No internet but "All good..."

Jon_Irish

I am having an issue where the Fing Desktop app keeps telling me that there is no internet. This is most definitely not the case. Also, if it were true, why would the Health Check say "All good..."? 

kltaylor

Hi @Jon_Irish thanks for asking your question.

Is there anything 'unique' about this wireless connection?  Are you running a VPN or a Proxy server?  It's certainly odd to see that the internet connection shows 'green' but 'No Internet' as well.

Robin

Hi @Jon_Irish
Can you share the screenshot of the notification where it says no Internet?  In case if it is a bug impacting many users, can you put: 
OS name / OS version, desktop version, any VPN used? 
Thanks again. 

Jon_Irish

At first, I thought it might have something to do with the fact that I have a Pi-Hole server doing DNS. So, I removed that from the equation and rebooted, but I am still getting the same results.

Jon_Irish

Robin said:

Hi @Jon_Irish
Can you share the screenshot of the notification where it says no Internet?  In case if it is a bug impacting many users, can you put: 
OS name / OS version, desktop version, any VPN used? 
Thanks again. 

Robin

Hi @Jon_Irish
It seems like you are Windows device. Fing agent needs the Windows libraries which are installed with the WinPcap package during FingDesktop installation, it used to make packet capture and filtering useful our engine to protocol analyzers and network monitors. 

Fing agent service cannot work properly without the correct installation of WinPcap.  
 
Please open the command prompt and return the output: 

• sc query npf 

 
it's useful to understand if the WinPcap has been installed correctly and it is running properly. 

If possible please uninstall the older version of WinPcap and install the latest version of Win10Pcap from here and check. 

Jon_Irish

Sorry Robin, I didn't include the OS I am on. I am actually running OSX 10.13.6.

Robin

Jon_Irish said:

Sorry Robin, I didn't include the OS I am on. I am actually running OSX 10.13.6.

First I would like you to make sure that you are installing the Fing Desktop under the Applications folder only otherwise Fing Desktop won't be able to connect to its services. Currently, this is the limitation of Fing Desktop that it needs to be installed under the Application folder else the name will appear as 'Unidentified' or ‘Undefined. 

Also, In this case, the service might have been disabled and cannot launch until the service is re-enabled. This is likely the result of the service having been unloaded using launchctl in conjunction with the -w switch, which will disable the service. This condition can remain even if the software is uninstalled and reinstalled. 
 
 
Solution 
Re-enable the disabled service using the following commands: 
sudo launchctl load -w  /Library/LaunchDaemons/com.fing.service.plist 

Jon_Irish

Robin said:

Jon_Irish said:

Sorry Robin, I didn't include the OS I am on. I am actually running OSX 10.13.6.

First I would like you to make sure that you are installing the Fing Desktop under the Applications folder only otherwise Fing Desktop won't be able to connect to its services. Currently, this is the limitation of Fing Desktop that it needs to be installed under the Application folder else the name will appear as 'Unidentified' or ‘Undefined. 

Also, In this case, the service might have been disabled and cannot launch until the service is re-enabled. This is likely the result of the service having been unloaded using launchctl in conjunction with the -w switch, which will disable the service. This condition can remain even if the software is uninstalled and reinstalled. 
 
 
Solution 
Re-enable the disabled service using the following commands: 
sudo launchctl load -w  /Library/LaunchDaemons/com.fing.service.plist 

Unfortunately... "/Library/LaunchDaemons/com.fing.service.plist: service already loaded"

Jon_Irish

If I select "See full report" I get results that show that I am connected to the Internet and that Fing has determined my ISP.

Robin

Thanks @Jon_Irish
Can you confirm if the Fing Desktop is installed under Applications Folder only? This maybe the cause of the error.

Jon_Irish

I just verified that it is installed under Applications (p[lease see screen-shot).

Robin

Thanks @Jon_Irish

Can you please perform the following steps: 

1. What is 'Home' healthcheck saying? if you can share the report, it would be very helpful. 

2. Share the output of commands: 'ipconfig' and 'route print' from command line 

3. Share the agent log: To access the agent log files: 

•  

  • Click on the Fing Desktop version in the bottom-left hand side of the screen 

  • This will display two folders to open. We will need specific files from each of these folders. 

  • Firstly, click on 'Open App Log Folder' 

  • When the folder opens, we will now need to compress and share the log.log file (titled 'log' - all lowercase). To compress and share: right click on the file; choose 'Send to' & then choose 'Compressed zip folder'. 

  • Back in Fing Desktop, now click on the 2nd folder 'Open Service Log Folder' 

  • Compress the fing-agent.log file also (without any number after 'agent' ), following the same process as previous.  
     Please attach both compressed files and DM me.

Robin

Thanks @Jon_Irish
That's super helpful. I will take these files to our developers for investigation. I will update you once I have some new information. For now, I will delete the log files from here so as not to disclose your private network information. 

Jon_Irish

Hi Robin, just curious if the Devs have figured out what is going on?

Robin

Jon_Irish said:

Hi Robin, just curious if the Devs have figured out what is going on?

An update for the reported issue:
Our developers are investigating some issue happened after the last release of mobile apps. There is an unusual load on our servers that is saturating the resources. And because of this Fing desktop has started to send false alarms.

Today as a workaround we will tune the config to try to make the server keep up but the issue on the mobile apps is under investigation.
I hope it helps. And soon as there is some more update I will let you know.

Jon_Irish

@Robin thanks for the update!

