Hi, It is always possible there is a bug. Microsoft is constantly updating things. We have two options if this happens again. 1: We can send you a special logging version where once you see the problem, you could send us the log. (preferred) 2: We can have a Windows developer remotely access your PC to do a little testing and hopefully find the problem. Please let us know if this is still happening and we'll send you a logging version where you can send us the log when this happens again. Thank you for taking the time to report anything you feel could be wrong so we can have an opportunity to fix it.

Hi, This links shows many of the various features that the different levels have. There are only three levels, free Community, Extended reports and then Enterprise level for companies managing dozens, hundreds and even thousands of locations/connections. https://www.outagesio.com/benefits-of-internet-monitoring-tools-to-troubleshoot-outage/ In terms of pricing, we offer the hardware agent, a one time purchase which can be used with the free Community or paid Extended reports. The only pricing differences are that we offer bundles. https://www.outagesio.com/internet-monitoring-software-and-hardware-with-outage-alerts/ Hope this helps.

We've fixed the help text problem and I believe the download image problem was also fixed. The problem with the browser is not something on our end. I shared a link showing what the problem is. We always consider that problems are possible and hope that members report them as you have so we thank you for that. We've fixed it, can you check.

Just talked with one of the site devs and they tell me this is the issue. Fix Chrome and Microsoft Edge’s ‘Status_Access_Violation’ Error I didn't look closely enough and thought it was something we've addressed before.

Hi, When it cannot install, it will usually always pop up an error log or error. Do you have any screen shots or anything that could help us? As for win7, it runs on Win7 64bit only, not 32bit and the OS must have at minimum service pack one installed. I believe the installer will handle the rest if needed.

Hi, Sorry for the delay. I had not ticked on being notified about additional comments on this post. It's called Echo Networks service.

First, enabling DDNS in your agent dashboard is a way to reach something on your network without having to remember the IP. For example, if you had a security camera at home and didn't want to look up the IP all the time, you would set the DDNS on your agent to a name. In this case, mylan.dnspoints.com. The dnspoints.com is simply a left over domain from something else we worked on which we use to give members an easy to remember word. Next time you wanted to reach your camera, you would enter mylan.dnspoints.com into your app/browser and would not have to remember any IP even if it changed. Second, the DNS server built into your router can be used if your ISP's dns server goes down. You could configure the agent's LAN IP as another DNS server in your router or on your PC. Most people have their routers handing out DHCP IPs so that is probably where it should be put. You won't reach anything by trying to visit the agent as it does not respond to anything in terms of trying to see something with a browser. There is no service other than the DNS service.

@DeanONH: We need to be able to download all collected data in the form usable by MS Excel. I suggest comma delimited format. I believe that someone is going to respond to an email that you sent about this. This is important to us as well and recently became a higher priority.

I'll check. Maybe the fix was not sent to production yesterday if they were working on other things.

Hi James, I have a new hardware agent which I received last week and it's failed to remain running for more than about 10 minutes. I plugged it in and created an agent on the website, successfully communicating with it and setting it up. Hardware agents are pre-created and waiting for you to activate it once you receive it. When you install or 'create' software agents, you are prompted to pick the operating system version. The installer eventually prompts you to enter your login credentials so that it can find out which account to assign your new agent to. You mention showing 'continue installation' would be a software agent and unrelated to your hardware agent. When you first create a software agent, it shows in 'Created' status with 'complete installation'. Those are removed 24hrs later so as not to confuse members. Now let's look at the hardware agent. When your hardware agent was prepared and ready to ship, an email containing the word 'Activation' would have been sent to you. That email contains all of the information you need to know how to connect your agent and activate it into your account. I think you are missing this email as it explains how to get it up and running and activated into your account. Without this information, you might end up going down the path you have. Reset does not do anything on the agents, we disable them because people have trashed their agents by pressing buttons without knowing what they mean. Since you see a single solid LED on, it means the agent is running as it should be, it's just waiting to be activated into your account. Let's see if we can take care of that first then we can try to solve what's going on with any software agents you might have created. First, can you post the agent ID of the hardware please. There is a white sticker on the side of the hardware agent, please share that number.

Hi, Let's start with some basic things. First, near the top of the starter_linux_ocp.sh script, is the version number 1.0.3? Second, did you set the 'start' path in the script? It's on the 7th line I believe. start="/xxx" (set the path where you want to have the agent downloaded to and running from). Let's start with that.

Hi James, It turns you the agent ID you gave earlier was in fact a software agent that you had installed and not the hardware agent that you ordered along with extended. Therefore, the update was done on your software agent and not your hardware agent. We see that you activated the hardware agent before putting it online as the instructions explain which actually lead to our understanding that we need to add a little more logic into the activation process to prevent this. Once you connect your new hardware agent, all will be fine and its reports will be in Extended mode. Apologies for any confusion but it lead to something good at least.

