Alert Problems

Overview

Sample data is being collected and transmitted. Alerts were configured to be sent via email and SMS, but recipients are not receiving them. This guide helps troubleshoot such issues.

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Potential Causes

Alert delivery issues typically fall into one of the following categories:

1. Incorrect Contact Information

   • Email or phone settings are incorrect.

   • Thresholds are correctly configured and generating alerts, but notifications cannot be delivered due to invalid contact details.

2. Incorrect Threshold Configuration

   • Email and phone information is correct.

   • However, the thresholds are not properly configured, so alerts are never triggered.

3. Incorrect Alert Configuration

   • Thresholds are set correctly and detect events.

   • Alerts are not being triggered due to incorrect alert logic or missing notification rules.

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Troubleshooting Workflow

Decision Tree for Diagnosing Alert Problems

This decision tree outlines the steps to determine the source of the issue:

                              START
                                |
              --------------------------------------
              |                                    |
   Are events shown in the Events window?       No events
              |                                    |
         YES (proceed)                      Check threshold
              |                             configuration
   -----------------------------                   
   |                           |
   Is Show Notifications      No Show Notifications
   link visible?              link in Notifications column?
   |                           |
   YES                         NO
   |                           |
Notifications were sent     Notifications were not sent.
Verify recipient details.   Check alert configuration.

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How to Verify Event Generation

To determine if a threshold was exceeded and an event was generated:

1. Access the Events Window

   • In the left pane of the UI, click Administration, then select Events.

   • If you do not see the Administration tab or Events option, you may lack the required user role.

2. Filter Events

   • Use the Search box to filter by Account or Site name.

3. Sort by Date

   • Click the Event Date column header to sort. By default, results appear in descending order (most recent first).

4. View Notifications

   • In the Notifications column, click Show Notifications to view who received email and/or SMS alerts.

   • If this link is absent, notifications were not defined for that threshold.

5. Special Case: On-Premises & SCADA Systems

   • If you're using an on-premises setup with SCADA integration, you might see an Events stream.

   • This is a child stream under the sensor's data stream.

   • Threshold-exceeding samples appear in the Samples tab of the Events stream.

   • Note: This does not indicate whether email/SMS notifications were sent.