Delay on receiving emails for Alert

Hi everyone!

I upgraded my enviroment Orion Plattform 2020.2 without Hotfix to 2020.2.1 HF 2 and all the other products because i knew that there are some vulnerable products , after that i made the upgrade, all my alerts had a delay. when the nodes or components are alerted, i can see that those alerts are activated in "All active alerts" 5 - 10 minutes after, then the application sends the emails 10 - 20 minutes after that they were activated. Sometimes when the alerts are reseted, i receive the email 20 - 30 minutes afer.

I created i case with technical support but we havent made a lot. Is here anyone that has the same issue or similar? What could I do?

Thanks for your help!!

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Accepted answers

charly_ramirez

Hi everyone!

Since i asked for your help, i had this trouble with the alerts almost 2 months, i opened 3 cases where the technical support didnt know the root cause that could be provoqued this issue, i rebuilt the website, i migrated the databases, i upgraded all the products to 2020.2.4, i configured the databases and SQL server settigs but nothing solved the problem until the last week when the company started to have problem with others application that those couldnt send email, so, the team had to changed the SNMP server to RHEL 7 server and then we recived the alerts from solarwinds correctly. The team told me that they had a TLS compatibility problem from SMTP server to Office 365 which was updating its security policies. They dont know how this problem affected the sending emails. I only could see in the application's logs the next messege that was frecuently since we had the problem until it finished.

I would like to know if there is someone who explains me how the alerts work in solarwinds and why those were affected by this TLS problem.

Thanks for your help!

All comments

jblankjblank

It should be fairly unlikely that after an upgrade a delay was inserted into the alert definitions. Is this all alerts? Have you reviewed the evaluation trigger in the alert definitions. Are there any conditions based on time? What about the trigger actions, is it only the email notification that is delayed? Have you tried pairing that with a notification to the event log, does that also show up delayed?

There are certainly a number of things to check but I have not heard further reports of this issue.

charly_ramirez

hi @jblankjblank

Yes, this is all alerts that we have configured, i have checked the conditions into the alerts, the Evaluation Frequency of Alert, and the time that the condition has to exist, if a make the sum of those times, the alert´s time which active the alert is higher that the result. The action that is configured in all our alerts is, to send a email/page, the techical support told me that we should create the action "log the alert to a file" in an alert that we have configured and see the times that the alerts were activated and the emails were sent.

Im thinking if it is a good idea to run the configuration wizard, but i dont know.

Jfrazier

In your alert notification, include a timestamp from the alert event so it is explicitly set in the alert. So even if your email or ticket arrives late, you know what time the actual event occured. This gives you a valuable timeframe reference in backtracking any alert delays as well.

charly_ramirez

Hi everyone!

I would like to know if there is someone who explains me how the alerts work in solarwinds and why those were affected by this TLS problem.

Thanks for your help!

Lamagician

Thanks for the information, I will try to figure it out for more. Keep sharing such informative post keep suggesting such post.

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