Agents is running but not reporting

[OutagesIO_Support]

I only brought it up because it might work at least in some locations for you. In terms of installation, they simply to connect it to a free DHCP port.

Anyhow, I have some good news. The log you sent seems to have been a lot more useful than I thought.
The dev found two things that could spiral some threads out of control causing the agent to stop communicating.

It would explain why in some cases, it looks like the service is down but it's actually not, it's the agent itself that is stuck. In other cases, it might cause the service to get shut down depending on what's running on the server.

This kind of problem is the worse possible because it's so random making it very hard to test as the only thing we can do is wait for it to finally misbehave.

So it seems there will be another update as soon as this is fixed.

[lp4y]

I'm glad you found the cause of the issue. I'll wait for you to release another update.

[OutagesIO_Support]

Hi,

You can remove any logging versions you have at this point and go back to the normal download one.

The special logging versions become useless once we update on our end.

The log definitely helped, it just takes a while to test since this is a problem that's eluded us for quite some time as you know.

[lp4y]

Hello

Have you been able to find a fix ?

[OutagesIO_Support]

@lp4y

Hi, This time, rather than putting out multiples thinking it's fixed, we're taking extra time to test.

It's the most perplexing problem we've had with the agent and it's been hard to find because we're trying to support so many MS OS's.

Let me reach out to the Windows dev and get you an update.

[OutagesIO_Support]

He tells me that the last version was supposed to have fixed that. Are you running it on any servers you had problems with?

[OutagesIO_Support]

From the Windows dev;

That crash was fixed in V1.75.2205
V1.77.2207 (16.Dec.2022)

Can you please check which versions are still giving him problems and if he knows of any issues in V1.77.2207?

[lp4y]

That doesn't make sense, you said the dev identified the problem and was doing some tests on January 15, so after v1.77 was released.

[OutagesIO_Support]

I might have lost track because we're working on another release to update non Windows versions.

However, he says he thought this was fixed. The ones that you're still having problems with, are they updated to the latest release?

[lp4y]

My agents are on v1.76 and yes problem is still happening. I sent you the logs and all, you said the dev identified the problem. Then no news. Just read again the messages in this thread because you seem lost.

[OutagesIO_Support]

I don't think anyone is 'lost', but we obviously got out of sync and I made an error in what I said.

Just try the current version on any servers you're still having problems with. That way we don't have to think about previous versions and move forward again.

If you have any servers running the new version that have problems, please look at the Windows logs and send what you can.

Also, get rid of that logging version, it's useless at this point and is only useful while we're monitoring a specific version.

[lp4y]

I have 23 endpoints online right now and only 5 are reported active on your portal. One endpoint is running latest version of your client but is reported disconnected from outages.io portal. And it's not a connectivity issues because I can ping tpw.outages.io from those endpoints.

I'm getting tired of this. I've spent so many hours troubleshooting your software and you're not even able to follow properly on the issues. I was already using v1.77 with logging enabled and it is still sometimes crashing. I sent you the logs, you said you identified the issue and now you're telling me it was fixed in v1.75 ! This is a complete non-sense, I sent you logs of your app crashing from v1.77 !!!

[OutagesIO_Support]

Trashing us publicly for trying to help you doesn't make any sense. You told us you have had up to 30 agents running and said it was great that it's free.

As an admin yourself, surely you can appreciate the complexity of this problem. Even as a free member, we are still committed to helping because we want to find and solve the problem.

The problem is not widespread. If it was, we would be hearing about it a lot but we aren't. You are running 2016 servers and it's quite the task to have a single software that runs across all Windows versions.

Losing track is easy because it's a very long thread, and we've made other updates in some of the releases. The dev told me it was fixed in 1.75 but the log you sent us was 1.77 so clearly there is simply something that got out of sync.

If the agent is not working for you, we do not know why. I can tell you that the Windows dev has been working on yet another release to try and improve the fixes recently made but I don't know if that will solve why only some of your agents are not working right.

I'll reach out again to try and find out what he meant by pointing out 1.75 as being fixed.