Information and Support

Hi,

We received the email at support as well and re-sent the activation email. We don't see a bounce so it must be in your spam box or it was blocked by your mail service.

If that is the case, please be sure to whitelist the domains so that you don't miss out on any important emails while using the service.

Hope you received it by the time this reply was sent :).

sure let's do that :+1:

@outagesio-greenwich-k12-ct-us

Hi E.K.,

Let me try to summarize what I see and lets check together if there is a clear explanation.

Lets start with the inventory:

128389, SW agent (Win 10 Pro), OTM version 1.69.2106 128316, SW agent (Win 10 Enterprise), OTM version 1.69.2106 128309, SW agent (Win 10 Pro), OTM version 1.69.2106 128313, HW agent (GLinet MT300N-V2), OTM version 1.67.2104

Upload testing + Latency evaluation is available only from version 1.68.2105 and on the HW version we are still testing so this explains why you are not seeing the uploads on the HW agent: as soon as the testing period is over we will release the latest version and your agent will upgrade automatically.

As far as I can see:

agent 128309 was able to send proper download/upload/latency from Sep 20th when the version 2106 was installed agent 128316 was able to send proper download/upload/latency from Sep 11th when speed-test was enabled agent 128389 seems to be the tricky one since it started from yday right after 3 am

The only thing we noticed is that some old Windows 10 builds were blocking some features of the OTM (the software that does the monitoring) and maybe (it is just an assumption) that pc/server was updated to the latest build.

Can you please double check that so I can have a better understanding of this weird behavior?

@sbk

Yes its all working now. Thank you for your responce :)

@outagesio-greenwich-k12-ct-us
I confirm it was a bug in the Activation process.
It has been fixed!

Thank you for letting us know.

@outagesio_support

Yes, we played with enabling different DNS but it never really got "ideal".

However after they redid all the connections, one of my "download" scripts became much better -- so I dunno. Our web connections/surfing were not particularly better until the VPN.

@outagesio-greenwich-k12-ct-us
Hi,

Definitely a bug introduced in a recent commit: thank you for highlighting.

The fix has already been applied: please test it ASAP to confirm all is fine now.

Hi,

Thanks for posting your question.

Here is what I see and with more information maybe we can figure out what is going on.

New Agents become inactive, 2 still active, 4 total.png

First, we need to eliminate 128292 because it isn't properly installed.
From what I can see it looks like it was working, then you re-installed it and that installation never completed.
What ever machine you installed this one on, you will need to make sure there aren't two agents installed on that same machine because we have seen cases where this can happen. If you have two, just remove both from the PC then use the re-install function in the agent's dashboard to re-install it.

Next, I notice that all of these agents are in the Philippines which is fine but I see them all at the same address, all using the same provider. Is it safe for me to assume that you are trying to use OutagesIO to not only monitor the Internet service but also different LAN segments? Meaning, perhaps you have an agent installed on different floors and each as its our routing switch.

Next, I need to understand what you mean by 'active' agents. Agents only go into another status based on if they can reach the OutagesIO network or not. As long as the agent software is running on the PC, does have the correct firewall rules, then it should be able to run normally.
As you mention, those things are fine on the PC but it sounds like there is something else on the network that might be preventing some of the agents from communicating correctly.

If you search for 'statuses' or 'inactive' on this support site, you'll find several explanations of what the different statuses mean.

In the most basic sense, Inactive means the agent wasn't able to reach the OutagesIO network for around 20 seconds or more. If you see Disconnected, this means it's been at least a half hour.

If all of these agents are on the same network, then you'll see different things potentially. Until I know more about how you are using all four and why they are in the same building, I'll have to wait to continue.

Hi,

Thanks for taking the time to report this.

I see that our dev reached out and took care of the problem over the weekend.

If there is anything else you need, please feel free to ask here and we'll be happy to help.

Thanks for using OutagesIO.

@outagesio_support Thanks, I'll tread lightly and give it a go. Will post how I get on.

AF

@jjuly

Hi,
Yes, you definitely have some problems both with the provider and beyond. As you said, beyond are informational but it doesn't mean they cannot be used.

I also notice that most of the problems are when you might be using the service especially if you work from home. Most are around the 10am to 3 pm and the next high is around 8pm

If you have not been able to get them to fix the problems, that's one thing but if they have admitted they know and cannot fix it, that's another. Let's assume they aren't fixing the problems and you've reported it multiple times. I'll also make the assumption that they aren't taking your facts/findings seriously.

In this sort of case, you should try to find one, two, more, neighbors that would be willing to install agents too. You can make the case that if you can show the proof you need, everyone will end up with better services.

Some providers count on the fact that most people will simply suck it up and go away. They aren't going to make costly repairs unless there is something affecting their bottom line.

However, if you can get others to join you, you can then show your correlated proof on their social pages. It's easy to dismiss one person but it's a whole lot harder when many people are complaining.

If they remove your posts, you could always talk to the city, find someone to listen to you, show them what you have and see if someone higher up will help make a case for you.

If most of the problems are with the providers upstream, you could try to reach them on social media as well.

And of course, we'll be happy to help decipher the data to help you.

In this day and age, as everything we do is being moved onto the Internet, there are no excuses for ongoing unreliable services.