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Agent going into the status of 'Disconnected' when I have not turned off my PC
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@OutagesIO_Support It's happening again. Disconnected but still have internet access. Tried the ping to tpw.outages.io as recommended. See attached screen shot below. As a side note I found many error messages in my modem log, they were similar to this.
I did a complete clean of all fittings for my modem router all the way back to the cable box on the exterior of the house. That appears to have fixed the problem of the error messages, none since 2023-03-18 18:13:12 - Down (192.168.0.1) for 4m 29s (Internal) although I still had 1 drop in internet later.
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Hi,
When this happened, did you also check the service on the machine that the agent is running on? Does the agent service show that it's running or stopped?
If you restart the service on the PC, does the agent show back to active on the OutagesIO dashboard?
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@OutagesIO_Supoort I did a Restart OTM from an icon on my tray, did a mass admin run of all 4 .exe files in the Echo Networks Service folder, then went to Echo Networks Service and stopped it and restarted it but it still showed Disconnected. I closed the web browser and then opened it, and it then showed all normal. So, are you saying that the best way is to Stop and Restart the service?
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@LTMiniard said in Agent going into the status of 'Disconnected' when I have not turned off my PC:
I did a Restart OTM from an icon on my tray, did a mass admin run of all 4 .exe files in the Echo Networks Service folder, then went to Echo Networks Service and stopped it and restarted it but it still showed Disconnected. I closed the web browser and then opened it, and it then showed all normal. So, are you saying that the best way is to Stop and Restart the service?
No, just trying to gather more information to figure out where the problem is.
If the service was at fault, restarting it and immediately seeing the agent back to Active would get us looking at the service.
The fact that you didn't see the status change to Active right away seems to imply that the service seems fine and that something else is causing this.It's interesting that when you closed the browser and opened it back up, then it was fine. That implies that the browser might be caching some things, preventing the true status from showing.
The next time this happens, you could fire up a different browser and look at your dashboard to see if both show the same.
Some others have said something along these lines happen but while some of the symtoms seem to be similar, it's not clear what is happening making it very hard to know what needs to be fixed, it anything.
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I am also having this problem. My dashboard says Disconnected and stops reporting. I checked this on both Chrome and Edge browsers. I can ping tpw.outages.io with no problem.
When I restart the agent, both browsers start reporting again. The agent ID is 130148.
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Is there anything in the Windows logs showing what happened? Can you share those if you see them. Usually in the app logs.
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@OutagesIO_Support I don't see anything in the log files. Does this problem only occur on agents running on PCs? I have a few of the hardware agents on order. Are those experiencing the issue as well?
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Correct, the problem is only affecting the Windows software agent. Hardware agents are not affected by this.
We've had a hard time solving the Windows problem because it's not possible to replicate the issue so we can fix it once and for all.
Some of the folks experiencing this aren't even seeing anything in the Windows logs which is truly peculiar and makes it even harder to solve.We are hoping that enough patient members will provide what they can so we can solve it.
On the other hand, we've also talked about the possibility of auto restarting the agent service but it would be much better to know why it's stopping so we can solve it.
If anyone can come up with any logs, we sure would appreciate those. In the meantime, the Windows developer keeps digging to try and find why this could be happening and even with limited input, it helps.
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@OutagesIO_Support Thank you. I am not going to worry about it then. I am planning on using the hardware agents exclusively. Thanks
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@jfadams321 said in Agent going into the status of 'Disconnected' when I have not turned off my PC:
@OutagesIO_Support Thank you. I am not going to worry about it then. I am planning on using the hardware agents exclusively. Thanks
The hardware agents have been highly reliable. We considered at one point going hardware only but some admins like to have a software agent so they can do some quick testing when needed.
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@OutagesIO_Support I set up notifications to send me emails on outages. I've had numerous outages reported on my Dashboard, but no emails have been received.
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Hi,
I looked at your agent and you have outages marked for notifications but not Inactive/Disconnected statuses.
