> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/getting-started/quick-start-guide/troubleshooting.md). # Troubleshooting This guide helps you resolve common issues when setting up and using ilert's incident management platform. ## Alert Sources ### Alerts Not Being Created **Symptoms:** You’ve sent an alert, but nothing appears in ilert. **Possible Causes & Solutions:** 1. **Check for Incoming Events** Go to the [alert source logs](/alerting/configure-alerting/alert-sources.md#alert-source-logs) and verify whether any events have been received. * **If events are visible**: The alert source settings may be preventing alert creation. This can happen due to: * Grouping settings that suppress duplicate alerts * Filters that block certain event types Review and adjust the alert source configuration as needed. * **No Events Showing Up?**: If you don’t see any events at all in the alert source, continue with the next steps. 2. **Incorrect API Key or Webhook URL** * Verify you're using the correct API key or webhook URL from your alert source * Check that the URL is copied completely without extra spaces 3. **Network Connectivity Issues** * Test connectivity: `curl -I https://api.ilert.com/api` * Check firewall rules and proxy settings * Verify DNS resolution 4. **Invalid Request Format** * Check the integration documentation for correct payload format * Verify Content-Type headers are set correctly * Ensure required fields are included 5. **Rate Limiting** * Check if you've exceeded API rate limits * Implement exponential backoff in your integration ### Alerts not being resolved automatically **Symptoms:** Alerts remain open even after the issue is fixed. **Solutions:** * Verify your monitoring tool sends resolve events, e.g. check that `send_resolved: true` is configured (for Prometheus) * Ensure the same `alertKey` is used for both alert and resolve events ## Notifications ### Not receiving notifications **Symptoms:** Alerts are created but you don't get notified. **Possible Causes & Solutions:** First, check the alert's timeline for notification entries. If there are no notification entries, check the following steps: 1. **Notification Settings** * Check your [notification settings](/alerting/configure-alerting/notification-settings.md) * Verify your phone number is correct and verified * Ensure notification rules are configured properly 2. **Escalation Policy** * Verify you're included in the escalation policy * Check that the escalation policy is assigned to the alert source * Ensure you're on-call if using schedules 3. **Support Hours** * Check if support hours are configured and you're within them * Verify notification priority settings 4. **Mobile App Issues** * Reinstall the mobile app * Check device notification settings * Verify push notification permissions ### SMS/Phone calls not working **Symptoms:** You receive email/push notifications but not SMS or calls. **Solutions:** * Verify your phone number is correct and verified * Check your country's SMS/voice support * Ensure you haven't exceeded SMS/voice limits (Free plan) * Test with a different phone number ## Mobile App ### App not working **Symptoms:** App crashes, won't load, or can't connect. **Solutions:** * Update to the latest version * Clear app cache and data * Check internet connectivity * Reinstall the app ### Push notifications not working **Symptoms:** You don't receive push notifications on mobile. **Solutions:** * Check device notification settings * Verify app has notification permissions * Enable critical alerts (iOS) * Check Do Not Disturb settings ## Performance Issues ### Slow response times **Symptoms:** Dashboard loads slowly or API calls are slow. **Solutions:** * Check your internet connection * Clear browser cache * Try a different browser or device * Contact support if issues persist ### High alert volume **Symptoms:** Too many alerts causing notification fatigue. **Solutions:** * Configure [alert grouping](/alerting/configure-alerting/alert-sources.md#alert-grouping) * Set up [event filters](/alerting/configure-alerting/alert-sources.md#event-filter) * Use [support hours](/alerting/configure-alerting/support-hours.md) * Implement [notification priority](/alerting/configure-alerting/alert-sources.md#notification-priority-and-support-hours) ## API Issues ### Authentication errors **Symptoms:** API calls return 401 or 403 errors. **Solutions:** * Verify API key is correct and active * Check API key permissions * Ensure proper Authorization header format * Contact support to verify account status ### Rate limiting **Symptoms:** API calls return 429 errors. **Solutions:** * Implement exponential backoff * Reduce request frequency * Check rate limit headers * Consider upgrading your plan ## Getting Help ### Before contacting support 1. **Check this troubleshooting guide** 2. **Review the relevant documentation** 3. **Test with a simple example** 4. **Gather relevant logs and error messages** ### Contacting support When contacting support, include: * **Error messages** and logs * **Steps to reproduce** the issue * **Expected vs actual behavior** * **Environment details** (browser, OS, etc.) * **Screenshots** if applicable **Support Channels:** * **Email:** * **Live Chat:** Available in the ilert dashboard --- # Agent Instructions This documentation is published with GitBook. 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