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SBK

About the Docsis Gateway I need to be sure I get this right so let's start with some assumptions...

If I look at the TraceRoute you executed while you were connected to the network that is having outages I can see the following:

the agent has an IP belonging to the 192.168.4.x network (I can see 192.168.4.83)
which is confirmed by the first hop which is the agent's gateway i.e. 192.168.4.1
but you are telling me that the Docsis Gateway is very probably your router which is the next hop i.e. 192.168.1.1

So I am assuming that either you are using a virtual PC or the router has been configured to isolate the LAN network: again these are assumptions since I have no idea how really is your configuration.

No matter what I just said I can say now that very probably your provider is at your 4 hop where the address 10.240.168.185 shows up and that is exactly the IP that is mainly having outages together with some other after that one.

If that is the case then I can override the automatic discovery made by the agent so it can consider the correct network from that IP on (would do that anyway after the previous post where i suggest to reinstall the software).

If my assumptions are correct, I can see some relationship between the outages you are mentioning and the ones discovered by the agent but let me repeat myself: some disconnections could be absolutely NOT related to the so called IP outages.

dberges

deleted the agent, but can't figure out how to uninstall the software. what's it's name? i tried outages, nutpile, io, etc

dberges

not sure what a "virtual pc" is. i'm using two Dell laptops over wifi. another outage at 11:53 for about 3 minutes before i deleted agent. showed a hi spike on the ping chart, but that's all. sure appreciate your patience!!

SBK

@dberges
Look for the Echo networks service in your installed programs.

SBK

@dberges
But you deleted the agent that was active?

dberges

yes. only one was active, on old computer. deleted it. new computer shows 2 deactivated and so does old computer. if there's software i downloaded it, i can't find to uninstall. need the name.

SBK

@dberges

As mentioned earlier...
Echo Networks Service

but I do see that the two agents you left are referred to the same hardware.

It is not clear to me what you are trying to do at this point: please let me understand

dberges

@SBK
ok, i uninstalled/reinstalled software and opened a new agent i think. had an outage sunday afternoon that shows as a gap on the ping chart, but not registered otherwise. do you or i need to do something about the excess hops?

SBK

@dberges

I see you removed all the agents now...
... and created a new one :-)

SBK

@dberges

I would strongly suggest you to leave that PC up and running for some time so we can see what it is capable of
Meanwhile I will override the hops assignment as I mentioned in an earlier post

dberges

@SBK but see all the gaps in the ping chart? i think those are all 1-3 minute outages - that's my problem. not showing up on the outages chart though.
i will leave it up now, no travel planned.

SBK

@dberges

Right what you see in the pings is when the agent is unable to communicate with our servers but not necessary they are IP outages.

Will go thru in these days, lets accumulate a reasonable amount of data

dberges

this morning i noticed that the agent was disabled. said it came on at 3am and went off at 5am. couldn't figure out why or how to reengage it, so i deleted and reloaded another one.

SBK

@dberges

Sorry Dave, but I need to understand exactly what happened

There is no such thing like agent disabled could be either inactive or disconnected can you confirm which one of the two was?

When you said you deleted and reloaded another one, what exactly did you do since I still see the same agent with the same version

One last thing: if the agent behaves strangely I prefer you leave the installation as it is so i can troubleshoot from here otherwise I cannot help

dberges

ok, sorry. i just saw it said "disconnected" when i checked it this morning. Whatever happened, just happened again. Internet was out for about 5 minutes around 4pm. agent on the dashboard was yellow and said "inactive" or something like that. Then it switched to disconnected (red) now. I'll leave it alone for you

SBK

@dberges

Nothing to be sorry Dave, just trying to understand if you are having a specific issue or the last version we released has a bug :-(

SBK

@dberges

Dave,

I need to ask you to try again with a previous version

Please follow these steps:

Uninstall the software from the windows control panel (Echo Network Service)
Go to the dashboard of agent 129301
Choose "Manage" menu
Press "reinstall/update" button and...
...follow the instructions, which will guide you to download an older version of the software

Use this new file you are going to download and NOT the version you already have downloaded in these days

Then let's check together where we are and if this problem is still happening

dberges

disconnected again. i didn't do anything - promise!

SBK

@dberges

"promise!" :-)

I can see you did the installation and i can see that the agent went disconnected

I only ask you that you leave that PC up and running as it is now no matter what the dashboard says without trying to restart services or otherwise

ok ??

SBK

@dberges

If possible please mention here which exact Windows version and what level of patch it has

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how to read dashboard