Interpreting UI/Reports, PNM Viz Overview

RRe: Reachability

Description

This visualization shows the reachability of your agent from our server. It implies the uptime of your network connection but does not specifically measure it. There is a link on this page to a short article about the differences between uptime and reachability.

Real world impacts

If you are suffering from reachability issues then you will be seeing regular or intermittent issues contacting web pages or streaming service like Netflix will drop out while watching a show. Voice calls delivered over your internet connection may also fail to connect periodically.

This is not a “slow down” issue – more a “doesn’t work at all” experience.

What to look for

In this visualization green means we could reach your agent and thus your network was up while red means we could not reach your agent and thus something was down. It could have been your network connection but remember it could have been something else. White between red/green means we did not try – for example, this could be because of scheduled maintenance window.

How do we test

Each time our servers command your agent to do something we record whether we could reach your agent to make that request. We also get unsolicited messages from your agent from time to time. They all help us measure the reachability of your agent.

What could cause failures

Firstly, your network provider could have outages that would cause a failure in this reachability visualization.

Remember though that other things could cause this too. Examples include:

      • The computer that your agent runs on being shut down or put to sleep
      • Your home network being down
      • You taking your laptop away from your home

Take a look at the linked article about the common components of a home internet service and consider which of these may be impacting your reachability.

Next steps to diagnose or repair for Residential Trial Customers

Compare the reachability visualization with other visualizations that do not depend on your network. If the non-network tests show results during the period of unreachability this implies that the computer and agent were running okay at the time of the unreachability. This is because we run a simple platform check even if the agent is not reachable and these results are buffered and then returned when the agent comes back online.

Paid customers will have other visualizations that narrows down where in the network these unreachability issues are being created.

More visualization Overviews:

TelcoSIAdmin

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