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Problem 1 is something that is being worked on and will take many weeks at best to resolve per recent feedback from Acurite. This is that I never get any system alerts. This however makes it difficult for me to know if my intermittent failure listed next is only one sensor, all sensors or very infrequent. Also would tell me if even the failing sensor has gone offline and back online by itself. I have no error log !!!!
Problem 2 this is the most troubling as I need to rely on this system when I am 1200 miles away. Can be coincidence, like I said I can not tell given no system alerts are working, but one of my sensors "3A" was offline now twice while the other three were just fine. I manually caught this by looking at the dashboard. The sensor did show as RED. This happened in two completely different sensor locations. It could be that this and other sensors fail intermittently and reset without my intervention. The signals at the HUB showed sensor "3A" and two others at a signal level of 3. Then I had one sensor with a signal of 4 and that sensor was in the closest location to the HUB. I placed "3A" in this good location and swapped it with one of my other sensors. Now the sensor in question "3A" had a signal level of 4. Sensor "3A" went offline again. Both failures exceeded an hour. I unplugged the HUB waited until MyAcurite refreshed twice and then plugged the HUB back in. Two MyAcurite refreshes later, seems a refresh is every 5 minutes, all sensors were fine again. Bad sensor? Or are others sensors also failing and I just don't see it thus my frustration.
Problem 4 is that I located a sensor intentionally to achieve a signal level of 2. It took over 12 hours 2 days ago to go ORANGE and have MyAcurite show the weak signal. Then I put that sensor separated from all other sensors but close enough to have a signal level of 4. 36 hours later its still ORANGE and the sensor is working just fine. Not really a big deal as the sensor is working just fine and if I am 1200 miles away that's really what matters. STILL this is a system problem since the changeover 11JAN was very quick and accurate before that.
Hope there are answers to all of this :-(
Now A different sensor went Offline for no reason and that one is a 3 level signal at the hub. So it was just coincidence and I may be having this problem more often than I am aware.
This time I am not going to do anything to get this sensor to work. I want to see if it stays offline "forever" or it will come alive all on its own. No power Cycle.
Really too bad. I don't have that much invested but if it has these systems have offline, for no reason failures, and they need a power reset to get working unfortunately this product may not be what I need. I will report back one way or the other.
If the sensor comes back online all by itself I will have to decide if this is a product that still may be worth keeping. I will update !!!!
IUPDATE: Sensor stayed Failed for 4 hours.
After 4 hours I will not power cycle but I will pull the batteries on the three good sensors to see what happens. I want to test a theory. UPDATE: I pulled the batteries on the three good sensors. By the time I got back to my PC the failed sensor was working fine and was GREEN. Never touched anyting but taking the batteries out of the working sensors !!!!!!!!.
UPDATE: I am waiting for another failure. Then I will Reboot my Modem/Router. With Comcast I can do this remotely from anywhere from the Comcast android remote APP. This would give me a remote way to FIX. If this works maybe I can consider keeping this system not sure yet. I still have time to get a full refund.
I will Update here if I get another failure and a modem/router reboot works or not.
I am sure Aurite has my contact information so feel free to contact me if that seems helpful. However I think you can see that your sensors are interfering with themselves and mine are all at least 20 feet apart with the HUB at their center. Also My HUB is set up near the ceiling. After all I have 4 sensors and this system can go to 10 now so the opportunity for interference withing your own system is likely.
I can not tell what your system architecture is. The criterio for setting a sensor offline for example nor if this ERROR is set at the HUB or at MyAcurite I assume its the latter. Now I know once a sensor meets the failed criterion you do not want that sensor to easily go back on-line to avoid too many Alerts. I have to guess that the criterion is maybe "how intermittent is the data stream" an indicator of noise. If a user could go into MyAcurite and manually clear this error and stop it from persisting when they know the sensor should be OK and they can see if it fails again would be useful (workaround for now). Alternative is just on the first detected failure don't take it offline, waits a period of time and then start the detection algorithm again. If the sensor is truly failed it will fail quickly again then keep it offline. If OK for say an hour then consider the sensor fine. Obviously there could just be a "tweak" needed to your offline and put back online algorithm.
