Information and Support

johnmeyer

For the past week my Speed Tests have been showing multiple latencies - to the point that any of my occasional brief outages don't usually appear in the last 50 events.

Now, as of 3:32 pm today, Pacific Time, my service - my reports- stopped. I believe my service is supposed to be active until later in May.

Can you tell me what all the sudden latencies suggest
And why my dashboard stopped this afternoon?

Thank you.

johnmeyer

@OutagesIO_Support
Cox cable worked at the street level and removed some splitters and replaced a few cables in our house. The brief disconnects have dropped from 18 to a consistent 4 a day. Have no idea why 4 remain and am still monitoring but we can live with 4 a day and would rather do that than have techs climbing through the house again.
My computer has been left on consistently for monitoring. Please let me know if can draw any conclusions at your end - I'd appreciate it.

johnmeyer

Thanks.

My desktop is fairly old and the card is 100mps - which explains the slower speed on that computer. I do all my work, etc on my wireless tablets and phones which are newer.

The desktop is cabled, with a new cable, to the 1 gig port in my new router which is AX3000, about a year old, high end

I have two optional cox cable leads to the modem (also new and also mine) and the results are the same with either cable. The last Cox tech out told me each of the cables to the modem are receiving 1,024

When you say the speed test is being triggered by disconnections, then that means all those black bars represent disconnections, no?

thanks

johnmeyer

@johnmeyer said in Frequent brief disconnects:

My disconnects have gotten worse. I have to get the cable tech out. Before he comes, I'd like to understand something:
My graph of speed tests for the last 50 attempts, between 4 am and 11 am, show over 40 outages.
Since the computer that is running your software is connected directly to the cable, being plugged into the back of the router, and is not running wirelessly, doesn't this graph alone prove that the problem is not in the router but in the cable?
Thanks.

johnmeyer

My disconnects have gotten worse. I have to get the cable tech out. Before he comes, I'd like to understand something:

My graph of speed tests for the last 50 attempts, between 4 am and 11 am, show over 40 outages.
Since the computer that is running your software is connected directly to the cable, being plugged into the back of the router, and is not running wirelessly, doesn't this graph alone prove that the problem is not in the router but in the cable?

Thanks.

johnmeyer

@outagesio_support
Yeah, I realized that after I sent it because I don't even have to be logged in at all for it to still be sending pings.

You mentioned something several posts back about my maybe having to enter some firewall command(s) manually. Can we try that? How difficult is it to do and are there any potential risks?

johnmeyer

I'm now logged into my agent on both Firefox and Chrome.

is that making any difference
is it okay to be logged in from more than one browser or not?

johnmeyer

@johnmeyer

Could it possibly be the browser (Firefox) that I'm running the agent from?

Can I simultaneously log in from Chrome to test this - or can I only be logged in from one browser at a time?

johnmeyer

@outagesio_support
Thanks

johnmeyer

@outagesio_support
I verified that I am running as administrator and my Norton 360 does not appear to be blocking.

johnmeyer

Somehow, after several more tries, I got the agent running again.
I also reran the command:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\John>tracert tpw.outages.io

Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2

Trace complete.

C:\Users\John>

johnmeyer

C:\Users\John>tracert tpw.outages.io

Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2

Trace complete.

C:\Users\John>

johnmeyer

My accounted now shows "Disconnected"!!!

johnmeyer

C:\Users\John>tracert tpw.outages.io

Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2

Trace complete.

C:\Users\John>

johnmeyer

Wow.
I followed your advice and uninstalled and reinstalled and now I've got an inactive account since doing so.
I have wasted enough time now - over an hour - and have to go get my mind off this because right now I am truly frustrated.
I have absolutely no idea what I am dealing with with this program nor what I have learned, if anything, since installing it.
And now I'm told my paid account is inactive.
I'm gone!!

johnmeyer

I uninstalled old version and reinstalle.
Now when I go to Dashboard I get "agent is inactive".

I have to tell you...... this is pretty frustrating. I don't have the time for all of this.

How do I finally get this program up and running properly and determine the cause pf my consistent disconnects, without becoming a full time technician?

Sorry if I sound frustrated - but I am.

johnmeyer

@outagesio_support

how do I uninstall - with Windows uninstall feature?
how do I manually enter the firewall rule?
Can't I do that with current install?
Do we have any clue by now, at all, whether the cable company, my modem or my router is causing these disconnects.
I am going to have to get a cable tech out here because the disconnects are too frequent but I was hoping to have some sort of information so he can't just say, again, it must be my equipment

johnmeyer

@outagesio_support how do I uninstall?
And, after I uninstall, how can I then go to 'Manage' to reinstall.
Perhaps my Norton 360 is blocking something?

johnmeyer

We got dozens of disconnects last night after 11 pm

Seems worse at late night and early morning

johnmeyer

here is trace report:

C:\Users\John>tracert tpw.outages.io

Tracing route to tpw.outages.io [66.85.130.2]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms RT-AX3000-E7A0 [192.168.50.1]
2 23 ms 16 ms 8 ms 10.75.64.1
3 7 ms 8 ms 7 ms 100.120.104.48
4 15 ms 7 ms 8 ms 100.120.104.16
5 22 ms 18 ms 31 ms chnddsrj01-ae1.0.rd.ph.cox.net [68.1.5.211]
6 19 ms 18 ms 19 ms 100.120.164.139
7 20 ms 19 ms 18 ms wsip-70-166-210-195.ph.ph.cox.net [70.166.210.19
5]
8 20 ms 19 ms 20 ms eth.14.1.cr1.phx0.phoenixnap.com [108.170.0.9]
9 * 21 ms 27 ms 10.222.24.20
10 20 ms 19 ms 21 ms 66.85.130.2

Trace complete.

C:\Users\John>

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johnmeyer

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