Information and Support

ISPtracker_Support

Hi,

I'm sorry for the long delay. We finally found the issue with why emails were not always being sent out by these forums.

The display appears to be connected to the Internet correctly. We can tell because it is successfully reaching both DNS servers and has also received messages such as a completed a speed test showing about 44 Mbps download and 41 Mbps upload.

The red gateway warning is most likely a false alarm caused by how the display checks the gateway. The display tries to make a connection to the gateway using a few common network services. The Eero or TP-Link gateway may simply not allow those particular connections, even though it is otherwise working perfectly.

So this does not appear to mean the gateway or Internet connection is actually down. It is more likely that this particular network setup doesn't respond to the type of gateway test the display currently uses.

We could adjust how the display performs that test so it handles networks like this correctly but I'm not sure how we would get an update to you and this device has already been discontinued for a much improved version.

The display is working if you can live without it being able to determine your gateway.

The important question is whether the Eero is in bridge mode or router mode. That determines whether the display sees the Eero or the TP-Link as its default gateway.

ISPtracker_Support

Does everything look ok now?

ISPtracker_Support

Your SW one 131016 is up to date which is why you're not seeing an update option. It updates automatically. If you see something that says you should update, in your dashboard, not the banner on login, please share that so we can remove the confusion.

Also, both your agents should be fine now. We did find a problem that was causing the rebooting and think we've solved it but please let us know if it happens again. Keep in mind that your hardware agent will reboot once per evening so you might see Rebooting for a short while.

Waiting for your response.

ISPtracker_Support

Hi,

Sorry for the late reply. For some reason, we're not always getting the notifications of posts. The problem persists.

My quick analysis is that the ISP is using something like CGNAT but I'm not sure. The reason I think that is because the display can still see the DNS servers and is receiving messages.

Can you let us know how the device is connected. Meaning, is it connected to your own wierless router/firewall and that is then connected to your providers router/modem?

ISPtracker_Support

Hi,

Sorry for not responding sooner. There was a big data center outage the other day and it left a lot of things broken. We were not even aware these forums were not online until a short while ago. We've since gotten them back online of course so can now reply.

Can you provide the SW agent ID please so I can look into it. Once I see it, I can better advise how to handle it. We recently removed the update option because all of the new versions auto update so there is obviously a flow issue in this case that needs to be looked at.

Looking at the other ID you gave, we are seeing this problem as well. Your agent should be fine now, we've reset it and it shows active. This does not solve the issue which is something we are digging into in the background.

ISPtracker_Support

Ok well, I'll close this now. Thanks for contacting us so we could make it right.

SBK

@kdowney thank you for bringing this issue!
There was a wrong check on the NANP (North American Numbering Plan) that allowed you to put the number correctly starting with +1 but allowing also to add dashes "-" which are not accepted for SMS management
Fixed!

SBK

@kdowney Can you tell from which date you noticed a "weird" behavior
I need it to double check our logs and be sure of what I am seeing

ISPtracker_Support

BTW, I gave you 30 days free anyhow so you can at least get an idea of the value. Extended offers an awful lot of features.

You can also pick the monthly rate and only upgrade certain agents, and you can manage up to 10 agents/locations I believe it is.

Let me know if all is well now.

Regards

ISPtracker_Support

Yes, it is per agent.

Unfortunately, there are costs in offering this service yet we keep our prices as low as possible.

Imagine as you keep adding agents, each of those is generating lots of data for you, which has to be stored and manipulated to give you honest results.
On the back end, people are constantly improving the service which also costs. We could not keep up if you had dozens and only one fee. Hope you understand.

That said, you can also use it at no cost if you don't need all the bells and whistles.

You can cancel using Paypal or give me the subscription ID and I can do it for you.

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