Jon_Irish

Hi Robin, I just downloaded and installed the v2 app, but it is still showing "Not connected" and "No internet". This is also not on a mobile app, but my Mac desktop. I hope this helps  and a resolution will be offered soon. 

Robin

Jon_Irish said:

Hi Robin, I just downloaded and installed the v2 app, but it is still showing "Not connected" and "No internet". This is also not on a mobile app, but my Mac desktop. I hope this helps  and a resolution will be offered soon. 

Can you share the screenshot with the new version so I can investigate? Thanks

Jon_Irish

Thanks Robin!

Robin

Hi @Jon_Irish
I need to investigate further to know the root cause of the issue. I have sent you a private message as I would require more information. Please reply to my message directly. Thanks

Jon_Irish

Hi @Robin
I just sent you the info that you asked for.

Jon_Irish

Hi @Robin

Per your email request, here are the log files that you asked for.

Robin

Jon_Irish said:

Per your email request, here are the log files that you asked for.

Thanks. It's perfect. Can you please return 'ifconfig' from terminal command?

Jon_Irish

@Robin

lo0: flags=8049<UP,LOOPBACK,RUNNING,MULTICAST> mtu 16384
    options=1203<RXCSUM,TXCSUM,TXSTATUS,SW_TIMESTAMP>
    inet 127.0.0.1 netmask 0xff000000
    inet6 ::1 prefixlen 128
    inet6 fe80::1%lo0 prefixlen 64 scopeid 0x1
    nd6 options=201<PERFORMNUD,DAD>
gif0: flags=8010<POINTOPOINT,MULTICAST> mtu 1280
stf0: flags=0<> mtu 1280
EHC250: flags=0<> mtu 0
EHC253: flags=0<> mtu 0
fw0: flags=8863<UP,BROADCAST,SMART,RUNNING,SIMPLEX,MULTICAST> mtu 4078
    lladdr d4:9a:20:ff:fe:c7:1c:5a
    nd6 options=201<PERFORMNUD,DAD>
    media: autoselect <full-duplex>
    status: inactive
en0: flags=8963<UP,BROADCAST,SMART,RUNNING,PROMISC,SIMPLEX,MULTICAST> mtu 1500
    options=b<RXCSUM,TXCSUM,VLAN_HWTAGGING>
    ether d4:9a:20:d0:ed:e4
    nd6 options=201<PERFORMNUD,DAD>
    media: autoselect (none)
    status: inactive
en1: flags=8863<UP,BROADCAST,SMART,RUNNING,SIMPLEX,MULTICAST> mtu 1500
    ether d4:9a:20:56:77:03
    inet6 fe80::3f:d7cb:36b5:f3bb%en1 prefixlen 64 secured scopeid 0x8
    inet 192.168.100.254 netmask 0xffffff00 broadcast 192.168.100.255
    nd6 options=201<PERFORMNUD,DAD>
    media: autoselect
    status: active
p2p0: flags=8843<UP,BROADCAST,RUNNING,SIMPLEX,MULTICAST> mtu 2304
    ether 06:9a:20:56:77:03
    media: autoselect
    status: active
bridge100: flags=8863<UP,BROADCAST,SMART,RUNNING,SIMPLEX,MULTICAST> mtu 1500
    options=3<RXCSUM,TXCSUM>
    ether d6:9a:20:0d:3a:64
    inet 192.168.2.1 netmask 0xffffff00 broadcast 192.168.2.255
    inet6 fe80::d49a:20ff:fe0d:3a64%bridge100 prefixlen 64 scopeid 0xa
    Configuration:
        id 0:0:0:0:0:0 priority 0 hellotime 0 fwddelay 0
        maxage 0 holdcnt 0 proto stp maxaddr 100 timeout 1200
        root id 0:0:0:0:0:0 priority 0 ifcost 0 port 0
        ipfilter disabled flags 0x2
    member: en0 flags=3<LEARNING,DISCOVER>
            ifmaxaddr 0 port 7 priority 0 path cost 0
    nd6 options=201<PERFORMNUD,DAD>
    media: <unknown type>
    status: inactive
utun0: flags=8051<UP,POINTOPOINT,RUNNING,MULTICAST> mtu 2000
    inet6 fe80::a193:66cd:df99:530%utun0 prefixlen 64 scopeid 0xb
    nd6 options=201<PERFORMNUD,DAD>

Giux_from_Fing

Thank you @Jon_Irish, That's super helpful.

We have need more info to understand better the behaviour. Here's how to change the log level:

STEP 1: Open a Terminal window and write

sudo sh -c "echo 'overlook.fingagent.logging.level=INFO' > /Users/root/.fingagent/conf/fingagent.properties"

That will create the configuration file required to override the logging level.

STEP 2: Reboot the system or restart fingagent service 

STEP 3: Send us via DM the whole log folder for the fingagent (in /Library/Logs/FingAgent/)

Thank you!

Giux

Jon_Irish

Hello @Giux_from_Fing

Here is a zip archive of the logs that you requested.

Giux_from_Fing

Hello @Jon_Irish, thanks a lot for your support. We are able to reproduce it now. It will fix to next release. 
We'd like to know if you're interested in trying a beta that should solve this issue.
Let me know. Thank you.

Jon_Irish

Hi @Giux_from_Fing , sure, I'll best test the fix.

Giux_from_Fing

@Jon_Irish
I sent you a DM for the beta. 

Jon_Irish

Hi @Robin
The beta code that @Giux_from_Fing provided me appears to have solved my issue. Thank you both for all your help!