Unknown location / cannot connect to prey servers

Let us help you. Please tell us about…

  • Affected device (desktop, laptop, tablet, phone):
    Surface Pro (2017) laptop
  • Windows Version
    Windows 10 (build 18363 and 18362)
  • Part of Prey not working (Prey account, mobile app, a specific action or module, reports):
    Location/connection to servers

Could you please describe the problem?

The last 3 days, I have got the “Your Device Surface Pro 2017 seems to be offline, everything ok?” emails from Prey.

  • I have logged into my online account, and “update location” is failing to work.
  • I tried uninstalling and reinstalling, and Prey was getting this issue,
  • This was resolved by using C:\Windows\Prey\current\bin\prey config gui -f in the cmd prompt
  • However, device location is still showing as unknown
  • There is no “blue dot” next to the device i.e. it is flagged as “Device is not reachable by Prey’s servers or doesn’t have an active connection”

Please can someone help?

By way of some additional info:

  • I can’t attach logs, so have copied below
  • No antivirus, firewall or VPN running (other than Windows in-built defender etc)
  • Never had this problem before

Thanks so much!

Steve


Last 20mins or so of Log data

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PREY 1.9.2 spreads its wings!
Current time: Sun Jan 05 2020 12:29:45 GMT+0000 (GMT Standard Time)
Running with PID 6532 as STEVEN_SP_ over Node.js v8.9.1 on a ia32 windows system (10.0.18363)

 info Sun, 05 Jan 2020 12:29:46 GMT Plugin loaded: control-panel
 info Sun, 05 Jan 2020 12:29:46 GMT 1 plugins loaded with 0 errors.
 info Sun, 05 Jan 2020 12:29:46 GMT Initialized.
 info Sun, 05 Jan 2020 12:29:46 GMT [triggers] Watching: connection, control-zones, hostname, location, network, power, status
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Starting trigger: connection
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Running: connection
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Starting trigger: control-zones
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Running: control-zones
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Starting trigger: hostname
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Starting trigger: location
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Running: location
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Starting trigger: network
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Starting trigger: power
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Starting trigger: status
 info Sun, 05 Jan 2020 12:29:46 GMT [actions] Running: status
 info Sun, 05 Jan 2020 12:29:47 GMT [actions] Running: power
 warn Sun, 05 Jan 2020 12:29:47 GMT [control-panel] Unable to sync settings.
 info Sun, 05 Jan 2020 12:29:47 GMT [actions] Running: network
 info Sun, 05 Jan 2020 12:29:48 GMT [actions] Running: hostname
error Sun, 05 Jan 2020 12:29:48 GMT [reports] Unable to get logged_user: No logged user detected. No logged user found.
error Sun, 05 Jan 2020 12:29:48 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:29:49 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:29:49 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:29:49 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:29:50 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:29:50 GMT Error: Invalid response received with status code 406

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PREY 1.9.2 spreads its wings!
Current time: Sun Jan 05 2020 12:30:19 GMT+0000 (GMT Standard Time)
Running with PID 5104 as STEVEN_SP_ over Node.js v8.9.1 on a ia32 windows system (10.0.18363)

 info Sun, 05 Jan 2020 12:30:20 GMT Plugin loaded: control-panel
 info Sun, 05 Jan 2020 12:30:20 GMT 1 plugins loaded with 0 errors.
 info Sun, 05 Jan 2020 12:30:20 GMT Initialized.
 info Sun, 05 Jan 2020 12:30:20 GMT [triggers] Watching: connection, control-zones, hostname, location, network, power, status
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Starting trigger: connection
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Running: connection
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Starting trigger: control-zones
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Running: control-zones
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Starting trigger: hostname
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Starting trigger: location
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Running: location
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Starting trigger: network
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Starting trigger: power
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Starting trigger: status
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Running: status
 warn Sun, 05 Jan 2020 12:30:20 GMT [control-panel] Unable to sync settings.
error Sun, 05 Jan 2020 12:30:20 GMT [network] Connection error: Error: getaddrinfo ENOENT solid.preyproject.com:443
 info Sun, 05 Jan 2020 12:30:20 GMT [actions] Running: power
 info Sun, 05 Jan 2020 12:30:21 GMT [actions] Running: network
 info Sun, 05 Jan 2020 12:30:21 GMT [actions] Running: hostname
error Sun, 05 Jan 2020 12:30:24 GMT [reports] Unable to get logged_user: No logged user detected. No logged user found.
error Sun, 05 Jan 2020 12:30:25 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:25 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:25 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:26 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:26 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:26 GMT [reports] Unable to get logged_user: No logged user detected. No logged user found.
error Sun, 05 Jan 2020 12:30:28 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:28 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:28 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:28 GMT Error: Invalid response received with status code 406
 info Sun, 05 Jan 2020 12:30:28 GMT [location] New location obtained! Making the Control Panel aware...
error Sun, 05 Jan 2020 12:30:28 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:28 GMT [location] Unable to notify location: Invalid. (406)
error Sun, 05 Jan 2020 12:30:28 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:30:28 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:31:28 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:32:29 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:33:29 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:34:29 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:35:29 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:36:29 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:37:29 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:38:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:39:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:40:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:41:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:42:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:43:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:44:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:45:30 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:46:31 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:47:31 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:48:31 GMT Error: Invalid response received with status code 406
error Sun, 05 Jan 2020 12:49:31 GMT Error: Invalid response received with status code 406