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Unable to send Email alert actions

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Created by Jane Baylon, last modified by MindTouch on Jun 23, 2016

Views: 4,614 Votes: 2 Revisions: 3

Overview

This article provides steps on how to troubleshoot when email alert actions are not being sent.

Environment

Orion version 2015.1.x and later

Steps

Things to check when an email alert action is not being sent:

 

A.) Verify if SMTP server is valid. To test, follow this:

  1. Log in to the Orion Web Console using an account with administrative privileges.
  2. Click Settings in the top right corner of the Web Console.
  3. In the Reports and Alerts grouping, click Manager SMTP Servers.
  4. Select the SMTP Server and click Edit.
  5. Provide the Hostname or IP address of your SMTP Server and the designated SMTP Port Number. 
    Note: The SMTP server hostname or IP address field is required. You cannot send an email without identifying the SMTPserver.
  6. If your SMTP server requires authentication, check This SMTP Server requires Authentication, and then provide requested credentials.
  7. Click Send Test Email.
  8. Place in your recipient's email address and Reply address.
  9. Click Send.

 

B.) Confirm if the Email action is enabled. To check, see below:

  1. Log in to the Orion Web Console using an account with administrative privileges.
  2. Click Settings in the top right corner of the Web Console.
  3. In the Reports and Alerts grouping, click Manager Alerts. 
  4. Go to Action Manager tab.
  5. Group the list based on Action Type.
  6. Check if the Send an Email/Page actionfor the affected alert is enabled.

 

C.) Check the Alerting.Service.V2 log from path C:\ProgramData\Solarwinds\Logs\Orion to verify if there is a faulty/ misconfigured alert that causes the action to not proceed.

Some errors may indicate the following:

  • Incorrect SMTP server placed on one of the enabled alerts. Sample error below:

Error: The transport failed to connect to the server.

  • Subscriptions related issue wherein it cannot start the SWIS v3. Sample error below:

Waiting for SWIS v3.0 start. Attempt 1, exception message: "Could not connect to net.tcp://localhost:17777/SolarWinds/InformationService/v3/Orion/certificate. The connection attempt lasted for a time span of 00:00:02.2932040. TCP error code 10061: No connection could be made because the target machine actively refused it 127.0.0.1:17777. "

 

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