Overview of Alerts

Lucas Lalonde

Updated January 08, 2025 18:34

When Uptime.com probe servers detect an outage with your check which brings it 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 can be found in your alert screen.

Table of Contents:

Receiving an Alert
Accessing Alert History
Alert Actions
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.

New UI View

Old View

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).

Finally, 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.

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 Reports>Alerts to reach the Alert History page.

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

The updated NextGen UI interface introduces several new features that enhance visibility, control, and search capabilities for alert management. Below are the detailed functionalities:

Key Features
1. Active, Resolved, and Ignored Alerts Overview
  - The interface prominently displays the total number of Active Alerts, Resolved Alerts, and Ignored Alerts, giving you an at-a-glance summary of your alert status. Clicking on one of these will filter your view accordingly.
2. Search for Alerts
  - You can search for specific alerts using either the Name, Alert ID or Service ID, enabling precise and quick retrieval of relevant information.
1. Toggle to Show Deleted Check Alerts
  - The interface includes an option to toggle on or off the visibility of deleted check alerts, giving you control over whether to include these in your alert history view.
1. Export Alerts
  - Alerts can be exported for external analysis or reporting purposes, ensuring seamless integration with other tools or documentation workflows.
1. Filter Alerts
  - Comprehensive filtering options allow you to refine your alert view based on:
    - Status: Filter by Down, Resolved, or Ignored alerts.
    - Created Date: Narrow down alerts based on their creation date.
    - End Date: Filter alerts by their resolution or end date.
    - Locations: Specify alerts associated with particular locations.
    - Tags: Use tags for custom categorization and filtering.
    - Checks: Focus on specific checks related to the alerts.
Alert Actions

If you select the 3 dots, you will have the options to:
- Edit Check - Easily edit your checks from this screen
- View Alert Details - Dig deeper into details of the outage
- View Real-Time Analysis - Review locations and timestaps of changes and more.
- Ignore the Alert - Remove this outage from your SLA and downtime report
- View the Alert ID and Service ID (These can be copied and used to search/drill down for specific alerts)
Old UI Alert View

Alert Actions Old View

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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.

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 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.

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.

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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