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Purchased HW Agent + Service and it looks like I no longer have the servce
I purchased the hardware agent and 1 year of extended reports and monitoring of January of this year (2021), and at some point in the past month I seem to have lost all of the extended reports and ("premium") monitoring access on my account (firstname.lastname@example.org). I would like to get this resolved as we continue to have connectivity issues with our provider, but no longer have consistent visibility and reporting. Thanks.
I just passed this on to a developer and he is looking into a possible bug.
In the meantime, he has re-enabled everything for you.
Can you let us know when you first noticed this problem?
Thank you for taking a look. I'm not 100% sure as to when I lost access, as I mainly accessed it when receiving notifications or when noticing connectivity/speed issues. It was likely at some point in the past month.
From what I can understand, it seems that when one of the new services wsa introduced recently, some agents seemed to be missing some code because they were in use at the time. This has been rectified now and all should be ok.
Thank you for letting us know about this.
Thanks for taking a look. Most things seem to be working again, but I did notice that I can no longer enable or configure notifications. All options on the alerts page are greyed out, and everything but email alerts for an inactive agent are disabled. Therefore, I have no way to enable alerts (email or otherwise) for outages, bandwidth issues, etc.
Thanks for letting us know. It must be something else related to recent updates.
Someone will look into this and update here shortly.
Can you share the agent ID please. Is it 127393? If so, it should be fine now. Can you check.
Yep, that was the agent in question, and it seems to be working now. Thank you for your help.