Information and Support

Any news on this?

Two things: anytime the agent reboots (this happens once everyday at 3:00 am UTC) it will start from wired and then will move to wireless i.e. you will always need a wired connection for the agent you can switch from wired, wireless or AP anytime from the same configuration menu

I'll try now.

You're very welcome and thanks for bringing it up.

@SBK Yes. Connected to WeLink and working well! It also came back to working well state after enabling IPV6 in Eero router to check that (07 Feb 0814 CST, which caused router reboot). So, it seems like you have found a way to overcome whatever WeLink was doing differently than other ISPs (at least at this installation), or perhaps WeLink corrected something on their end (they did not tell me about any change, but they usually don't)

Did you find the email?

Great tip for others. Thanks for sharing. We do plan on adding SMS, it's in our long list of things to do :).

Hi, We can get your agent/s back up within a few minutes. Please see this post. https://support.outagesio.com/topic/295/urgent-yellow-hardware-agent-owners/4

Were you able to resolve this? We're happy to help if you still need help.

Your agent is now in Extended mode so once you get it back online, it should be fine but remember that you canceled your subscription so at the end of the month, it will fall back into Prestaging. At that point, you can renew or just leave it until you want to use it again. Prestaging is when you're getting your agent ready for a subscription. There's no point in purchasing a subscription until your agent is properly communicating. It's a way to make sure people don't waste their time and money buying a sub for an agent that's not correctly communicating yet. It's not really a bug but a logic thing that we thought we solved :).

If you do not want that agent but installed the software, just uninstall the software. Just keep in mind that a software or hardware agent has it's own reports. They are associated together. Meaning when you create a new software agent for example, you also install the software on the PC you want to monitor from. They are associated. The software is running on your PC, monitoring that local Internet connection and its reports are the agent that you created. BTW, every page has an 'About this page' link which contains helpful information about what ever the page is. Check those out to get some help understanding the features.

@mshafrin I am assuming that your firewall is also your default gateway, if not then what follows could be incorrect. If I take a look at the hops recorded by all 3 SW agents (not only the one you mentioned) and the only HW agent, you will see that only the HW agent is having the first hop pointing to 192.168.1.1, the other ones go directly to an external IP without passing thru the firewall/gateway. So on one side either the Windows agents or the firewall is masking the direct hops or they are connected in a different way from the HW agent; I also saw that the 130435 was once connected in a different way since it had the same 192.168.1.1 that now doesnt show up again. In the end, what does it mean? If the agent cannot determine where the LAN ends and the provider begins there is no way to give you a correct report about where the outage was and IF it was a network outage or a problem related to cabling (provider's end of cabling). If the firewall is NOT your default gateway then it would be nice to understand a bit more about the LAN topology to help to troubleshoot it but so far I haven't seen a wrong behavior from the agents you have installed.

@jwladd As far as I can see your agent ID 129676 is correctly working Can you please, share anyway what was happening at the time of this post ?

You're welcome.

OK glad to help.

Fair enough. I can get the same functionality by configuring your email notifications to use [phone number]@[carrier's email].com. Just wanted to make sure I was seeing everything I was supposed to. Appreciate the response.

After 3 emails have been sent out the system automatically disable that option to avoid sending too much of them That value has been set based on the past experiences we had with other customers There is a chance we will re-evaluate how that is working for consumers (enterprise user have a different setting)

@markl Hi It seems your agent is not able to connect properly to the internet. I can see that now it is disconnected completely and it never sent PINGS. Is there a chance your internal firewall is preventing this agent to use ICMP?

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.