Information and Support

What is the ratio of software agents vs hardware agents currently ?

I have 23 endpoints online right now and only 5 are reported active on your portal. One endpoint is running latest version of your client but is reported disconnected from outages.io portal. And it's not a connectivity issues because I can ping tpw.outages.io from those endpoints.

I'm getting tired of this. I've spent so many hours troubleshooting your software and you're not even able to follow properly on the issues. I was already using v1.77 with logging enabled and it is still sometimes crashing. I sent you the logs, you said you identified the issue and now you're telling me it was fixed in v1.75 ! This is a complete non-sense, I sent you logs of your app crashing from v1.77 !!!

My agents are on v1.76 and yes problem is still happening. I sent you the logs and all, you said the dev identified the problem. Then no news. Just read again the messages in this thread because you seem lost.

That doesn't make sense, you said the dev identified the problem and was doing some tests on January 15, so after v1.77 was released.

Hello

Have you been able to find a fix ?

I'm glad you found the cause of the issue. I'll wait for you to release another update.

No problem, I understand all of this.

I am not interested by the hardware agent because :

1. delivery in our countries and each center will be very complicated to manage
2. adding hardware in the existing computer rooms will look like additional complexity for the people working there who are afraid of touching digital equipment
3. I like to have the agent on the server because there is sometimes a problem with the network cable of that server and your tool enables me to detect it.

Ok it's good you identified the bug and working on a fix. Hope we'll get to a stable agent at some point.

FYI for other tool that require an agent (Action1 or Itarian for example), I can directly download a customize agent from their website and my credentials are embedded in the installer. I just need to execute it and there is no need to input any credentials during installation or after, and the agents are self-updating.

I understand you don't have this use case now and you don't want to spend time on it, but just to let you know it became quite an industry standard nowadays.

One more thing, it's very time consuming to update the agents because for each server I need to uninstall the current agent, get new keys from the portal and then install the new agent. Would it be possible to make it more simple ?

Ok, I'll wait for an updated version

I can try that and also share system logs but I would like some guidance (what to export, do I need to put any filter, what to configure with the process monitoring tool, etc)

Also, the process is not crashing or anything, I can see OtmWinClient.exe running. It just need to be restarted to report again. The problem is occurring less frequently than with the previous version of the agent for sure, but it is still happening sometimes.

I don't know if that will help but here are the logs right after I restarted the agent : link removed

Just noticed that same agent is not reporting again despite the service being running :

Log files just after I stop the agent : link removed

And the agent reported again active on the portal after I start it.

I don't think something is blocking it on the network, it's a very basic setup.

It really looks like the problem is coming from the agent as it started reporting as soon as I restarted the agent.

Today I noticed agent 129006 was online in my tools but it was reporting disconnected from outages.io portal.

I stopped the service, copied the log files.
After restarting the service, the agent is showing online again on your portal.

I looked at the logs and I can access the IP address the agent is trying to connect to from the host so it is not a connectivity issue :

Let me know if you find something interesting.

Hello

I deployed the new Agent only on one server, but I haven't seen the problem again.

What is the difference between v1.76 I am using now and v1.77 ?

Sorry, I'm registered with an admin email and I don't check it frequently. I've just replied to you :)

Adding agents 129004 and 129038 to this list.

Yes I think giving me a agent with verbose logs enabled is a good idea, I can deploy that on a few servers.

Yes I understand it's difficult for you to troubleshoot.

I can already confirm to you that these agents are running into this problem :

129390
129006
129247
129417
129793

I'm willing to do more troubleshooting but I have no clue what to do.

All I can tell is the agent is running, the communication to your servers is working but it's reported disconnected on the portal.