Information and Support

@outagesio_support Yes, we played with enabling different DNS but it never really got "ideal". However after they redid all the connections, one of my "download" scripts became much better -- so I dunno. Our web connections/surfing were not particularly better until the VPN.

@outagesio-greenwich-k12-ct-us Hi, Definitely a bug introduced in a recent commit: thank you for highlighting. The fix has already been applied: please test it ASAP to confirm all is fine now.

Hi, Thanks for posting your question. Here is what I see and with more information maybe we can figure out what is going on. [image: 1630945903297-new-agents-become-inactive-2-still-active-4-total.png] First, we need to eliminate 128292 because it isn't properly installed. From what I can see it looks like it was working, then you re-installed it and that installation never completed. What ever machine you installed this one on, you will need to make sure there aren't two agents installed on that same machine because we have seen cases where this can happen. If you have two, just remove both from the PC then use the re-install function in the agent's dashboard to re-install it. Next, I notice that all of these agents are in the Philippines which is fine but I see them all at the same address, all using the same provider. Is it safe for me to assume that you are trying to use OutagesIO to not only monitor the Internet service but also different LAN segments? Meaning, perhaps you have an agent installed on different floors and each as its our routing switch. Next, I need to understand what you mean by 'active' agents. Agents only go into another status based on if they can reach the OutagesIO network or not. As long as the agent software is running on the PC, does have the correct firewall rules, then it should be able to run normally. As you mention, those things are fine on the PC but it sounds like there is something else on the network that might be preventing some of the agents from communicating correctly. If you search for 'statuses' or 'inactive' on this support site, you'll find several explanations of what the different statuses mean. In the most basic sense, Inactive means the agent wasn't able to reach the OutagesIO network for around 20 seconds or more. If you see Disconnected, this means it's been at least a half hour. If all of these agents are on the same network, then you'll see different things potentially. Until I know more about how you are using all four and why they are in the same building, I'll have to wait to continue.

Hi, Thanks for taking the time to report this. I see that our dev reached out and took care of the problem over the weekend. If there is anything else you need, please feel free to ask here and we'll be happy to help. Thanks for using OutagesIO.

@outagesio_support Thanks, I'll tread lightly and give it a go. Will post how I get on. AF

@jjuly Hi, Yes, you definitely have some problems both with the provider and beyond. As you said, beyond are informational but it doesn't mean they cannot be used. I also notice that most of the problems are when you might be using the service especially if you work from home. Most are around the 10am to 3 pm and the next high is around 8pm If you have not been able to get them to fix the problems, that's one thing but if they have admitted they know and cannot fix it, that's another. Let's assume they aren't fixing the problems and you've reported it multiple times. I'll also make the assumption that they aren't taking your facts/findings seriously. In this sort of case, you should try to find one, two, more, neighbors that would be willing to install agents too. You can make the case that if you can show the proof you need, everyone will end up with better services. Some providers count on the fact that most people will simply suck it up and go away. They aren't going to make costly repairs unless there is something affecting their bottom line. However, if you can get others to join you, you can then show your correlated proof on their social pages. It's easy to dismiss one person but it's a whole lot harder when many people are complaining. If they remove your posts, you could always talk to the city, find someone to listen to you, show them what you have and see if someone higher up will help make a case for you. If most of the problems are with the providers upstream, you could try to reach them on social media as well. And of course, we'll be happy to help decipher the data to help you. In this day and age, as everything we do is being moved onto the Internet, there are no excuses for ongoing unreliable services.

@terichardson Hi Tom, This is a copy of the email reply we already sent :). Some parts were added after the email being sent. Let me try to answer some of your questions. why is having an account with you not enough to be registered in the support forum? - The www web site is a wordpress information site. The app.outagesio.com web site is a custom application we write and these forums are yet another software type. There is no way to unify accounts across the different platforms though it is something we've been trying to achieve and eventually will. I had installed an agent back an May and have only been sporadically checking it. It's been disconnected several times, the last time in June. I went to the dashboard and clicked on a link that I thought would reconnect the agent. The link went away but I saw no indication that anything had happened. If the agent was in Disconnected status, then it means it was no longer communicating for some reason. Most of the time, it's because of some other software on the PC that conflicts so the service has to be restarted. There is no way to 'restart' an agent from the dashboard because it's installed on the PC. It has to be restarted on the PC through the services or a reboot. If your previous agent was extended, we would be happy to extend your new one. I'll pass this on to the dev that takes care of this and you'll see it change as soon as he looks into this. In terms of documentation, it's been an ongoing struggle trying to find a way to maintain accurate and up to date information and is why we have the 'about this page' links in most of the application pages. Just click on those when you are on a certain page and it will pop open a new tab to the information for that page. We try to keep those up to date so if you find something that doesn't match what you're seeing, by all means, please let us know. UPDATE since sending; We see that none of your agents were deleted and the one you paid for is still there but it looks like you may have re-installed onto the same PC which might explain why you are seeing it as Disconnected and it will eventually get removed by the system. Make sure you only have one agent installed on the PC and we can go from there.

Hi, Can you try again please. There seemed to have been an issue with the sign up pages. You should be able to complete the sign up now.

Thank you!

Hi, Other than pings and information about the agent communicating, nothing will show up until there are actual events. Can you share the agent ID and I'll take a look to make sure everything looks ok.