how to read dashboard

[dberges]

my internet stops a couple times a day, so i've been trying this. But i dont understand. just had an outing at 245pm or so, i see a gap in the heartbeat and ping chart, but the breakdown list only shows early today outages. and it says they're internal?? what to i look for to report to the ISP?

[OutagesIO_Support]

Hi,

If you can share your agent ID, we can look deeper into this.

However, it sounds like your connection is experiencing problems which aren't IP related. The agent will always report IP related problems like outages for example but it cannot know about anything else.

If you see times where your agent was offline but no outages reported around that time, it's means something else is wrong such as signal levels, bad cable, something along those lines.

These can help explain what I mean.

About Internet outages, alerts and agent statuses

Important, cable and wireless Internet services

Let me know if that helps.

[SBK]

@dberges

Hi Dave,

I suppose you are referring to the agent ID 129201 since the other one is disconnected.

If I check the dashboard I can see a bunch of outages happening in the last month

What maybe is wrong is the auto detection of the affected network i.e. the hops, this is what I see:

I bet the real problem is that the topology of your connection to the internet is not as shown in the hops sine the system automatically determined that you have at least 4 before accessing to the provider which I bet is wrong.

This usually happens if there is a wireless/radio connection between your router and the internet provider.

Always in the dashboard you can see this:

and you can immediately connect the dots since the ip 10.240.168.285 is considered within your network but i bet it is already outside.

If you can please explain a bit more how you are connected to the internet maybe I can help fixing this automatic setting.

[dberges]

Wow, thanks for the quick and thorough response! Unfortunately, i'm in way over my head. I don't know what a "hops" is nor have i ever seen an IP address here that doesn't start with a 192.
The site says i have Cablevision, but i switched to AlticeOne Optimum last year for better speed. There's brand new, professionally installed coax from the street directly into my router (provided by AlticeOne. I've had short (1-3 min) outages about 2x per day ever since. I added a MSN auto/reboot device and EERO mesh but outages occur even close to the router.

[SBK]

@dberges

OK

Lets go one step at a time...

If installed in your windows pc you can run from the command prompt the following command:

tracert www.outagesio.com

and paste the result of that here just to confirm what we see

Then I can tell that your router is 192.168.4.1 but strangely after this router you go to another gateway which is 192.168.1.1 which either way is the provider connection or soemthing you have at your site
i.e.
most probably your provider is already at the third hop 10.240.168.185

Last but not least it could be that the missing connectivity is NOT necessary an IP outage but something else but first let's fix where your provider is in the hop list so from there we can analyze the data in a different way

[dberges]

i put the new agent id on an old computer so it can run when i'm away on a trip. do i need to run the command prompt on it or can I on this newer laptop? I ran it on the newer but can't figure out how to copy paste. can you see this screen shot?! )

[SBK]

@dberges

Wait

What you mean by you put the new agent on an old computer ???

The agent is a software installed on each computer which communicates with our servers via credentials which are associated to each PC so am not sure what you meant

And yes I can see the screenshot and apart from 192.168.4.1 which is clearly your router what is the "Docsis-Gateway" associated to IP 192.168.1.1 ???

[dberges]

Sorry for the confusion. I first loaded an agent on the laptop i use (call it A). It looked like it might help me document outages, but i travel (with the laptop) a lot. So i tried to cancel/delete that agent and started over on an old laptop (B) that i could leave on all the time while i was gone. But B doesn't have office for email, so when you told me to do the command prompt, i did it on A. Not sure that should matter if we're just tracking our internet feed?
When i googled Docsis Gateway, i see a picture that looks just like my Optimum router.
btw, i had another outage at 5:53 for about 3 minutes, but i don't see anything on the dashboard (other than a blip on the ping chart). The dashboard often times out and i have to "reconnect" - i mean to leave it on 24/7, but not sure i am?

[SBK]

@dberges

Let me split my answer into two posts since I don't want you to feel confused

[SBK]

@dberges

Lets start from the list of agent that you can see when you are HERE
This is what you see

If I dive deep into the step you have taken to create those 3 agents I can see that the ids 129143 and 129196 are the same hardware so it means that probably you installed more than once the software on that PC.
My suggestions would be:

• delete one of those agents, you can do that going to the dashboard, choosing the Manage menu and then the option to delete it
• Uninstall the software from that PC (check eventually that it has been installed more than once and remove them all)
• Only at this point use the option Reinstall from the same Manage menu and follow the instructions

Now you should have only two agents i.e. two PCs where the software has been installed.

In this "new scenario" you can decide to leave one PC at home always powered on (otherwise the agent cannot give you any clue about what is happening to the internet connection!) and the other with you (you can use it to know how the other networks you are performing while traveling).

I hope I got it right, but you dont need to leave the dashboard open to have the agent working since the agent runs as a service in the Windows PC you installed and that is the component sending the data to our servers.
The dashboard can be accessed anywhere you are to see the result of the agent collecting data.

I saw you did assign them a meaningful nickname so we can refer to the agent with that instead of their ID.

In this way I can try to help on which type of outage is reported.

[SBK]

@dberges

About the Docsis Gateway I need to be sure I get this right so let's start with some assumptions...

If I look at the TraceRoute you executed while you were connected to the network that is having outages I can see the following:

• the agent has an IP belonging to the 192.168.4.x network (I can see 192.168.4.83)
• which is confirmed by the first hop which is the agent's gateway i.e. 192.168.4.1
• but you are telling me that the Docsis Gateway is very probably your router which is the next hop i.e. 192.168.1.1

So I am assuming that either you are using a virtual PC or the router has been configured to isolate the LAN network: again these are assumptions since I have no idea how really is your configuration.

No matter what I just said I can say now that very probably your provider is at your 4 hop where the address 10.240.168.185 shows up and that is exactly the IP that is mainly having outages together with some other after that one.

If that is the case then I can override the automatic discovery made by the agent so it can consider the correct network from that IP on (would do that anyway after the previous post where i suggest to reinstall the software).

If my assumptions are correct, I can see some relationship between the outages you are mentioning and the ones discovered by the agent but let me repeat myself: some disconnections could be absolutely NOT related to the so called IP outages.

[dberges]

deleted the agent, but can't figure out how to uninstall the software. what's it's name? i tried outages, nutpile, io, etc

[dberges]

not sure what a "virtual pc" is. i'm using two Dell laptops over wifi. another outage at 11:53 for about 3 minutes before i deleted agent. showed a hi spike on the ping chart, but that's all. sure appreciate your patience!!

[SBK]

@dberges
Look for the Echo networks service in your installed programs.

[SBK]

@dberges
But you deleted the agent that was active?

[dberges]

yes. only one was active, on old computer. deleted it. new computer shows 2 deactivated and so does old computer. if there's software i downloaded it, i can't find to uninstall. need the name.

[SBK]

@dberges

As mentioned earlier...
Echo Networks Service

but I do see that the two agents you left are referred to the same hardware.

It is not clear to me what you are trying to do at this point: please let me understand

[dberges]

@SBK
ok, i uninstalled/reinstalled software and opened a new agent i think. had an outage sunday afternoon that shows as a gap on the ping chart, but not registered otherwise. do you or i need to do something about the excess hops?

[SBK]

@dberges

I see you removed all the agents now...
... and created a new one

[SBK]

@dberges

I would strongly suggest you to leave that PC up and running for some time so we can see what it is capable of
Meanwhile I will override the hops assignment as I mentioned in an earlier post