There was one outage today but lots of Inactive back to online statuses. The dashboard shows up and down events but does not specifically say if they are outages or status changes. That said, the outages graph does show outages and the one for today.
What I see on the back end;
The last email that went out to you was 2023-03-18 10:00:59 about the Extended upgrade.
I have no way of knowing when you enabled outages notifications however but don't see one going out for the outage you had today.
So basically, it depends on when you enabled the outages notifications that you might or might not have received that one email at least.
Does this help explain what seems to have happened?
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@OutagesIO_Support I set it up about 9:29 am on the 18th and I got a test message about 11:15.
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I don't think the site sends test messages so any message would have been related to an event.
Can you look at that email and confirm for which event the message was for.
It would be related to what ever notification you had enabled at the time if there was an event after you enabled it.
I'm just trying to establish if you enabled the notification before or after the event :).
Or, we can just move forward and you can keep an eye on it from this point. It's always harder to figure some things out after the fact than going forward.
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@LTMiniard said in Agent going into the status of 'Disconnected' when I have not turned off my PC:
@OutagesIO_Supoort I did a Restart OTM from an icon on my tray, did a mass admin run of all 4 .exe files in the Echo Networks Service folder, then went to Echo Networks Service and stopped it and restarted it but it still showed Disconnected. I closed the web browser and then opened it, and it then showed all normal. So, are you saying that the best way is to Stop and Restart the service?
BTW, the developer says that if you executed the files without using the service, it's possible there were multiples of the same running which would cause such a problem.
Can you make sure there aren't any other files running other than what the service uses. Maybe stop the service, look in the processes, kill anything you see if there are any then restart the service and it will start the correct processes.
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@OutagesIO_Support The message had the configuration of an email that the system would send, according to a post from y'all; OutagesIO - Agent ID 130142. See the post above dated Mar 18, 2023 10:21 am and 11:15 am and then just below that one at 12:01 and 1:37 pm. The notification was working then. I only set up notifications for outages under Email Alerts.
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The problem is that we aren't seeing any issues with outgoing emails. We monitor mail services to make sure they are always up and running.
It's difficult to know why an email would not have gone out or did but was never received.
This is all I know at this point.
The first email out was when the agent was created on the 18th.
Three emails went out on the 16th and the one at 2023-03-16 10:21:47 was the reports upgrade notification.
The rest on the 14th would be what ever other notifications you had enabled at the time.The thing is, all of those went out and they made it to your email provider. The logs confirm they were received.
In almost all our communications, we ask members not to flag us as spam otherwise it can affect others using the same email service.
It's possible that an email provider blocks an email but for all intents and purposes, for the sending server, it made it.
I really cannot say why you missed an email but maybe keep an eye on it from this point on. If something happens, let us know immediately and we'll check the various logs to see what happened.
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@OutagesIO_Support I'm getting emails about Inactive Agent (which I set up later than Outages). I've had 9 since 5:05 pm Thursday the 23rd but no Outages that show on the Dashboard as occuring on 2023-03-24 17:02:18 - Down (192.168.0.1) for 16s (Internal) and 2023-03-24 14:23:49 - Down (192.168.0.1) for 13s (Internal). As a side note, why limit them to 3 and then reset via Dashboard?
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In terms of why we stop the emails after 3 is for two main reasons.
1: If we don't, people that leave the service typically flag the emails as spam rather than coming back to their dashboard to disable them.
We ended up being blacklisted too many times and getting blacklisted has the nasty effect of blocking wanted emails from other users of the same email service. We cannot take a chance at being blacklisted.
2: A lighter reason... we hope that people don't rely on emails along but keep an eye on their dashboards as much as possible in business situations at least.
It is better to let members know there is a problem to look into than send constant emails about the same thing. If there is a problem with inactives for example, an email or two tells the member so and the dashboard tells the rest.
I'll have to dig deeper on this email issue to find out what's going on. It's going to take a while however.
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@OutagesIO_Support No problem. Good explanation and justification.
