Agent keeps going inactive / disconnecting

[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!

[OutagesIO_Support]

The beauty of the hardware agents is that they are self updating. No need to run updates like you would on a Windows machine.

All we ask for is that you mention our service to as many as possible that could use it. Word of mouth, and a Google review, are the things we count on more than advertising.

We also have a pro level service, www.mspsensors.com for organizations that wish to monitor 10+ locations. That includes some additional tools such as an overview map showing any/all locations experiencing problems (correlating), remote access without opening firewall ports and other features.