Hardware agent has been abandoned and cannot get back to Online

[markl]

So I reconnected another one of my abandoned yellow agents (130168), and it got active immediately. Both are connected on the same switch, same network.

[ISPtracker_Support]

Good input, thank you. Definitely need the dev to look at this. He's mid travel right now but he will look as soon as he's got Internet access, an hour to a few at most.

[SBK]

Hi Mark,
I can confirm that the agent 130168 came back alive without any issue but the agent 130175 has never hit our network from March 28, 2025

i.e.

even if you powered it up it never contacted our servers here

Sorry for asking but did you try to power it off and then power it on ?

[markl]

Yes, i powered it off and on, reset from the portal, reset from the device (pressing reset after the 5th blink).

[SBK]

Mark, I want to be sure I read correctly since I have the doubt that you reset the device to factory settings and there is no need, ever, to do such a thing: it could damage the CONFIGURATION itself.

When an agent becomes abandoned it only means it was not seen online for more than 30 days but the only act of powering it on is enough to have it back ONLINE (you said you just did that on the 130168).

I will further check for any "sign of life" of the 130175 hoping it has not been damaged but please confirm if you can see one light always on and the other flashing every second (almost)

[markl]

Hi Ed, there is only one steady light (always on). The second and third does not have light.

[ISPtracker_Support]

Hi Mark,

If there is only one light, it means you might have damaged the config by trying to reset it. It's not that hard to get it back to functioning but we would have to get into a real time chat.

You would need a laptop or PC that you know how to change the IP on.
You would first download a file onto the PC, then change the IP of that PC while putting the agent into a receive mode so that we could upload to it.

If this is something you can do, we can try it using chat and at worse, you would have to send the agent back so that we can re-flash it for you.

[markl]

Sure we can do that. Let me know how to proceed.

[ISPtracker_Support]

We just have to set a time to meet in chat and you have a PC/Laptop ready to go and know how to change it's IP. Today some time, maybe four or five hours from now.

[ISPtracker_Support]

Try to let me know ASAP so I can plan this with you otherwise, it will have to be in two days as I am travelling tomorrow.

[markl]

We can do it right now.

[markl]

I'll be available up to 4pm EST.

[ISPtracker_Support]

I'm in chat right now, waiting for you :).

[ISPtracker_Support]

Please let us know when we can close this question if the problem is solved.

[markl]

Looks like the hardware is toast. I tried updating the firmware again, but it still only has 1 light even after connecting. can you transfer its subscription to my other agent (128666)?

[ISPtracker_Support]

If you want to send it back, we can look at it. I'm 100% sure it is not broken but its configuration seems to have been damaged. We can fix it and send it back if you like.

I'm not sure that we can move a sub from one to another because then we'll have a mismatch in sub IDs on paypal and won't know which one to cancel when you're wanting to do that. I'll ask the dev.

[markl]

how about giving you a remote SSH access?

[ISPtracker_Support]

Yes, that would work but we have to do that in chat please. I'll go ping you there.