Alert does not fire, fires too often or stays open

Under Alerts, click the alert and read in the History when it fired, returned or fired again. The rules are under Alerts > Manage alert rules. An owner, admin or technician changes rules and resolves alerts. What each status means is explained in How alerts work.

The alert does not fire

No new alert appears under Alerts, although the value is past the limit. A new or changed rule counts within a minute of saving. If the alert is there but no email arrived, see Alert email or report does not arrive.

The rule is off

In the Alert rules list, the switch in the Active column is off. Turn it on.

An alert is already open

If an alert for this rule and gateway is already Active or Acknowledged, no second one is added. If the condition is met again while an alert is Returned, it goes back to Active, without an email and without a notification under the bell. The History then shows Alert re-triggered.

Resolve the alert as soon as the cause is gone, as described in Handle an alert. If the rule fires again after that, the same alert opens again with an alert email. If the cooldown of the rule is still running, that email is not sent.

The check is in a trial run

A check of automatic monitoring in Trial run does not create an alert. In the Alert rules list, the Condition column then shows trial run after the check. Open Gateway settings and click Show at Automatic monitoring. In the Status column, choose On for the check and click Turn on.

The register gives no values or wrong values

A rule compares the threshold with new readings of its register, as the portal shows them. If the register has no live value on the gateway page, follow Modbus device shows no values. If the value differs from the display of the Modbus device, see Values are wrong.

Fewer false alarms holds the alert back

With Readings in a row above 1 or Minimum duration above 0, the condition must be met that many times or that long in a row. One reading that does not match resets the count. Under Fewer false alarms in the rule, you can see the earliest time after which the alert fires.

On inactivity has a lower limit

A rule On inactivity fires after 15 minutes without data at the earliest, and after at least five times the polling interval. If the gateway itself is offline, only the rule Gateway offline reports that.

The gateway has no default alerts

If an offline gateway or an error code gives no alert, check in the Alert rules list whether the gateway has rules with the label Default. A newly linked gateway gets the default alerts straight away. A gateway that was already running never gets them by itself. Add them with Apply default monitoring.

The alert fires too often

In the Triggers column on the Alerts page the number keeps rising, or emails about the same rule keep coming. What each field below does is explained in Create an alert rule.

Short peaks give an alert

With Readings in a row at 1 and Minimum duration at 0, one outlier is enough.

1. Open the alert rules

   Go to Alerts > Manage alert rules.

2. Open the rule

   In the row of the rule, click the pencil in the Actions column. The form Edit alert rule opens.

3. Enter readings in a row

   Under Fewer false alarms, in Readings in a row, enter a higher number, for example 3.

4. Enter the minimum duration

   If an overshoot must also last for some time, in Minimum duration enter the number of minutes.

5. Save the changes

   Click Save changes.

The value fluctuates around the threshold

A value that moves back and forth around the threshold keeps setting the alert to Returned and back to Active. In the same block, in Hysteresis, enter a margin. The alert is then only back to normal when the value is that margin past the threshold.

An email arrives after every reopening

An alert that you resolve while the cause remains opens again each time with an alert email. Cooldown under Alert settings is the minimum time between two alert emails of the same rule. In a new rule it is 60 minutes. Within that time a new trigger is added to the alert, but no email is sent. Increase the cooldown. The cooldown does not apply to the rule Gateway offline.

On change counts every small change

If What counts as a change is set to Automatic, every other value counts. Choose Fixed step or Percentage, so that only a larger change counts. Changes within the time at Group per are combined in one line of the History. Email is sent at most once per cooldown.

The register sometimes stays away longer

Under Minutes without data, a rule On inactivity shows how long the register stayed away the longest in recent days. If that was longer than the limit of the rule, a button with the suggested number of minutes appears below it. Click that button and then Save changes.

A check of automatic monitoring reports too often

Exclude the register or the Modbus device from that check, or correct the Kind of the register. How to do that is explained in Automatic monitoring.

The alert stays open

Under Open, the alert is Returned or Active, even if the value already looks fine.

The portal does not close a returned alert by itself

Returned means the value is back to normal. You resolve it yourself. An alert of On change is always Returned straight away.

1. Open the alerts

   Open Alerts in the menu.

2. Choose the alert

   Click the alert. The alert opens in a panel on the right.

3. Write down the cause

   In the field Add a note..., type what the cause was and what you did.

4. Resolve the alert

   Click Resolve. The alert is now under Resolved.

The portal only resolves open alerts by itself if you turn the rule off or delete it, or decommission the gateway. Switching a check to Trial run also resolves its open alerts.

The condition is still met when you resolve

The same alert then opens again at one of the next readings. Resolve the alert only when the cause is gone.

No reading arrives that resets the alert

An alert that is Active or Acknowledged only goes to Returned at a reading where the condition is no longer met. If the rule has Hysteresis, that margin counts too. If the register no longer gives values, find the cause with Modbus device shows no values.

Contact support

If you cannot solve it, contact us through the support page. Send the name of the rule and the gateway, the moment of the alert and a screenshot of the History.