I do not know if the "battery out" offline detection and the "noisy sensor" offline criterion trigger use the same algorithm. Obviously no batteries is 100% lost data so ideal case for a "noise" driven algorithm. I decided to test this so will pass this on:
Batteries out. Time stamp stopped updating on next MyAcurite refresh. 25 minutes later the sensor went RED and was offline.
Batteries in. Time stamp updated on next MyAcurite refresh. 17 minutes later the sensor went Green and was back online.
This Battery test (no signal at all) seems reasonable. Additional testing done shows that the no battery offline condition appears to be handled just fine rebooting HUB or Router/modem this is good.
I understand my issue of having to be able to get things working from a remote location may only be a small part of your customer base. Its for those with Primary or Vacation home protection that really need this as we can be thousands of miles away for extended periods of time. I am glad I am seeing posts that the WU issue may be resolved.
The sensor remaining YELLOW
What is Critical is the random sensor going offline even though it appears to be working just fine Locally. This sensor remains offline and requires a power cycling of the HUB to correct. THIS IS a killer for me. As an engineer this problem would make me uneasy about my system reliability which is key for all. Fixing a sensor failure issue by taking the batteries out of all the working sensors ???? This is a system reliability issue for sure. I have to assume the need for features, ease of use and system reliability was the key driver for the migration to MyAcurite.
Can I please get some feedback on this issue. I doubt its the sensors or the HUB so either there is an algorithm or automatic reset function that is not working or the system needs a "user initiated reset" of some kind.
I understand that not all conversations should happen in a forum and that is fine just e-mail me. Lots of issue resolution happens one on one with customers. I want to keep this system but have to return soon to get a refund but I guess that is my problem. I want your company to have a solid reliable product benefits me, other customers and Acurite.
SO MY biggest issue is these random sensor failures that do not self reset that are problematic and require a power reset to fix.
I have now set up an old PC I have that is displaying the MyAcurite Dashboard and I set it up to save a screen shot every 15 minutes, my wife's idea :-). With this I can see if I get alot of sensor offline failures that do correct themselves. Hopefully they are not too frequent. But there needs to be a fix for the persistent failures that can not be fixed remotely.
Not sure yet if this system is worth the risk of keeping I can still get a refund. I got myself an additional week to decide as my point of purchase vendor extended my required return date.
Hopefully I will get feedback on the sensors failures that did persist. Hopefully they will tell me they found the problem and it can be fixed. Certainly a remote "reboot" capability or remote "reset" would solve this and probably many other customer issues. Even my Modem/router has a remote reboot function through Comcast APP.
We are sorry for the delay in response. Are you able to turn the lights off for a few days on your smartHUB by pressing the register/activate button for about 10 seconds. Keep them off for a few days, and let us know if your signal strength changes at all. Thank you.
I numbered the questions so it will be easier and made them YES/NO questions so you can answer quickly thanks :-)
Question 1: If I press for the 10 seconds and the Blue lights go out do I leave the system in that state and running normally?
Question 2: Will the lights go out while holding the button or do I just try 10 seconds and release?
Question 3: If it does not work the first time do I just repeat?
Question 4: If I am supposed to leave it running should I expect MyAcurite to operate?
Note: I have a PC set-up and it takes and logs a screen shot of the Dashboard every 10 minutes so if my Accurite stays running I will know if and when the Yellow changes to Green. I can also tell if the state changes often between YELLOW and GREEN if that should happen.
When you say " Keep them off for a few days, and let us know if your signal strength changes at all"
Question 5: Are you referring to the signal strength as shown by the 4 bars when I mouse over the yellow sensor?
State for the last few days I have 3 Green (are 3 and 4 level signals) and 1 yellow. The yellow is a 3 in the HUB so it could be a "weak 3" and remains Yellow. I did however move that sensor a few days ago and kept its signal at 4 for over 24 hours and it stayed yellow?
Question 6: Should I move thw yellow sensor so it has a solidy strong signal?
Question 7 : Hope the long delay issues are being looked into are they?
Question 8: Hope the System Alert feature is being fixed, is this fix still weeks out?
Also FYI I have not had a random failure now for 3 days so there is hope on this I guess.
I proceeded see above for the corresponding questions.
Q1 Blue lights OFF I left system running as is.
Q2 All set Blue lights are OFF Amber Ethernet Fashing.
Q3 Worked first time
Q4 Seems like MyAcurite still updating the Time stamps are changing for the sensors.
