Finding help

You have several ways of getting help when using NutPile.

Support Tickets
When logged into your control panel, you can head to https://www.nutpile.com/support to create a support ticket.
Forums
Create an account on http://forums.nutpile.com/ and post your questions there so that we and others can help you.

Definitions

In order to understand how monitoring works for you, it is important to know a few basic terms.

Date/time and time zone: The importance of having the correct time cannot be overlooked!
Please be sure to read the section called; IMPORTANT: Are you seeing the wrong time in your reports?

Hardware agent: A standalone hardware device connected to your router/modem which runs 24/7 unattended.

Software agent: A small software package installed on a Windows 7/8/10 or Linux computer.

Feature sets: NutPile can be used in many ways at no cost. An optional feature set can be enabled which adds additional features and functions.

Monitoring: The process of maintaining a connection between two or more points over the Internet, gathering network protocol statistics from one or more locations to determine connection reliability. The more people who take part in your neighborhood, town or city, the better the statistics will be for everyone as more data points are available to give you a more accurate report.

Please note that no personal information is ever gathered in this process. NutPile Networks does not engage in the practice of profiling personal information. Only the connection is monitored, not the traffic.

How it works

reports-page-nutpile-faq-300w How is your home / office Internet connection performance?

Most people don’t have the tools or the time to gather Internet performance statistics. The tools offered by your Internet provider may not be the most accurate because they are monitoring their overall network to ensure that everything is up.

Using bandwidth test sites give you some idea of bandwidth but even when the results are good, you could still be experiencing slow, sluggish connections and outages.

There is only one sure way of knowing how your services are performing and that is by conducting non stop, 24/7, ultra low resource use testing from inside your own location. NutPile was created specifically to offer anyone the capability of monitoring their services in order to get help when it is needed. Users get a near real-time view of what is going on with their Internet connections, plus an ongoing historic view of it: hourly, daily, weekly and more.

We encourage everyone to tell their neighbors and coworkers about NutPile. The more people using the service, the better the details will be for everyone. As more people take part, this also helps us fine-tune the entire process, allowing us to keep adding features that give everyone the ability to not only share and compare reports but actually find problems that may exist and get them resolved.

Is my Internet working right?

Broadband Internet can be unreliable as it moves outward from city cores and into subdivisions and older neighborhoods. Providers are getting better at making things right but repairs are stop-gap fixes and the problems just keep showing up. It is possible that you could suffer reliability issues for a long time if your provider is not able to find the source.

Not all issues are the provider’s fault, but wouldn’t it nice to know this and have details so you can get help? A service technician should be able to tell you within minutes if the problem is between the street and your location, but if the problems are not easily found, they may not even know about it yet or aren’t able to fix it. Providers don’t always know when their customers are experiencing difficulties until the calls start pouring in. When you and others in your area begin monitoring your services, the data can help everyone get the problems fixed.

As an individual, it may be difficult to gather performance details when you can’t compare them with anyone else. NutPile Networks gives everyone the ability to share reports on social sites so that you can compare reports with others in your area. The more people that get involved, the bigger the picture gets for everyone.

There is power in numbers and NutPile is here to help you.

Why do I need an account?

When you register, you create an account. An account is required so that you can assign software or hardware agents to your computers and view the outage and performance reports. Your information is used only by NutPile Support to contact you or to ship hardware agents or other materials to you if you order something.

Our top page gives you information on how to sign up. Once you have filled out the registration form, a confirmation email will be sent to the email address you used while registering. Click on the link shown to be redirected back to our site and this will confirm your new account. You can then log into your control panel to add your first agent.

Note: If you do not use a proper email address, the system cannot send you a confirmation email.

What is an agent?

An agent is the software which monitors your Internet connection performance.

Agents comes in two formats. Software that you can install on any Windows 7/8/10 or Linux computer that you keep powered on all the time or a tiny hardware device which runs 24/7, using very little power so you don’t have to keep your computer on continually. The monitoring is the same no matter which agent type you pick.

