User manual

Sensorsoft Alert User Manual

Sensorsoft device readings have erroneous values

This can occur if your Sensorsoft device has EEPROM failure or if it experiences large amounts of electro-

magnetic interference. To check if EEPROM failure is the cause, go to the Device Configuration page of

the Sensorsoft device by clicking on the device’s Description hyperlink in the Main List View. On the

bottom of the Device Configuration page you will see the event error counter for EEPROM Failures. If

the EEPROM Failure counter is greater than zero, then the Sensorsoft device is having EEPROM failures

and needs to be repaired.

The Sensorsoft Alert start date and time shown on the Alert web interface is wrong

This can occur if the Sensorsoft Alert date and time settings were wrong when the appliance booted up.

To prevent this from happening, use NTP server for time synchronization (Refer to section Setting Date

and Time). The date and time settings of the SSA7004 and SSA7008 model appliances are backed up by

internal batteries. The SSA7001 appliance has no internal battery to maintain the date and time during

power disconnection.

To correct the start date and time, first you must specify either the correct date and time manually or use a

NTP server (Refer to section Setting Date and Time). If you have a SSA7001model appliance, then you

must use a NTP server. Then, reboot Alert through the Alert web interface (Refer to the section Safe

Reboot / Shutdown).

View Monitor List Error Messages

The View Monitor List will display error messages if your Alert appliance is having problems in

communicating with a monitored device or if it detects a device is malfunctioning. The following is a list of

common error messages and their solutions:

OFF LINE – TCP Connection Problem

The TCP port that is sharing the device may not be open. Take the following steps to fix the problem:

1. The fastest way to solve this problem is to stop monitoring this port, and then restart monitoring it. To

stop monitoring the port, go to the Administration page and in the Port Settings table, clear the

Enable Monitor checkbox, and click Save Changes. To restart monitoring, go back to the

Administration page and in the Port Settings table, check the Enable Monitoring checkbox, and

click Save Changes. Go to the View Monitoring List page and refresh it a few times to see if the

error message is gone.

2. If the error message is still there after 1 minute, then you should reboot your Alert appliance.

Remember to use the Alert web interface to safely reboot your appliance or else your settings may not

be saved to the flash (Refer to the section Appliance Shutdown and Reboot).

3. If the error message persists, then click the About hyperlink on the left side of the web page. Check

the software version number. If the version number is below 1.0.69, then you need to upgrade to the

latest firmware (Refer to section Upgrading the Firmware on your Alert Appliance ).

TIMEOUT – Device Not Responding

There are two possible causes of this error:

1. Other clients such as SCOM and Remote Watchman Enterprise may be monitoring this device through

the Alert appliance’s device sharing TCP ports. This in turn can cause the Alert appliance to have

occasional connection problems to the device because only one client is allowed to connect to a

particular device at anytime. If this is the cause, the error message will come and go periodically.