Information and Support

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.

They don't include any when we order them either. We used to provide them but most people have dozens of old USB power supplies laying around. Any 5v 1amp will do. Example; USB wall plug from ebay Probably bags of them at the local Goodwill :).

Thank you for letting us know. Glad you got it.

@fardvrsgr Hi Frances, When you create a new agent you are supposed to follow the instructions that are taking you to the point of downloading the executable to install the software on your PC In that page you didn't confirm that you downloaded the software so you cannot see the keys needed to continue the installation From the agent list if you click on the link "Click to complete" you will be taken to the page where you already downloaded the file and there you can simply press YES to confirm you did download the software (assuming you have) and there you will see the keys needed to install

@shahinfard Hi, Please double check that all the settings are now associated to the HW agent.

Glad you got it.

As explained earlier, when you see disconnections but no outages, it means anything but IP outages. Those links I shared explain what some of the causes could be, bad or slowly failing cable, firmware needing an update in your firewall or router or modem, or your provider has a signal level problem at the street level and they aren't acknowledging the problem. The only way to know more in your case would be to get one or two neighbors to install an agent also so that we can correlate their data. To get more info, you could always upgrade your reports for 30 days and that will show you historical data and other information that may or may not help. It may not help since you seem to be experiencing problems which aren't specifically IP related so the agent cannot log those, it can only tell you that's what seems to be happening. You can know this because of what you aren't seeing, IP outages that would be logged by the agent.

So how is it going? Did you figure it out?

@rollytabora The installation of the agent is not provider related i.e. you can install the agent (the software you will install on each of your two PCs) and let the software run. If one computer is connected to Verizon 5G and the other one is connected to T-Mobile you simply have to check how many outages were accounted to each agent and you will know which is best for you. Otherwise, if you can have only one provider at a time for both computers then you can let the agent collect as much data as possible (let's say for one week) and check how many outages were collected; then you can RESET the agent's data (you will loose that historical info) and connect to the other provider to test it the same way you did it before

Ok, so at least we know that pings can be sent when the agent is able to get them. When I checked earlier, the agent had no pings to send which means it wasn't getting any results from the operating system. The pings aren't really important in terms of being an accurate measurement. They are mainly being sent as information that could be useful in some situations but mostly to see if there is a substantial change in latency between point A and point B. If pings latency goes up by a certain percentage, the agents algorithm considers that this could mean something happening and can trigger a speed test for example and other tests. However, if pings aren't being sent, it means the agent is not running right as ICMP is one of several functions used to also determine if there is an IP outages. All that to say, it's important that you see pings being sent to the dashboard. Since restarting the agent got pings going again, to me, it means maybe there is something on the OS that is monitoring certain behavior and limiting something like ICMP. I would rule out the agent as having a bug because we would have seen it by now as there are many others running the same version. These can be a bit hard to figure out sometimes. Let's see what happens next. In terms of running as a service, I think this is what you are looking for. Monitor your Internet with raspberry pi, nanopi and other arm devices

@markl Hi Mark, I recall during the tests we made that if the agent was connected to one network the speed tests were coming in correctly while connected on the other one they didnt. Is this the situation?

@SBK No matter if it's the primary WAN is up or not, 192.168.0.1 always remains up even during the failover or failback process. I verified this in my first post. That's why I said the agent reports something incorrect, because it reports that 192.168.0.1 is down when actually 192.168.1.1 is down.

@dberges Hi Dave, I see you were installing twice the agent on the same PC (ids 129143 and 129196) and then you installed on a new one (id 129201) I bet you are referring to the last one since the other one is not connected (software uninstalled or something else) This agent was created almost 10 hours ago but so far no IP outage has been recorded. Consider that the disconnections could also be unrelated to IP outages but I suggest to let it run for at least 48 hours before analyzing what is happening to the connection Anyway just check the pings graph [image: 1655429887176-b22ca079-9164-4745-b6a2-8f6949c2fc88-image.png] You can see that some info was missing from the agent even if no outage was recorded

@Laguy442 Yes correct Those "missing" ping are just a possible problem in the connection If your router disconnects for those 2 min and 22sec then you have already the answer but lets wait a bit to see how much data is stored and what you can see from the dashboard

@SBK Yes, it says "Export date: Jun 9, 2022, 4:26:43 PM" but it was 7:26pm.