Troubleshooting

Common issues and solutions for ilert incident management platform setup and configuration.

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's Event Explorer 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

   • 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

• Set up event filters

• Use support hours

• Implement notification priority

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: [email protected]

• Live Chat: Available in the ilert dashboard