Information and Support

We don't list Inactives in the reports because those very much confuse people but you can set notifications as you have which is why you see the email but nothing in the reports. The main objective of the service is to show confirmed IP outages, mainly on the LAN and especially with the provider. All other data is simply helpful in trying to diagnose what is happening. In other words, what you don't see is sometimes what the problem is. In this case, we're not seeing a lot of IP outages but we know there are disconnections. This tells us that the problem might be failing hardware or bad signal levels somewhere. Here is what I see for the 27th so far. Event Beginning at Online 2022-01-27 12:31:12 Inactive 2022-01-27 12:31:09 Online 2022-01-27 12:11:43 Inactive 2022-01-27 12:11:39 Online 2022-01-27 09:57:03 This is something we see internally only. [image: 1643314078890-2022-01-27_130736.jpg] We are working on a consolidated report that will show all of the metrics together in a way that will hopefully explain everything that's going on, in one correlated view. This has been a huge challenge however for many reasons but we're working on it. Inactive and Disconnection statuses do not automatically mean IP outages, it just means something stopped working. The agent is not able to communicate with the OutagesIO network but we don't know why since it doesn't seem to be IP related otherwise, the agent should always pick those up. Could be a bad cable, could be signal levels, something along those lines. So far, the agent was able to confirm that there was just one IP outage that lasted one minute and fifteen seconds but all other issues appear to be non IP related. This might help explain how the agent works a little and there are other articles in that section that also explain how things work. Aabout Internet outages alerts and agent statuses When you have problems like these, if you can find another location using the same provider in the same area that would be willing to monitor, it becomes quite eye opening if both locations seem to be experiencing the same problems. There is another person experiencing something similar who has been posting in the forums in the past few days too.

Hi, Our agents run on Windows, Linux, Raspberry and other devices. We don't have an agent for Android. We tested quite a bit and it was pretty much impossible to do it so that folks could get quick alerts and it used up the battery very quickly since it's constantly using the network and consequently, data. However, you can install the agent on a PC/Laptop that you'll keep on at the location you'd like to monitor and can log into the control panel to view your reports using any mobile. Hope this helps.

I forgot but we do offer that. It's under manage and then reset. I've already done it for you and it should be completely clear of old data now. Can you confirm with me that everything is ok now once you look.

@outagesio_support Hi, Oh, ok. I guess I would just have to find a newer laptop then.... Thanks.

Hi, We received the email at support as well and re-sent the activation email. We don't see a bounce so it must be in your spam box or it was blocked by your mail service. If that is the case, please be sure to whitelist the domains so that you don't miss out on any important emails while using the service. Hope you received it by the time this reply was sent :).

sure let's do that :+1:

@outagesio-greenwich-k12-ct-us Hi E.K., Let me try to summarize what I see and lets check together if there is a clear explanation. Lets start with the inventory: 128389, SW agent (Win 10 Pro), OTM version 1.69.2106 128316, SW agent (Win 10 Enterprise), OTM version 1.69.2106 128309, SW agent (Win 10 Pro), OTM version 1.69.2106 128313, HW agent (GLinet MT300N-V2), OTM version 1.67.2104 Upload testing + Latency evaluation is available only from version 1.68.2105 and on the HW version we are still testing so this explains why you are not seeing the uploads on the HW agent: as soon as the testing period is over we will release the latest version and your agent will upgrade automatically. As far as I can see: agent 128309 was able to send proper download/upload/latency from Sep 20th when the version 2106 was installed agent 128316 was able to send proper download/upload/latency from Sep 11th when speed-test was enabled agent 128389 seems to be the tricky one since it started from yday right after 3 am The only thing we noticed is that some old Windows 10 builds were blocking some features of the OTM (the software that does the monitoring) and maybe (it is just an assumption) that pc/server was updated to the latest build. Can you please double check that so I can have a better understanding of this weird behavior?

@sbk Yes its all working now. Thank you for your responce :)

@outagesio-greenwich-k12-ct-us I confirm it was a bug in the Activation process. It has been fixed! Thank you for letting us know.

@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.