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Rebooting
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Sure we can do that and refund you the difference of course.
I don't think we won't be able to solve it, it's just taking longer than expected.
We need to make sure that when these devices are shipped out, they are rock solid and that we can send them updates, reboots, and things like that to prevent what's happening now.
If you find it's taking too long at some point, just let us know and we'll get a replacement going for you asap.
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We've had a solid build since yesterday. If testing continues well tomorrow, we'll be shipping first thing next week.
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At this point, we'll be shipping replacements as of Monday.
We've repeatedly tested every possible thing we could and feel confident that these should be reliable.
The caveat is, we've been trying to hurry and it's always possible we missed something small. As long as we can send them updates, we should be able to solve any issues.
Thank you for your patience.
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Hi,
Did you get your replacement yet? We shipped replacements using high priority.
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That's odd, they went out priority.
Let me find the tracking and go from there. -
Update here when it's done so I can have your data moved over unless you don't care. If you don't care, then I'll just assign the new one to your account as soon as it's online. Just let me know what the ID is. It should be a sticker on the side.
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Is the ID the same on both?
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Thanks for checking. Let us know when it's online.
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If it's blinking, it doesn't seem to be getting a DHCP IP address from the uptream. We don't see it communicating yet. After a short boot, the red LED should be solid.
Can you log into your router/firewall to see if it's getting an IP?That's something we'll change with a remote update in the future.
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I know these were tested repeatedly so it should work right out of the box.
I do see that it communicated at 2024-02-24 15:10:07 but no more after that. I'll have to ask a dev for help. I'm not sure why it's not working but I do see that it tried.
He's away right now but I'll send a message and hopefully hear back soon.
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There must be something I'm not seeing while waiting for the dev. I can see the others communicating and all of these are using the same firmware. Can you look at your DHCP server and let me know what the MAC address is please?
Also, do keep it connected to the LAN port.
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Is it possible that you put the old agent back online and not the new one? The one communicating seems to be using the old files that were on the original one we sent you.
There are two ways to solve this quickly.
First, put a sticker on one so you're 100% sure which is which.
Take one agent, connect it (LAN port) then let us know so we can check. Note the MAC address from your DHCP server and share that here in messaging. If that one does the same, we'll have you swap it for the other one.Second, if neither works, if you could give me emergency ssh access to it, we can fix it remotely so long as we can reach the replacement. If we're not 100% sure which is which, being able to log in will tell us immediately.
To give us ssh access, you would need to forward port 22 on your router/firewall to the device from an IP that we would provide. Or you can simply open port 22 temporarily.
This will save having to ship stuff back and forth and get this online for you asap. I will send you a private message after this.
