Rebooting

OutagesIO_Support · wrote on Feb 24, 2024, 10:00 PM

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.

OutagesIO_Support · wrote on Feb 24, 2024, 11:24 PM

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.

OutagesIO_Support · wrote on Feb 25, 2024, 4:15 PM

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.

mxmckeon · Feb 25, 2024, 11:27 AM

You have me questioning if I did use the new one. Assuming I'm right, when the "new" one is connected, there's a solid red light in the front but no green light under LAN. My router sees it. When I replace it with the "old" one, the red light keeps blinking and there's a green light under LAN. My router doesn't see it. I'm pretty sure I know which one is "new" as I noticed that there was no green light (as opposed to "old" one.) The "new" MAC address is 22:3B:87:07:1A:83

OutagesIO_Support · wrote on Feb 25, 2024, 6:36 PM

Ok, now, your agent connected and ran for a while then it went disconnected again.

The one with MAC address 22:3B:87:07:1A:83 should be the correct one but the one that connected seems to be the old one that we were replacing as it has MAC 12:0A:AB:80:66:01.

There is definitely some sort of mixup happening.

Can you make sure the one with the first MAC address is connected please.

mxmckeon · wrote on Feb 25, 2024, 6:38 PM

Confirmed. The one connected has the first MAC address.

OutagesIO_Support · wrote on Feb 25, 2024, 6:40 PM

Can you restart it again please
The IP you're at ends with x.x.x.109 right?

OutagesIO_Support · wrote on Feb 25, 2024, 6:43 PM

The agent should create a new account so if you can re-start it again, we would see it doing that if it's the correct one.

mxmckeon · wrote on Feb 25, 2024, 6:52 PM

Re-starting. IP ends in 109

OutagesIO_Support · wrote on Feb 25, 2024, 6:56 PM

We see nothing what so ever from your IP.

OutagesIO_Support · wrote on Feb 25, 2024, 6:59 PM

We still see nothing what so ever from your IP, no communications at all.
Can you connect both agents?

mxmckeon · wrote on Feb 25, 2024, 7:00 PM

Please stand by

mxmckeon · wrote on Feb 25, 2024, 7:09 PM

I connected both

OutagesIO_Support · wrote on Feb 25, 2024, 7:09 PM

So far, there is no communication what so ever from your IP. Can we move this to chat for now? I sent you a chat on this site.

OutagesIO_Support · wrote on Mar 2, 2024, 12:40 AM

Your agents were received and the new one was sent yesterday I believe. Just activate it as before and you should be good to go.

mxmckeon · wrote on Mar 4, 2024, 5:13 PM

I received the agent today. I attempted to activate it as before, but it rejected the activation codes. Do I need new ones?

OutagesIO_Support · wrote on Mar 4, 2024, 5:22 PM

Hi, let me check for you. I believe you said you wanted a new report right? I mean, you don't care if the old report is removed, you just wanted to start over?

mxmckeon · wrote on Mar 4, 2024, 5:36 PM

Yes, start over.

OutagesIO_Support · wrote on Mar 4, 2024, 5:52 PM

Give me a minute, I'll log in as you and try for myself. I don't recall any problems with that function and do see the agent online, communicating.
Can you show exactly what happened when you tried using the activation?

mxmckeon · wrote on Mar 4, 2024, 5:57 PM

Please fix the following input errors:

MAC or Activation Code is wrong.

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Rebooting