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Monitor your Internet service and provider

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  5. Agents is running but not reporting
Automatically monitor your Internet service and provider with alerts to problems
Track Internet disconnections, provider outages with historical data, and automated speed testing.
For Windows, Linux, ARM64, ARMa7. Learn more by visiting www.outagesio.com
Notice: If you created an account on app.outagesio.com, simply use the same credentials to log in here.

Agents is running but not reporting

Scheduled Pinned Locked Moved Windows
agentwindowsreports
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  • L Offline
    L Offline
    lp4y
    wrote on last edited by
    #94

    I've updated most of my servers to v1.76 and I think the agent is not crashing anymore. Thank you for fixing it.

    Simple curiosity, what was causing the problem ?

    SBKS 1 Reply Last reply
    0
    • L lp4y

      I've updated most of my servers to v1.76 and I think the agent is not crashing anymore. Thank you for fixing it.

      Simple curiosity, what was causing the problem ?

      SBKS Offline
      SBKS Offline
      SBK
      wrote on last edited by SBK
      #95

      @lp4y
      Mainly there was a bug happening in a section of the logic that was generating a cascade effect.
      So it appeared to be related to Windows Server version but it could have happened in other context too.
      Thx for you patience that allowed the devs to debug it!

      We really need these kind of feedback

      Ed (K.)
      Development Team

      1 Reply Last reply
      0
      • OutagesIO_SupportO Offline
        OutagesIO_SupportO Offline
        OutagesIO_Support
        wrote on last edited by
        #96

        Happy that you stuck with us to this point.

        Can you let us know how things go once you feel the agents are working as expected. As SBK mentioned, feedback is highly important to us and helps to improve where ever we can.

        Regards,
        OutagesIO Support

        Search engines favor deep pockets making it difficult to find services like OutagesIO.
        To help us, you could leave a Google review, or share your reports in forums, or social media.
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        L 2 Replies Last reply
        0
        • OutagesIO_SupportO OutagesIO_Support

          Happy that you stuck with us to this point.

          Can you let us know how things go once you feel the agents are working as expected. As SBK mentioned, feedback is highly important to us and helps to improve where ever we can.

          L Offline
          L Offline
          lp4y
          wrote on last edited by
          #97

          To give you more context, I work a for a non-profit and I have ~25 computer labs to supervise (one computer lab = 1 server + 15 to 25 thin clients). I install the agent on each server.

          Your tool is useful for me to get an idea if

          • the internet connection is stable or not (because I can see the last 50 outages and for how long they went)
          • if problems are coming from the LAN or the WAN

          and all of that for free, which is nice :)

          1 Reply Last reply
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          • OutagesIO_SupportO OutagesIO_Support

            Happy that you stuck with us to this point.

            Can you let us know how things go once you feel the agents are working as expected. As SBK mentioned, feedback is highly important to us and helps to improve where ever we can.

            L Offline
            L Offline
            lp4y
            wrote on last edited by
            #98

            Hello.

            I have updated all my agents to v1.76 but today I noticed some agents are still not working. E.g. agent 129005 is reported disconnected from the portal :

            1c0c1d16-527e-4950-b2f9-1c5c8ca933a3-image.png

            but the agent is actually running on the server :

            c11d0d29-9c1e-47df-aba9-936bbde2fc9b-image.png

            905550ae-52ad-435f-81bf-1fe1db1ba899-image.png

            and ping from this agent to your server is also working :

            5277839d-9b9a-4001-a1c9-c7e49367e5cf-image.png

            I can't see any error in Windows logs.

            Restarting the service brought the connection back with your portal.

            I have this problem on couple of servers running Windows Server 2016 and also on a PC Running Windows 10 (21H2).

            Any idea ?

            1 Reply Last reply
            0
            • OutagesIO_SupportO Offline
              OutagesIO_SupportO Offline
              OutagesIO_Support
              wrote on last edited by OutagesIO_Support
              #99

              I'll pass this on to our windows dev. It's sad to see this since we spent months trying to find the problem so this is a bit confusing.

              Since you don't see anything in the logs, then we need to look at our end to see when the agent(s) stops communicating to see if there is a pattern. Can you provide all the agent IDs involved so we can do that.

              The agent is supposed to auto restart every 24hrs so it's possible something is preventing it from doing that and maybe it ends up crashing in memory.

              Maybe the solution is to auto restart the service daily. Is that something you could try?

              We will look at our end to see if it's going offline around the time it's supposed to restart.

              Question
              We see 30 agents installed but most of those are always disconnected status.

              You mentioned these are all Windows 2016 servers so are some of those turned off at night or something or are they supposed to be running 24/7?

              I ask because looking into this, we cannot know which servers are supposed to be (or are) left on 24/7.

              Regards,
              OutagesIO Support

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              L 1 Reply Last reply
              0
              • OutagesIO_SupportO OutagesIO_Support

                I'll pass this on to our windows dev. It's sad to see this since we spent months trying to find the problem so this is a bit confusing.

