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  5. Gaps in Pings Graph in Dashboard
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Gaps in Pings Graph in Dashboard

Scheduled Pinned Locked Moved Solved OutagesIO features, agent or service questions
internetdashboardmonitoring
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  • L Offline
    L Offline
    LTMiniard
    wrote on last edited by
    #1

    I have white gaps in my Pings G\graph on the Dashboard. What are they and why. Also, there is a gap in Heartbeat/Status that looks like the time I got the When my Internet was down 2023-01-17 09:50:39 - Down (192.168.0.1) for 50s (Internal). What does (Internal) mean. See the screen snip. Can I view the graphs in a large scale?

    fa3f591c-8227-4351-917c-326e627b0fc2-image.png

    1 Reply Last reply
    1
    • OutagesIO_SupportO Offline
      OutagesIO_SupportO Offline
      OutagesIO_Support
      wrote on last edited by
      #2

      Hi,

      Can you expand on what you mean by large scale?

      Internal means something on the network was the location of the problem. If the provider for example had some problems that caused short or long outages, the agent, assuming it's not stopped during an outage, will log those events and show them as outages if they are IP related.

      Any time you see missing pings or inactive but without outages associated with the same time/date, it means that something else happened, preventing the agent from communicating with OutagesIO.
      The heartbeat graph is partly generated by pings and communications with the agent. If pings don't make it or if the agent doesn't communicate for x number of seconds, there will be gaps.
      If there was an outage during that time, that will be logged and shown in your events. If there was no outage, then you'll only see a gap.

      I mentioned IP related above and that's because depending on how your service is provided, cable, wireless for example, there are other things than only outages that can occur.

      This article explains what some other causes can be.

      For cable and wireless, the problems are usually signal levels, something that monitoring cannot detect since they aren't IP related. Take a look at that article and let me know if you need additional clarification of something and I'll certainly try to help.

      Regards,
      OutagesIO Support

      Search engines favor deep pockets making it difficult to find services like OutagesIO.
      To help us, you could leave a Google review, or share your reports in forums, or social media.
      You could mention us in articles, and perhaps someone would review us.
      We count on satisfied members spreading the word!

      L 1 Reply Last reply
      0
      • OutagesIO_SupportO OutagesIO_Support

        Hi,

        Can you expand on what you mean by large scale?

        Internal means something on the network was the location of the problem. If the provider for example had some problems that caused short or long outages, the agent, assuming it's not stopped during an outage, will log those events and show them as outages if they are IP related.

        Any time you see missing pings or inactive but without outages associated with the same time/date, it means that something else happened, preventing the agent from communicating with OutagesIO.
        The heartbeat graph is partly generated by pings and communications with the agent. If pings don't make it or if the agent doesn't communicate for x number of seconds, there will be gaps.
        If there was an outage during that time, that will be logged and shown in your events. If there was no outage, then you'll only see a gap.

        I mentioned IP related above and that's because depending on how your service is provided, cable, wireless for example, there are other things than only outages that can occur.

        This article explains what some other causes can be.

        For cable and wireless, the problems are usually signal levels, something that monitoring cannot detect since they aren't IP related. Take a look at that article and let me know if you need additional clarification of something and I'll certainly try to help.

        L Offline
        L Offline
        LTMiniard
        wrote on last edited by
        #3

        @OutagesIO_Support Thanks for the prompt reply and info. The size of the graph is small and once you have much data on it, it's hard to determine the amount of time the lack of data caused the white gaps. Making a larger graph would help or some magnifier function would be great; kind of like on Amazon where when you roll your cursor over an item and magnified field pops up. Or maybe even better would be to add a list of those breaks, like the "When my Internet was down"

        The same goes for the Heartbeat/Status graph.

        I'm new to this so I'll try to digest your reply and the link you provided.

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        • OutagesIO_SupportO Offline
          OutagesIO_SupportO Offline
          OutagesIO_Support
          wrote on last edited by
          #4

          Keep in mind that the heartbeat graph isn't something you really use, it's just a quick indicator to know if the agent is communicating.

          If you don't see outages on or around the same times as missing pings, it was probably not an IP outages but something else. In terms of outages, there's the bar graph, again, just to show a visual of problems.
          In Extended reports, there is also historical information but if your case, it looks like most if not all of the issues you might be experiencing are on the local network.

          If you share the agent ID, I can take a look.

          Regards,
          OutagesIO Support

          Search engines favor deep pockets making it difficult to find services like OutagesIO.
          To help us, you could leave a Google review, or share your reports in forums, or social media.
          You could mention us in articles, and perhaps someone would review us.
          We count on satisfied members spreading the word!

          L 1 Reply Last reply
          0
          • OutagesIO_SupportO OutagesIO_Support

            Keep in mind that the heartbeat graph isn't something you really use, it's just a quick indicator to know if the agent is communicating.

            If you don't see outages on or around the same times as missing pings, it was probably not an IP outages but something else. In terms of outages, there's the bar graph, again, just to show a visual of problems.
            In Extended reports, there is also historical information but if your case, it looks like most if not all of the issues you might be experiencing are on the local network.

            If you share the agent ID, I can take a look.

