day-long outage not recorded

[jwladd]

What I want to monitor is my internet connectivity at a remote site. It's important to know whether the cause is local or my provider, but the first order question is "Is my remote site connected to the internet?" I thought that was the point of your hardware agent. The back end logs available to you see to be different from the front end logs available to me. I guess I am misunderstanding the system.

[OutagesIO_Support]

You aren't misunderstanding teh service but maybe I'm explaining too many things :).
Yes, the service is specifically to monitor the provider/communications at remote locations so you're use is what it's for.
The additional information I'm showing you is simply to help us talk about what you're asking about. That extra information is simply our own in-house logging so we can help members.

I'm not sure at this point where there is a disconnect in our conversation.

[jwladd]

Thanks for your patience. Let's start by getting me to understand your back end log. Does this log indicate no communication between Arizona and my agent from 5/13 22:15 to 5/15 23:01?.

[SBK]

Hi John,
Gimme some time to review what has been said here so I can try to clarify the doubts

[jwladd]

I'll be away for the rest of today, but will resume conversation on Sunday. Thanks for your time.

[SBK]

First of all let me clarify some terms we are using to avoid confusion or misunderstanding:

• outage, is an IP outage that is reported by the agent
• inactive/disconnected/online, are statuses that we check against the agent from our network (read this)

With this in mind, outages are a confirmation of the inactive/disconnected statuses our network detects while "polling" the agent.

The important thing shown in previous comments is this sequence:

• Inactive 2023-05-13 22:15:53
• Disconnected 2023-05-13 22:45:24
• Online 2023-05-15 23:01:05
• Inactive 2023-05-17 08:00:12

This means your agent was no more available from our "polling" on May 13 @ 22:15 and resumed on May 15 @ 23:01

My interpretation of the above is twofold:

• we definitely had no communication with the agent between May 13 @ 22:15 and May 15 @ 23:01 but it was not confirmed by an outage
• the date/time you gave us are not the ones we see

Our goal is to give more info to our customers to be able to troubleshoot and sometimes non IP outages (explanation here) are the more complex to find and highlight

Maybe in the future we could release to the public some of the internal tools we are now testing to give a better experience!

[jwladd]

Thank you for your thoughtful response! I will study it and possibly respond with more questions. For the moment my only question is why the historical record of inactive/disconnected that I find on my dashboard is different from the historical record of inactive/disconnected that you record on the back end?

[OutagesIO_Support]

As explained earlier, it's for us to know some of the events that happened so that we can help members.
Some things have no value is being offered to members because they might be more confusing than useful and it's the case for these logs.

Ed might be able to explain it better if this is not clear.

[SBK]

@jwladd

I bet you are calling "historical record of inactive/disconnected" what is really an historical alerts list which is not the same thing.

Dashboard alerts assume there is a person controlling them from the GUI taking care of acknowledge them and reset.
Just to clarify with an example, let's suppose you have an "inactive alert" at a certain time, if that one is not acknowledged and reset even if the agent comes back online and then again goes inactive you only will see one event.

On the other hand we keep trace of every single event.

So if you compare the historical alerts with what I commented last time you will be missing some of them.

Hope this clarifies that part

[jwladd]

I didn't realize I was to acknowledge an alert. I see that once I acknowledge an alert, I need to then do a reset. It all makes sense as I learn more. thanks for your awesome support.

[jwladd]

I see that on receiving an email alert that after resetting there is a third step of turning on email alerts. As explained somewhere in this thread, the email alerts are turned off after the third alert is sent to avoid excessive, redundant? notifications.

[jwladd]

I notice that after setting email alerts to ON and then navigating away from the Notifications page, when I return to the Notifications page the email alerts have been turned off. I am uncertain that the email alerts are on after I log out of the dashboard.

[SBK]

After 3 emails have been sent out the system automatically disable that option to avoid sending too much of them
That value has been set based on the past experiences we had with other customers

There is a chance we will re-evaluate how that is working for consumers (enterprise user have a different setting)