Information and Support

The ratio is much higher for software because it's an instant download.

Hardware is mostly used by businesses while software agents are mostly used by consumers and especially free members.

Because most people are becoming used to ordering online that waiting a day to a few days for most might not be a problem.

The Windows software is much more of a challenge to maintain across so many versions and so many possible combinations of packages installed on different PCs.

That said we do continue to try and find the elusive problem we seem to have with the Windows agent on some combinations of PCs and their installed software. However, this seems to be a rare problem as we've only heard about it a few times.

And now we see it Inactive. It it stays this way for 29+ minutes, it will then change to Disconnected status.

Last communicated on 2023-02-09 13:02:30.

As an update, there is another thread in the forums where someone has around 30 agents and some random problems were coming up.

After months of testing, we were finally able to isolate the problem and we thought it was fixed.

Additional logs provided to us using the latest version shows that the problem is still there in some form or another.

The agent uses a multithreaded method and it seems that in some cases, one of the threads can spiral out of control causing the agent to miss sending some data now and then.

What's probably happened from looking at your reports is that the agent missed sending pings because the rest of the data looks consistent while the missing pings have no associated missing communications.

In other words, when those pings were missed, the gaps, the agent was still communicating which tells us it failed to send the pings in those times.

When you see gaps, you can always look at your outages to see if there was an outage at the same time. If so, you can discount the missing ping/heartbeat as it makes sense since the agent was not able to communicate. Otherwise, you can attribute the gaps to the problem we are now working on and will release an update once tested.

The biggest challenge with offering online services is that when folks come across problems, they usually prefer to blame the service and tell others how bad it is.

The fact is, if people took the time to let the service know about the problems, they will always do everything possible to fix any problems to keep hard-earned members.

Thank you for pointing this out.

Always happy to help.

Please consider mentioning us in other forums, telling friends or sharing a review on Google.
People have a very hard time finding us because Google favors the very deep pockets of providers and outage sites that may prefer you don't find tools like this :).

@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.