This topic describes how to troubleshoot the issue that alert notifications are not received.

Troubleshooting process

Troubleshooting process

Procedure

  1. Log on to the Log Service console.
  2. In the Projects section, click the required project.
    You must click the project to which your alert monitoring rule belongs.
  3. In the left-side navigation pane, click Alerts.
  4. View the Alert History Statistics dashboard to check whether an alert is triggered.
    1. On the Alert Rules/Incidents tab, click your alert monitoring rule.
    2. In the Alert History chart, check whether an alert is triggered.
      Alert History
      • If the value in the Cause column is Successful, an alert is triggered. Proceed to the next step.
      • If the value in the Cause column is not Successful, no alerts are triggered. Troubleshoot the issue based on the following scenarios:
        • If the value in the Execution Result column is not Success, the alert monitoring rule fails to be executed. You can troubleshoot the issue based on the Alert rule errors chart on the Troubleshooting Center dashboard.
        • If the value in the Execution Result column is Success, the alert monitoring rule is successfully executed, but you still need to check whether trigger conditions are met, whether an alert is triggered, and whether alert notifications are sent. You can proceed based on the value in the Cause column.
          Cause Description
          Alert condition not met A trigger condition in the alert monitoring rule is not met. For example, if you set Trigger Condition to errCnt > 100 but the actual value of errCnt is less than 100, no alerts are triggered because the trigger condition is not met.
          Notify threshold not reached A trigger condition is met but the number of times that the trigger condition is met does not reach the value of Threshold of Continuous Trigger. For example, if you set Threshold of Continuous Trigger to 3, an alert is triggered only if the trigger condition is met three consecutive times.
          Notification throttled A trigger condition is met but alerts cannot be triggered within the period specified by Notification Interval. In most cases, this issue occurs if you use the original alerting feature. For example, if you set Notification Interval to 10 minutes, no new alerts are triggered if an alert is triggered within 10 minutes.
  5. View the Alert History Statistics dashboard, find the alert, and then check whether the value in the Notification Sending Status column is Success.
    In the Alert History chart, view the value in the Notification Sending Status column.
    • If the value in the Notification Sending Status column is Success, the alert monitoring system sent the alert to the alert management system. Proceed to the next step.
      Note The value Success indicates that the alert monitoring system sent an alert to the alert management system, but does not indicate that the alerting system sent alert notifications to the recipients.
    • If the value in the Notification Sending Status column is not Success, the alert monitoring system failed to send the alert to the alert management system. Submit a ticket to contact the Log Service technical support.
  6. View the Troubleshooting Center dashboard to check whether errors exist.
    1. In the left-side navigation pane, click Alerts. On the page that appears, choose Alert Management > Troubleshooting Center.
    2. View the numbers of global configuration errors and notification channel errors.
      • If the number of global configuration errors or notification channel errors is not 0, errors exist. You can view details in the Global configuration errors and Notification channel errors charts and follow the instructions in Error codes for troubleshooting.
      • If the numbers of global configuration errors and notification channel errors are 0, no errors exist. Submit a ticket to contact the Log Service technical support.