<![CDATA[SW agent not connecting, HW agent stuck rebooting]]>I had not checked my dashboard in a few weeks, but when I did I noted the SW agent version was out of date so I updated it. Now it shows as "Active" on the agents page but the dashboard button shows "NOT available." The Echo Networks Service is showing as running in the Windows Services list. I tried to reinstall but there is no repair or reinstall option, just remove, and I was hesitant to do that. Restarting the computer several times did not help. Please advise.

Separately, I noted my HW agent (131403) was in a "Rebooting" state. I power cycled it and it is stuck in the Rebooting state. The device is on, a white light is blinking about 1/sec, and the port on the network switch where it is plugged in is showing traffic. Let me know what to try next.

]]>https://support.isptracker.com/topic/379/sw-agent-not-connecting-hw-agent-stuck-rebootingRSS for NodeMon, 24 Aug 2026 13:01:03 GMTWed, 12 Aug 2026 22:27:40 GMT60<![CDATA[Reply to SW agent not connecting, HW agent stuck rebooting on Tue, 18 Aug 2026 00:03:27 GMT]]>Does everything look ok now?

]]>https://support.isptracker.com/post/2708https://support.isptracker.com/post/2708Tue, 18 Aug 2026 00:03:27 GMT<![CDATA[Reply to SW agent not connecting, HW agent stuck rebooting on Mon, 17 Aug 2026 03:16:08 GMT]]>Your SW one 131016 is up to date which is why you're not seeing an update option. It updates automatically. If you see something that says you should update, in your dashboard, not the banner on login, please share that so we can remove the confusion.

Also, both your agents should be fine now. We did find a problem that was causing the rebooting and think we've solved it but please let us know if it happens again. Keep in mind that your hardware agent will reboot once per evening so you might see Rebooting for a short while.

Waiting for your response.

]]>https://support.isptracker.com/post/2707https://support.isptracker.com/post/2707Mon, 17 Aug 2026 03:16:08 GMT<![CDATA[Reply to SW agent not connecting, HW agent stuck rebooting on Sun, 16 Aug 2026 02:43:09 GMT]]>Hi,

Sorry for not responding sooner. There was a big data center outage the other day and it left a lot of things broken. We were not even aware these forums were not online until a short while ago. We've since gotten them back online of course so can now reply.

Can you provide the SW agent ID please so I can look into it. Once I see it, I can better advise how to handle it. We recently removed the update option because all of the new versions auto update so there is obviously a flow issue in this case that needs to be looked at.

Looking at the other ID you gave, we are seeing this problem as well. Your agent should be fine now, we've reset it and it shows active. This does not solve the issue which is something we are digging into in the background.

]]>https://support.isptracker.com/post/2705https://support.isptracker.com/post/2705Sun, 16 Aug 2026 02:43:09 GMT