how to read dashboard

[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:

1. Uninstall the software from the windows control panel (Echo Network Service)
2. Go to the dashboard of agent 129301
3. Choose "Manage" menu
4. 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

[dberges]

@SBK
windows 10 enterprise, version 21H2
OS build 19044.1826
windows feature experience pack 120.2212.4180.0
if you need something more, tell me where to find it.

[dberges]

So it's been running successfully for 4 or 5 days. internet still drops 2 or 3 times a day that we notice. Ping show them i think, but none of the other charts do. i realized yesterday that i had it set on 3 minutes+ so i changed it to 1+, but still didn't show this morning's 2 minute outages. And the ping chart only shows 4 hours, so i really don't have much to show my ISP. any ideas?

[OutagesIO_Support]

SBK is not here this week so I'll try to help. Can you share the exact agent ID and can be sure to not delete it, uninstall it, stop the service, nothing, just let it run so we can see what's going on.

From what SBK saw, it appears your connection is suffering signal level issues which is why you're not seeing outages. The two are different problems but still means a problem with this connection.

Anyhow, once you share the ID, I'll take another look.