One agent is needed for each Internet connection you would like to monitor. Your control panel allows you to install as many agents as you like and you can mix and match, having a combination of software and hardware agents.

How many agents can I have?

Most members will only need one agent but if you have more than one Internet provider at one or more locations, you can monitor all of them. You can mix and match, having a combination of software and hardware agents.

For example, if you have a computer that is on 24/7 at one location, you could use the Windows/Linux software. If you have a location which doesn’t have leave the computer on all the time, you could install a hardware agent. The hardware agent is always the best choice because it uses very little power and runs continually without interaction. No accidental monitoring losses because someone turned a computer off.

Members can install as many agents as they like. All agents will be listed in your control panel along with individual statuses and reports for each. You can also have a mix of features which are explained in the next section of this FAQ.

Reports and feature sets

Whether you order a hardware agent or download and install the software agent, your first agent will always come with all features enabled to give you a chance to try things out.

Use NutPile for free!
Use NutPile at no cost what so ever for as long as you like. If all you need is our free DDNS and/or security scan or to know when outages happen then simply install an agent and you’ve done.

If you work from home, are a remote worker, have a SoHo or anything else which requires that your Internet be very reliable, then you may want more information about the performance of your service. This is especially true when problems become ongoing and intermittent where only longer term monitoring will give you the information you need to get help.

Having the ability to turn up the details as needed is an option that comes without contracts or obligations. Go month to month or take advantage of longer term deals. The longer you monitor, the more information about the performance of your Internet can be gathered.

Included at no cost
Use NutPile to get the basics about your connection and ISP performance.

  • DDNS / DynDNS: DDNS is included for anyone running a NutPile monitoring agent.
  • Open ports scan: Shows you possible exploitable ports on your network so you can secure it.
  • Inactive notifications: Sends an email if your agent becomes inactive, no longer sending data.
  • Location nickname: A hint reminder for you to know which or where this agent is if you have more than one.
  • GEO: Sets address and time zone in order to display correct date/time where this agent is installed.
  • Notifications email address: Each agent can have its own individual email notification address
  • Inactive agent: Shows red if agent stops sending data and a notification email is sent.
  • Outages list: Shows all outages monitored and logged by your agent.
  • Editable outages details: Allows entering notes for each and every outage logged.

With features enabled, adds;

  • Text and graphs: Shows outages in both text list and graphs.
  • Graphs: showing short term historical details.
  • Outages graph: shows outages with mouse over details display more details.
  • Avg time graph: shows when most of the outages occur
  • Pings graph: with mouse over details, shows latency and other issues prior to and after outages.
  • Speed test: If enabled, automatically runs speed tests based on certain conditions. See speed testing section below.
  • Search functions: Allows searching reports for specific Date/Time ranges.
  • Ongoing historical: Shows cumulative details about outages for this connection.
  • Outage notifications: Sends an email if there was an outage in the last 24hrs or of a certain length.
  • Minimum outage: Allows setting a minimum outage to be displayed in graphs. See “Why do I see so many short outage?” on this page for more detail.
  • Tickets page: (future) Allows entering notes when contacting the ISP for this circuit.
  • Billing period: (future) Set if your bill becomes due on a specific day to know when a new month starts.
  • Billing recursive: (future) Shows starting day or billing period in outages to know when a new month starts.

Note that we are constantly developing the reports and some features could be added or omitted which are not reflected in this list.
If you would like to see an agent running in real time, please visit our demo page and log in.

Choosing an agent: Hardware vs. software

Software and Hardware agents monitor in the exact same manner. The best way to choose is to see which option fits the way you use your Internet connection.

NutPile hardware agent
The NutPile hardware agent is a plug play device, about 3×3 inches in size. You need a free Ethernet port on your router or modem to connect it. Order it through the site for a one-time fee and we’ll configure and ship it to you. Once it arrives, simply connect it to your router or modem and a wall plug for the small amount of power it uses. It will begin monitoring your Internet connection immediately, providing nonstop, highly reliable statistics.

