Outage - Server issue RESOLVED

seh2000

8:50 AM
Still no service 
Flashing orange ring

rooted

https://community.fing.com/discussion/comment/25942#Comment_25942

Just recently came back online for me, try rebooting your fingbox.

OU812

Just connected without reboot for me, be interesting to see how long it’s operational for. It would be nice to know what the issue was though, wouldn’t it?

rooted

https://community.fing.com/discussion/comment/25944#Comment_25944

I'm sure @Ciaran or @Robin will comment on what the issue was, my guess as to the reason they haven't is they didn't know the precise answer. But of course this is baseless speculation.

Schorsch64

Service came back within the last hour, it's working without having changed anything since yesterday, not even rebooted the Fingbox - the response that services have not been affected is clearly not true, or I own a highly innovative but unknown-to-me self-healing network infrastructure 

I would have expected Fing to take us more serious and investigate on their side more deeply, this is very unsatisfactory. I was about to buy a second Fingbox for my office but it's not available right now on Amazon which prevented me to potentially make a mistake - have to rethink this ....

rooted

https://community.fing.com/discussion/comment/25946#Comment_25946

When your service is based on servers all over the world all you can do is contact the provider such as AWS and wait which is exactly what they do I imagine, obviously he checked things local to him and found no issues.

We can't just assume it was left at that and no further investigation ensued.

I have a feeling things will improve, certainly the Fing team is working on a way to alert users to an outage more efficiently and even prevent them.

Schorsch64

rooted said:

When your service is based on servers all over the world all you can do is contact the provider such as AWS and wait which is exactly what they do I imagine, obviously he checked things local to him and found no issues.

We can't just assume it was left at that and no further investigation ensued.

I have a feeling things will improve, certainly the Fing team is working on a way to alert users to an outage more efficiently and even prevent them.

I do fully understand, but if an increasing number of users encounter the same kind of problem at the same time it's just not enough to ask people individually to check at thier own side, it's obvious that there must be a systems problem - whatever it is. The positive side is that it seems as if no data got lost, after the services camer back I could see the full history without any gaps.

Robin_Ex_Fing

Hi All,
Apologies for the inconvenience. I have updated the initial post. As soon as our developers are able to identify the root cause of these repeated instances, I will update all users here. Thanks again for reporting this.

Matt_T

Thanks for this update Robin.  Anything we Fingbox owners can do to help the developers identify root cause and/or test the fix? 

Robin_Ex_Fing

Matt_T said:

Thanks for this update Robin.  Anything we Fingbox owners can do to help the developers identify root cause and/or test the fix? 

Thanks a lot for your offer @Matt_T
We really appreciate this. I have passed on your offer to our development team and if any testing is required from users side to identify the root cause, I will update you. Thanks again.

max2198

https://youtu.be/homc5gCS0ow
This is the color patern that my fingbox was doing at random times last night. Some features were not available when this happened 

PeterP

rooted said:

https://community.fing.com/discussion/comment/25944#Comment_25944

I'm sure @Ciaran or @Robin will comment on what the issue was, my guess as to the reason they haven't is they didn't know the precise answer. But of course this is baseless speculation.

It doesn't matter if they do or don't know the cause of the problems.  What's important is for Fing to communicate with us that there is a problem and it is being worked on.  Of course it's of concern that there has been multiple outages since December and obviously something has changed in the service infrastructure. However, ignoring your customers while they waste time trying to diagnose these problems thinking it may their Fingbox or network connections is poor customer service.

rooted

https://community.fing.com/discussion/comment/25969#Comment_25969

I don't speak for Fing and am just a user of their service and device, that was just speculation based on nothing more than the lack of response.

My fingbox was not indicating anything and I only realized there was an issue when I received an email notification from this thread. I don't know why the LED on my fingbox doesn't work most of the time, it doesn't indicate speed tests, or unknown devices, although if I unplug the network cable or my internet actually goes down it will turn red at least.

Robin_Ex_Fing

PeterP said:

It doesn't matter if they do or don't know the cause of the problems.  What's important is for Fing to communicate with us that there is a problem and it is being worked on.  Of course it's of concern that there has been multiple outages since December and obviously something has changed in the service infrastructure. However, ignoring your customers while they waste time trying to diagnose these problems thinking it may their Fingbox or network connections is poor customer service.

