No Data: Outages & Avg Time, Network Stats, Speed Test Results, Network Stats

[kf6pve]

Hi Support,

I've had my hardware & extended agent running for a couple of weeks now. I am not seeing data / information filled out in the following charts:

Outages & Outages Avg. Time, Network Stats

The heartbeat, speed test results, and pings section are working just fine.

I am wondering if:

• I haven't set up my device / account correctly

• OR, I just haven't had any outages for the device to detect yet?

Hopefully it's the latter which is really a good problem to have.

Also one comment about the ping section and labelling of the vertical axis on the graph. I'm assuming the axis is time in milliseconds rather than the number/quantity of ping requests sent. I find the chart a bit confusing but then again, I've been using/capturing pings for a long time.

Thanks,

-B

[OutagesIO_Support]

Hi, can you share the agent ID and I'll look at it before commenting.

Chances are that the connection has not suffered any outages. Keep in mind this no IP outages does not imply that everything is perfect if you are still seeing disconnections now and then which I'll explain once I've looked at your agent.

[kf6pve]

Hi and thanks for responding.

My agent ID is: 126964

FYI I am not having any performance or outages that I have been able to detect since I installed the device.

So, maybe no problems is a good thing; I want to make sure my device is working correctly.

Thanks,

-B

[OutagesIO_Support]

Hi,

I looked at your reports and looked at the raw data coming in.

I don't see anything that implies a problem so to be, the connection being monitored is in good shape.

The agent is sending hops and pings which means that if there is an IP related outage, it will definitely log it.

The nice thing about the hardware agents is that they are out of sight, out of mind until you need them. There is nothing worse than not having any information about problems after the fact and trying to prove it to a provider.

I hope this explains things a little bit and you're right, all looks good. I don't see any issues. Just keep in mind that if you start seeing inactive or disconnected statuses without outage events, it means something else is not working but it's not IP outages.

[kf6pve]

Thanks for checking and appreciate your help.

[OutagesIO_Support]

You're welcome. When you do see some outages and if you're not clear on something, please let us know and we'll explain.

[OutagesIO_Support]

@kf6pve:

Thanks for checking and appreciate your help.

Hi, I've not seen an update from you so I decided to check and I see that your connection is now showing a lot of outages and all of the stats you were asking about. Please keep in mind that nothing will show up until there are verifiable problems to fill in those graphs.

From what I can see now, most of the problems are with the provider, around 7am and 5:30pm are your peak trouble times. Your speed tests show that speeds are pretty average in terms of a baseline. I hope this is now helping you to better understand what is happening with your connection.

Notice that there is a date range as well. If you've not had any problems in the past day or week for example, some graphs won't show anything until you extended the range.

Keep in mind that you can click on the 'About this page' where ever you see that for help with that particular page any time you see it.

Let us know if you have any questions.