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Move Extended Status to newly reinstalled agent
Original Agent: 127952, Newly reinstalled/Connected Agent: 128112
I had installed an agent back an May and have only been sporadically checking it. It's been disconnected several times, the last time in June. I went to the dashboard today and clicked on a link that I thought would reconnect the agent. The link went away but I saw no indication that anything had happened. After looking through all of your site and forums, I gave up, uninstalled the original agent, and installed a new one. The new one is now connected as indicated above but I want to transfer the Extended status from the old, uninstalled agent to the new agent. In my opinion, your documentation leaves a lot to be desired unless I am just missing it somewhere.
This is a copy of the email reply we already sent :). Some parts were added after the email being sent.
Let me try to answer some of your questions.
why is having an account with you not enough to be registered in the support forum? -
The www web site is a wordpress information site. The app.outagesio.com web site is a custom application we write and these forums are yet another software type. There is no way to unify accounts across the different platforms though it is something we've been trying to achieve and eventually will.
I had installed an agent back an May and have only been sporadically checking it. It's been disconnected several times, the
last time in June. I went to the dashboard and clicked on a link that I thought would reconnect the agent. The link went away
but I saw no indication that anything had happened.
If the agent was in Disconnected status, then it means it was no longer communicating for some reason. Most of the time, it's because of some other software on the PC that conflicts so the service has to be restarted. There is no way to 'restart' an agent from the dashboard because it's installed on the PC. It has to be restarted on the PC through the services or a reboot.
If your previous agent was extended, we would be happy to extend your new one. I'll pass this on to the dev that takes care of this and you'll see it change as soon as he looks into this.
In terms of documentation, it's been an ongoing struggle trying to find a way to maintain accurate and up to date information and is why we have the 'about this page' links in most of the application pages. Just click on those when you are on a certain page and it will pop open a new tab to the information for that page. We try to keep those up to date so if you find something that doesn't match what you're seeing, by all means, please let us know.
UPDATE since sending;
We see that none of your agents were deleted and the one you paid for is still there but it looks like you may have re-installed onto the same PC which might explain why you are seeing it as Disconnected and it will eventually get removed by the system.
Make sure you only have one agent installed on the PC and we can go from there.