Thanks for your feedback @PeterP
Until some of the users reported the issue to us, we were not aware that one out of our many servers was failing. Due to the users' feedback, I was able to communicate this to developers and they were active enough to check immediately and responded with an update. As soon as I received an update, I have updated the initial post. Our Fing team has always been proactive in communicating any news related to version releases or any changes or issues. I am sorry for the inconvenience that all users faced and if you feel like we were not communicating better.

OU812

https://community.fing.com/discussion/comment/25991#Comment_25991

@Robin - I raised the issue first I believe and to be fair you chose not to investigate on the basis of my communication and instead just sent me a self help checklist. Only when I pointed out other users were facing similar issues was an investigation facilitated. It’s probably fair to assume most community users are fairly proficient in networking so perhaps on reflection it is worth double checking status prior to referring back to the user. That said, Fing is an excellent service and we all have supported you from the early days and want to see you succeed.

Robin_Ex_Fing

OU812 said:


\n

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&#13;\nIt doesn't matter if they do or don't know the cause of the problems.  What's important is for Fing to communicate with us that there is a problem and it is being worked on.  Of course it's of concern that there has been multiple outages since December and obviously something has changed in the service infrastructure. However, ignoring your customers while they waste time trying to diagnose these problems thinking it may their Fingbox or network connections is poor customer service.<\/div>&#13;\n<\/blockquote>&#13;\nThanks for your feedback

@PeterP<\/a>
Until some of the users reported the issue to us, we were not aware that one out of our many servers was failing. Due to the users' feedback, I was able to communicate this to developers and they were active enough to check immediately and responded with an update. As soon as I received an update, I have updated the initial post. Our Fing team has always been proactive in communicating any news related to version releases or any changes or issues. I am sorry for the inconvenience that all users faced and if you feel like we were not communicating better.","bodyRaw":"

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It doesn't matter if they do or don't know the cause of the problems.&nbsp; What's important is for Fing to communicate with us that there is a problem and it is being worked on.&nbsp; Of course it's of concern that there has been multiple outages since December and obviously something has changed in the service infrastructure. However, ignoring your customers while they waste time trying to diagnose these problems thinking it may their Fingbox or network connections is poor customer service.<\/div><\/blockquote>Thanks for your feedback @PeterP
Until some of the users reported the issue to us, we were not aware that one out of our many servers was failing. Due to the users' feedback, I was able to communicate this to developers and they were active enough to check immediately and responded with an update. As soon as I received an update, I have updated the initial post. Our Fing team has always been proactive in communicating any news related to version releases or any changes or issues. I am sorry for the inconvenience that all users faced and if you feel like we were not communicating better.","format":"wysiwyg","dateInserted":"2021-02-26T09:34:44+00:00","insertUser":{"userID":21,"name":"Robin","url":"https:\/\/community.fing.com\/profile\/Robin","photoUrl":"https:\/\/us.v-cdn.net\/6031733\/uploads\/userpics\/022\/nHQS48ATSNJKZ.jpg","dateLastActive":"2021-02-26T10:28:12+00:00","label":"admin"},"displayOptions":{"showUserLabel":false,"showCompactUserInfo":true,"showDiscussionLink":false,"showPostLink":false,"showCategoryLink":false,"renderFullContent":false,"expandByDefault":false},"url":"https:\/\/community.fing.com\/discussion\/comment\/25991#Comment_25991","embedType":"quote"}">

https://community.fing.com/discussion/comment/25991#Comment_25991

@Robin - I raised the issue first I believe and to be fair you chose not to investigate on the basis of my communication and instead just sent me a self help checklist. Only when I pointed out other users were facing similar issues was an investigation facilitated. It’s probably fair to assume most community users are fairly proficient in networking so perhaps on reflection it is worth double checking status prior to referring back to the user. That said, Fing is an excellent service and we all have supported you from the early days and want to see you succeed.

