Information and Support

Hi There,

We have been using an agent (131152) installed on a server within our DMZ to monitor for any internet drops. - We have notifications set up to fire off an email for any outage longer than 3 seconds. - We receive these occasionally, and also we see on the dashboard that there are brief periods of disconnection. We cannot however corroborate that internally...We can't see any of our services interrupted during those times and everything appears to continue to operate as usual. I was hoping to get some clarification on how Outages.Io is detecting these drops, and what, if anything could show false positives etc?
Don't get me wrong I'm glad Outages.Io is sensitive! but we also need to be able to rely on the information it generates as evidence in some cases, so understanding how accurate it is would be helpful too.

Thanks :)

MHI

Hi there,

Cool thanks, would be useful for our finance accounts to have. Paypal subs should be enough :)

Thanks for all your assistance!

Hi, Yes I can confirm that only the responding agent is of concern to us now. The other 3 have been removed now (presumably due to inactivity) and we have purchaced a licence for active agent. Thank you for your assistance. - In the end we could not find the firewall rule/setting causing the original problem but re-installed the agent on a server in the DMZ and all is working well now.

One last thing...are Outages.Io able provide invoicing for the licence payments?

Thank you

Are you able to confirm that the agent is communicating as expected now? - Thank you for all your assistance

"Agent communications
2024-10-08 12:47:03: Agent is sending updated hops to OutagesIO!"

I think we are good!

Hi There,

So I've created as few more agents and attempted to install on various servers of various builds, Raspberry Pi, Ubuntu, etc. I also created an agent (ID: 131152) (LAN IP 10.10.1.90) on an windows server 2012 SFTP server and this one appears to be working!

I see the banner at the top of the prestaging dash stating
"Your agent is set up correctly, and ready for upgrade to all features.
Enjoy the free basic reports in the meantime."

I'm going to leave it running for a bit to make sure we get the pretty pie chart with the hops.

AV firewall config should be unchanged from where the last windows agent was installed and nothing else has changed on the corporate firewall. I'm assuming that since this is a server we use to accept data transfers from external clients that it would have more network protection, not less. Will post the tracert now.

Tracing route to 66.85.130.3 over a maximum of 30 hops

1 1 ms <1 ms <1 ms 10.10.1.1
2 6 ms 7 ms 14 ms 83.98.55.73
3 4 ms 4 ms 4 ms ae20-10.lon-north-core.network.aspirets.com [83.
98.55.140]
4 4 ms 4 ms 4 ms et0-0-48.lon-west-core1.network.aspirets.com [5.
22.136.157]
5 4 ms 5 ms 5 ms 5-22-136-159.host.as51043.net [5.22.136.159]
6 5 ms 4 ms 4 ms ldn-b3-link.ip.twelve99.net [62.115.37.168]
7 5 ms 5 ms 6 ms ldn-bb2-link.ip.twelve99.net [62.115.122.180]
8 * * * Request timed out.
9 79 ms 79 ms 78 ms ash-bb2-link.ip.twelve99.net [62.115.136.201]
10 89 ms 90 ms 90 ms atl-b24-link.ip.twelve99.net [62.115.125.128]
11 110 ms 116 ms 110 ms dls-bb2-link.ip.twelve99.net [62.115.116.212]
12 129 ms 129 ms 129 ms phx-b6-link.ip.twelve99.net [62.115.125.55]
13 129 ms 130 ms 130 ms 80.239.194.110
14 129 ms 129 ms 128 ms eth.14.2.cr2.phx0.phoenixnap.com [108.170.0.37]

15 129 ms 138 ms 129 ms 10.220.25.20
16 128 ms 131 ms 128 ms 66.85.130.3
17 129 ms 129 ms 129 ms 66.85.130.3

Trace complete.

Thanks!