The NutPile hardware agent is not dependent on your computer running the monitoring software. The agent does all the work. As long as your modem or router is running, it will monitor your connection. The hardware agent is the best way of receiving detailed, reliable information to help you troubleshoot connection problems or even get you better services by showing your provider your outage reports.

NutPile Software Agent
The NutPile software agent is a piece of software that you download from the NutPile website and install on a computer running Windows 7, 8, 10 or Linux. (We currently do not have a Mac version.) Ideally, your computer is running 24/7 at the location where you would like to monitor the Internet connection.

The NutPile software agent requires that you install it on a computer that is always on and connected to the Internet. Or keep the computer on for as long as you want the NutPile connection monitoring to function. The most accurate statistics will be captured if you run the software 24/7, which means that you need to keep your computer turned on and connected to the Internet.

If you use a computer that you turn off at night or while at work, you will not be able to receive accurate details, but you can still use the software. Instead, you will get some very basic averages. However, even basic averages can be useful if you find that your connection is down even more often than you realized.

Which options should I choose?
When you buy a hardware agent and/or enable a feature set, you are supporting NutPile to continue development of the software, which is the most expensive part of the service.

You can mix NutPile hardware and software agents depending on your needs. For example, you might want a hardware agent for your office or business, where having reliable Internet services is more critical, and use the software agent to monitor your home connection.

You can also choose between which level of reporting is shown to you on a per-agent basis. You can have as many agents as you wish. However, having more than one at the same location is of little value because of the nature of TCP/IP, which takes a different path each time you connect to something on the Internet.

PC sleep mode and closing laptop covers

If you are running a software agent on your personal computer or laptop, sleep mode and closing the laptop cover will prevent the software from running until the condition is changed–you lift the laptop cover back up or move/click on the PC to get out of sleep mode.

On a PC, you can usually disable this mode by changing your power settings to never sleep. This may be called the “High Performance” mode on your PC. You can find more information on this by searching for information about your particular operating system version.

Typically, when a laptop cover is closed, most running software is also put to sleep. Some laptops may not have any settings to prevent this and therefore would not be good candidates for running your agent software. Check Control Panel, Hardware and Sound, Power Options for ‘Choose what closing the lid does’. Change all ‘Plugged in’ settings to ‘Do nothing’ to prevent your laptop from sleeping.

In all cases, either ensure that your PC/Laptop is constantly running or consider purchasing a hardware agent at a low, one-time fee to receive the best reports possible.

IMPORTANT: Are you seeing the wrong time in your reports?

The most common reasons for ‘inactive agent‘ and/or incorrect dates and times in your reports are usually simple to fix.

The two main reasons
1: The correct time zone has not been set for the particular agent.
2: If running the software agent on your own hardware, make sure that the machine has the correct time.

Time zone
All agents are factory configured to send their reports using UTC time zone. Reports are converted to the correct time zone that the agent is installed in by ensuring that the time zone is correctly set in the agent settings. If a time zone is not correctly set or if the local router is blocking outgoing Internet time server requests, your reports will display the wrong date/time.

Each agent being monitored requires that its time zone be set correctly in the Settings section. By simply entering the full address where the agent is installed, the system will pre-fill all columns along with a time zone for you. Note that street addresses, while shown in your settings, will never be displayed in any reports. Setting the time zone will allow the agent to display your reports in the time zone that it is actually installed in.

For example, perhaps you have an agent installed in Minnesota and another in California. You would want to know when events have occurred in their own respective time zones otherwise, you would only see UTC time. Contacting a provider and telling them about UTC times will not help them while being able to give them specific dates/times would.

Another example where the wrong date/time might be confusing is when you share or compare reports with someone nearby to see if you’ve both suffered similar problems. There could be a date/time difference making it harder to compare. When the date/times are synced up, it becomes easier to compare results to see if they affected only one location or others as well.

PC/Server date/time settings
Agents installed on your own hardware require that the machine has the correct time zone, date and time. You can find information specific to your operating system to learn how to ensure your clock is set and functioning correctly. All agents, hardware or software, depend on reaching time servers over the Internet which are called NTP services.

