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User Guide

21.4.0
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Troubleshooting SMS alerts

This article describes the reasons why you may not be receiving SMS alerts.

The first step for any SMS troubleshooting is to double check the country code and phone number you provided to the FortiMonitor website. It may sound silly, but a simple typo could be the cause of all your problems, so do not forget to double-check this first.

Your second step should be to check your incident logs. To do this, select Incidents from the main navigation header. Find the incident you were expecting SMS alerts from and click on its Event ID, this will take you to a new page that summarizes the outage.

Select the Incident Log tab to see a detailed description of the incident including which alerts were sent out. If there was no SMS alert sent, read the next paragraph. However if the logs state that the SMS was sent and was not received, please contact our support team. If you do, please remember to include your phone number and mobile carrier.

The most common problem is a simple one, it is a configuration problem. If you have not received an SMS for an outage, despite expecting one, first check the duration of said outage and the trigger time for the Alert Timeline that covers this server. If the outage lasted less time than the trigger time on your Alert Timeline no messages were sent out because the Outage was resolved before an alert was sent. You can shorten your trigger time if you would like to be notified for even very short outages. It should be noted that we do not recommend shortening your trigger time in most cases, this will only result in a higher volume of alerts that are already resolved by the time you can respond to them.

If your configuration is set up correctly and there are still missing SMS messages then you should contact our support team. We will need your phone number and the name of your mobile provider and we will contact your SMS gateway to set up a test message.

Unfortunately no SMS gateways guarantee delivery 100% of the time, but we can change you to a gateway better suited for your mobile carrier if that will ensure better service.

Troubleshooting SMS alerts

This article describes the reasons why you may not be receiving SMS alerts.

The first step for any SMS troubleshooting is to double check the country code and phone number you provided to the FortiMonitor website. It may sound silly, but a simple typo could be the cause of all your problems, so do not forget to double-check this first.

Your second step should be to check your incident logs. To do this, select Incidents from the main navigation header. Find the incident you were expecting SMS alerts from and click on its Event ID, this will take you to a new page that summarizes the outage.

Select the Incident Log tab to see a detailed description of the incident including which alerts were sent out. If there was no SMS alert sent, read the next paragraph. However if the logs state that the SMS was sent and was not received, please contact our support team. If you do, please remember to include your phone number and mobile carrier.

The most common problem is a simple one, it is a configuration problem. If you have not received an SMS for an outage, despite expecting one, first check the duration of said outage and the trigger time for the Alert Timeline that covers this server. If the outage lasted less time than the trigger time on your Alert Timeline no messages were sent out because the Outage was resolved before an alert was sent. You can shorten your trigger time if you would like to be notified for even very short outages. It should be noted that we do not recommend shortening your trigger time in most cases, this will only result in a higher volume of alerts that are already resolved by the time you can respond to them.

If your configuration is set up correctly and there are still missing SMS messages then you should contact our support team. We will need your phone number and the name of your mobile provider and we will contact your SMS gateway to set up a test message.

Unfortunately no SMS gateways guarantee delivery 100% of the time, but we can change you to a gateway better suited for your mobile carrier if that will ensure better service.