Q5 ??? Is this YES or is it something Else I need to look at. I have my screenshot every 10 min program running with MyAcurite displayed.I can only log one sensors h
"hiiden data with the signal so I am logging the one stuck on Yellow its still a solid 3 as best I can tell.
Q6 I left all sensors where they are so for now the only change is BLUE lights off.This way we only have a single change so better for a DEBUG situation.
Q7 ??? Please is this YES or NO
Q8 ??? Please is this YES or NO
Sorry it took me so long to realize the obvious.
Hope I did what you asked/need. Now I think I understand the Rational for this test. Clever. Also test was started 5:38pm here in New England.
Also could you please help this person. I tried and it looks like everything at this persons end looks fine. I was on until Midnight with them. I had them delete the HUB and try to claim it as my assesment was that she needed to do this. They can not reclaim so they need your help:
For the record I did post a sceptical comment here that I decided to delete. Even I loose confidence and patience after hours and nothing happened. OK now lets move on. Sorry :-(
Status Update as the one sensor that has sustained YELLOW for Days did turn GREEN.
The only change as I noted was that I pushed the Button and turned off the BLUE lights. Put the HUB back in its spot. Nothing else was touched.
I checked the PC logging the screenshots at about Midnight and saw that all sensors were GREEN. I went back through the screenshots and here is what I saw:
I started the test at 5:38pm Thursday.
At between 10:28pm and 10:36pm The sensor "Master Bedroom" changed from YELLOW TO GREEN .Its signal strength was in fact still 3 and labeled the signal as strong. All sensor remained GREEN until my last observation at 12:19am. OK I WAS surprised :-) .
At 12:19pm I looked at the status of all and all showed GREEN:
Sensor In MyAcurite In HUB
Family Room 3 Bars - Strong 3
Living Room 4 Bas - Excellent 4
Matt Room 4 Bars - Excellent 4 This sensor tends to toggle between 3 and 4 all the time. Note below its stuck on 4 bars so possible its strength is closer to a 4 than a 3 and thus why the Excellent is persisting.
Master Bedroom 3 Bars - Strong 3 This one was YELLOW for Days at a 3 signal.
System continues to run same state and I am capturing screenshots. Given my HUB strengths will remain either 3 or 4 I do not expect to see any changes to YELLOW. I will report if I capture any changes.
After typing all this it was 12:47pm. All remained the same as above in MyAcurite except "Matt Room" was now 3 in the HUB . UPDATE Friday 6:53am "Matt Room" remains 3 bars in the HUB but is still 4Bars and Excellent in MyAcurite. I also forgot to state this. When the "Matt Room" sensor turnrd YELLOW I did have that sensor intentionally located to give a steady level 2 strength in the HUB but that was 4 Days ago. I then Moved it Back where it remains and toggles 3/4.
I can if you want locate one of the sensors of your choice to a location where I get a 2 level signal or even get a solid level 1 to be sure it should be YELLOW.to see if it turns YELLOW at some point. SHOULD I DO THIS? A thought maybe it would be better to remove the batteries on the other three sensors and eliminate interfearence and data rate the HUB needs to process. Maybe "Matt Room" will work better.
I will do what the AcuRite team wants. You can reach me with e-mail if that would help. If I know who it comes from I will give you my "real name". You can see then I am no lightweight in R&D. Guess I miss the action but like being retired :-)
Seems to be working the same with the BLUE lights OFF I just need to know when I should turn them back on. I doubt this is improving anything anyway.
FYI: MyAcurite only updates my Data every 3min 14 seconds to 4 minutes 5 seconds.
BLUE lights are still intentionally OFF as requested.
1. Friday, Saturday and Sunday I moved my “Living Room Sensor” around to get signal level changes ID #12936. Results follow.
2. At 5:16pm Friday 27JAN Moved “Living Room” sensor to a Signal 2 level location. Note I also had another sensor stating excellent signal but was a solid 3 level “Matt Room”.
3. Between 12:00am and 5:30am Sunday 29JAN Both sensor states did update so system can interpret and report correct status The data must get to the server in a usable form ,took about 36 hours though to update.
a. “Matt room” went from Excellent to Strong and showed 3 bars so it matched the HUB and did stay Green.
b. “Living Room” went from Green to yellow and showed 2 bars so it matched the HUB.