We suggest using ntp.org as one of your primary time servers. For most Linux machines, you will need to look into installing NTP. Please be sure to enable the NTP service to automatically start and keep running when you start your operating system.

Is your router/firewall blocking outgoing NTP?
If your router blocks UDP port 123 (NTP), your reports will show UTC time rather than the correct date/time and/or may never update, showing the same date repeatedly until you allow port 123 out to the Internet. You must ensure that your router is not blocking outgoing NTP, port UDP 123 services regardless if you are using hardware or software agents.

Note that data which has already been stored cannot be updated but once you fix this problem, the agent will begin to show correct date/time.

NutPile Control Panel (NCP)

The NutPile Control Panel (NCP) is where you will find your agents, settings and reports.

From here, you control everything you would like to do on NutPile including changing settings for one or more agents, ordering and activating hardware agents and upgrading or renewing feature sets. This is the starting point.

Notice that your control panel is at https://ncp.nutpile.com while our main site where you can find help, articles and other information is at https://www.nutpile.com.

Reports page - cumulative

If you have enabled a feature set, your reports page will contain more details and information including cumulative data.
The top portion called Agent Details shows some of the settings for this agent along with some details. below this is the Outages Data which shows cumulative statistics gathered over the lifetime of the agent. These statistics are the totals shown in different time frames.

Hardware Details

  • DDNS: Shows your ddns url if enabled.
  • Scan: Shows if you have security scans enabled for this Internet connection.
  • Zone: Time zone you have set for this agent must be set to receive correct date/times in reports

These details can be used by support to help you and for your own information when either troubleshooting or simply wanting to keep track of certain details.

Outages Data

 
Outages graph

outagess-graph-nutpile-faq-300wThe outages graph, the most important of all of the statistics shown, is a quick and easy way of knowing if something went wrong with the connection.  The outage graph shows approximately 30 days of outage history. Each bar represents an outage.

You can view details of an outage by mousing over any individual bar, which will show you details such as date/time that the outage started, how long it lasted and a unique ID number.

If you click on any outage bar, the pings graph will immediately be displayed showing ping data 15 minutes before and 15 minutes after the outage you just clicked on. This helps to identify if overall latency was an issue or if there was a sudden hardware or other failure.

Notice a small blue line near the center of the pings graph which represents the time of the outage with approximately 15 minutes of pings before and after the outage.

Avg. time (average time of outages)

avg_times_nutpile_faq-300wAverage time of day when outages occur

This graph shows when most of your outages happen over a 24 hour period of time over the course of X number of days. The X (horizontal) axis shows a 24 hour range while the Y (vertical) axis shows how many outages have occurred on or around that time slice.

Typically, 30-60 days of outages are shown. If your connection is suffering a lot of outages, this graph may seem slow to load up because it must read and display all of the outages for this period of time.

Bar colors show when there were multiple outages on the same days at different times. The Y axis gives you a quick visual of how many outages there were on or around a certain time. Mouse over bars and its different colors to see more details such as how many outages on a certain day and at what time.

For example, you might see ‘2016-07-19 and 71 outages from 03:00 PM.
This means that from about 3PM on this day, there are 71 outages. Keep in mind that some of these outages could be micro outages that lasted only 1 second but are still being reported. Match these with your outages in the Outage Graph.

Over time, you’ll be able to see that you might experience most of your outages at certain times of day, perhaps in the mornings or in the evening when all of your neighbors get home from work.

 

Pings graph

pings-graph-nutpile-faq-300wIf you want to learn more about ping results, there are countless explanations on the net about TCP/IP, packets and the network tools used to measure performance. In a nutshell, ping results show you if your connection is suffering from high latency, which means experiencing long delays.

No matter what bandwidth plan you have, if your connection has long latency times, then its quality will be degraded and you will experience sluggish performance, decreasing effective bandwidth. The ping results show you ongoing averages and min/max ping times by conducting regular ping tests on your connection.

