Track Internet disconnections, provider outages with historical data, and automated speed testing.
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URGENT: Yellow hardware agent owners
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wrote on Feb 11, 2024, 2:22 PM last edited by OutagesIO_Support Jun 19, 2024, 1:54 PM
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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wrote on Feb 15, 2024, 10:09 PM last edited by
I have processed the firmware update steps twice with no success. I retired from corporate America IT Support in a data center, so I am 100% sure that I can follow your steps.
I wish to go this route. -
wrote on Feb 16, 2024, 12:23 AM last edited by
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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O OutagesIO_Support referenced this topic on Mar 19, 2024, 12:50 AM
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O OutagesIO_Support referenced this topic on Mar 24, 2024, 6:42 PM
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wrote on May 30, 2024, 2:58 PM last edited by
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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O OutagesIO_Support pinned this topic on May 30, 2024, 2:59 PM
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O OutagesIO_Support referenced this topic on May 30, 2024, 3:00 PM
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O OutagesIO_Support referenced this topic on May 30, 2024, 3:01 PM
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wrote on Jun 19, 2024, 7:55 PM last edited by
I can't seem to find the instructions how to restore my unit. I updated my subscription... I am fully comfortable flashing the unit with new firmware, reset, or whatever... just need instructions how to do it.
subscriber - 126964
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wrote on Jun 19, 2024, 8:01 PM last edited by
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. -
wrote on Jun 19, 2024, 8:09 PM last edited by
Sure.. will right now. Thanks.
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topic:timeago-later,3 months
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wrote on Sep 9, 2024, 1:41 AM last edited by
Good evening. Been away for awhile. I have the yellow hardware and the dashboard says my agent is abandoned. How should I proceed?
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wrote on Sep 9, 2024, 2:22 AM last edited by
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.
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wrote on Sep 9, 2024, 5:05 PM last edited by
Hello
OK, I could chat with a support person in the forums. How do I initiate the chat?