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HW agents: one Abandoned, one fried and needs to be replaced
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Hi Jim,
the agent with ID 131017 seems to not be able to communicate with our network so let's try one step at a time- power it off completely (unplug it for the power) and leave it off for 1 min and then power it on again
- I will check if the agent is able to reach our network and from there we can see what is stopping it from working
I power cycled the agent. When it comes back on the left-most white indicator light blinks every few seconds, and the switch it is plugged into shows occasional network traffic (blinking green light). It was also doing this before I power cycled it. The agent is plugged into a switch behind an eero WiFi router behind the Verizon modem.
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@ISPtracker_Support
Thanks for obscuring my email :-).I am currently making three automated monthly payments via PayPal: two for the HW agents (one of which I would like to cancel), and one for I assume a SW agent. But I can't tell which is which.
The latest payments are as follows (all for $5.95):
Jan 8: transaction ID 5AE38081WY5134529
Jan 14: transaction ID 7N577727FW085002Y
Jan 14: transaction ID 4UW823020J7063813Looking at the subscriptions in PayPal I have:
Jan 8: billing ID I-BWCKCW13N16S
Jan 14: billing ID I-TYSSEB11JYNF
Jan 14: billing ID I-DYGDD6K654FBCan you tell me which to cancel for HW agent 131019?
@jcorrigan I'll handle the Paypal part.
I-BWCKCW13N16S = 131016
I-TYSSEB11JYNF = 131019
I-DYGDD6K654FB = 131017So to confirm, we have cancelled the 131019 subscription.
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I power cycled the agent. When it comes back on the left-most white indicator light blinks every few seconds, and the switch it is plugged into shows occasional network traffic (blinking green light). It was also doing this before I power cycled it. The agent is plugged into a switch behind an eero WiFi router behind the Verizon modem.
@jcorrigan If power cycling leads to only a white light, this seems to imply that the agent is not able to get a DHCP IP from the upstream.
After about two minutes (or so), a correctly working agent would start flashing the third LED on the opposite end every few seconds. To me, this means it is not on the network yet.
The network traffic you're seeing is likely the agent trying to get an IP but it cannot for some reason.
Suggestion, connect it to the router/firewall directly, the device that is handing out IPs to see if that solves it as a first step.
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We've looked at the logic deeply and cannot find anything that gets a 501/504 error.
The only thing we notice is you might be trying to buy a subscription from our www.isptracker.com site instead of from within that app.isptracker.com site. You cannot upgrade agents for subs on www, only on the app site.
Just go to the agent you want to upgrade then go to Available packages and click on "Upgrade your reports now!".
To buy another hardware agent, in that case, go to www.isptracker.com, or go to https://www.isptracker.com/home-small-business-pricing/ then select the agent you'd like to buy, agent only or bundle and in different speeds.
Hope this helps.
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We've looked at the logic deeply and cannot find anything that gets a 501/504 error.
The only thing we notice is you might be trying to buy a subscription from our www.isptracker.com site instead of from within that app.isptracker.com site. You cannot upgrade agents for subs on www, only on the app site.
Just go to the agent you want to upgrade then go to Available packages and click on "Upgrade your reports now!".
To buy another hardware agent, in that case, go to www.isptracker.com, or go to https://www.isptracker.com/home-small-business-pricing/ then select the agent you'd like to buy, agent only or bundle and in different speeds.
Hope this helps.
I log into the app and am looking at my dashboard. The URL is https://app.isptracker.com/agent/manage. I choose "Order hardware agent." It brings me to the page https://www.isptracker.com/home-internet-connection-monitoring-hardware-agents/. I choose "Order your hardware agent." It brings me to the page https://www.isptracker.com/home-small-business-pricing/. I choose "Monthly." It brings me to the page https://app.isptracker.com/account/signUp. I select "Already have an account?" It brings me to the login page https://app.isptracker.com/account/login. I log into my account (even though I am already logged in) and it brings me back to the dashboard with URL https://app.isptracker.com/agent/manage. And now I am back at the beginning of the loop.