The graphs give more details to help illustrate what is happening with your connection. The results show average, minimum and maximum ping times. When you are having problems, you could look at your ping times to instantly visualize important clues which might help explain performance issues.

For example, if your connection is experiencing signal loss or low signal levels, there could be something wrong with the connection to your home. If neighbors seem to be affected as well, it could mean something else in your neighborhood. If ping times are always high at a certain time of day, this tells you that your provider is probably unable to meet the total amount of throughput being sold to customers in your area. If ping times are high at random times of day, this may indicate other issues with your provider.

By keeping watch of your ping times, you can gain clues which might help you request better services or encourage your provider to improve the service quality in your area for everyone. When you suffer outages (see outage graph), you can click on any of the outage bars and ping times one hour before the outage and one hour after the outage (assuming it’s been at least one hour since you checked) will be displayed in the ping graph. The graph will instantly change to show these details. A refresh of the page will return you back to the default views. As you will see, ping times can give you insight on connection health and overall performance.  

Speed test graph and settings

speed_test_graph-nutpile-faq-300wBandwidth testing is an interesting topic which many misunderstand because it isn’t only about bandwidth. A consumer can have a lot of bandwidth and yet find themselves barely able to reach things on the Internet occasionally.

Commercial speed testing sites saturate your connection but because bandwidth is shared, this is often an exercise in futility because speed testing will not show you what is actually going on with your connection.

If large numbers of consumers were doing this all day long it would take the Internet down or more bandwidth would have to be added at countless locations just to sustain such testing. No one, providers or consumers can afford the costs of running speed tests non stop.

In addition, if you were running these tests continuously, you would be using up all your bandwidth just testing it. Speed testing alone is not of much use without additional data and, if the test is being optimized to be as close as possible to your providers edge network, you are in effect testing under the best conditions possible which is not real world testing.

These articles try to explain speed testing in easy to understand terms
Are Internet speed tests for real?
Some extreme Internet speed testing that we’ve tried

Speed testing to get actual results in shared environments such as consumer grade Internet services is a very difficult problem to solve. Shared Internet bandwidth speeds can and do constantly change and in seconds. By the time a speed test is started and ended, the result is based on that duration only and slowdowns may have already passed.

The speed test graph
Your monitoring agent will trigger speed testing based on a variety of fluctuations, trying to test at the best possible moment. This will help to better visualize how speeds (bandwidth) and in fact, throughput are doing on your connection in a way that a human being trying to test at the right moment could not do.

Our solution tries to show you ongoing averages (baseline) and when speeds become lower. The result is a graph which gives you a visual representation of how your speeds are doing and which tests were conducted. You can mouse over the graph to view dates/times and types of tests. Different tests are shown in different colors to help visualize the overall report so that you can more easily compare with outages and pings reports.

Colors and meanings
Various colors help to visualize which tests are baseline and which are triggered based on certain events.

Green – Baseline test. The agent software is running a speed test on a regular basis in order to establish a baseline or average.
Blue – Latency trigger. This test is triggered when the latency of the connection begins to fluctuate outside of the measured averages.
Orange – Slowdown trigger. This test is triggered when short burst speed tests are run and the results show slower than usual speeds.
Red – Outage trigger. This test is run moments after an outage to determine if your speed is back to normal or if it remained slower than the calculated average.

IMPORTANT: Speed testing uses data

This feature is experimental in that we continue to work on its results in the background. For detailed information, please review the Speed Test graph and settings section of the NutPile FAQ on www.nutpile.com.

Monthly data plan vs unlimited plans
What most call speed is technically called bandwidth. Bandwidth and throughput are very different things. Many consumers waste money on service levels they will never use or need. Our web site contains articles which explain in non technical ways why consumers should understand these things when picking a plan.

Data and your data plan is how your Internet Service Provider (ISP) determines your usage. Speed testing uses your data. If you have an unlimited or large data plan, this may not be an issue but if you have a capped data plan or one which costs you extra after a certain amount of usage, you may want to disable speed testing.