            L Offline
            L Offline
            LTMiniard
            wrote on last edited by
            #5

            @OutagesIO_Support Agent ID is 130013.

            OutagesIO_SupportO 1 Reply Last reply
            0
            • L LTMiniard

              @OutagesIO_Support Agent ID is 130013.

              OutagesIO_SupportO Offline
              OutagesIO_SupportO Offline
              OutagesIO_Support
              wrote on last edited by OutagesIO_Support
              #6

              130013

              Thank you.

              An initial look shows that you have had at least six actual IP outages but the rest is not clear.

              We reviewed your reports and the truth is we are not sure why there are gaps.
              We have something called 'inactive' that are logged when an agent is no longer communicating for a while so we'll try to match those with the gaps.

              I would suggest that you just dismiss those for now since they don't seem to indicate a problem at your end.
              We will keep an eye on the reports on the back end to see if we can spot something.

              The outages however show that there is something on your end that is preventing the agent from communicating.

              Take a look at that article, it has a bunch of suggestions from cables to signal levels. Most routers have a dashboard where you can view the signal levels. You should be able to look that info up on how to access that through a search with your make/model.

              Regards,
              OutagesIO Support

              Search engines favor deep pockets making it difficult to find services like OutagesIO.
              To help us, you could leave a Google review, or share your reports in forums, or social media.
              You could mention us in articles, and perhaps someone would review us.
              We count on satisfied members spreading the word!

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              0
              • OutagesIO_SupportO Offline
                OutagesIO_SupportO Offline
                OutagesIO_Support
                wrote on last edited by
                #7

                As an update, there is another thread in the forums where someone has around 30 agents and some random problems were coming up.

                After months of testing, we were finally able to isolate the problem and we thought it was fixed.

                Additional logs provided to us using the latest version shows that the problem is still there in some form or another.

                The agent uses a multithreaded method and it seems that in some cases, one of the threads can spiral out of control causing the agent to miss sending some data now and then.

                What's probably happened from looking at your reports is that the agent missed sending pings because the rest of the data looks consistent while the missing pings have no associated missing communications.

                In other words, when those pings were missed, the gaps, the agent was still communicating which tells us it failed to send the pings in those times.

                When you see gaps, you can always look at your outages to see if there was an outage at the same time. If so, you can discount the missing ping/heartbeat as it makes sense since the agent was not able to communicate. Otherwise, you can attribute the gaps to the problem we are now working on and will release an update once tested.

                The biggest challenge with offering online services is that when folks come across problems, they usually prefer to blame the service and tell others how bad it is.

                The fact is, if people took the time to let the service know about the problems, they will always do everything possible to fix any problems to keep hard-earned members.

                Thank you for pointing this out.

                Regards,
                OutagesIO Support

                Search engines favor deep pockets making it difficult to find services like OutagesIO.
                To help us, you could leave a Google review, or share your reports in forums, or social media.
                You could mention us in articles, and perhaps someone would review us.
                We count on satisfied members spreading the word!

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                0
                • OutagesIO_SupportO OutagesIO_Support marked this topic as a question on
                • OutagesIO_SupportO OutagesIO_Support has marked this topic as solved on
                • M Offline
                  M Offline
                  mschubert
                  wrote on last edited by
                  #8

                  This still appears to be an issue...
                  Screenshot 2024-04-19 123017.png

                  SBKS 1 Reply Last reply
                  0
                  • M mschubert

                    This still appears to be an issue...
                    Screenshot 2024-04-19 123017.png

                    SBKS Offline
                    SBKS Offline
                    SBK
                    wrote on last edited by SBK
                    #9

                    @mschubert
                    Let me highlight few things before I will dive into your agent's issue.

                    The idea behind the "pings gaps" is to show in a graph when the pings are not reaching our receivers (our network's servers in charge of this feature).

                    This "not reaching" can be explained with:

                    1. a real missing connection to our network meaning the agent becomes inactive, disconnected or abandoned, please check https://support.outagesio.com/topic/55/manage-agents-menu for further explanations of the "offline" status
                    2. a temporary overload of local (your) or remote (our) network
                    3. an error in the local agent associated to the multi-threading nature of the agent app
                    4. a network outage

                    I do see that your agent has had 3 outages and this reflects only part of the "missing pings"
                    f50d0dc8-6f5e-4491-8402-aff21824a2c6-image.png
                    but I also see that from April 18 your connection was inactive few more times:
                    5849aafb-488a-414c-9875-5e5e1b1be169-image.png

                    In your case I tend to believe it is option 1 but I have opened an internal ticket to be sure we are not in option 3 for the agent 130916.

                    Ed (K.)
                    Development Team

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                    1
                    • OutagesIO_SupportO Offline
                      OutagesIO_SupportO Offline
                      OutagesIO_Support
                      wrote on last edited by
                      #10

                      BTW, if you go to Historical, Pings or Outages, there you can zoom in and out to see more data spread out.

                      Regards,
                      OutagesIO Support

                      Search engines favor deep pockets making it difficult to find services like OutagesIO.
                      To help us, you could leave a Google review, or share your reports in forums, or social media.
                      You could mention us in articles, and perhaps someone would review us.
                      We count on satisfied members spreading the word!

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