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SOLVED: Frequent brief disconnects
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Ok, let's go through the data we have so far.
I have 1 gigabit cable connected to docsis 3.1 one year old
modem and 1 year old ax 3000 dual band router.To confirm, you have your own dual band wireless router connected to your providers cable modem. Can I assume the PC/laptop that is running the OutagesIO agent is hard wired into your wireless router then and not via wireless?
1: I see that you have everything enabled in your notifications so you are receiving emails mainly about Inactive (disconnections) and one logged TCP/IP outages. Keep in mind the difference between disconnections and outages as this is an important fact.
but they don't show up on dashboard
This is because they aren't TCP/IP outages, they are something else. The agent will always log outages which are IP based.
The single outage that you've had can be seen in your dashboard, in the Outages section. This is what I see.
Based on the fact that you are experiencing a lot of disconnections, this leads me already to think you have either a wireless problem or a signal level problem. It's also possible others in the area are experiencing the same and don't know that others are. But, one step at a time.
2: The single TCP/IP outage was between 6:30am and 7am, starting at 2022-01-22 06:39:35 and lasting 2 minutes and 5 seconds. The hop that was reported as being down was 192.168.50.1.
The agent is running on a PC at 192.168.50.222. This means that the agent was not able to contact the next hop, meaning, the next device that is at the above IP, 192.168.50.1. Do you know if the 192.168.50.1 is your own router or your providers?
Now we get to something unusual. As part of some of the testing the agent does, it checks the hops from your location all the way to OutagesIO.
Your reports show that hops are being sent but none from beyond 192.168.50.1. Because of that, the agent cannot determine where your LAN starts and where your providers network starts.This happens when there are many private IPs in use from the LAN into the providers network. I don't know for sure but it almost seems like your provider is trying to make sure nobody can diagnose this kind of problem. Not something we commonly see as ICMP is one of the most common and basic testing tools for anyone trying to see what's going on.
I'll have to ask one of my high level techs but he's down with Covid-19 at the moment and hoping he will get better.
3/4: You definitely have some very long delays happening on this connection. The longest one was over 3300ms in the last 48 hrs and there are a fair number of others which are long. Pings don't tell the story, they just add to the available info to try and figure out what might be going on.
5: It's hard to know the problem is yet in this case because your provider appears to be blocking basic diagnostics testing from its own customers. I suspect signal levels but there is not enough data to confirm this yet. However, keep the agent running and we'll see what we can get.
From your PC, can you run this test please.
Open up a command prompt, then type; tracert twp.outages.ioLet it run until it ends then please share the results. There should not be any personal info in the result to worry about since you don't have a static IP.
One more option is to find a neighbor that is willing to install an agent too. Just the Community version would be fine as we can use multiple locations to correlate what is going on.
@outagesio_support
How do I open a command prompt in Windows 7? -
Ok, let's go through the data we have so far.
I have 1 gigabit cable connected to docsis 3.1 one year old
modem and 1 year old ax 3000 dual band router.To confirm, you have your own dual band wireless router connected to your providers cable modem. Can I assume the PC/laptop that is running the OutagesIO agent is hard wired into your wireless router then and not via wireless?
1: I see that you have everything enabled in your notifications so you are receiving emails mainly about Inactive (disconnections) and one logged TCP/IP outages. Keep in mind the difference between disconnections and outages as this is an important fact.
but they don't show up on dashboard
This is because they aren't TCP/IP outages, they are something else. The agent will always log outages which are IP based.
The single outage that you've had can be seen in your dashboard, in the Outages section. This is what I see.
Based on the fact that you are experiencing a lot of disconnections, this leads me already to think you have either a wireless problem or a signal level problem. It's also possible others in the area are experiencing the same and don't know that others are. But, one step at a time.
2: The single TCP/IP outage was between 6:30am and 7am, starting at 2022-01-22 06:39:35 and lasting 2 minutes and 5 seconds. The hop that was reported as being down was 192.168.50.1.
The agent is running on a PC at 192.168.50.222. This means that the agent was not able to contact the next hop, meaning, the next device that is at the above IP, 192.168.50.1. Do you know if the 192.168.50.1 is your own router or your providers?
Now we get to something unusual. As part of some of the testing the agent does, it checks the hops from your location all the way to OutagesIO.