Yes, I admit you were the first one to report this. Thanks again. I am sorry if you feel like I ignored your feedback but then no other users reported that time so I wanted to make sure that I prefer to investigate first before taking it to development team. When you mentioned more users are facing, I quickly took this to developers and they were quick enough to check all servers and that's when we found out that we are indeed experiencing the issue.
Thanks to all users who reported this, we were able to resolve this in timely manner. 

Gero

Since this mornig in Germany i have again the Issue: Orange light, my internet connection ist fine 800 Mb down, 30 Mb up, Vodafone Cable.

PeterP

Robin said:

PeterP said:

It doesn't matter if they do or don't know the cause of the problems.  What's important is for Fing to communicate with us that there is a problem and it is being worked on.  Of course it's of concern that there has been multiple outages since December and obviously something has changed in the service infrastructure. However, ignoring your customers while they waste time trying to diagnose these problems thinking it may their Fingbox or network connections is poor customer service.

Thanks for your feedback @PeterP
Until some of the users reported the issue to us, we were not aware that one out of our many servers was failing. Due to the users' feedback, I was able to communicate this to developers and they were active enough to check immediately and responded with an update. As soon as I received an update, I have updated the initial post. Our Fing team has always been proactive in communicating any news related to version releases or any changes or issues. I am sorry for the inconvenience that all users faced and if you feel like we were not communicating better.

I understand @Robin, distributed servers is difficult.  Your developers need to figure out a way to effectively monitor the operation of all your servers to detect these kinds of problems. Depending on customers to report issues is not a good long term solution.

rooted

It seems the pieces are in place for this to be automated, when a lot of fingboxes lose connection to the Fing services but still has Internet surely there is a way to report this.

Fingbox has our location, it is still connected to the Internet, it knows it can't communicate with Fing service. With this information fingbox could report it to a server specific to this task which in turn contacts the developers or sysadmin letting them know there is a problem.

Robin_Ex_Fing

Thanks everyone. Today we have released a new Fingbox firmware version 1.15.1 which has fixes from the backend and hopefully this will resolve the connection issues. Thanks again 

PeterP

Why have you made it so hard to once again find the Fingbox firmware version?  It's readily visible in the web browser interface, but nowhere to be found in the IOS App. Please enlighten us where this information can be found when not sitting at our computers.


From iPhone, the firmware version should have been included in this screen and I seem to remember that it was at some point in time.

OU812

@PeterP I found the firmware version on the IOS app for iPad by selecting Fingbox through devices and toggling down the page to the bottom. I don’t use it on my phone so not sure if the app on that truncates the info.

rooted

Just click the settings for fingbox and it's right there on the top on the screen.

I agree it would be a good idea to list it in the dialog you showed.

PeterP

In the latest versions of the iPhone and iPad IOS apps, the firmware version is not in the settings screen or the device info screen.

Robin_Ex_Fing

@PeterP
as @rooted suggested, if you open Fingbox settings the firmware version is the first thing you will see. We do have an article in our knowledge base for this: https://help.fing.com/knowledge-base/firmware-version/
Thanks

InventiveSole

The firmware version is NOT where the knowledge-base article says it is for the IOS iPhone app (I’m running Fing v1)...

All I see is Fingbox and MAC address.

But I have found the firmware version tucked away in the Network details section of the Fing device - in your devices list (this is essentially the same info found via the web interface shown).

Hope that helps?

PeterP

Robin said:

@PeterP
as @rooted suggested, if you open Fingbox settings the firmware version is the first thing you will see. We do have an article in our knowledge base for this: https://help.fing.com/knowledge-base/firmware-version/
Thanks

@Robin, this is the settings page, either I am blind or there is no firmware version.

Robin_Ex_Fing

Thanks @PeterP for the screenshot. As I have checked on my Fingbox, I am able to see the Fingbox firmware version. I am not sure why it is not working for you. @rooted @Marc Can you check and confirm if you are able to check Fingbox firmware version through mobile app so I can investigate better? Thanks

Schorsch64

This is exactly the same on my iPhone - no firmware version shown by the app, just the MAC address

Robin_Ex_Fing

Schorsch64 said:

This is exactly the same on my iPhone - no firmware version shown by the app, just the MAC address

I dont have an apple device to check. But to isolate this, @PeterP Are you also using an Apple device to run Fing app?