Hi, After spending quite a bit of time on this yesterday, we think this is something we have to dig into deeper. We ran some tests, have some results that seem to imply there is something that is not quite right and this means needing to do some longer term testing. What's happening is something like this. The two conditions that can trigger a full speed test are if the agent thinks something has changed or where there is an outage. The agent has a built in algorithm that triggers speed testing when certain conditions arise. For example, it does some ongoing tests to determine if there are any slowdowns or latency from averages that it's built up from the time where you start the service. These conditions aren't outages but we think the agent may be doing the above tests and sending those as outages based speed tests. Where there is an outage, the agent sets itself up to do a speed test as soon as it can reach the Internet again. This means there is going to be a delay between the time that the outage started and when the speed test was able to start and complete. Trying to correlate the two have been challenging because we have to determine if the agent went inactive, disconnected or if there was in fact an outage. By the time the speed test is send to the database and shown in your graph, the times would not align. There is no way to know with 100% certainty which speed test and which outage happened at the same time. The agent could have also seen a short outage or disconnection during that time and triggered another short test or full speed test. We have talked about this in the past and have yet to find a solution that would be 100% accurate. When reports are in Extended mode, you also gain the historical menu which you can look through to correlate some of this data but it's a manual process at the moment. We don't want to automate correlations until we are 110% sure when events are related. The point is, it's something we have planned to write some test code for today so that we can monitor but it'll be a while before we can definitely know more and much data has to be collected. We have put this post in the issue so we know to update it when we have more information. We appreciate your bringing it up and if the above doesn't help, feel free to ask what ever you need and I'll try to simplify it so that you can find more value in your current reports.

Hi, We are constantly working on the services and every now and then, are not aware that something broke. I've passed this on to the developers who tell me this will be fixed in a few minutes. Thank you very much for taking the time to tell us.

Thank you for letting us know that things are better now. Let us know if you need anything else.

Hi, I created your own post so it does not get lost in the other persons post.

Hi, Yes, you are right, this is a bug and is getting fixed right this moment. Thank you very much for letting us know. Feel free to ask anything you need about the service and we'll be happy to help.

it could mean a hardware/signal problem somewhere" So that must extend to any issues effecting an individual residence - right? Yes, correct. It could be the modem/WiFi device at the customer location and/or it could be with the provider. There is no way to know when it comes to signal problems because only the provider controls their own network and they do not share this kind of information. So an outage must then be something that effects multiple customers for a provider. Not always but if you were to eliminate signal levels at your location and still see either no connectivity or outages, then chances are others in your area are also affected. If you were to motivate one or two others in your area to use OutagesIO, then you could more easily confirm these things. For example, if you are watching the map at the time of a problem, you would see other agents in your area also going into an 'Inactive' state. If there was an outage then it is likely that your location and your neighbors would show a matching outage and/or date/time, hop, IP, even the provider name if you are all using the same provider. How does the app know when its an actual outage? The app part are the reports that you're looking at when you log into app.outagesio.com. The agent is what is monitoring the Internet connection. It is purely IP based monitoring. In the simplest description, it maintains a constant ongoing connection to one of our networks using standard port 80. If something becomes inaccessible from source (the agent location) to destination (one of our networks), it immediately starts running a series of IP based tests to confirm that there is a hop down somewhere. When you see Inactive, it does not mean an outage, it is simply a notice that your agent is no longer able to communicate with our network. IF there is an outage and you did not restart the agent, it will send that report once it is able to communicate again. If you keep seeing Inactive but you are not seeing outages, it means the problem is not purely IP based, it could be any number of things. Knowing a bit about the kind of network the provider is using, coax, DSL, Wisp can help to narrow the possibilities. Getting others in your area to also monitor can give a much clearer picture of what is going on in your area. If I want to see when I have outages even if they effect just me do I need to either watch the heartbeat for blips or better yet turn on the email alerts to know when the heartbeat issues happen? Is there a better way? The heartbeat does nothing but let you know the agent is communicating. We just wanted something easy to visualize so that members could clearly tell when their agent was communicating. The heartbeat simply means that the agent is communicating every 15/20 seconds or so. You cannot determine anything by the heartbeat other than the agent is currently communicating or not. In the basic reports, the options are to receive an email for any Inactive condition. It is just a way to get your attention so that you can come to the dashboard and see what is going on. Again, if you see inactives without outages, you are likely not experiencing outages. Having said that, I am talking about the majority of consumers that have fairly standard setup, not multiple switches, multiple routers and other things that could throw the algorithm off. In most cases, it's pretty accurate. In your case,it seems that the provider controls your modem, changing its private IP fairly regularly. Maybe that is indicative of some problems in your area too. I hope this helps you, it's a lot of information :).