Is it possible to add a HW agent to an existing account, or do I have to set up a new account? Because this is maddening.
P.S. I cleared cookies and rebooted and can no longer re-create the 504 error so this doesn't seem to be a problem anymore. Now I just want to buy a new HW agent and get it added to my existing account. Please tell me there is a way to do this?
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@jcorrigan If power cycling leads to only a white light, this seems to imply that the agent is not able to get a DHCP IP from the upstream.
After about two minutes (or so), a correctly working agent would start flashing the third LED on the opposite end every few seconds. To me, this means it is not on the network yet.
The network traffic you're seeing is likely the agent trying to get an IP but it cannot for some reason.
Suggestion, connect it to the router/firewall directly, the device that is handing out IPs to see if that solves it as a first step.
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@jcorrigan I'll handle the Paypal part.
I-BWCKCW13N16S = 131016
I-TYSSEB11JYNF = 131019
I-DYGDD6K654FB = 131017So to confirm, we have cancelled the 131019 subscription.
I got the PayPal cancellation notice -- thanks for taking care of this.
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I log into the app and am looking at my dashboard. The URL is https://app.isptracker.com/agent/manage. I choose "Order hardware agent." It brings me to the page https://www.isptracker.com/home-internet-connection-monitoring-hardware-agents/. I choose "Order your hardware agent." It brings me to the page https://www.isptracker.com/home-small-business-pricing/. I choose "Monthly." It brings me to the page https://app.isptracker.com/account/signUp. I select "Already have an account?" It brings me to the login page https://app.isptracker.com/account/login. I log into my account (even though I am already logged in) and it brings me back to the dashboard with URL https://app.isptracker.com/agent/manage. And now I am back at the beginning of the loop.
Is it possible to add a HW agent to an existing account, or do I have to set up a new account? Because this is maddening.
P.S. I cleared cookies and rebooted and can no longer re-create the 504 error so this doesn't seem to be a problem anymore. Now I just want to buy a new HW agent and get it added to my existing account. Please tell me there is a way to do this?
@jcorrigan said in HW agents: one Abandoned, one fried and needs to be replaced:
I choose "Monthly."
When you click on "monthly" you are choosing to pay a monthly fee for the extended report: that is NOT the option to buy a new HW agent.
That is the reason why you are "looping around" the pages
You have to look a little below
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I have power cycled the device and connected it directly to the Verizon modem/router. Let me know if you can see it.
@jcorrigan said in HW agents: one Abandoned, one fried and needs to be replaced:
I have power cycled the device and connected it directly to the Verizon modem/router. Let me know if you can see it.
Nope
The agent is not seeing anything outside your network so far.
Can you confirm if it was able to get an IP address at least? -
I log into the app and am looking at my dashboard. The URL is https://app.isptracker.com/agent/manage. I choose "Order hardware agent." It brings me to the page https://www.isptracker.com/home-internet-connection-monitoring-hardware-agents/. I choose "Order your hardware agent." It brings me to the page https://www.isptracker.com/home-small-business-pricing/. I choose "Monthly." It brings me to the page https://app.isptracker.com/account/signUp. I select "Already have an account?" It brings me to the login page https://app.isptracker.com/account/login. I log into my account (even though I am already logged in) and it brings me back to the dashboard with URL https://app.isptracker.com/agent/manage. And now I am back at the beginning of the loop.
Is it possible to add a HW agent to an existing account, or do I have to set up a new account? Because this is maddening.
P.S. I cleared cookies and rebooted and can no longer re-create the 504 error so this doesn't seem to be a problem anymore. Now I just want to buy a new HW agent and get it added to my existing account. Please tell me there is a way to do this?
@jcorrigan
Is it possible to add a HW agent to an existing account, or do I have to set up a new account? Because this is maddening.The problem is you are not using the correct menu items. Yes, you can order another agent and add it into your existing account.
