Information and Support

Posts

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  Yellow Box, off network after firmware update
  O OutagesIO_Support

  I'll try now.

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  O OutagesIO_Support

  If you are still able to reach the Internet from the same location, then it seems like there is something blocking the agent or preventing it from communicating with our servers.

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  O OutagesIO_Support

  We're watching it. We have to get into chat if you'll give us remote access, we can't post that info in public.

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  O OutagesIO_Support

  I'm not following what you mean by the browser reports site cannot be reached?
  There is no site or anything to reach on the agent. There is only the emergency thing that we did in chat.

  You do not need to restart the agent if it show Inactive. It means it was not able to reach our servers.

  Can you give us remote access to the agent? You would simply put a port forward to the agent in your firewall for us to reach it.

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  O OutagesIO_Support

  Ok, I'll go chat you right now.

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  O OutagesIO_Support

  We need to plan a date/time to meet in chat here in the forums.
  You need to have a PC/laptop that is Internet connected where you can also change the network IP temporarily.

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  O OutagesIO_Support

  There is no factory reset but there is something else we can try if you're wanting to.
  You'll need a PC/laptop that you can change the local IP to 192.168.1.2 and you'd need to download a file before changing the IP. Then you would put the agent into a receive mode where you can upload the file and that would reset the agent.

  However, we would need to be in chat while doing this so that we can know what is happening and guide you.

  All of the above said, the fact that the agent is not picking up an IP, makes it lower level than most problems which means the best option might be to send it back so we can find out what's going on, get it back to normal then send it back to you.

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  S SBK

  Give some time since if the agent is not even able to get its IP then we must see which solution will work better

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  S SBK

  Which is correct but you are also saying that the agent is no even getting an IP...
  Kind of weird

  OutagesIO features, agent or service questions support hardware agent disconnected

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  Yellow Box, off network after firmware update
  S SBK

  Which port the Ethernet cable is connected into?

  OutagesIO features, agent or service questions support hardware agent disconnected