How to activate extended features in agent

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jwagner
Posts: 4
Joined: Sat Oct 17, 2020 9:33 am

How to activate extended features in agent

Post by jwagner »

Hello. I installed a software agent (on Window 7) then later paid for the extended reports plan. But my agent still has all the extended features unavailable. How do I active those features for the given software agent?

Thanks,
James

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Outages.io_Support
Posts: 160
Joined: Wed Feb 12, 2020 11:09 am

Re: How to activate extended features in agent

Post by Outages.io_Support »

Hi James,

It should have been updated shortly after your purchase.
Have you tried to access the Historical menu, that's one of the functions that opens up and so do a lot of Notification options.

Can you share the agent ID please so I can look into it.
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jwagner
Posts: 4
Joined: Sat Oct 17, 2020 9:33 am

Re: How to activate extended features in agent

Post by jwagner »

The agent ID is 126794. It looks like all the extended features are still disabled.

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Outages.io_Support
Posts: 160
Joined: Wed Feb 12, 2020 11:09 am

Re: How to activate extended features in agent

Post by Outages.io_Support »

Hi James,

I see why now.
When someone orders a hardware agent and extended at the same time, we figure it will take at least a few days to get to the member.
We set the starting date of the Extended reports a few days into the future.

Based on this however, from now on, we'll start it when the order comes in and add a few extra days to take into account shipping time.

We apologize for the confusion and your reports for this agent are now in Extended mode. You should receive an email confirmation shortly.

Thank you for using Outages.io and if you get the chance to let us know how it's helped you at some point, we'd love to hear about it. There is a 'Success stories' forum for those posts.
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jwagner
Posts: 4
Joined: Sat Oct 17, 2020 9:33 am

Re: How to activate extended features in agent

Post by jwagner »

Thanks. I now have extended reports in my software agent.

James

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Outages.io_Support
Posts: 160
Joined: Wed Feb 12, 2020 11:09 am

Re: How to activate extended features in agent

Post by Outages.io_Support »

Hi James,

It turns you the agent ID you gave earlier was in fact a software agent that you had installed and not the hardware agent that you ordered along with extended. Therefore, the update was done on your software agent and not your hardware agent.

We see that you activated the hardware agent before putting it online as the instructions explain which actually lead to our understanding that we need to add a little more logic into the activation process to prevent this.

Once you connect your new hardware agent, all will be fine and its reports will be in Extended mode.

Apologies for any confusion but it lead to something good at least.
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