Cannot receive AMAG Symmetry alarms - AMAG Symmetry 3.1

AMAG Symmetry Plugin Guide 3.1
Applies to
AMAG Symmetry 3.1
Last updated
2022-06-13
Content type
Guides > Plugin and extension guides
Language
English
Product
AMAG Symmetry
Version
3.1

You notice that alarms triggered in AMAG Symmetry are not triggered in Security Center.

Cause

This issue might happen for following reasons:

  • Alarms are not configured in Symmetry SMS.
  • Alarms are not assigned to recipients in the plugin role.
  • Alarms are set to be ignored by the plugin role.

Solution 1: Make sure alarms are processed by Symmetry SMS

In Symmetry SMS, you choose if an activity is an alarm, an event, or ignored.

  1. Open Symmetry SMS and make sure the alarm is being reported.
  2. If the alarm is not being reported, go to Operation > Alarms > Reporting Selection, and set the required activity to be reported as an alarm.

Solution 2: Assign recipients to alarms in the plugin role

  1. In Config Tool, open the AMAG Symmetry plugin role, on the Properties tab, under Alarm recipients, add all users who must be notified of the alarm.
  2. Open the Alarms task, select a Symmetry alarm entity, click Properties, and make sure that the alarm recipients you added are in the Recipients list.
NOTE: It is possible to add and change recipients for individual alarm entities. However, they will be replaced by the recipient(s) selected in the plugin's Properties page whenever a change is made to the Properties page, Ignored events page, or the Synchronization page. For this reason, it is recommended that you only use the plugin role to define alarm recipients.

Solution 3: Make sure alarms are processed by the plugin

  1. In Config Tool, open the AMAG Symmetry plugin role, on the Ignored Events tab, make sure that the alarm you want triggered in Security Center are in the Processed events list.
  2. In Security Desk, open the Monitoring task, and then make sure that the entities for which you want to receive the events are in the Event monitoring list.
  3. In Security Desk, click Options > Events, make sure that Custom event and its Display in tile option are selected, and then click Save.
  4. Make sure that each missing alarm and its Display in tile option are selected.
  5. Click Save.

Solution 4: Restart the plugin role, the plugin server, and the proxy service

If your have tried the previous solutions, and the problem persists, try each of the following:

  1. Restart the AMAG Symmetry plugin role.
  2. Restart the server on which the plugin role is running.
  3. Restart the AMAG Symmetry proxy service.