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I really got the install messed up
I installed the software, got an agent running, upgraded to extended, but there never was anything showing in the section for disconnects etc. I was getting emails when it disconnected but that was it. I suspect I didn't really have admin priv when I installed it originally.
So I found the processes. Killed the processes and tried reinstalling with admin priv. Finally gave up and created a new agent which does run, of course now the extended I paid for is on another agent so it is just a community agent. The new agent rans (without extended of course) but there is still nothing showing in the outages panels at the bottom. I am seeing it is showing it is active but the hops now says it isnt' working (I guess that will go away after awhile according to the instructions.
Watching the demo video it shows alot more info showing on the dashboard than what I am seeing.
Looking for suggestions before I hit the uninstall button.
Too bad they don't offer chat support of some other way of getting to a real person. Giving this a try though.
Let's see if we can help but we need to clarify some things first.
What are the agent ID's that you're referring to so I can look those up.
Transferring extended to another agent is not a problem once we know which agent you'll be keeping.
I installed the software, got an agent running, upgraded to extended, >but there never was anything showing in the section for disconnects >etc.
I was getting emails when it disconnected but that was it. I suspect
I didn't really have admin priv when I installed it originally.
So long as you see the hopes, pings and heartbeat where the dashboard shows 'Agent communications', then it should be fine.
Please note that Inactive and Disconnected are just statuses and don't show up as Outages. That's because the agent has no way to know what can cause it not to be able to reach OutagesIO, it's just letting you know that it could not.
The agent will always log and show outages however, assuming that you don't restart the service, restart the PC or reboot the hardware agent during an outage. If that is done, the agent will lose the outage details since it could no longer keep track of it.
So I found the processes. Killed the processes and tried reinstalling >with admin priv. Finally gave up and created a new agent which does >run, of course now the extended I paid for is on another agent so it is >just a community agent.
Just to reiterate, as long as you see the hops, pings and heartbeat as mentioned above, then the agent is working just fine.
The new agent rans (without extended of course) but there is still >nothing showing in the outages panels at the bottom.
Can you expand on what you think is missing?
I am seeing it is showing it is active but the hops now says it isnt' >working (I guess that will go away after awhile according to the >instructions.
So that means that the install was not completed properly this time. Is there any chance you have two agents installed on the same PC? That should not happen but perhaps it did.
What ever happened, this time it's because ICMP is being blocked. Maybe the second time, it was not installed with admin rights or there was a virus/security program that blocked the installer from putting the rule it needs in the firewall?
Here is a post explaining the firewall.
Creating agents, troubleshooting install problems
Here is one explaining the statuses.
About Internet outages alerts and agent statuses
Watching the demo video it shows alot more info showing on the >dashboard than what I am seeing.
Keep in mind that it takes a while for data to build up. The agent is sending only what it can determine for sure about your connection. If you don't see outages but see inactive, disconnected, it means there is something else, that's not IP related causing the connection to not work right.
Looking for suggestions before I hit the uninstall button.
These forums are checked regularly so it's the best place to seek help.
Too bad they don't offer chat support of some other way of getting >to a real person. Giving this a try though.
We've tried a lot of different things over time and found that these forums are the best way possible that we can help. As the service can be used from anywhere in the world, it's not possible to man a chat 24/7.
However, we do try to respond to forum posts as quickly as we see them.
Let's see if we can sort this out. If you can share the ID's, that will be a good start.
Thanks for getting back so soon. FIrst, here are the agents (I know, I keep trying things and ended up with 3 agents).
The ones I don't need are:
129182 (shows as disconnected)
129182 (shows as inactive)
And the one I want which has extended tied to it is 129179 (shows as inactive)
I have the original agent file I downloaded which is tied to 129179.
The issue I have right now is I don't know how to get rid of those other agents. All 3 show as inactive and can't get the 129179 to become active again. I suspect that is because I created all of those bogus agents. The 129179 does show it is the extended version.
As to what I am looking for
If you go to 6:18 of that video is shows a bunch of bar graphs in the two sections of outages. Mine are blank. When mine ran for a day or so I had at least two outages and nothing ever showed. I did get emails that there were outages but no details on how long, etc.
My problems may be tied to Malwarebytes which loves to interfere in other programs. If you can help me get rid of the two agents I created in my panic to fix things that would be a good start. Maybe they aren't hurting anything but as I said I can't get the good agent 129179 to run now.
Sorry I messed this up. Thought I had it running. Most likely errors on my end with the admin rights and maybe things like Malware.
Thanks so much for your help.
We'll take a look at all three agents in the morning.
I'm pretty sure what you're seeing aren't IP outages otherwise those would be recorded. Check out the links I shared in the meantime, there are many reasons for outages and not all of them are IP related so cannot be recorded if they aren't.
What ever info is in the three agents, I think it can all be combined later but please don't keep re-installing :).
Let's start with what we have and go from there.
The first thing we need to do is to stop re-installing, there is no need for that once you have a working again :).
The two agents showing two different status you mention are in fact the same agent, ID 129182. I'll delete that one so you have just one.
It looks like you've re-installed but each time, you've not deleted the old, previous agent so that's one reason things might look confusing for you.
Let's work with your ID 129179 which which is sending hops but I don't see pings which is one of several parts that generates the heartbeat.
You've not lost your upgrade, this is the agent it is assigned to.
I see that it is in Disconnected status now which means it's probably not running on the PC?
Can you check that please. Let's get the service started if it's not running and see what this agent is doing once it's online.
Look for the Echo Networks service in your services list and restart the agent if it's not running. If it is running, restart it anyhow then let me know.
