Hyperspin Presales & Support

[davidw]

Hello,

I have a customer that says they were messaged with a reported a DOWN condition for a server for 1:45 before the UP message. A timeout was reported.

However, they believe that they did not have a DOWN condition for that entire time period.

Do you have detailed logs to see why the DOWN condition for this time period so I can explain it properly?

Thank you.

[choonkeng]

Please PM me with the following details so that I can check for you:
1. your username
2. server name
3. what makes your customer believe they did not have a downtime?

Thank you.

[davidw]

done

[choonkeng]

I didn't receive any PM...

[davidw]

done again.

[choonkeng]

Our records show that the downtime was checked from 10 different monitoring locations during the 1hr 45min downtime. This was a confirmed downtime and not a false alarm.

The reported error was "response timeout". This means we were able to connect to the website but a timeout (60 sec) occurred while downloading or waiting to download the page.

If your customer was able to visit the website at that time, the possible reasons include:
1. The website still worked but took more than 60 sec to completely load.
2. There might be a network issue on the uplink but would not experience it if they were connecting via an internal/direct network.

Please let us know should you have any further questions.

[davidw]

It would be beneficial to be able to access the detailed logs of our monitoring. How can we access this information?

Thank you.

[choonkeng]

The detailed logs are not accessible from the control panel at this time. We will add it in future.