So your website, server, or web service went down, but you didn’t receive an alert. What gives?! Well, failure to receive an alert can be caused by a number of things…

..but before we go into that…

Check your Alert Log

The Uptrends app keeps an active log of all activity, including SMS and e-mail alerts. To check and see whether alerts were sent:

  1. Log into the Uptrends application.
  2. Under the Alerts dropdown menu, select Alert Log.
  3. You will now see an active log of all alerts that have been sent, including date/time, escalation level sent to, and reminder setting data.

If you did not receive an alert, but you think you should have…

Check your Operator Settings

  • Is the phone number and e-mail address for the operator in question filled in correctly?
    Note: You will need to ensure that the correct country code and area code are filled in for the phone number!
  • Is the operator in question listed as “on-duty?”

  • Try sending a test SMS message to verify that it works, within the operator settings. If you do not receive the test SMS within 10 minutes, try changing the SMS gateway in the main account settings and try again.

  • Try sending a test e-mail message to verify that it works, within the operator settings.
    Note: You should check the blacklist/spam folder on your e-mail server if you are not receiving alerts, as sometimes they can appear there. We also save copies of all e-mail alerts sent out for 5 days.

Check your Alert Definitions and Escalation Levels

  • Is the monitored service in question connected to a custom alert definition?

  • What are your escalation levels configured for?

    It is important to note that these settings can change how and when we send alerts based on confirmed/unconfirmed errors.

    For example:
    The setting Send alerts when 1 or more errors have occurred means we send an alert only when one error has been confirmed. This confirmed error would leave a red bar in your monitor log.

    The setting Send alerts when 2 or more errors have occurred means that we only send alerts after 2 errors have occurred consecutively (with no OK checks between them).

Check your Monitors

  • Is your monitor active?
    If a monitor is deactivated, you will not receive any alerts, as it is not actively being monitored.

  • Did the error that occurred take place during the monitor’s maintenance window?
    Alerts will not be sent during any monitor’s configured maintenance window times.

Check your Monitor Groups

It is important to note that monitor groups do not group the alerts from all monitors that are contained within a group. The service works on a monitor-by-monitor basis, with each monitor containing its own alert conditions.

To control the alerts of a group of monitors you would need to create a custom alert definition and attach the monitors to that definition.