Agent keeps going inactive / disconnecting

[OutagesIO_Support]

If your office has a managed services arrangement with an outside company, it might be worth asking them if they have any ICMP (and/or other) limiters put in place. If it's not them and you can't find anything in the building, then it could also be the provider.

[OutagesIO_Support]

Hi, as an update, 'Back online" email is correct now.

[mshafrin]

Good afternoon.....

I believe I've got everything resolved. So, Cisco disables / blocks ICMP traffic by default to any outside interface. Once I allowed ICMP traffic on my firewall / ASA, my "hops" started showing in the history, and tracert to foxymon.com and tpw.outagesio.com (as well as to any other url) were no longer giving a "time out".

Thank you to everyone for the help!

[OutagesIO_Support]

Hi,

That's great to hear and I now see hops coming in which means everything should work now.
It also means your hardware agent should function perfectly once you receive it.

[mshafrin]

I actually just submitted another question regarding the hardware agent.... it is not showing pings or hops, but is connected to the same switch as the server hosting the software agent that is now working fine.

[OutagesIO_Support]

That's a bit humorous. We were just sending an email to that agent owner about that then noticed it's the same address.

I've asked our dev to look into this one because now I'm stumped and need more input on why it would see a local outage without ICMP.

[mshafrin]

The "outage" may have been my fault... I switched to a different port on the switch hoping it would possibly correct the no ping / no hops issue lol.

[OutagesIO_Support]

As far as I understand it, that should have created only an Inactive, not an outage. Give us a few minutes to look into this (ID 130432).

[mshafrin]

I don’t know if this means anything, but the date and time shown for all the events are incorrect. It’s showing 8-16-23 at 11am, but it’s almost 3:30pm here by me in NJ

[SBK]

Hi,

First I need to confirm with you that the agent was activated by you on 2023-08-21 11:25:03 UTC time i.e today at 7:25 am NJ timezone

[mshafrin]

I was activated by me at about 2:30pm (NJ time).

[mshafrin]

I activated the HW agent about 2:30pm (NJ time).

[SBK]

My bad: the time I gave you was MST not UTC so all fine with the 2:25 (almost 2:30) pm

What I think it is happening is that the agent has a wrong date which is kind of weird!!!!

Pings are coming in and hops came in too but with wrong dates

Let me see what I can do

[SBK]

Is it possible that port UDP 123 (NTP service) has been blocked in your network ?

[mshafrin]

Not to my knowledge. My workstations and servers are able to sync with time servers, so as far as I know, it’s not blocked.

[SBK]

I have been able to change the date and time right now but the NTP is not working so the agent's time is not exact (almost 1 min off)

All agents are in sync with the ntp.org servers so either the port or the URL are somehow blocked

All the confusion in hops and pings is in fact associated to the date and time sent by the agent that remained stuck to Aug 16 when it was prepared and shipped.

Pings are coming in correctly, you should see them and hops too.
I will change the historical data so they can fit the correct timing but the issue of the NTP not working properly on that agent is still unsolved.

[mshafrin]

I opened UPD 123 on my ASA. Would you be able to check if the device is now properly getting its time synced?

[SBK]

I can send a reboot request and check when it comes back
Let me try

[SBK]

It seems that now date and time are off 25 minutes

[mshafrin]

Yeah, I see that... it is 6:17pm here (as of my writing this reply).

Should I also open TCP 123? Or does the agent only look on the UDP 123 port for time sync?