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URGENT: Yellow hardware agent owners
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URGENT Update Required
This only affects yellow hardware agent owners.
We've identified an issue with the recent update for our yellow hardware agents. If you've noticed that your agent is no longer communicating, this is for you.
In some cases, if your hardware agent has been down for too long, the following instructions may not work.
The easiest way to get it back up is to contact us and provide us remote ssh access to the device. With remote access, we can quickly solve the problem and get your agent back online. Another alternative is that we can get into a live chat on this forum and walk you through it.
If you have any questions, please respond to this post, and we'll assist you promptly.
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Hi,
I'm sorry that you've not been able to do this.
You mentioned going this route so I assume you mean sending it back so we can fix it then send it back to you?
You can send the unit to;
OutagesIO, 442 Miller Valley Rd, unit 12454, Prescott, AZ 86304.Please be sure to use the contact form on www.outagesio.com to let us know you've sent it;
Include your shipper name, address, and the agent ID that this currently has. This will allow us to reassociate your existing data with the replacement agent so that you do not lose any historical information.
Also, please be sure to provide us with the tracking number and return information. As soon as we receive it, we'll update it, and get it back on its way to you using priority email the next day.
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For anyone that has not been able to get their agents back up, we can quickly handle this problem if you provide remote ssh access to the device. We are happy to provide an IP to allow and it will take only a few minutes.
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Hi,
I notice the link is gone also. Let me look into this and get back to you.
Also, is it possible to get into a chat on this site? We can walk you through it. -
Hi, probably the best way we've found is to get into a chat with a support person here in the forums while you have access to the agent and we can walk you through restoring it.
Our hours are 8-5 Arizona time for support.