Tracing route to tpw.outagesio.com [66.85.130.3]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms firewall.bascom.local [10.7.1.1]
2 3 ms 2 ms 3 ms 156.67.241.1
3 8 ms 9 ms 7 ms 172.30.2.62
4 8 ms 8 ms 8 ms 172.30.1.229
5 8 ms 7 ms 6 ms 172.30.1.246
6 * 6 ms 7 ms 172.30.1.253
7 11 ms 10 ms 11 ms 172.30.1.54
8 9 ms 7 ms 7 ms 172.30.2.43
9 8 ms 11 ms 7 ms 195.66.244.191
10 * 131 ms 131 ms ae16.cs1.man1.uk.eth.zayo.com [64.125.21.158]
11 * * * Request timed out.
12 * * * Request timed out.
13 * * 133 ms ae23.cs3.iad93.us.eth.zayo.com [64.125.28.189]
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 132 ms 131 ms 131 ms ae21.mpr3.phx2.us.zip.zayo.com [64.125.25.255]
18 130 ms 131 ms 131 ms 208.185.171.102.IPYX-149806-001-ZYO.zip.zayo.com [208.185.171.102]
19 131 ms 130 ms 131 ms eth.14.2.cr1.phx0.phoenixnap.com [108.170.0.21]
20 * * * Request timed out.
21 131 ms 131 ms 131 ms 66.85.130.3
22 131 ms 134 ms 132 ms 66.85.130.3

Trace complete.

Is this what you would expect an Agent installed client to receive in this case?

Here's one to "Outages.io" but I don't know if that is the correct FQDN

Tracing route to outages.io [66.85.131.181]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms firewall.bascom.local [10.7.1.1]
2 3 ms 2 ms 1 ms 156.67.241.1
3 7 ms 7 ms 6 ms 172.30.2.62
4 7 ms 7 ms 7 ms 172.30.1.229
5 8 ms 7 ms 8 ms 172.30.1.246
6 * * * Request timed out.
7 10 ms 10 ms 10 ms 172.30.1.54
8 7 ms 6 ms 9 ms 172.30.2.43
9 7 ms 9 ms 7 ms 195.66.244.191
10 131 ms 130 ms 131 ms ae16.cs1.man1.uk.eth.zayo.com [64.125.21.158]
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.

We have allowed ICMP on all outbound connections and have observed response packets being given the same treatment upon return.

Here's a tracert to google's dns from the same server as the OutagesIo Agent is installed on VIA our company firewall on 10.7.1.1.

1 1 ms <1 ms <1 ms firewall.bascom.local [10.7.1.1]
2 3 ms 1 ms 2 ms 156.67.241.1
3 6 ms 5 ms 5 ms 172.30.2.62
4 6 ms 5 ms 5 ms 172.30.1.226
5 6 ms 4 ms 5 ms 172.30.1.102
6 6 ms 5 ms 5 ms 172.30.1.100
7 5 ms 5 ms 5 ms 172.30.2.20
8 5 ms 4 ms 6 ms 142.250.162.12
9 6 ms 6 ms 6 ms 74.125.253.31
10 7 ms 7 ms 6 ms 216.239.63.219
11 5 ms 6 ms 5 ms dns.google [8.8.8.8]

Can you provide the externa IP of one of your reporting servers so I can test in the same way please?

Thank you :)

Thank you, will raise the firewall changes to allow ICMP (any/any) on corporate firewall and hopefully post here when hops are showing on the agent dash :)

@SBK said in Which ports to open on firewall to allow Agent to communicate?:

This is because your agent is not sending hops and this is due to blocked ICMP, which is weird since Pings are coming in

Yeah, my thoughts exactly. ICMP is open (any/any) on windows firewall on the server the agent is installed on. I am in the process of making sure ICMP is allowed on our organisational firewall. Looking at manufacturer docs it appears that in most cases the ICMP message service responses (ICMP_ECHO, ICMP_TIMESTAMP etc.) are dropped unless there is a policy that specifically allows them.

Hi SBK,

Thanks for your response.

Our agent is returning the "Heartbeat/Status" and the "PING" results after restarting last night, but we still have the banner preventing us from licensing the agent and can't see any data under: "Breakdown of Internet problems" or "When Internet was down"

Thanks :)

Hi Support,

Thanks for your response,

Agent ID: 131106

Our company firewall is a Fortigate FG F-100. I'm going to double check that ICMP is allowed on this device as your response makes it seem like the only possible blocker at this point :D

Thanks,

J

Hi I have installed an Outages.Io agent on a company server.

The ICMP rules have been enabled on windows firewall but I am still not getting confirmation of a successful heartbeat with the Outages.Io servers based on what I can see in the product dashboard.

I am assuming it's due to our company firewall.

Does anyone know which ports to open/the external IP Outages.Io is trying to reach so I can open/whitelist?

Thanks,

J