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No Hops on 2 agents, but all other data shows
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Hi,
We have 2 HW agents out of 5, that are having issue with getting Hops. I've check all the How-to's provided regarding no hops, but still no help. All other statistics show up in the dashboard, pings, outages etc.
When looking at firewall logs, there is no traffic being blocked outbound or inbound to the HW agents. And I've also confirmed we are able to ping ISP's at both locations.
Agents ID's are: 131361, 131360
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@StanWeaver
Let me check -
Hi,
We have 2 HW agents out of 5, that are having issue with getting Hops. I've check all the How-to's provided regarding no hops, but still no help. All other statistics show up in the dashboard, pings, outages etc.
When looking at firewall logs, there is no traffic being blocked outbound or inbound to the HW agents. And I've also confirmed we are able to ping ISP's at both locations.
Agents ID's are: 131361, 131360
I definitely "see" that your agents can be classified in two different groups:
- "normal", (131357/131358/131359)
- "weird", (131360/131361).
NORMAL
These agents are sending correctly hops, pings, outages without any problem.
Their public IPs are assigned by NETWORK INNOVATIONS, LLCWEIRD
These agents are sending pings, but no hops and strangely no outages whatsoever (not even one!).
Their public IPs are assigned by AT&T Enterprises, LLCI am a bit confused since I don't see any "other evident difference" between these two groups and just to be crystal clear, all 5 agents are contacting in a proper way our servers: there is no difference in that.
Before diving into a deeper investigation, would it be possible to physically switch one of the "normal" with one of the "weird" to at least state that the problem is at the location and not in the agent itself?
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Also, pings come in more often than hops so if there was something automatically blocking ICMP, you would think pings would be the first to get blocked.
That is strange for sure. Ed's thought about swapping agents with those two could help generate a lead.
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@SBK @ISPtracker_Support I unfortunately wouldn't be able to swap these with a working site anytime soon, as these "weird" ones are located at branch offices, hours away. Strangely enough those two , are within the same region as far being located down south Florida, and all others are Central / North Florida.
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Ed, someone in the forums mentioned something similar a while back. It was totally odd but it ended up being the provider. We never found out what it was if I recall but we somehow got the person up and working again... maybe?
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@SBK @ISPtracker_Support I unfortunately wouldn't be able to swap these with a working site anytime soon, as these "weird" ones are located at branch offices, hours away. Strangely enough those two , are within the same region as far being located down south Florida, and all others are Central / North Florida.
@StanWeaver
I get it, so plan B...Even if it is not the same thing, since we are changing platform, is there a chance that someone installs a software agent (Windows or Linux) at one of the two locations?
I reiterate, it is not exactly the same thing but if the problem persists, we can agree that the problem is location based.
Not sure if it is possible to have the software agent connected almost in the same way of the hardware agent (same router/switch level...) but that would help
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Or one other thing. Maybe I missed it in this thread but are those hw agents connected to a switch, direct to router/firewall? If not direct to router/firewall, could you ask someone to move one or both directly to the provider router/firewall?
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I believe the software route will be the best route, as for the two sites in question, I believe these are all /30 networks static. Let me confirm if there are any open IP's that can be used. But all these are sitting behind a switch. Tracker>Switch>Firewall>ISP.
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We don't know for sure if trying the software will change anything but it could provide a lead.
You mention 'behind' a switch so can I assume you mean connected to a switch which is also behind another switch then firewall?
The point is, if you could have someone move the connection directly to the providers hardware, that could also give us an important lead.
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Understand, for both sites in question, they sit behind 1 switch which is then connected to the firewall. I will check with our providers to see any ports on their devices are DHCP enable, If not the closes I can get is using a port on the firewall, bypassing the switch.
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Hi,
Yes, that's the point, bypassing the switch, going directly as close as you can get to the ISP. We've seen cases where this suddenly fixed the problems.
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Alright I should be able to have someone onsite, make that change, today or tomorrow and will update if I see things change.
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Yes, please let us know once you see how it goes. Usually, it's not the agent doing anything unusual but something in the network and sometimes, very hard to find but not impossible. We all learn from such things :).
