Itarian platform + Remote control problem

[carls]

@minntech

All my devices have been restarted. They were online and accessible prior to this morning. All of the servers I have the agent installed on show my offline alert hit around 2:20am this morning and they came back online around 5:15am this morning. I got some notifications in my Itarian portal about it, but nothing was sent to the email address I have configured in my offline alert.

I want to like and support Itarian, because they do have some neat security software and features all tied into the platform. It makes managing those things easier, but its hard when basic RMM features like sending an email alert aren’t reliable.

I have also noticed they have some issue with DKIM relating to their notifications email address, unsure if thats part of the problem? -

source:mxtoolbox.com

	DKIM Syntax Check	The record is not valid
	DKIM Signature Body Hash Verified	Body Hash Did Not Verify

smtp.mailfrom=c1notifications.com; dkim=fail (invalid public key)

Have to email support with the issues you are having? If not please do so.

[smartcloud]

The sad part is that Itarian does not seem to understand the problem here.

When this happened last week I thought the company went out of business.
I just couldnt figure out any other reason, I coudlnt imagine that the company didnt care enough to communicate a major issue to its customer.

Major outage and no response from calling support, emailing support and no updates in the forum.
SHAME on Itarian.
We all understand outages but we dont understand dropping the ball on communication, and now days after we get nothing of value.
I understand now why Itarian gets shut down when brought up in MSP circles.

[minntech]

I did some more digging and it looks like my O365 service has started quarantining their emails due to bad SPF and DKIM records. So at least its something I can probably resolve by adding their emails to safe sender lists but seems odd they dont have their own DNS records setup correctly for emailing.

[carls]

@minntech

I did some more digging and it looks like my O365 service has started quarantining their emails due to bad SPF and DKIM records. So at least its something I can probably resolve by adding their emails to safe sender lists but seems odd they dont have their own DNS records setup correctly for emailing.

Surprise Surprise Surprise

[smartcloud]

@minntech

I did some more digging and it looks like my O365 service has started quarantining their emails due to bad SPF and DKIM records. So at least its something I can probably resolve by adding their emails to safe sender lists but seems odd they dont have their own DNS records setup correctly for emailing.

Why should we buy more security products from a company that can’t even setup their own dns records.
A company that can’t even communicate.

[minntech]

@smartcloud

Why should we buy more security products from a company that can’t even setup their own dns records.
A company that can’t even communicate.

When I communicate with person@itarian.com I dont have any issues getting their emails. It only seems an issue with their support address and the c1notifications.com that go to spam. Im assuming they have some other mail server sending those messages on behalf of their domains and maybe they switched to another system at one point and just forgot to update DNS records? I dont use any out-of-the-ordinary email security, just O365 spam settings but their outdated DNS records just may be enough to where O365 is now quarantining those emails.

I have reported it to their support so hopefully they will look into it. Or better yet it would be nice to see and option in Itarian to configure a custom SMTP server for notifications to have those sent by my own email server.

[mrchelpdesk]

It seems the issue has resurfaced for us. We can only see about 25% of our remote clients on Remote Control Endpoint Manager. Is anyone else having issues?

[minntech]

@mgoetze@motionrc.com

It seems the issue has resurfaced for us. We can only see about 25% of our remote clients on Remote Control Endpoint Manager. Is anyone else having issues?

Not at the moment. Endpoints are online, green status icons, and Remote control is connecting and working.

[RT-AMS]

@terry.r

Itarian has never cared to communicate to their customers when they are having issues, it doesn’t surprise me that anything different has happened this time. Their status page says everything is great yet they have a banner at the login page saying there are issues but points to a comodo forum post that says all was resolved yesterday and no response to the person who asked about Itarian still being down.

It’s once again disappointing however it isn’t surprising.

What would be the best way of communicating?

[RT-AMS]

@mcfproservices

Hi

The communications about this outage is simply not good enough.

We (msp’s) understand about outages, we have them ourselves for one reason or another.
We are expected to communicate with our clients, email, phone, in person whenever it happens with timeframes, updates and so forth, but a banner on the website is not good enough at all.
Most of my clients would simply move on to another provider if I did what seems to be next to nothing.

Itarian, should have our registered emails, should be at least have email, link to a working live portal update and post in the forum, like I stated - outages are accepted as a part of our business, lack of communications are not.

Even today I’m getting a lot of devices with the blue status symbol, connected but not online correctly.

Last night I had a whole group of servers alert and showed off line, but they where still running and fine.
I actually sent a tech out after hours to confirm all was ok - before my clients arrived for next day at work.

Also getting a lot of security alerts with files detected then restored on systems, but cannot trace on the portal.

mcfproservices

Let me see what the team can do on enabling communication from emails

[RT-AMS]

@carls

I am currently evaluating Atera, and thus far the support is wonderful, they have chat support for the platform, and as far as I can see it offers all the same features the Itarian does, with the added benefit it doesn’t nag you to install security if one is installed. We use Defender for endpoint and chose not to deploy Comodo for the endpoint security, and I get bothered by pop-ups weekly that I don’t have security software installed, and reminds me that I should

You getting sales popups for Comodo AV???

Can you share as we do not want off putting nag screens

[RT-AMS]

@minntech

All my devices have been restarted. They were online and accessible prior to this morning. All of the servers I have the agent installed on show my offline alert hit around 2:20am this morning and they came back online around 5:15am this morning. I got some notifications in my Itarian portal about it, but nothing was sent to the email address I have configured in my offline alert.

I want to like and support Itarian, because they do have some neat security software and features all tied into the platform. It makes managing those things easier, but its hard when basic RMM features like sending an email alert aren’t reliable.

I have also noticed they have some issue with DKIM relating to their notifications email address, unsure if thats part of the problem? -

source:mxtoolbox.com

	DKIM Syntax Check	The record is not valid
	DKIM Signature Body Hash Verified	Body Hash Did Not Verify

smtp.mailfrom=c1notifications.com; dkim=fail (invalid public key)

If there are blockers like this please let support or me know and we shall get them fixed!

[RT-AMS]

Hi @squaremcs

The message you have posted which is

We are and we have tried from multiple IPs and both ATT and Comcast.

unfortunately does not make any sense or give context for a proper reply, can I request you start a new post / thread with full details so people can join in the conversation and / or help.

Regards
Robin