Trouble doing a replace with new ACCESS

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  • Problem
  • Updated 4 months ago
Received my new Access on Friday. Installed it in place of my old Hub. It is connected to my router. Light on new Access is solid blue. I can bring up the device web page and it says it's connected to the Accurite servers and my 5-in-1 sensor. When I open MyAccurite and click on "replace" next to my old hub and then type in the Access Device ID it says it's not reporting? Waited over an hour after it is connected and still same problem. Reconnected my old Hub and everything is fine. Anybody have any ideas? Guess I'll wait till Monday, reconnect the Access and call Accurite support.
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Mark Wagner

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Posted 5 months ago

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Mark Wagner

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Was on the phone with level 2 tech support several times today. They are working with the product folks to try to resolve the issue. No resolution as of yet but the folks I am now talking to seem very good. Will keep you posted.
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AcuRite Rachell, Employee

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Hello Mark, I am glad that we can give you support in this matter.  Please, don't hesitate to reach out if there is anything else we can do.
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Mark Wagner

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Latest update - They have not been able to solve the problem. They have requested that I return the unit so they can do "additional in house testing". Of course they won't send out a replacement till they do their testing. I have already received the RMA label and I will send the unit out tomorrow. I will keep this thread posted with any updates.
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AcuRite Rachell, Employee

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Hello Mark,
We are very sorry for any inconvenience experienced. We will get this issue resolved for you. Thank you.
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Mark Wagner

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Thank you for the reply. The returned unit was delivered to your location today according to Fedex. 
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AcuRite Rachell, Employee

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Hello Mark,
I can see we are in the process of testing your equipment. You will be updated at the email address used for your RMA with more information once we have more information to provide. Thank you.
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Mark Wagner

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Their is currently no resolution but AcuRite tech support is actively working to resolve the problem. I will keep the thread updated.
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Brian

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I am having the same problem, is there any resolution on this?
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Brian

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Hi Jennifer,

Yes I am having an issue.  The lights on the access blink when I first power up or connect and then go solid blue.  I did put batteries in, they were Energizer alkaline batteries.  I am plugged into a Vonage box that is plugged into an Apple router (my smarthub is connected the same way and works fine).  My ISP is Blue Ridge Cable and I have broadband internet.

Thanks,
Brian
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Mark Wagner

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Brian, Blue Ridge Cable uses PTD (PennTeleData) for their internet service. It is the same as my cable co. PTD blocks incoming communication on port 443. When discussing this problem with AcuRite you need to tell them that your ISP is PTD and that your ISP blocks incoming traffic on port 443. It will help them in identifying and, hopefully, resolving the problem.
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Brian

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Thanks Mark.  Jennifer, I assume you are seeing Mark's response.
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AcuRite Rachell, Employee

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Hello Brian,
We do see the information that Mark provided, and appreciate the feedback.  We are still investigating on our end and will provide updates when available.
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Mark Wagner

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Brian, I’m consolidating all the discussion concerning this issue in the following thread. Please follow along there for any future updates. Thanks.

https://support.acurite.com/acurite/t...