                Since you don't see anything in the logs, then we need to look at our end to see when the agent(s) stops communicating to see if there is a pattern. Can you provide all the agent IDs involved so we can do that.

                The agent is supposed to auto restart every 24hrs so it's possible something is preventing it from doing that and maybe it ends up crashing in memory.

                Maybe the solution is to auto restart the service daily. Is that something you could try?

                We will look at our end to see if it's going offline around the time it's supposed to restart.

                Question
                We see 30 agents installed but most of those are always disconnected status.

                You mentioned these are all Windows 2016 servers so are some of those turned off at night or something or are they supposed to be running 24/7?

                I ask because looking into this, we cannot know which servers are supposed to be (or are) left on 24/7.

                L Offline
                L Offline
                lp4y
                wrote on last edited by
                #100

                I don't know which agents are involved and I guess it's happening on all of them.

                The servers are only on during daytime as they are used for computer labs. They sometimes stay powered on during the night if the students forget to turn them off when they leave the training center.

                There is no point of configuring a daily auto-restart as most of the servers are shutdown at night. And some agents which have been up for less than 24hours are reported disconnected.

                E.g..at the time of writing this message (11:55am IST time), agent 129006 has been up for 21 hours and is reported disconnected.

                7387c124-6f53-402d-aeeb-1694e911895e-image.png

                1 Reply Last reply
                0
                • OutagesIO_SupportO Offline
                  OutagesIO_SupportO Offline
                  OutagesIO_Support
                  wrote on last edited by
                  #101

                  I asked the Windows dev and he says it's not possible that the agent is not logging what it's doing. Perhaps you're not looking in the right place?

                  Also, you mention that most of the machines are offline but you said you guess it's happening to all of them.

                  The problem with that is that it makes it much harder for us to know where to search for problems :).

                  We absolutely want to see this working for you and right now, you've told us the new version may not be working after we've spent many months testing so this comment makes us quite nervous.

                  Is there any way you can confirm how many might be having problems? There should be something in the logs if you could take a deeper look. I think it would be in the application log.

                  Regards,
                  OutagesIO Support

                  Search engines favor deep pockets making it difficult to find services like OutagesIO.
                  To help us, you could leave a Google review, or share your reports in forums, or social media.
                  You could mention us in articles, and perhaps someone would review us.
                  We count on satisfied members spreading the word!

                  L 1 Reply Last reply
                  0
                  • OutagesIO_SupportO OutagesIO_Support

                    I asked the Windows dev and he says it's not possible that the agent is not logging what it's doing. Perhaps you're not looking in the right place?

                    Also, you mention that most of the machines are offline but you said you guess it's happening to all of them.

                    The problem with that is that it makes it much harder for us to know where to search for problems :).

                    We absolutely want to see this working for you and right now, you've told us the new version may not be working after we've spent many months testing so this comment makes us quite nervous.

                    Is there any way you can confirm how many might be having problems? There should be something in the logs if you could take a deeper look. I think it would be in the application log.

                    L Offline
                    L Offline
                    lp4y
                    wrote on last edited by
                    #102

                    I found out that the agents were not working by comparing how many agents are running on your portal and my RMM tool. As it is a manual comparison, I can't determine which agents have this problem exactly, but it seems to be random.

                    You need to point me where exactly to log for the logs. I've looked in the Windows application logs and couldn't see anything.

                    1 Reply Last reply
                    0
                    • OutagesIO_SupportO Offline
                      OutagesIO_SupportO Offline
                      OutagesIO_Support
                      wrote on last edited by
                      #103

                      Hi,

                      Yes, it's the application log. If you're not seeing anything being logged about the agent, maybe that's a lead to something else. We have never seen it not log.

                      As for random, not trying to get out of this as we'd love to solve it but it's not enough information to know what's going on.

                      Random, no logs, really not sure how to help.

                      Regards,
                      OutagesIO Support

                      Search engines favor deep pockets making it difficult to find services like OutagesIO.
                      To help us, you could leave a Google review, or share your reports in forums, or social media.
                      You could mention us in articles, and perhaps someone would review us.
                      We count on satisfied members spreading the word!

                      L 1 Reply Last reply
                      0
                      • OutagesIO_SupportO OutagesIO_Support

                        Hi,

                        Yes, it's the application log. If you're not seeing anything being logged about the agent, maybe that's a lead to something else. We have never seen it not log.

                        As for random, not trying to get out of this as we'd love to solve it but it's not enough information to know what's going on.

                        Random, no logs, really not sure how to help.

                        L Offline
                        L Offline
                        lp4y
                        wrote on last edited by
                        #104

                        Yes I understand it's difficult for you to troubleshoot.

                        I can already confirm to you that these agents are running into this problem :

                        129390
                        129006
                        129247
                        129417
                        129793

                        I'm willing to do more troubleshooting but I have no clue what to do.

                        All I can tell is the agent is running, the communication to your servers is working but it's reported disconnected on the portal.

                        OutagesIO_SupportO L 2 Replies Last reply
                        0
                        • L lp4y

                          Yes I understand it's difficult for you to troubleshoot.

