Cannot receive SiPass alarms - SiPass 3.3

SiPass Plugin Guide 3.3
Product
SiPass
Content type
Guides > Plugin and extension guides
Version
3.3
Language
English
Last updated
2021-06-11

SiPass alarms are not listed in the Alarm monitoring task nor the Alarm report task.

Cause

This issue typically occurs when an alarm does not have recipients associated with it.

Solution 1: Confirm that SiPass alarms have recipients

  1. Open the Alarms task, select a SiPass alarm entity,
  2. Click the Properties tab, look in the Recipients list to make sure that the desired users are listed.
  3. If required, add or remove users and user groups.
  4. Make sure that the user groups you added contain the desired users.

    If you need to change the recipients for all of the SiPass alarms, follow the instructions in Solution 2.

Solution 2: Confirm that the default recipients are correct

  1. From the home page in Config Tool, open the Plugins task.
  2. In the entity browser pane, select the SiPass plugin, and then click the Properties tab.
  3. In Alarm recipients list, confirm that the desired users are listed.
  4. If required, add and remove users and user groups.
  5. Click the Synchronization tab, and synchronize the plugin to re-import all SiPass entities.

    A full synchronization imports all entities found by the proxy server. The plugin role then assigns the default recipients to all imported alarm entities.

Solution 3: Restart the plugin

If the issue persists, find out if the plugin is the cause by restarting the plugin role. This forces the plugin to perform a full synchronization with the proxy service.
  1. Deactivate and the activate the plugin role.
  2. Wait for synchronization to finish. It might take several hours.
  3. Check if alarms are now received.

Solution 4: Restart the plugin server

If the issue persists:

  1. Shutdown Windows on the plugin server, power the computer off, and then power it on.
  2. Log on to Config Tool.
  3. Wait for synchronization to finish. It might take several hours.
  4. Check if alarms are now received.

Solution 5: Restart the proxy server

If the issue persists:

  1. Restart the SiPass proxy service to trigger a full synchronization with the SiPass server.
    NOTE: Depending on the number of entities on the SiPass system, a full synchronization of the proxy service can take a long time to complete.
  2. Synchronize the SiPass plugin role.
  3. Wait for synchronization to finish. It might take several hours.
  4. Check if alarms are now received.

Solution 6: Contact Siemens

If after you have tried all the solutions listed here, and you still don't see any SiPass alarms in Security Center, then the problem is likely in the SiPass system. Contact the Siemens SiPass support team.