properly or reset from the server. etc. Not the router. Both have excellent  reception from the 5n1 . If anything the hub should go down from heavy rain before the Access. Thanks
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Monopweather

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Now my Access has a red bar for my 5-1 device, and shows as "offline", even though the signal strenth reads "excellent" .  The same access is reporting my temp and humidity sensor just fine.  I reset the Access, but it didn't help.  I have not changed any settings within myacurite.  To top it all off, now the rainfall is resetting on the smarthub as well.  I'll just be happy that I can see the data on the device on my desktop!
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Monopweather

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I reset, rebooted, and disconnected ethernet cables, all to no avail.  About 8 hours later, it all reconnected spontaneously.  
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Gregory DiCarlo

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Acurite has been aware of this and other problems for a couple of months now. They have yet to resolve any of the issues. The Access is junk and Acurite's techs seem to be pretty incompetent.
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Monopweather

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Acurite rolled out a software updated to the Access Hubs recently, and since that update, I have not had a reset - 2 days of rain.  It appears preliminarily that this may be fixed.   I am ELATED if this is the case, and keeping my fingers crossed too . Thank you Acurite!  You could have saved your customers and yourself a LOT of heartache if you would have said "we have a problem with the software and we are working to resolve it as quickly as possible", instead of having us do repeated reboots and checking our batteries.  But, I am thrilled that it is fixed, so THANK YOU!