Information and Support

ISPtracker_Support

@jcorrigan If you want to mail it in, at the very least, we could check it and confirm or see if it is actually working.

Mailing address is 697 6th St, suite 221, Prescott, Arizona. USA. 86301. Please be sure to send us the tracking number if you do send it so we can watch for it. We are curious also.

Just to be sure, it needs at minimum a 1amp USB power supply and there should not be anything connected to the USB port. I'm sure you adhere to these but just wanting to confirm for you.

And yes, I'd also like to know what you mean by you restored it? If you mean you used the reset button or something, it could be that it's been left in some unusual state from doing that.

SBK

@jcorrigan said in HW agents: one Abandoned, one fried and needs to be replaced:

I restored it to the original configuration and it's still dead

Can you please explain what you meant with that?

ISPtracker_Support

@jcorrigan
Is it possible to add a HW agent to an existing account, or do I have to set up a new account? Because this is maddening.

The problem is you are not using the correct menu items. Yes, you can order another agent and add it into your existing account.

To upgrade an agent that you already have installed and running;
Go to 'Available packages' for the agent you want to upgrade. Then select 'Upgrade your reports now!' and follow the Paypal prompts.

To purchase a hardware agent;
Got to 'Available packages' and click on the option 'HW agents + Extended reports packages' and that will take you to the www.isptracker.com site where you can order that.

Or, go directly to the site and order from here;
https://www.isptracker.com/home-small-business-pricing/

Once you've ordered, we manually create the agent and ship it. You'll receive an email with activation details. Simply log into your app.isptracker.com account at that point, get the hw agent up and running, then use the 'Activate hardware agent' option and follow the prompts to enter the two numbers that were sent in the email. That will instantly assign the new agent to your account.

Again, make sure the agent is up and running on your end before activating it.

Hope this helps. Let me know if you have any questions.

SBK

@jcorrigan said in HW agents: one Abandoned, one fried and needs to be replaced:

I have power cycled the device and connected it directly to the Verizon modem/router. Let me know if you can see it.

Nope
The agent is not seeing anything outside your network so far.
Can you confirm if it was able to get an IP address at least?

SBK

@jcorrigan said in HW agents: one Abandoned, one fried and needs to be replaced:

I choose "Monthly."

When you click on "monthly" you are choosing to pay a monthly fee for the extended report: that is NOT the option to buy a new HW agent.

That is the reason why you are "looping around" the pages

You have to look a little below

ISPtracker_Support

We've looked at the logic deeply and cannot find anything that gets a 501/504 error.

The only thing we notice is you might be trying to buy a subscription from our www.isptracker.com site instead of from within that app.isptracker.com site. You cannot upgrade agents for subs on www, only on the app site.

Just go to the agent you want to upgrade then go to Available packages and click on "Upgrade your reports now!".

To buy another hardware agent, in that case, go to www.isptracker.com, or go to https://www.isptracker.com/home-small-business-pricing/ then select the agent you'd like to buy, agent only or bundle and in different speeds.

Hope this helps.

ISPtracker_Support

@jcorrigan If power cycling leads to only a white light, this seems to imply that the agent is not able to get a DHCP IP from the upstream.

After about two minutes (or so), a correctly working agent would start flashing the third LED on the opposite end every few seconds. To me, this means it is not on the network yet.

The network traffic you're seeing is likely the agent trying to get an IP but it cannot for some reason.

Suggestion, connect it to the router/firewall directly, the device that is handing out IPs to see if that solves it as a first step.

ISPtracker_Support

@jcorrigan I'll handle the Paypal part.

I-BWCKCW13N16S = 131016
I-TYSSEB11JYNF = 131019
I-DYGDD6K654FB = 131017

So to confirm, we have cancelled the 131019 subscription.

SBK

Hi Jim,
the agent with ID 131017 seems to not be able to communicate with our network so let's try one step at a time

power it off completely (unplug it for the power) and leave it off for 1 min and then power it on again
I will check if the agent is able to reach our network and from there we can see what is stopping it from working

ISPtracker_Support

Clarification. Where do you get the 501, from the application site and 'Available Packages' or from the www.isptracker.com site purchase page?

Information and Support

Global Moderators

Posts

Member List