Your reports show that hops are being sent but none from beyond 192.168.50.1. Because of that, the agent cannot determine where your LAN starts and where your providers network starts.This happens when there are many private IPs in use from the LAN into the providers network. I don't know for sure but it almost seems like your provider is trying to make sure nobody can diagnose this kind of problem. Not something we commonly see as ICMP is one of the most common and basic testing tools for anyone trying to see what's going on.
I'll have to ask one of my high level techs but he's down with Covid-19 at the moment and hoping he will get better.
3/4: You definitely have some very long delays happening on this connection. The longest one was over 3300ms in the last 48 hrs and there are a fair number of others which are long. Pings don't tell the story, they just add to the available info to try and figure out what might be going on.
5: It's hard to know the problem is yet in this case because your provider appears to be blocking basic diagnostics testing from its own customers. I suspect signal levels but there is not enough data to confirm this yet. However, keep the agent running and we'll see what we can get.
From your PC, can you run this test please.
Open up a command prompt, then type; tracert twp.outages.ioLet it run until it ends then please share the results. There should not be any personal info in the result to worry about since you don't have a static IP.
One more option is to find a neighbor that is willing to install an agent too. Just the Community version would be fine as we can use multiple locations to correlate what is going on.
@outagesio_support
Yes..... my PC is hardwired to my router and not running wirelessly. -
Ok, let's go through the data we have so far.
I have 1 gigabit cable connected to docsis 3.1 one year old
modem and 1 year old ax 3000 dual band router.To confirm, you have your own dual band wireless router connected to your providers cable modem. Can I assume the PC/laptop that is running the OutagesIO agent is hard wired into your wireless router then and not via wireless?
1: I see that you have everything enabled in your notifications so you are receiving emails mainly about Inactive (disconnections) and one logged TCP/IP outages. Keep in mind the difference between disconnections and outages as this is an important fact.
but they don't show up on dashboard
This is because they aren't TCP/IP outages, they are something else. The agent will always log outages which are IP based.
The single outage that you've had can be seen in your dashboard, in the Outages section. This is what I see.
Based on the fact that you are experiencing a lot of disconnections, this leads me already to think you have either a wireless problem or a signal level problem. It's also possible others in the area are experiencing the same and don't know that others are. But, one step at a time.
2: The single TCP/IP outage was between 6:30am and 7am, starting at 2022-01-22 06:39:35 and lasting 2 minutes and 5 seconds. The hop that was reported as being down was 192.168.50.1.
The agent is running on a PC at 192.168.50.222. This means that the agent was not able to contact the next hop, meaning, the next device that is at the above IP, 192.168.50.1. Do you know if the 192.168.50.1 is your own router or your providers?
Now we get to something unusual. As part of some of the testing the agent does, it checks the hops from your location all the way to OutagesIO.
Your reports show that hops are being sent but none from beyond 192.168.50.1. Because of that, the agent cannot determine where your LAN starts and where your providers network starts.This happens when there are many private IPs in use from the LAN into the providers network. I don't know for sure but it almost seems like your provider is trying to make sure nobody can diagnose this kind of problem. Not something we commonly see as ICMP is one of the most common and basic testing tools for anyone trying to see what's going on.
I'll have to ask one of my high level techs but he's down with Covid-19 at the moment and hoping he will get better.
3/4: You definitely have some very long delays happening on this connection. The longest one was over 3300ms in the last 48 hrs and there are a fair number of others which are long. Pings don't tell the story, they just add to the available info to try and figure out what might be going on.
5: It's hard to know the problem is yet in this case because your provider appears to be blocking basic diagnostics testing from its own customers. I suspect signal levels but there is not enough data to confirm this yet. However, keep the agent running and we'll see what we can get.
From your PC, can you run this test please.
Open up a command prompt, then type; tracert twp.outages.ioLet it run until it ends then please share the results. There should not be any personal info in the result to worry about since you don't have a static IP.
One more option is to find a neighbor that is willing to install an agent too. Just the Community version would be fine as we can use multiple locations to correlate what is going on.
@outagesio_support
Here is what I got when I typed in that command:Unable to resolve target system name twp.outages.io
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192.168.50.1 is my wireless router
That one outage is because the PC could not reach your router so this caused a local outage.
Here is what I got when I typed in that command:
Unable to resolve target system name twp.outages.ioLooks like I made a typo there. It's tpw.outages.io.
Can you try again and post the results.
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here is trace report:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.C:\Users\John>tracert tpw.outages.io
Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2Trace complete.
