Information and Support

Hi,

We can get your agent/s back up within a few minutes. Please see this post.
https://support.outagesio.com/topic/295/urgent-yellow-hardware-agent-owners/4

Were you able to resolve this? We're happy to help if you still need help.

Your agent is now in Extended mode so once you get it back online, it should be fine but remember that you canceled your subscription so at the end of the month, it will fall back into Prestaging. At that point, you can renew or just leave it until you want to use it again.

Prestaging is when you're getting your agent ready for a subscription.
There's no point in purchasing a subscription until your agent is properly communicating.

It's a way to make sure people don't waste their time and money buying a sub for an agent that's not correctly communicating yet.

It's not really a bug but a logic thing that we thought we solved :).

BTW, what did it cost you to send those agents back so we can include that in the refund.

@mshafrin

I am assuming that your firewall is also your default gateway, if not then what follows could be incorrect.

If I take a look at the hops recorded by all 3 SW agents (not only the one you mentioned) and the only HW agent, you will see that only the HW agent is having the first hop pointing to 192.168.1.1, the other ones go directly to an external IP without passing thru the firewall/gateway.

So on one side either the Windows agents or the firewall is masking the direct hops or they are connected in a different way from the HW agent; I also saw that the 130435 was once connected in a different way since it had the same 192.168.1.1 that now doesnt show up again.

In the end, what does it mean?
If the agent cannot determine where the LAN ends and the provider begins there is no way to give you a correct report about where the outage was and IF it was a network outage or a problem related to cabling (provider's end of cabling).

If the firewall is NOT your default gateway then it would be nice to understand a bit more about the LAN topology to help to troubleshoot it but so far I haven't seen a wrong behavior from the agents you have installed.

@jwladd
As far as I can see your agent ID 129676 is correctly working

Can you please, share anyway what was happening at the time of this post ?

You're welcome.

OK glad to help.

Fair enough. I can get the same functionality by configuring your email notifications to use [phone number]@[carrier's email].com. Just wanted to make sure I was seeing everything I was supposed to. Appreciate the response.

After 3 emails have been sent out the system automatically disable that option to avoid sending too much of them
That value has been set based on the past experiences we had with other customers

There is a chance we will re-evaluate how that is working for consumers (enterprise user have a different setting)

@markl
Hi

It seems your agent is not able to connect properly to the internet.
I can see that now it is disconnected completely and it never sent PINGS.

Is there a chance your internal firewall is preventing this agent to use ICMP?

Hi,

I'm assuming you didn't notice the mention in the purchase page. These agents have 100Mbps ports so with our app running on it, it would max out below 100Mbps.

The point of the speed test isn't really to see if you can max out the connection but to see if you have a usable amount of bandwidth.

For example, even with a 100Mbps max, if you were seeing 5 or 10Mbps for example, you would know there is something really wrong.

Hope this helps.

@dltwyman

Hi Douglas,

Was it a power outage or was it an "internet outage"?

I ask since I cannot see anything else than a disconnection which, as stated, would not be IP related. Meaning, you would not see an outage

The reason behind the inactive/disconnected alert is exactly to show other reason behind the "missing connectivity" which are not identified by the "usual" internet outage.

In short, if the agent recognizes an IP outage, it will always log it assuming the software was not stopped or restarted in which case, the outage info it was tracking would be lost.

Hi,

Not much we can do about the buttons, it comes with the hardware. Most little devices like these have them, it's just a matter of programming.

The activation email was sent on the day that the agent was prepared, It's probably in your junk box but the one we re-sent earlier today made it which is good.

All worked out after all, it's all that matters.

Hopefully, the service helps you to find problems you might be having.

Feel free to ask for help or clarification any time.

@shahinfard
Hi,

Please double check that all the settings are now associated to the HW agent.

Glad you got it.

So how is it going? Did you figure it out?

@markl

Hi Mark,

I recall during the tests we made that if the agent was connected to one network the speed tests were coming in correctly while connected on the other one they didnt.

Is this the situation?

@SBK Unfortunately, my extended subscription has expired, so I can no longer check it. Will renew again and let you know.

@OutagesIO_Support Hi, yes I was testing it. Will probably create a post for my testing.