We might have to re-install it but let's do it one step at a time since something has gotten messed up.
Can you also take a look at the firewall link I sent you and let me know if the rule for the agent is already there or not.
@OutagesIO_Support I appreciate your support but have decided just to drop the program. Too much effort required on my part to fix this and I don't want to waste your time either. Is there a way to get rid of the two agents which still show? Not sure if they are taking system resources although they don't show as running either in services, processes or startup.
Again, my fault for attempting to fix this on my own and getting too many agents installed before I realized the mess I was making.
@OutagesIO_Support I appreciate your support but have decided >just to drop the program. Too much effort required on my part to fix
That's too bad. We're happy to help you get this going. It's actually pretty simple but like anything, once it goes wonky, it gets more complicated to get back on track.
I think all you'd need to do is to work with me so I know what the steps are and we can get to a point where you have things running fine.
The first step would be to simply delete any instance you have on the PC. I can also have someone do a zoom call with you to make sure all goes well.
You only have the one agent on the site at this time which will eventually get removed automatically if you abandon it. Just make sure you remove the software from your PC as well otherwise, it's just installed doing nothing.
No, it doesn't use much resource at all.
@OutagesIO_Support I decided to take a look at the interface today and I have the original agent with the extended status (129179) running and apparently is working (sending hops). I still have an old agent 129181 which shows as disconnected. Not sure if that will just go away and if it is hurting anything. I won't install any more agents and am not sure how or if I need to get rid of the disconnected agents.
Thanks for sticking with me.
The Disconnected status is just a status, meaning, it's just telling you that the agent is not communicating.
Since 129179 is the one you have with Extended reports, let's just keep that one. You can remove any others by going to the dashboard, clicking on manage then delete. Just please don't delete this one, 129179.
Somehow, your install just got our of sync because of multiple agents so once we get this cleared up, it'll get to what it's supposed to be.
Right now, I see 129179 as Disconnected. This agent seems to be installed correctly because it did send hops and pings and was showing a heartbeat.
Can you check to see what the status of the service is on your PC. It seems to not be running.
@OutagesIO_Support My computer turned off due to a power hit here. I restarted the computer but for some reason now my 129179 shows as disconnected again. Not sure why. I checked firewall and it looks okay. I did delete the 129181 per your instructions from the dashboard. Right now I only have one agent, which had been running before the reboot. It is the 129179 agent. I then checked the task manager. Echo is running as a background process. I went and restarted the echo service and the agent is now active. Not sure why I had to start the service manually. Is there an entry in startup that maybe isn't working? Anyway I have it working for now with only one agent and it is sending hops and notifications.
I restarted the computer but for some reason now my 129179 shows >as disconnected again. Not sure why.
It shows as being active to me. If you didn't do anything, maybe it just took a few moments to get going again.
It looks ok now.
I went and restarted the echo service and the agent is now active. >Not sure why I had to start the service manually. Is there an entry
in startup that maybe isn't working?
The service automatically starts and stops with the PC unless something during the install messed up the service.
Something on the PC might have gotten messed up from installing and uninstalling so many times but I'm not sure what that would be.
Anyway I have it working for now with only one agent and it is >sending hops and notifications.
You might want to actually disable notifications until you get to know the site a little bit so that those don't make you think something is wrong.
At this point, just let it run, that's all you need to do. Let it build up stats over the next few days, weeks, just let it start putting a pattern together.
You will not see any of the outage related graphs and information fill in until there are in fact IP outages. Disconnections aren't outages per say, meaning, they are not IP outages that could be logged which the agent will always do.
If you see Inactive, Disconnected, they mean anything but IP related issues as explained in the articles I shared.
Maybe review those so you have a basic understanding of the site then just let it run from now on.
Also, please do not stop the service or restart it when you are experiencing an outage. If it's a disconnection, the agent won't report anything but if it's an IP outage, like with your provider, then you'll lose that data if you restart the agent.
The point behind the agent is to log when a problem starts, how long it lasted and when it resolved. It sends that report but if you restart it, it loses track of what it was keeping track of for you :).
@OutagesIO_Support Last message and then I guess you can close this. I had an actual outage this morning for a few minutes. It showed up on the bottom graphs. As far as I can tell everything seems to be working okay. I appreciate your patience as I stumbled my way through this.
Note to self. Don't keep installing agents!!!!
Oh, I did disable the notifications for now per your suggestion.
SBK last edited by OutagesIO_Support
If you are referring to this
this is an outage that has been recorded by the agent at 06:41 am (you time zone) for 2 min and 22 seconds
All fine, this is just the agent accumulating infos about your network
It's no problem and I'm happy that it's working.
Just keep it running as much as you can so it builds up data. Unless you have a really obvious problem, it takes a while to see a pattern.
The notifications will drive you nuts wondering what's going on when you are new to the service. It's like any other tool, OutagesIO provides as much info as it can but there is still an element of digging to come to a conclusion depending on the problem.
You can refresh this once you start seeing more data accumulating and we can over over what we're seeing if you aren't sure.
BTW, every page has an 'About this page' at the top which offers help and information about what you see.
@SBK Yes, that is an outage. Have had two of them. Strangely it shows both lasting 2min 22sec. I suspect that is how long it takes the router to start up. While I have your attention, I get occassional gaps in the ping display that are white spaces that seem to last for a minute or so.. Is that just a problem not connecting to the server? Anyway, again thanks so much for your help. Your support has been great.
SBK last edited by SBK
Those "missing" ping are just a possible problem in the connection
If your router disconnects for those 2 min and 22sec then you have already the answer but lets wait a bit to see how much data is stored and what you can see from the dashboard