C:\Users\John>
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We got dozens of disconnects last night after 11 pm
Seems worse at late night and early morning
For agent ID 128681, I do see one new outage with the same device again.
Since you are able to get a trace from the PC but the agent cannot, it looks as if the installer didn't have full permissions to add the firewall rule while you were installing the agent.
That usually happens if you install the agent while not being logged in with full administrative permissions or, something on the PC blocked the installer from adding the rules it needs to the firewall.
It might be worth re-installing the agent and making sure that you are logged in with all administrative permissions.
Just go to the dashboard of the agent, then click on Manage, then click on Re-install and install as you did before.
Please be sure to uninstall the current version before re-installing the new one, just to be 100% sure it was removed. None of your reports will be lost when you simply re-install.
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For agent ID 128681, I do see one new outage with the same device again.
Since you are able to get a trace from the PC but the agent cannot, it looks as if the installer didn't have full permissions to add the firewall rule while you were installing the agent.
That usually happens if you install the agent while not being logged in with full administrative permissions or, something on the PC blocked the installer from adding the rules it needs to the firewall.
It might be worth re-installing the agent and making sure that you are logged in with all administrative permissions.
Just go to the dashboard of the agent, then click on Manage, then click on Re-install and install as you did before.
Please be sure to uninstall the current version before re-installing the new one, just to be 100% sure it was removed. None of your reports will be lost when you simply re-install.
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@outagesio_support how do I uninstall?
And, after I uninstall, how can I then go to 'Manage' to reinstall.
Perhaps my Norton 360 is blocking something?@johnmeyer said in Frequent brief disconnects:
@outagesio_support how do I uninstall?
And, after I uninstall, how can I then go to 'Manage' to reinstall.
Perhaps my Norton 360 is blocking something?Yes, you can do it that way or you can go to the re-install function and just before you download and install again, you can remove the old version. Doesn't really matter, so long as you only use the re-install function and not the reset of course.
Yes, check for anything that could have blocked the install. Hopefully, this new one will still create the required firewall rule otherwise, you'll have to manually enter it.
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@johnmeyer said in Frequent brief disconnects:
@outagesio_support how do I uninstall?
And, after I uninstall, how can I then go to 'Manage' to reinstall.
Perhaps my Norton 360 is blocking something?Yes, you can do it that way or you can go to the re-install function and just before you download and install again, you can remove the old version. Doesn't really matter, so long as you only use the re-install function and not the reset of course.
Yes, check for anything that could have blocked the install. Hopefully, this new one will still create the required firewall rule otherwise, you'll have to manually enter it.
- how do I uninstall - with Windows uninstall feature?
- how do I manually enter the firewall rule?
Can't I do that with current install? - Do we have any clue by now, at all, whether the cable company, my modem or my router is causing these disconnects.
I am going to have to get a cable tech out here because the disconnects are too frequent but I was hoping to have some sort of information so he can't just say, again, it must be my equipment
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- how do I uninstall - with Windows uninstall feature?
- how do I manually enter the firewall rule?
Can't I do that with current install? - Do we have any clue by now, at all, whether the cable company, my modem or my router is causing these disconnects.
I am going to have to get a cable tech out here because the disconnects are too frequent but I was hoping to have some sort of information so he can't just say, again, it must be my equipment
@johnmeyer said in Frequent brief disconnects:
- how do I uninstall - with Windows uninstall feature?
Yes, the usual way. Go to control panel the programs and uninstall the echo networks agent.
- how do I manually enter the firewall rule?
Can't I do that with current install?
Let's see if the re-install will fix that first. It's the simplest way.
- Do we have any clue by now, at all, whether the cable company, >my modem or my router is causing these disconnects.
I am going to have to get a cable tech out here because the >disconnects are too frequent but I was hoping to have some sort >of information so he can't just say, again, it must be my equipment
Yes, at the moment, it looks like your own router is the cause BUT that's because we don't have enough data yet.
They will always say that before they admit to any problems unless the problems are very obvious. This is why I also suggested that if you can find a neighbor to monitor also, we would correlate the data making it much harder for the provider to dismiss your complaint.It's like anything else in life, if we don't have any proof when we complain, we will be dismissed because there's isn't anything to look at. You could still call them in but just don't bother mentioning you are monitoring just yet so that you can gather some proof of problems.
The two things that seem possible right now are that your own router is experiencing a problem or your provider is experiencing a lot of signal loss.
