Agent sometimes stops working

[marcuscommunications]

Hi. I am testing out the agents at a couple customer sites to see how they work. One specific site would work for 30 seconds and then stop reporting and go offline indefinitely. I could still see requests from the agent going out to 184.164.141.219 and 66.85.130.2 over the http port on the network firewall. For some reason today after I restarted the echo service on the host machine it started working again. I will keep an eye on it. I am hoping to get more information about how the echo service/agent works so I can better troubleshoot in the future if this information is available I would gladly appreciate it.

[OutagesIO_Support]

Hi,

Thank you for trying OutagesIO.

We are aware that there is a problem in the agent that can cause similar behavior though the problem seems random, affecting some and not others. Maybe it's related.

Can you provide the agent ID's so that we can take a look at what is coming in. That may help us to either see what's going on or to ask additional questions to try and solve this.

Some of the ones we see running in your account don't seem to have the problem as they have been running at at least one day. Maybe we're not looking at the correct ones or they were deleted?

[marcuscommunications]

@OutagesIO_Support The agent ID is 130067

[SBK]

@marcuscommunications

This is what I see...
In the last 30 days the only one having a full 1 day+ offline period was the 130067
Both 130071 and 130066 were ok and 130072 shows a 4m and 4s offline (could be a reboot or some minor disconnections, normal with today's internet)

This makes me think that we should investigate a bit more on what is really happening to the 130067.

Is it possible that the installation was done WITHOUT admin rights?
If so can you please reinstall the agent (there is a procedure to do it)?

If it is not an admin rights can you compare the windows versions, patch level or specific filtering (at the PC/server level) or at the router level (since they are in different physical locations) ?

Let's start with this and please let me know.

[marcuscommunications]

@SBK
Hi,
130067 is disconnected currently. I installed with admin rights. What do you see on your end? I don't see anything blocked on our end.

[marcuscommunications]

@marcuscommunications
This is what I see on our firewall for traffic coming from the agent and going out to what I assume is the Outages IO reporting server.

[OutagesIO_Support]

@marcuscommunications said in Agent sometimes stops working:

130067

Hi,

We see it as Disconnected right now. That means it's been offline for at least 30 minutes.

[marcuscommunications]

@EchoMin Agent was restarted on 2023-02-08 10:13:24.
Last communicated on 2023-02-08 16:36:21.

[OutagesIO_Support]

@marcuscommunications Yes, that's one of the servers it would be communicating with.

Does the service show running on the PC that the agent is running on? And if so, can you still ping the above IP? The other won't respond.

[OutagesIO_Support]

@marcuscommunications

On our end, we see; 2023-02-08 21:36:21 so it definitely has not communicated since then.

[marcuscommunications]

@EchoMin I can ping from that computer:
Pinging 66.85.130.2 with 32 bytes of data:
Reply from 66.85.130.2: bytes=32 time=83ms TTL=51
Reply from 66.85.130.2: bytes=32 time=84ms TTL=51
Reply from 66.85.130.2: bytes=32 time=75ms TTL=51
Reply from 66.85.130.2: bytes=32 time=85ms TTL=51

Ping statistics for 66.85.130.2:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 75ms, Maximum = 85ms, Average = 81ms

C:\Users\Administrator>

I have tried multiple computers on that network and they acted the same way with the agent so its definitely something on that local network. I just don't know how I would go about troubleshooting where the communication is getting broken.

[OutagesIO_Support]

@marcuscommunications

Can you check the service on that PC so we can know if it's running. If it says it's running, you could look at your system app log and see if there is any error log. Then you could restart the service to see if that cures it.

It doesn't mean we found the problem but it's more info.

[marcuscommunications]

@OutagesIO_Support It was already running, have restarted the service, I expect it to work for the next 30 seconds

[OutagesIO_Support]

Also, are all the servers you're running the agent on the same version, like Win 10, 11 or a server version. I see 130067 is win 10.

[marcuscommunications]

@OutagesIO_Support
The problem Agent 130067 is running on Windows Server 2019 Essentials
The below are working:
Agent 130066 is running on Windows Server 2019 Datacenter
Agent 130072 is running on Windows 10 Pro 21H2
Agent 130071 us running on Windows Server 2012R2

[OutagesIO_Support]

We have seen in some situations that the agent seems to be running fine then suddenly, part of the communications stops. It often seems to be something that allows ICMP for a while then blocks it at some point either in the network or with the provider or it could even be upstream.

It's been active for over 5 minutes now.

[OutagesIO_Support]

And now we see it Inactive. It it stays this way for 29+ minutes, it will then change to Disconnected status.

Last communicated on 2023-02-09 13:02:30.