Overview of Alerts

When Uptime.com probe servers change status to either Up or Down, an alert is issued to any contacts that are associated with a check. All down alerts contain technical details about the incident, and root cause analysis (including screenshots) for Transaction and API checks

Table of Contents:

Receiving an Alert

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When you receive an alert, we recommend you first review it for technical details. Look for the error code and response time, as well as which probe locations are listed as “DOWN”. You will notice a link to the check’s Real-Time Analysis page, which you should also open and review. 

Real-Time Analysis provides a chronological timeline of the events and alerts that have been issued to a particular check. It is designed for users with access to learn the state of an outage, and develop a timeline for the outage, with technical details for each step in the process. 

overviewalerts.rta.png

Next, we suggest checking from your local terminal to see if the URL is responsive. Compare the error code Uptime.com has provided with the behavior in your browser. Check this document if your check is DOWN and you believe it should be UP. It is also helpful to test from a location outside of your work network if possible. 

Tip: Use cURL commands for further analysis. 

If your check is a Transaction or API check, we also suggest you review your Browser Console Log. This log is available within the alert, and on the check’s root-cause analysis (accessible from the check’s alert). 

overviewalerts.browserconsole.pngFinally, we suggest you review your internal logs for the Uptime.com user agent to see if and when Uptime.com probes were able to make a connection to your website. 

If this process leaves any questions unanswered, we then suggest you reach out to support@uptime.com for further details. 

Maintenance Windows Alerts

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How check alerts are sent is also determined by the maintenance window check settings. DOWN and UP notifications are based off the criteria below:

  • If a DOWN alert Is triggered before maintenance (and notification is sent), then maintenance starts, you will receive the corresponding UP alert whenever the check recovers (during or after maintenance).
  • If a DOWN alert Is triggered during maintenance, no DOWN notification is sent and the alert is automatically ignored If the check recovers during maintenance, no UP notification should be sent.
  • If a DOWN alert happens during maintenance, and the check has not recovered when maintenance ends:

    - The DOWN notification should be sent at the end of maintenance; and

    - The UP notification should be sent whenever the check recovers.

The rules above also apply to the Escalations.

Accessing Alert History

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The Alert History page provides a list of the incidents that have occurred for each server and check type you’ve configured within your account. Click Alerts, on the menu, to reach the Alert History page.


Please note: alert data for deleted checks will be removed and non-recoverable after 30 days.

Alerts

Alert Actions

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Users have the option to view an alert’s Details, go to the check’s Analysis screen, edit the check or Ignore This Alert. The options are presented as icons.

Alert

Status of the check in real-time is indicated by a green or red status bar. 

Alert Details

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Locate the alert in question, then click Actions > Alert Details (the icon) to view the full details of each incident.

Alert

Alert details contain the IP address of the probe server that encountered the error, as well as the location name. Details provide technical information about the alert, such as status code returned or the lack of an expected string. If response time is available, the alert details will also provide this information along with the size of the request.

 

Alert Emails

When a check’s UP or DOWN status changes, an alert email is sent to all Contacts configured to the check. This email includes detailed information including the check name, date, type, and locations. In the case of a DOWN notification, it will specify the error that caused the check to go DOWN.

 

 

For Transaction checks, a screenshot of the webpage at the time of the failed step is included in addition to the failed step and error message.

 

Also included in any DOWN email alert are direct links to the UI for the Alert and Real-Time Analysis, which are helpful in investigating the cause of the failed step or downtime. Click these links while logged into your Uptime.com account to navigate directly to this information.

 

 

Non-Email Alert Payloads

The detail level of alerts is based on delivery method. SMS and phone alerts do not include screenshots and links as thorough as email alerts. Alerts from third-party integrations are based on details and limits provided to Uptime.com by the integration partner. 

 

Failed Email Alert Delivery

Email alerts that notify changes in a check’s UP or DOWN status are sent from the address no-reply@uptime.com.

 

 

In the event that alert emails are not being received, we recommend investigating whether your email client, a firewall, or WAF is blocking email traffic. If so, you may be able to resolve the issue by whitelisting the IP addresses associated with Sendgrid, which Uptime.com uses to send alert emails.

These IP addresses are as follows:

149.72.163.45

149.72.227.1

159.183.188.208

159.183.205.106

If you believe that you aren’t receiving email alerts even after this whitelist step, the Support team can investigate to ensure that emails are being properly issued from Sendgrid. Send a message to support@uptime.com if you’d like us to investigate issues with missed alert emails.

 

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