I can tell you that the only signal loss a provider will ever admit to is if it affects your modem directly. They typically never admit to anything outside of your premises, on the street unless they know that many in the area have complained. Not being cynical but that's just a fact after many years of fighting ISP's to fix problems.
BTW, you might want to disable the Inactive alerts since you are already aware of them. Inactive notices are typically used while actively working on something or needing to know quickly if a circuit is acting up. You know for sure something is wrong already so those notifications have little value.
The more important ones are outages if they come in.
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I uninstalled old version and reinstalle.
Now when I go to Dashboard I get "agent is inactive".I have to tell you...... this is pretty frustrating. I don't have the time for all of this.
How do I finally get this program up and running properly and determine the cause pf my consistent disconnects, without becoming a full time technician?
Sorry if I sound frustrated - but I am.
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Wow.
I followed your advice and uninstalled and reinstalled and now I've got an inactive account since doing so.
I have wasted enough time now - over an hour - and have to go get my mind off this because right now I am truly frustrated.
I have absolutely no idea what I am dealing with with this program nor what I have learned, if anything, since installing it.
And now I'm told my paid account is inactive.
I'm gone!! -
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.C:\Users\John>tracert tpw.outages.io
Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2Trace complete.
C:\Users\John>
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Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.C:\Users\John>tracert tpw.outages.io
Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2Trace complete.
C:\Users\John>
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I have absolutely no idea what I am dealing with with this program >nor what I have learned, if anything, since installing it.
And now I'm told my paid account is inactive. I'm gone!!There is nothing wrong with your account, those are your agent statuses. What ever happened when you re-installed, it is no longer communicating now.
I have to tell you...... this is pretty frustrating. I don't have
the time for all of this.Yes but you should not be directing that frustration toward us, we are only trying to help you. We understand that Internet connection issues like this can be frustrating but this is the world that we live in.
You either have to make the time or suffer the bad service if your Internet provider doesn't think it is an issue on their end. Or, hire someone to help you.
Internet providers will pretty much force you to make your case before they spend too much time on it unless they know it is affecting others in your area and even then, may not do much about it until it becomes critical.
Our own experiences in having to deal with such problems is why we originally built what became OutagesIO. Customers would call us, practically blaming us for down time when the problems were usually always their Internet.
We realized we needed an automated way of gathering data that we could show to the customer so they could get help from their provider.
OutagesIO is like any other tool, it is part of the information gathering process that helps us assess the situation. The data it generates along with knowing how things are connected and what you are experiencing are how we can come to some idea of what the problem might be. That said, providers typically will not admit to problems at the street level, that's just how it is.
In this case, your agent is either not installed correctly or you have something running on your PC or firewall that is preventing it from communicating properly.
nor what I have learned, if anything, since installing it.
We have been helping you with the limited amount of data that is
available. You have posted many things and we have been trying to help by sharing as much information as we can considering the limited amount of hard data that we have.How do I finally get this program up and running properly and >determine the cause pf my consistent disconnects,
without becoming a full time technician?
Sorry if I sound frustrated - but I am.In terms of using the program, you just install it and if all conditions were met while doing so, it just starts doing its job. There are no controls, nothing to change etc, the rest is in your reports on the OutagesIO dashboard for this agent.
You do not have to become a tech, we are happy to help explain what we're seeing as we have been. From here, it looks like your own router might be part of the problem along with signal levels in your area.
I suggested you connect the PC directly to your providers router then let the agent run for a day or two and see what we get from that.
At this point, I don't know what else to suggest because the agent is no longer communicating. You were able to ping an OutagesIO device so it seems like something on the PC is preventing the agent from working right.
You mainly need to figure out that part, get the agent working and we'll be happy to keep helping you with the information we're seeing.
First, go into your programs and make sure that the agent is uninstalled. Make sure there is not a second program that somehow got installed. Re-install the agent by following all of the help that is made available in the installation steps.
Alternatively, try to find a friend that is tech savvy to help you with this part so that we can get good data and can help figure out what is wrong with your Internet if additional data shows up.
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Somehow, after several more tries, I got the agent running again.
I also reran the command:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.C:\Users\John>tracert tpw.outages.io
Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2Trace complete.
C:\Users\John>
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Hi, yes, we see that it's back online so good going on that.
One problem is that the agent is still not sending hops which means something is blocking it. At the same time, you can ping our network so that is very odd.
When we see things like this, we check other agents to make sure that there isn't something going on from our end and there isn't so I can't answer why your agent service is not able to get the same traceroute as you are able to from the command line.
