Agents is running but not reporting

[OutagesIO_Support]

Hi again,

Just wanted you to know that this is something we are still working on. Because it's so random, it's been extremely time consuming trying to nail it down.

I'll post an update once we solve the problem and at that point, it should work on your servers.

[lp4y]

Ok, thanks for the update.

[OutagesIO_Support]

As yet another update. We thought we had this fixed so applied the new code and let it run for almost a week and it died again. Still trying to understand what is causing this and have not found the lead.

This is partly why agent updates and releases can sometimes take quite a while as we have to run them for weeks to make sure we can find and squash bugs. This one is quite elusive but once we solve it, it'll be good to go.

[lp4y]

Thanks for the heads up.

[lp4y]

Any update ? Have you been able to identify the problem ?

[OutagesIO_Support]

Hi, Every time we let it run, it seems to crash about a week later so it's taking a very long time to isolate what is causing this.

Not only is this a long wait for you but it's been a long one for us also as we have a number of updates and improvements in the new release that we can't put online until we find the cause.

[lp4y]

Ok :) Good luck with the troubleshooting.

[OutagesIO_Support]

We seem to have a stable version now and may release it as test candidate in the next week or so. We have been running it on different PCs including a 2016 server and so far so good, no crashes.

[OutagesIO_Support]

If you are open to trying this alpha version, you are welcome to.
You just have to manually install it since we don't have an installer for it yet.
I can walk you through that.

[OutagesIO_Support]

@lp4y

Hi, are you willing to test our fix to see if it works for you also?

[lp4y]

Hello. What are the steps involved to install it ?

[OutagesIO_Support]

OK, please follow these steps to install the binary which you can download here temporarily.

https://downloads.outagesio.com/tmp/OtmWinClient.zip

1. Stop the EchoNetworks OTM service.

2. Replace 'OtmWinClient.exe' in 'C:\Program Files\Echo Networks Service' with this binary. Overwrite it.

3. Restart the service and let's see what happens.

[lp4y]

@OutagesIO_Support said in Agents is running but not reporting:

OtmWinClient.exe

The service is not able to restart after I replaced OtmWinClient.exe. Had to fail back to the original .exe.

[OutagesIO_Support]

I wonder if the file got broken in transfer.
Here it is again.
https://downloads.outagesio.com/otm/OtmWinClient.exe-V1.73.zip

After the unzip, rename it to OtmWinClient.exe
It's odd that it doesn't work for you. Three of us have tested this exact method on win 7,8 and 2016.

Maybe there is something in the log that shows up?

[lp4y]

Is is possible to upgrade an existing installation without having to uninstall / reinstall and entering the keys ?

[OutagesIO_Support]

@lp4y said in Agents is running but not reporting:

Is is possible to upgrade an existing installation without having to uninstall / reinstall and entering the keys ?

Only in the way that was suggested for testing this version otherwise, it must be the key process. The keys are needed to ensure that the agent is assigned to the correct account.

[OutagesIO_Support]

BTW, what I mean is that if you simply download the current package, you won't get the test version I'm sharing above as it's not packaged. That's why you have to take the steps mentioned so you can test it to see if it finally runs on your machines.

So far, it's been running non stop on our 2016 test server for weeks.

[lp4y]

There is a problem with this link https://downloads.outagesio.com/otm/OtmWinClient.exe-V1.73.zip, it's a .2203 extension file inside.........

[OutagesIO_Support]

Yes, just rename the file to exactly what you see in the directory as mentioned above in the steps.

[lp4y]

Just tried that, it doesn't work. The service get stuck on "Starting". I did that on a fresh install of Windows Server and Client v1.69. And I can't find any logs.