To upgrade an agent that you already have installed and running;
Go to 'Available packages' for the agent you want to upgrade. Then select 'Upgrade your reports now!' and follow the Paypal prompts.To purchase a hardware agent;
Got to 'Available packages' and click on the option 'HW agents + Extended reports packages' and that will take you to the www.isptracker.com site where you can order that.Or, go directly to the site and order from here;
https://www.isptracker.com/home-small-business-pricing/Once you've ordered, we manually create the agent and ship it. You'll receive an email with activation details. Simply log into your app.isptracker.com account at that point, get the hw agent up and running, then use the 'Activate hardware agent' option and follow the prompts to enter the two numbers that were sent in the email. That will instantly assign the new agent to your account.
Again, make sure the agent is up and running on your end before activating it.
Hope this helps. Let me know if you have any questions.
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@jcorrigan said in HW agents: one Abandoned, one fried and needs to be replaced:
I have power cycled the device and connected it directly to the Verizon modem/router. Let me know if you can see it.
Nope
The agent is not seeing anything outside your network so far.
Can you confirm if it was able to get an IP address at least?I checked and the thing appears dead - no lights, no network traffic. I plugged it into other outlets I know are working and same thing. I restored it to the original configuration and it's still dead. And it does not appear on as a device on any of the network monitoring apps. So I don't know what happened but it seems like a brick. I can mail it in if that would help or just buy another one.
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@jcorrigan
Is it possible to add a HW agent to an existing account, or do I have to set up a new account? Because this is maddening.The problem is you are not using the correct menu items. Yes, you can order another agent and add it into your existing account.
To upgrade an agent that you already have installed and running;
Go to 'Available packages' for the agent you want to upgrade. Then select 'Upgrade your reports now!' and follow the Paypal prompts.To purchase a hardware agent;
Got to 'Available packages' and click on the option 'HW agents + Extended reports packages' and that will take you to the www.isptracker.com site where you can order that.Or, go directly to the site and order from here;
https://www.isptracker.com/home-small-business-pricing/Once you've ordered, we manually create the agent and ship it. You'll receive an email with activation details. Simply log into your app.isptracker.com account at that point, get the hw agent up and running, then use the 'Activate hardware agent' option and follow the prompts to enter the two numbers that were sent in the email. That will instantly assign the new agent to your account.
Again, make sure the agent is up and running on your end before activating it.
Hope this helps. Let me know if you have any questions.
Thanks and I was able to purchase the HW agent.
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I checked and the thing appears dead - no lights, no network traffic. I plugged it into other outlets I know are working and same thing. I restored it to the original configuration and it's still dead. And it does not appear on as a device on any of the network monitoring apps. So I don't know what happened but it seems like a brick. I can mail it in if that would help or just buy another one.
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I checked and the thing appears dead - no lights, no network traffic. I plugged it into other outlets I know are working and same thing. I restored it to the original configuration and it's still dead. And it does not appear on as a device on any of the network monitoring apps. So I don't know what happened but it seems like a brick. I can mail it in if that would help or just buy another one.
@jcorrigan said in HW agents: one Abandoned, one fried and needs to be replaced:
I restored it to the original configuration and it's still dead
Can you please explain what you meant with that?
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I checked and the thing appears dead - no lights, no network traffic. I plugged it into other outlets I know are working and same thing. I restored it to the original configuration and it's still dead. And it does not appear on as a device on any of the network monitoring apps. So I don't know what happened but it seems like a brick. I can mail it in if that would help or just buy another one.
@jcorrigan If you want to mail it in, at the very least, we could check it and confirm or see if it is actually working.
Mailing address is 697 6th St, suite 221, Prescott, Arizona. USA. 86301. Please be sure to send us the tracking number if you do send it so we can watch for it. We are curious also.
Just to be sure, it needs at minimum a 1amp USB power supply and there should not be anything connected to the USB port. I'm sure you adhere to these but just wanting to confirm for you.
And yes, I'd also like to know what you mean by you restored it? If you mean you used the reset button or something, it could be that it's been left in some unusual state from doing that.
