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  • M

    HW Agent incorrectly reporting outage

    Windows
    8
    0 Votes
    8 Posts
    497 Views
    SBKS

    @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.

  • M

    Hardware agent connected behind a firewall

    OutagesIO features, agent or service questions
    2
    0 Votes
    2 Posts
    299 Views
    OutagesIO_SupportO

    @markl

    Hi there,

    This post seems to have been missed.

    The choice is really up to you. There isn't anything to hack on the agents but as usual, when you put something directly on the Internet, it becomes a target for hackers.

    Yes, absolutely, you could install another little router outside the MSP's device then connect your agent to that so long as the upstream is providing DHCP.

    Let me know if you have any more questions, I'm sorry this was missed and happy to help in any way we can.