                          I can already confirm to you that these agents are running into this problem :

                          129390
                          129006
                          129247
                          129417
                          129793

                          I'm willing to do more troubleshooting but I have no clue what to do.

                          All I can tell is the agent is running, the communication to your servers is working but it's reported disconnected on the portal.

                          OutagesIO_SupportO Offline
                          OutagesIO_SupportO Offline
                          OutagesIO_Support
                          wrote on last edited by OutagesIO_Support
                          #105

                          We'll try to see if we can spot anything useful using those agents next week. In the meantime, if you can keep an eye on the app logs and see if you can find us any logging, that's what we really need.

                          There is one more thing. we could give you a special version of the agent that you could install on some of the machines you've confirmed are doing this.

                          The agent logs to a file so any problems would be logged even if it's not in the Windows app logs for some reason.

                          Regards,
                          OutagesIO Support

                          Search engines favor deep pockets making it difficult to find services like OutagesIO.
                          To help us, you could leave a Google review, or share your reports in forums, or social media.
                          You could mention us in articles, and perhaps someone would review us.
                          We count on satisfied members spreading the word!

                          L 1 Reply Last reply
                          0
                          • OutagesIO_SupportO OutagesIO_Support

                            We'll try to see if we can spot anything useful using those agents next week. In the meantime, if you can keep an eye on the app logs and see if you can find us any logging, that's what we really need.

                            There is one more thing. we could give you a special version of the agent that you could install on some of the machines you've confirmed are doing this.

                            The agent logs to a file so any problems would be logged even if it's not in the Windows app logs for some reason.

                            L Offline
                            L Offline
                            lp4y
                            wrote on last edited by lp4y
                            #106

                            Yes I think giving me a agent with verbose logs enabled is a good idea, I can deploy that on a few servers.

                            SBKS 1 Reply Last reply
                            0
                            • L lp4y

                              Yes I understand it's difficult for you to troubleshoot.

                              I can already confirm to you that these agents are running into this problem :

                              129390
                              129006
                              129247
                              129417
                              129793

                              I'm willing to do more troubleshooting but I have no clue what to do.

                              All I can tell is the agent is running, the communication to your servers is working but it's reported disconnected on the portal.

                              L Offline
                              L Offline
                              lp4y
                              wrote on last edited by
                              #107

                              Adding agents 129004 and 129038 to this list.

                              1 Reply Last reply
                              0
                              • L lp4y

                                Yes I think giving me a agent with verbose logs enabled is a good idea, I can deploy that on a few servers.

                                SBKS Offline
                                SBKS Offline
                                SBK
                                wrote on last edited by
                                #108

                                @lp4y
                                Can you please check your spam folder since the email with logging version has been sent twice to the email you provided in the application

                                Ed (K.)
                                Development Team

                                1 Reply Last reply
                                0
                                • E Offline
                                  E Offline
                                  EchoMin
                                  wrote on last edited by
                                  #109

                                  We have a custom version ready for you. Just need you to respond to the email we've sent :).

                                  L 1 Reply Last reply
                                  0
                                  • E EchoMin

                                    We have a custom version ready for you. Just need you to respond to the email we've sent :).

                                    L Offline
                                    L Offline
                                    lp4y
                                    wrote on last edited by
                                    #110

                                    Sorry, I'm registered with an admin email and I don't check it frequently. I've just replied to you :)

                                    1 Reply Last reply
                                    0
                                    • OutagesIO_SupportO Offline
                                      OutagesIO_SupportO Offline
                                      OutagesIO_Support
                                      wrote on last edited by
                                      #111

                                      Hi, have you had the chance to install the new agent?

                                      Regards,
                                      OutagesIO Support

                                      Search engines favor deep pockets making it difficult to find services like OutagesIO.
                                      To help us, you could leave a Google review, or share your reports in forums, or social media.
                                      You could mention us in articles, and perhaps someone would review us.
                                      We count on satisfied members spreading the word!

                                      1 Reply Last reply
                                      0
                                      • OutagesIO_SupportO Offline
                                        OutagesIO_SupportO Offline
                                        OutagesIO_Support
                                        wrote on last edited by
                                        #112

                                        Just checking in. Would love to know how it's going :).

                                        Regards,
                                        OutagesIO Support

                                        Search engines favor deep pockets making it difficult to find services like OutagesIO.
                                        To help us, you could leave a Google review, or share your reports in forums, or social media.
                                        You could mention us in articles, and perhaps someone would review us.
                                        We count on satisfied members spreading the word!

                                        L 1 Reply Last reply
                                        0
                                        • OutagesIO_SupportO OutagesIO_Support

                                          Just checking in. Would love to know how it's going :).

                                          L Offline
                                          L Offline
                                          lp4y
                                          wrote on last edited by
                                          #113

                                          Hello

                                          I deployed the new Agent only on one server, but I haven't seen the problem again.

                                          What is the difference between v1.76 I am using now and v1.77 ?

                                          1 Reply Last reply
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