SOLVED: Frequent brief disconnects

OutagesIO_Support

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.

johnmeyer

@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?

OutagesIO_Support

@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.

johnmeyer

@outagesio_support

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

OutagesIO_Support

@johnmeyer said in Frequent brief disconnects:

@outagesio_support

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.

johnmeyer

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.

johnmeyer

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!!

johnmeyer

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 66.85.130.2

Trace complete.

C:\Users\John>

johnmeyer

My accounted now shows "Disconnected"!!!

johnmeyer

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 66.85.130.2

Trace complete.

C:\Users\John>

OutagesIO_Support

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.

johnmeyer

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 66.85.130.2

Trace complete.

C:\Users\John>

OutagesIO_Support

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.

johnmeyer

@outagesio_support
I verified that I am running as administrator and my Norton 360 does not appear to be blocking.

OutagesIO_Support

I have sent an email to the dev that works on the agent to see if he has any ideas because I'm stumped on this. I've never seen that before.

johnmeyer

@outagesio_support
Thanks

johnmeyer

@johnmeyer

Could it possibly be the browser (Firefox) that I'm running the agent from?

Can I simultaneously log in from Chrome to test this - or can I only be logged in from one browser at a time?

johnmeyer

I'm now logged into my agent on both Firefox and Chrome.

is that making any difference
is it okay to be logged in from more than one browser or not?

OutagesIO_Support

Sometimes, one browser can show something while another might not but in this case, that's not the problem as we're seeing the same thing as you are in your reports.
Hops have no relation to the browser and are sent by the agent software.

johnmeyer

@outagesio_support
Yeah, I realized that after I sent it because I don't even have to be logged in at all for it to still be sending pings.

You mentioned something several posts back about my maybe having to enter some firewall command(s) manually. Can we try that? How difficult is it to do and are there any potential risks?

Information and Support

SOLVED: Frequent brief disconnects