Alerts Server Troubleshooting: Difference between revisions
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*[[ | {{troubleshooting}} | ||
*[[ | *[[Alerts Server Troubleshooting#Checking Alerts Server Configuration|Checking Alerts Server Configuration]] | ||
*[[ | *[[Alerts Server Troubleshooting#I set my user to receive Alerts but I do not get any email alerts|I set my user to receive Alerts but I do not get any email alerts]] | ||
*[[Alerts Server Troubleshooting#I checked all of the settings, the alerts system is activated, and and I still don't get email alerts|I checked all of the settings, the alerts system is activated, and and I still don't get email alerts]] | |||
*[[Alerts Server Troubleshooting#I made changes in RangerMSP (i.e. added a new Ticket, etc.) and I am not getting any Alerts|I made changes in RangerMSP (i.e. added a new Ticket, etc.) and I am not getting any Alerts]] | |||
====='''Checking Alerts Server Configuration'''===== | |||
New in version 7 is a utility to check that your Alerts Server configuration and Alerts settings are defined correctly. If you've followed the instructions to [[Alerts Server#RangerMSP Alerts Setup|setup]] the Alerts but still you, your employees or your customers are not getting alerts then this utility will scan for a range of problems and suggest how to resolve any that may be found. | |||
<br>To run it go to '''Settings > RangerMSP Alerts Server > Configuration Check''' and click the Run button. | |||
[[File:Alerts-server-checks.png]] | |||
<br> | |||
====='''I set my user to receive Alerts but I do not get any email alerts'''===== | ====='''I set my user to receive Alerts but I do not get any email alerts'''===== | ||
'''Solution:''' You should check the following options: | '''Solution:''' You should check the following options: | ||
#It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the | #It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the RangerMSP Server service in order for the settings to take effect immediately. | ||
#Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the | #Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the RangerMSP Server Windows service is running). | ||
#When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different | #When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different RangerMSP user. | ||
====='''I checked all of the settings, the alerts system is activated, and and I still don't get email alerts'''===== | ====='''I checked all of the settings, the alerts system is activated, and and I still don't get email alerts'''===== | ||
'''Solution: '''In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue: | '''Solution: '''In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue: | ||
#Stop | #Stop RangerMSP Server service | ||
#Run <server>\ | #Run <server>\RangerMSP\Server\ServerConfig and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make. | ||
#To delete old pending alerts, delete all the files in the following folder: <server>\ | #To delete old pending alerts, delete all the files in the following folder: <server>\RangerMSP\Server\QSysEDOutbox\ | ||
#Restart | #Restart RangerMSP Server service and verify email alerts are being sent | ||
For more Outgoing Emails troubleshooting, please refer to the [[Troubleshooting#Email Connector Installation Troubleshooting|Email Connector Troubleshooting section below]] (both the Email Connector and the Alerts Server use the same Outgoing mechanism). | For more Outgoing Emails troubleshooting, please refer to the [[Troubleshooting#Email Connector Installation Troubleshooting|Email Connector Troubleshooting section below]] (both the Email Connector and the Alerts Server use the same Outgoing mechanism). | ||
====='''I made changes in | ====='''I made changes in RangerMSP (i.e. added a new Ticket, etc.) and I am not getting any Alerts'''===== | ||
'''Solution: '''You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert. | '''Solution: '''You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert. | ||
| Line 27: | Line 39: | ||
==See Also== | ==See Also== | ||
*[[Alerts Server| | *[[Alerts Server|RangerMSP Alerts Server]] | ||
*[[Troubleshooting]] | *[[Troubleshooting]] | ||
[[Category:Troubleshooting]] | [[Category:Troubleshooting]] | ||
__NOTOC__ | __NOTOC__ | ||
Latest revision as of 07:46, 8 July 2020
- Checking Alerts Server Configuration
- I set my user to receive Alerts but I do not get any email alerts
- I checked all of the settings, the alerts system is activated, and and I still don't get email alerts
- I made changes in RangerMSP (i.e. added a new Ticket, etc.) and I am not getting any Alerts
Checking Alerts Server Configuration
New in version 7 is a utility to check that your Alerts Server configuration and Alerts settings are defined correctly. If you've followed the instructions to setup the Alerts but still you, your employees or your customers are not getting alerts then this utility will scan for a range of problems and suggest how to resolve any that may be found.
To run it go to Settings > RangerMSP Alerts Server > Configuration Check and click the Run button.
I set my user to receive Alerts but I do not get any email alerts
Solution: You should check the following options:
- It can take up to 10 minutes for new Alerts preferences to take effect. You can wait, or restart the RangerMSP Server service in order for the settings to take effect immediately.
- Make sure your system administrator has activated the system alerts (set the system to ON using the ServerConfig utility) and that the RangerMSP Server Windows service is running).
- When testing the alerts, note that you will not receive Alerts for changes you have made. You should perform the changes with a different RangerMSP user.
I checked all of the settings, the alerts system is activated, and and I still don't get email alerts
Solution: In some cases, old settings already created wrong email alerts which are "stuck" in the outgoing queue and prevent the system from going on to the new alerts. In this case, you should first cleanup the outgoing queue:
- Stop RangerMSP Server service
- Run <server>\RangerMSP\Server\ServerConfig and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make.
- To delete old pending alerts, delete all the files in the following folder: <server>\RangerMSP\Server\QSysEDOutbox\
- Restart RangerMSP Server service and verify email alerts are being sent
For more Outgoing Emails troubleshooting, please refer to the Email Connector Troubleshooting section below (both the Email Connector and the Alerts Server use the same Outgoing mechanism).
I made changes in RangerMSP (i.e. added a new Ticket, etc.) and I am not getting any Alerts
Solution: You only receive Alerts for changes made by other people. When you make a change in the system on entities related to you (e.g. you assign yourself a new Ticket), you will not receive an Alert.