2.5Gbps Hardware cannot be activated

[markl]

Agent ID 131242

[OutagesIO_Support]

If the agent ID is 131242, we can see it is not communicating at all which is why you cannot activate it. The correct port for that device is the WAN port, the one that is 2.5G.

Try that and see if you see the agent go active and we'll watch for it at this end if this is the correct ID.

[markl]

[markl]

It's connected to our switch on its WAN port, and it is getting an IP from our DHCP server, but I still cannot activate it. The device is blinking blue.

[OutagesIO_Support]

You won't be able to activate it until you see it in Active status.
Looking at all our raw logs, it's not even communicating with us at all.
What ever is happening, it's before it even reaches us.
Check closely to see if there is something blocking traffic from your location to ours from that particular device.

[markl]

I'm pretty sure it's not being blocked because I have the yellow agent (Agent 130168) connected beside the 2.5Gbps agent in the switch, and it is connected.

[OutagesIO_Support]

The ID is created and ready for activation during the preparation process.
The agent is confirmed to be running at that point, before it is shipped.

The fact that I don't see it even trying to communicate at all means it is not getting to us, something is blocking it. If it were able to reach us, it would send at least some information so we could see it and try to find out what the problem is.

[SBK]

Mark, also 130168 is offline for us
Would you please check again ?

[markl]

Apologies, I moved it to the same network as the 2.5Gbps device, and reset it. You should see it online now.

[OutagesIO_Support]

But doesn't that imply that there is something blocking from that connection since the yellow agent was also not communicating from the same?

[SBK]

Correct, I see 130168 active but 131242 still offline
Did you already power cycle the 131242 ?

[OutagesIO_Support]

Ok,have to wait for input on this to see what happens.

Have you tried connecting either to another switch?
Can you describe your setup if you have more than one switch?
Have you tried connecting the agents directly to your providers router/modem to see what happens?

[markl]

Hi, I can see that 130168 is active now. But I still cannot activate 131242.
The internet I use for this is a wireless one. It has a dish up our roof, and it is connected directly to our unifi switch. Our MSP set it up in a way that I can assign that internet connection to any port of any switches in our plant.

[markl]

Ok, so I tried connecting it to our different internet providers (we have 3 ISPs), tried moving it around to another switch, but I still cannot activate it. I reached out to our MSP and they said there's no traffic coming from the device, and nothing is blocking it since they also found the other yellow device connecting to tpw.outages.io. I still have a total of 3 yellow agents connected fine (130175, 130168, 128666).

Can you help me troubleshoot this further?

[OutagesIO_Support]

The problem is that we do not see any communications what so ever from this agent, 131242 so not sure how we can help until it communicates.

Can you give us remote ssh access to the device? If so, we can get on it directly to see what's going on. You can provide the details in chat on this site.

[OutagesIO_Support]

If you can give us ssh access, we can also determine if there is something wrong with that particular device. If we can solve the problem, that's one thing but if not, we would ask you to return the one you have for a replacement.

[markl]

Hi, if you can provide your Public IP, I can setup the Remote SSH.

[OutagesIO_Support]

Sure, I'll initiate a private chat with you.

[markl]

Awesome, it's working now. You guys are great.... Thank you very much!

[OutagesIO_Support]

You're very welcome and thanks for bringing it up.