Rebooting

[OutagesIO_Support]

BTW, did you have to reboot it again today?

[OutagesIO_Support]

We've been working on a replacement non stop since you posted this. Testing is going well but still a few things to iron out before we can send replacements.

[mxmckeon]

Rebooting did not work.

[OutagesIO_Support]

I'll ask the dev to look at this shortly.
From what I know, the agent is actually working, it's just the status that is not being changed.

We're looking into it.

[mxmckeon]

It looks that way, as the hearbeat and ping data is available.

[mxmckeon]

Received this email: "This agent has become inactive, no longer communicating since 2024-02-11 18:08:29." I tried rebooting last night but the agent shows no activity as of this morning.

[mxmckeon]

Heartbeat is back, but not ping data. And it says it was restarted 3 days ago, which is incorrect, as I restarted it every morning.

[OutagesIO_Support]

I think it's best to wait until we ship the replacements out.
We've been working on this non-stop since this problem was reported but when we rush the work, mistakes can be made so we're testing as extensively as possible before shipping.

In the meantime, if rebooting doesn't seem to work, we'll be happy to refund you what ever time was lost since you're had this one once we ship.

We thought it might be today but it looks like another day or two if things go well. Just can't take a chance of sending out problem devices again.

We hope you understand and appreciate your patience.

[mxmckeon]

No worries. Just trying to keep you up to date.

[OutagesIO_Support]

It's appreciated, thanks for doing that.
We try hard to test everything we do but sometimes, we simply cannot know all of the varients until things are working out in the field.
Too bad AI can't help us with that :).

[OutagesIO_Support]

It's going to take a little longer than we've hoped. It's been extremely difficult to get useful information from the manufacturer with the one remaining problem we need to solve.

You can either send it back and we'll refund you fully or hang in there and we'll solve this and get a new unit to you asap.

[mxmckeon]

I’ll wait.

[OutagesIO_Support]

Ok, thanks for your patience. We're getting closer, we know what the problem is, just trying to find a way to solve it and test it to make sure that the agents will be highly reliable like our 100Mbps ones are.

[mxmckeon]

If you can't find a way to solve it, I'm willing to exchange for a 100Mbps.

[OutagesIO_Support]

Sure we can do that and refund you the difference of course.

I don't think we won't be able to solve it, it's just taking longer than expected.

We need to make sure that when these devices are shipped out, they are rock solid and that we can send them updates, reboots, and things like that to prevent what's happening now.

If you find it's taking too long at some point, just let us know and we'll get a replacement going for you asap.

[OutagesIO_Support]

We've had a solid build since yesterday. If testing continues well tomorrow, we'll be shipping first thing next week.

[OutagesIO_Support]

At this point, we'll be shipping replacements as of Monday.

We've repeatedly tested every possible thing we could and feel confident that these should be reliable.

The caveat is, we've been trying to hurry and it's always possible we missed something small. As long as we can send them updates, we should be able to solve any issues.

Thank you for your patience.

[OutagesIO_Support]

Hi,

Did you get your replacement yet? We shipped replacements using high priority.

[mxmckeon]

No, nothing yet.

[OutagesIO_Support]

That's odd, they went out priority.
Let me find the tracking and go from there.