Start from the source: the alarm’s timeline, the rule’s History or the flow block’s result usually say what happened. Then check the channel.
Nobody was told about an alarm
| Check | Where |
|---|---|
The rule has a notify block | The rule’s JSON mode. Without it nobody is told. |
The severity reaches minSeverity | The block’s minSeverity. |
| The timeline has Notified | On the alarm page. If not, look for the lines below. |
| Muted: nobody was notified | The device is muted. See Muting a device for maintenance. |
| Notification held back (throttle) | The same change was told less than the repeat window ago (300 s by default), or it went into a storm digest. |
| Backfilled badge | Alarms from late readings are told only if still open when live data returns. |
| The change is one that notifies | A severity fall, an acknowledgement or a repeat at the same severity notifies nobody. A resolution is told only if the opening was. |
| Recipients exist | A role with no active members, or a user who left the organisation, reaches nobody. |
The timeline says Notified, but I got nothing
| Channel you expected | Check |
|---|---|
Alarm rules mail only email recipients. Members and roles get no e-mail: add the address. Check spam. | |
| SMS | Alarm rules and Rules-card rules send no SMS; only a flow with phone recipients does. |
| Push | Registering a browser from the web app is in development; most members have no registered device. See Browser push. |
| Chat app | Your account is Linked and the platform switch is on (My Profile > Chat apps). |
| Bell | Always delivered to members. The feed keeps the newest 50 items for 7 days by default. |
| Any of push, SMS, chat | Quiet hours in your time zone. Your switches in My Profile > Preferences. |
| Only some channels | The rule’s channels list restricts them. |
Critical alarms ignore your switches and quiet hours, unless an administrator turned Critical alarms ignore notification preferences off.
Too many notifications
| Cause | Fix |
|---|---|
| A flapping alarm | Add debounce or hysteresis to the rule. See Debounce, hysteresis and dampening. |
| Many devices alarming at once | The storm guard already digests above 20 per minute; lower the Storm threshold. |
| Reminders | Acknowledge the alarm, or lengthen repeatEverySec. |
| Several rules for one cause | Combine them, or raise minSeverity on the less important ones. |
| You are in several roles named by the rule | You are told once per notification, but every rule that names you tells you. |
| A rule or flow repeats | The cooldown already holds repeats of the same reason for 10 minutes; set the block’s reason to fold texts that change with each reading. |
I got a digest instead of single alarms
More than Storm threshold (per minute) alarm notifications went out in one minute. The rest were collected and sent 5 minutes after the first as “n new alarms: …”. Critical alarms still came one by one, up to Critical alarms sent during a storm (per minute). Open the link to see the alarms. Administrators can change both numbers in Alarm settings.
A notification arrived late
- A notification held back by quiet hours on push, SMS or chat is not sent later on that channel; you may see it in the bell or e-mail instead.
- E-mail and SMS are queued; a busy or failing provider delays them.
- Digests arrive 5 minutes after the first collected alarm.
- An alarm opened from late readings is announced when the device’s live data returns, or 5 minutes after the last late reading.
A flow’s Notify block
Read msg.metadata.notify in the debug panel:
| Field | Meaning |
|---|---|
held | Recipients held back by the cooldown. |
suppressed | Channels held back by a preference, quiet hours or a blocked address. |
quota | Channels left out because the monthly quota is spent or the plan lacks them. |
invalid | Entries that were not a valid user id, address or number. |
failed | Channels that failed. |
Errors: too_many_recipients (more than 20 after roles), members_unavailable, invalid_attachment, notify_failed, limit.
Everybody stopped receiving on one channel
| Channel | Check |
|---|---|
| Settings > Email credentials; the monthly e-mail quota. | |
| SMS | Enable SMS Notifications; the provider’s credentials and balance; the SMS quota. |
| Chat | The platform was disconnected or its credentials changed: Chat platforms. Members link again after a reconnection. |
| Push | Push notifications in Push Settings. |
Subscribe a webhook to notification.failure_rate_high to be told when half of the deliveries fail. See The notification log.
Still stuck? See Getting help.