RAS Trial Feedback

[markl]

@SBK Hi,
I think there was a mistake on my part, since we have multiple internet connection here, I did not notice that the Agent was running on the wrong network, it was not on the same network as the other devices. I will be testing it again. Sorry for that...

If it still doesn't work, then let's test it together.....

[markl]

@SBK Hi,

Can you help me on my RAS. I tried disconnecting it and reconnecting yesterday, and until now, it is still configuring.

[OutagesIO_Support]

We appreciate your input on this trial because it will help us to improve this feature. RAS was only available to Enterprise members so we've had to re-design many things, some of which aren't perfect yet.

Can I assume you've not tried resetting the agent physically or anything like that?

I'll ask a dev to look into this asap but it might not be until later today at this point.

[markl]

@OutagesIO_Support
Hi,

Yes your assumptions are right, I did not reset the agent physically, I just disconnected the RAS, and reconnect again.

[OutagesIO_Support]

@markl

One quick fix, which I hate to do, would be to power it off, then back on 10 seconds later. That might reset things but at the cost of the dev not being able to see where it's stuck.

[SBK]

@markl

Hi,
Let me check what i see now hoping no restart has been done on the HW agent.

[SBK]

@markl

Hi Mark,

I think the issue is at the network level so let me try to get back to you directly so we can troubleshoot.

[OutagesIO_Support]

Hi Mark,

Here is what we found.

We set up an identical hardware device using your RAS credentials and everything worked as it should.

We then did the same thing from another remote network and that also worked.

This tells us that what is happening is that if you moved the agent, then that location has different settings on the local firewall.
If you've not moved the agent, then something changed on your local firewall.

There is only one port involved in getting RAS to work but for some reason, it seems to have been blocked on your end since your last test.

Someone will be in touch.

[markl]

@OutagesIO_Support Hi,

Oh yes, I remember I moved the agent on another network. So now I restarted the agent. Do I need to reset it?

[SBK]

@markl

Hi Mark,

Is there a chance we get into a zoom call so i can follow what is happening at your site

[markl]

@SBK Hi Ed,

Sure, please let me know when....

[SBK]

@markl

Hi Mark,

Just let me know a time-frame (starting from tomorrow) and I will setup the meeting in zoom so we can go thru all of it

[markl]

@SBK Hi, sure, I sent you an email.

[SBK]

@markl
Sorry but I didnt get any email
Can you please resend?

[markl]

@SBK Can you send me a Zoom invite now?

[SBK]

@markl
Done