Information and Support

Trashing us publicly for trying to help you doesn't make any sense. You told us you have had up to 30 agents running and said it was great that it's free. As an admin yourself, surely you can appreciate the complexity of this problem. Even as a free member, we are still committed to helping because we want to find and solve the problem. The problem is not widespread. If it was, we would be hearing about it a lot but we aren't. You are running 2016 servers and it's quite the task to have a single software that runs across all Windows versions. Losing track is easy because it's a very long thread, and we've made other updates in some of the releases. The dev told me it was fixed in 1.75 but the log you sent us was 1.77 so clearly there is simply something that got out of sync. If the agent is not working for you, we do not know why. I can tell you that the Windows dev has been working on yet another release to try and improve the fixes recently made but I don't know if that will solve why only some of your agents are not working right. I'll reach out again to try and find out what he meant by pointing out 1.75 as being fixed.

Thanks for clarifying. That method evolved because many members would never disable their emails when leaving the service and we found our domain getting blacklisted. At one point, we didn't have such a limitation so the network could end up sending hundreds upon hundreds of emails to a mail service. It didn't take long before we got blacklisted which affected any other members using the same mail services. Instead, we decided that since Inactive is something that someone should look into quickly if they are interested in such notifications, it made no sense to keep sending emails about the same thing. This also helped solve being blacklisted and affecting other members. Inactive notifications aren't outages, they aren't something the agent is able to detect, such as signal loss on coax and wireless based services. It's more of a notice that something is preventing the agent from communicating with the OutagesIO network. https://support.outagesio.com/topic/12/about-internet-outages-alerts-and-agent-statuses/1 Hope this helps.

@brendan-techdoz said in Ordered subscription for the wrong agent: 130090 Hi, Not a problem, the subscription was moved to the other agent for you. Thanks for using OutagesIO.

And now we see it Inactive. It it stays this way for 29+ minutes, it will then change to Disconnected status. Last communicated on 2023-02-09 13:02:30.

Hi, The agent service should automatically start and stop when the PC comes up or goes down. Have you looked at the service to make sure it's running? It's called Echo Networks Service. When you installed, you were sure to be doing so as Administrator?

Hi, When you order hardware from the main site, it doesn't show in the app site because the app site doesn't have the same paypal coding. The hardware agent is a one time purchase and can be used with either the free Community reports or Extended. If it's ordered as a bundle, the hardware and the reports are sold as a package deal from the main site. The hardware is manually prepared, shipped and then bundle time is then added to the agent ID. Once you activate the agent, the Extended reports will start. I'm not sure if this is helping to explain but if not, please add more information and we'll try to further explain.

Were you able to add another agent?

You're welcome. I forgot to allow you for posting, you're all set now without our having to moderate.

So our Windows dev did some digging and this is what we were told. I've found the reason for the crash this person experienced when installing. If the service fails to start because the Listen() call throws an exception then the exception handler calls Close() and Close() fails to check if the handle pointer is a null reference before using it. What I don't know is why we are not able to start a named pipe on that persons machine. I'll add the missing check to the library code but that won't cure the actual problem they had, so I'll investigate further on what might prevent use opening a named pipe on Windows 10 Pro. I've never seen that fail before. So I don't think we have a general issue here, more likely a restriction configured on that machine or possibly the name we use for the pipe is already being used.

No problem. There is a bit of a learning curve but not too much. We've tried to make it as automatic as possible but like all tools, it does take a little reading and learning to understand how to use it. The www.outagesio.com site is mainly just our marketing site, it's where search engines and folks searching for a service like ours can learn about us. This site is for support but also contains quite a lot of information from us and others who have posted similar questions that can help others. The app.outagesio.com site is the service itself. It's a 100% custom built service which is why all three of these things aren't all in one service. It simply wasn't possible. My suggestion is that if you have an agent installed at this point, just let it run for a while. Data will start showing up as problems occur. Once it does, review the pages help and if you need more clarification, just post here including some details (not personal) and we'll try to help.

Hi, I'm assuming you didn't notice the mention in the purchase page. These agents have 100Mbps ports so with our app running on it, it would max out below 100Mbps. The point of the speed test isn't really to see if you can max out the connection but to see if you have a usable amount of bandwidth. For example, even with a 100Mbps max, if you were seeing 5 or 10Mbps for example, you would know there is something really wrong. Hope this helps.

@dltwyman Hi Douglas, Was it a power outage or was it an "internet outage"? I ask since I cannot see anything else than a disconnection which, as stated, would not be IP related. Meaning, you would not see an outage The reason behind the inactive/disconnected alert is exactly to show other reason behind the "missing connectivity" which are not identified by the "usual" internet outage. In short, if the agent recognizes an IP outage, it will always log it assuming the software was not stopped or restarted in which case, the outage info it was tracking would be lost.

@achong99 said in Free Starter shows only 1 chart: 129679 Ok, I looked at this agent and everything seems ok. The only thing missing that we now think is a problem on the OutagesIO end is pings which aren't showing. We'll take a look tomorrow and try to find the problem and solve it. In terms of what you see, you won't see much until there are in fact problems with your Internet that the agent can pick up. There are help notes for each page on the site, just click on those to get additional information. Give it a few days and see if something starts showing up. Remind us here and we'll take a look with you as well.

Hi, Not much we can do about the buttons, it comes with the hardware. Most little devices like these have them, it's just a matter of programming. The activation email was sent on the day that the agent was prepared, It's probably in your junk box but the one we re-sent earlier today made it which is good. All worked out after all, it's all that matters. Hopefully, the service helps you to find problems you might be having. Feel free to ask for help or clarification any time.