4. At 5:30am Sunday 29JAN I moved “Living Room” Back to its location where it has a HUB signal level of 4 .
5. Will see what happens. Monday 6:00am 30JAN “Living Room” Still Yellow and still shows 2 bars and still has a HUB signal of 4 (over 24hrs and still wrong).
My thoughts and comments:
· I am sure the R&D is looking at the problem this way if not here is my educated guess (SWAG).
o All the data that you see when you mouse over that needs no algorithm or calculation (Time stamp, Sensor name and possibly battery status) will update immediately. Process through prety much real time.
o The temperature updates quite well but that too needs at most a simple moving average. And that is passed off to the custom alert part of the system and that works fine. Process through almost real time.
o The System alerts, power bar indicator, and button color I have to assume has the data go through a Set of algorithms that are tricky so that Alerts are not triggered improperly and I bet the sensor power and color are part of the same server SW and routing. I do not think the two problems are unrelated. Thus the “bottleneck/ Delay” is in this area of the system. Guess that wherever this data goes gets grossly delayed and is not real time. FIFO stacks may be filling at a high data rate but are only "looked at" infrequently so it gets grossly out of sync with real time but the data is there. The data Queue is filling fats but processed slow. This is just one way this kind of problem can happen. It can also be server specific or is a server to server issue. This can afect some account different than other accounts. Since this data classificaton is status related and not a direct effect on the data maybe the data stacks need more frequent clearing. Kinda acts like the equivalent of a memory leak. Maybe the equivalent of a "memory/queue garbage collector" is needed.
· Assuming R&D is looking at my account as it is a consistent issue for sensor power status and that no system alerts work making my account/system a perfect system for debug. I would be glad to set up an emulator feed through my router if the R&D wants to send me something. The emulator can be a modified sensor that changes its sent information periodically, Like battery staus. The emulator can also be a “fake” HUB that can change signal levels etc periodically or on demand by a developer or ME flipping switches to change configuration (hardware or SW/Data stream). Be glad to help.
· Does not seem like the problems are my HUB but possible there is a systemic HUB issue. I am banking on things getting fixed and decided to keep this system and hope I will not have to replace it with something else. Worst case is I will use this system for secondary monitoring and get a different Primary system.
· I have two other areas to monitor. Basement water and one more room temperature but I will wait on further investment. I am still concerned that the more sensors I load this HUB with the more failures I will have.
· Regardless I will just have to wait and see.
· Feedback on status appreciated. As things are fixed I would like to know.
· Beyond that I probably will not be posting much anymore unless I see new issues. I will also stop trying to help others during support dead time (late Friday through early Monday) this needs to be addressed it’s not fair or acceptable to customers. I tried to help some posters by giving some guidance but my effort may be hurting not helping anyway.
It appears to me that you and I, and most likely many other people, are encountering this same issue with the faulty signal strengths and lack of alerts since the shutdown of services on January 11, 2017. Since that date I have done the same testing that you were asked to do by AcuRite and have had the same results as you did. I have had sensors that drop from an Excellent signal to a Poor signal for no reason at all I have also experienced the lack of a signal strength update for up to 24 hours. In spite of what AcuRite might be thinking this problem persist whether the lights on the hub are turned on or off.
I am frustrated because the AcuRite people that answer the customers questions are very hesitant to admit many of the problems that their customers are experiencing with MyAcuRite such as the signal strength, system alert and real feel temperature issues that we are experiencing.
I do understand that they have been concentrating on the rainfall reset issue, which has been ongoing since the migration, however I do not understand why they are having so much of a delay in fixing the sensor strength and lack of system alerts that were created with their attempted fix on January 11.
Since it is very obvious that the January 11 update did very little to fix the rainfall resets, but did create problems with the sensor strength and system alerts it seems to me that it would be easy to undo the changes that were made on that date that created these issues.
I agree with you that there should be some support from the AcuRite staff to respond to the issues that their customers on the weekends since this is the only time that many people have to try to get their AcuRite products to work as advertised!
I am very disappointed in AcuRite's seemingly lack of support for their customers, delays in fixing the problems that their customers encounter and the misinformation that is posted by AcuRite employees because they do not want to admit that there is multiple issues with MyAcuRite and other products.
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