NutPile is very sensitive to this and we optimize this test to make it useful without wasting a lot of data.

Disable all speed testing (default setting)
Leaving this default setting disabled prevents the agent from doing any speed testing what so ever.

Allow speed testing
When you enable speed testing, your monitoring agent will run fully automated speed tests with a speed limit based on various criteria. The agents job is to determine if bandwidth has fallen below a certain threshold. An algorithm builds averages relating to connection performance and when conditions fall below these averages a number of tests are triggered, including speed testing if so enabled.

Speed Limit
Bandwidth is constantly changing based on many conditions, explained in our articles. A speed limit is imposed when speed testing because we are not trying to determine the full speed of your connection but usable bandwidth. We also want to prevent high usage of your data plan. The agents job is to try and report when speeds fall below average or even usefulness.

If we did not impose a speed limit, speed testing would be continuous while you were watching movies or downloading big files which would not be of much value. Instead, the speed limit helps to prevent speed tests which are not needed and allows them to happen only when conditions are very poor.

Outages view - textual

If you wish to use the service at no cost, then a textual view of outages is available. If you have enabled a feature set, you will have access to both graphical and textual outage details.

When you enter the textual version of the outages, you will have the ability of adding notes to every outage to help keep track of any known reasons for these outages.

For example, if you know that an outage was caused by a line being cut by a local contractor or a major power failure in your area, you can make a note in that particular record for future reference. Every outage is listed with the most current being listed first.

A cumulative time for all outages displayed is shown at the bottom of the page. If you search for a certain date, all outages for that date will be shown and the cumulative amount of outage time for the results will be displayed.

DDNS / DynDNS

Providers typically charge around $10 to $15 per month per static IP. If you use a DDNS service, you need a router that communicates with a DDNS service in order to update your IP as it changes.

Why bother with complicated configurations? Simply install the NutPile agent, then from your NutPile Control Panel under “Agent Settings” you can enable or disable the DDNS function.

Your URL will be ‘id.nutpile.com‘, the ID of the agent you have installed combined with NutPile.com. (Super easy to remember!) 

If you want a reminder of what the URL is, just look at your reports for this agent and you’ll see the fixed URL as the first item in the Agent Details (right hand image).

From then on, you’ll be able to reach your home or office router and any services behind it–web, email, data storage–using an easy to remember name. The URL will continue to exist for as long as you keep your agent running so that it can constantly update our DNS servers.

Dynamic DNS is included at no cost and as a bonus, you can always use the rest of our basic services at no cost too.

Need a fixed URL for multiple locations?
If you have more than one location you would like to reach, simply install an agent at each location, enable the DDNS function and you’ll have a fixed URL for each location. Agents and their settings are managed from your NutPile Control Panel (NCP).

Security scan

Open port security scan (Beta Testing)
Also included as part of your Internet monitoring service is an Internet sided scan of your network to help you know when something has changed. By keeping an eye on open ports, including a history, it will be easier for you to know if you are susceptible to someone hacking into your home or office network.

Sometimes, while testing something, it is easy to overlook a previous setting or accidentally leaving a port open which should have been closed. Our scan lets you know about it and explain what the port is used for, letting you decide if it should remain open or closed. (For example, port 25, an SMTP mail server, port 80, an HTTP/S web server.) Members simply enable the scan in their NCP and the reports will start showing up after the first scan. Reports show open ports, recently closed ports and other information.

Note: This service is in beta testing with some work left on how the reports can be displayed in the clearest, most useful way. 

Data usage

Some specific models of the hardware agent shipped by NutPile have at least two ports which allows users to monitor the total amount of data usage on any Internet connection.

 

Why do I see so many short outages?

When you look at your reports, you might see a very high number of outages. Short outages are fairly normal in IP based communications. Most are caused because the path to the web site or other service you are using may have changed. For example, a router along the way suffers a bad interface so the machine quickly switches to another route or path in order to reconnect you to the site. This can cause a short interruption in services and happens all the time.

