Agent keeps going inactive / disconnecting

[SBK]

I have been able to change the date and time right now but the NTP is not working so the agent's time is not exact (almost 1 min off)

All agents are in sync with the ntp.org servers so either the port or the URL are somehow blocked

All the confusion in hops and pings is in fact associated to the date and time sent by the agent that remained stuck to Aug 16 when it was prepared and shipped.

Pings are coming in correctly, you should see them and hops too.
I will change the historical data so they can fit the correct timing but the issue of the NTP not working properly on that agent is still unsolved.

[mshafrin]

I opened UPD 123 on my ASA. Would you be able to check if the device is now properly getting its time synced?

[SBK]

I can send a reboot request and check when it comes back
Let me try

[SBK]

It seems that now date and time are off 25 minutes

[mshafrin]

Yeah, I see that... it is 6:17pm here (as of my writing this reply).

Should I also open TCP 123? Or does the agent only look on the UDP 123 port for time sync?

[SBK]

NTP is just UDP 123
It is quite weird ...

[mshafrin]

Definitely an example of "Murphy's Law"..... if something is going to go wrong or be difficult, it's going to be on my network LOL.

I have no issues with ping or tracert to ntp.org. I'm open to suggestions lol.

[SBK]

LOL :-):-)
Any chance I can access to that agent directly using ssh ?

[mshafrin]

That is ok with me... how would you normally do that? I can let you connect into my workstation with Anydesk or whatever support tool you use, and you can ssh in with putty or whatever from there.

[SBK]

Can you allow this IP xxx.xxx.xxx.xxx to access only that agent ?

[mshafrin]

I am a bit limited at to what I can do right now... I am not at work... I am remote connected to my work pc. That's why I figured it may be easier for you to just do an AnyDesk session to my workstation.

[SBK]

Sure, just share your AnyDesk ID here
After I connect I will remove that info from this forum

[mshafrin]

Not sure if you finished with the install.... I think connection was lost. Let me know if you need to reconnect

[SBK]

I have requested a remote reboot of your agent to see if it keeps the NTP configuration but it didnt come back nd also i noticed an outage when I lost the connection
I am still waiting the agent to come back online
I am not 100% sure of what caused it yet, so please if it happens again let us know.

[mshafrin]

I can't reconnect either.... lost my remote session as well

[SBK]

So definitely an inactive or an outage is happening where the agent is
Will wait to see the agent coming back online

[SBK]

Unfortunately since I requested the reboot if there is an outage we cannot have the report of that but I see that the previous one (when I was logged in) was recorded

[mshafrin]

ok, my connection is back... if you need to reconect you can now

[OutagesIO_Support]

We've been working on a solution and testing it overnight.
If the test continues to be positive, we'll send it out to your agent today some time.
Assuming all goes well, a mass update will be sent out to all hardware agents.

BTW, I think we need to add some form of private messaging on this forum so that personal information can be exchanged privately during troubleshooting.

[mshafrin]

Thank you again for the time and help in troubleshooting and resolving this issue. You and your support / dev team are the best!! Let me know if I need to do anything on my end to apply the update when it’s available.

Yeah, a private chat would definitely be a good idea lol!