Alert email or report does not arrive

The alert is under Alerts, or the hour of a scheduled report has passed, but there is no email. First go to Settings > Notifications, open the block Outgoing mail and choose Who gets it. Behind each address, the portal shows how many alert rules, reports and automations send it email, for example receives 2 of 3. The sources are listed below it.

The email was sent but cannot be found

The address is listed under Who gets it or in a send of the report, but the mailbox is empty.

The email is in the spam folder or in quarantine

Alert email and report email come from ModbusCloud with the address noreply@modbuscloud.com. Search for that address in the spam folder. Mark the email as not spam and add the address to the trusted senders. If the company mail server holds the email in quarantine, ask the IT department to allow noreply@modbuscloud.com.

The address contains a typing error

Read the address under Who gets it letter by letter. An owner or admin removes a wrong address with the cross behind the source (Remove). Then add the correct address to the same source.

No alert email arrives

The alert is under Alerts, but the email did not arrive, for everyone or for one person. If no alert appears at all, follow Alert does not fire, fires too often or stays open.

The address is not one of the recipients of the rule

An alert email goes to the Default email addresses, the Email recipients of the rule and everyone who is turned on in Who gets emails for alarms. A rule set to Only to these addresses skips the default addresses. A rule that reaches nobody does not appear under What goes out. Add the address as described in Choose who receives alert emails.

The recipient turned off this alert email themselves

Each team member chooses under My notification preferences, per severity, whether to receive alert email. The email about an offline gateway belongs to the row Gateway offline. That choice applies to their address in every source. Under Who gets it, the first number is then lower, for example receives 1 of 3.

Only the person themselves can turn the switch under E-mail in that row back on. If the switch under On in that row is also off, they turn that on first.

The email of the rule is turned off

Under What goes out, an owner or admin sees a switch behind each alert rule. If it is off, the alert still appears in the portal, but no email is sent. The same happens if the checkbox Send email to the recipients of this gateway was cleared at Apply default monitoring. Turn the switch on.

The organisation bundles alert email

If Email digest is set to Hourly or Daily, alerts arrive in a summary. It goes to the Default email addresses at every full hour or every day at 08:00. If that list is empty, the owners and admins receive it.

An address that is only under the Email recipients of a rule receives nothing in these modes. Who gets it still counts such an address as a recipient. Anyone who is turned on in Who gets emails for alarms does receive the email at once. An owner or admin sets Email digest to Immediately, or adds the address to the Default email addresses.

The cooldown of the rule is still running

After an alert email, the same rule sends email again only when the Cooldown has passed, 60 minutes by default. If the rule fires again within that time, the alert records it, but no email is sent. The cooldown does not apply to the email of a rule on Gateway offline. If the cooldown is too long, open the rule and lower Cooldown.

The alert was already open

If the rule fires while its alert is still Active, Acknowledged or Returned, no new email is sent. A rule set to On change does send email again as soon as the cooldown has passed.

Resolve the alert as soon as the cause is gone. If the rule fires after that, a new alert email is sent, outside the cooldown.

A scheduled report does not arrive

At the scheduled time, no email arrives with the Rapport bekijken (view report) button. Open Reports and expand the block with the recent sends below the list.

A green tick means the portal sent the email to the addresses in that row. A red cross means sending failed for at least one address. The row shows only the addresses that did receive the email.

If the address is in the row, follow The email was sent but cannot be found.

The team member never saved their choice for report email

The address of a team member receives the report email only after that team member has saved Report ready once. The screen already shows the switch as on, but the portal stores a choice only when you switch it. Under What goes out, such an address is missing from the report. If all recipients are such team members, no send appears at the scheduled time either.

The team member turns the switch under E-mail off and on again in the row Report ready under My notification preferences. The steps are in Create and schedule reports.

The send is off or there is no recipient

In the list under Reports, the switch in the column Active is off, or the column Recipients shows a dash. Turn the switch on. If a recipient is missing, open the report and click Schedule. Under Recipients, add an address with Add and click Save.

The button in the report email opens the sign-in page

The recipient clicks Rapport bekijken and lands on the sign-in page of the portal. The email contains no PDF, only a link to the report in the portal.

The recipient has no account in your organisation

Only someone who signs in with an account in your organisation can open the report. An owner or admin invites a colleague as described in Team members and roles. As a team member, they receive the report email only after they have saved Report ready.

For someone outside your organisation, create a PDF of the report yourself, as described in Create and schedule reports. Send them that file.

Contact support

If it still does not work, contact us through the support page. Send the address, the name of the alert rule or the report and the time when the email should have arrived. The portal records for each email whether it was sent, so support can look that email up.