We could list many other reasons but let’s just say that hardware breaks, people make programming errors, wires are cut or disconnected momentarily and countless other things can go wrong. Reading this short basic technical article may also help.

Short outages typically do not affect most people and are often not really even noticed. However, if you use Voice over IP phones, video conferencing and other real time services, those services could be susceptible to short outages and the quality can quickly begin to suffer.

On the other hand, when you use services such as video streaming which buffer data in advance, then you may not notice short outages and your movies will continue playing just fine even as short outages happen. If you do see buffering, this typically means that your Internet connection is having problems.

You may not care to know about the very short outages but if you do, there is an option called the Minimum Outage in your agent settings where you can set the minimum you’d like to see in your Outages graph. This control allows you to set the minimum outages you would like to see in your reports. When set to 3+ seconds for example, your graphic outage report will only show outages of 3+ seconds.

When using this option, please keep in mind that in Standard Edition which includes historical data to the left, you may see more outages than are showing up in your Outages graph. This is because we record *all* outages of 1 second+ for historical purposes. You can view these outages in the textual version of the outages view.

Our agent is very sensitive and can determine when network paths have changed without any interruptions but also detect interruptions as short as 1+ seconds. Keep this in mind when looking at your reports.

Excessive outages

If you see dozens or hundreds of very short outages in a short period of time, then something is not quite right.

Perhaps you have a bad cable at your location or there is something wrong with the Internet connection you are monitoring. If you are monitoring from a country which has poor Internet services or where we do not have a network close enough to you, you could also see many short outages. If you know that we do not cover your area and you believe that many would be interested in the services, please have someone contact us.

If you see too many short outages in your reports, you can go to the agent settings and change the minimum outages time to something a little larger while determining what the problem may be by contacting your Internet provider to explain the situation.

Tickets menu (Currently Disabled)

The tickets function allows you to enter notes when you contact the provider for help and support.  It’s easy to lose track of notes on connection issues, so this feature allows you to keep, update and later search through tickets to keep track of issues.

As some NutPile users will have multiple agents with different providers, tickets are associated with each agent.
Available fields include:

  • Network Provider – The company providing this connection
  • Support Email Address – Your provider’s support email contact
  • Support Number – Your provider’s support contact number
  • Billing Number – Your billing number (if any)
  • Account Number  – Your account number (if any)

When you contact support, you can usually ask for a ticket number. Your provider may call it something else so if they tell you that there is no ticket number, ask them to give you a number which is associated to this particular call and notes on your account.

Once you have a unique number, you can create a new ticket by clicking on Add Ticket.

  • Ticket Number – Enter your unique support call in number here for reference
  • Ticket Time – Enter the time you called or the time of the issue if you know it
  • Problem – Enter some notes about the problem
  • Support Solution – Note what your provider told you, suggested, how they worked on and/or fixed the issue.

By keeping good notes about issues, you will have not only a way to refer back to issues which have not been taken care of but ongoing details and information to help you fix any unresolved problems.  

Why sharing reports is so cool

Part of the magic of using the NutPile service comes in the form of having the ability to share your reports. The more neighbors you have monitoring their services, the bigger the picture gets for everyone. By sharing, you can discover if an outage affected only your location or if others in your area suffered the same problem.

In the Standard Edition reports, you’ll find a Share button on the upper right hand side of the graph being displayed in the main window. As you change the main window with different graphs, you will see this button showing at all times.

To share your graph with others, simply click on this button and pick the social network you would like to share your graph on. More social networks will be added as we continue development.

nutpile-share-button

The power of social media becomes yours to use and as we introduce new reports and features in the near future, Internet services become transparent and everyone has details when contacting their provider for help.

 

Privacy IS Important

No personal data is collected or shared in any way, shape or form. We share only some statistics collected which is always anonymous and stripped of any personal data. NutPile Networks, its software and/or hardware agents do not and cannot collect personal information such as Internet locations visited, search results etc. Our agents monitor only your Internet connection and not the data flowing over it.

Please see our Privacy Statement for more details.

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