Overview
This article collects the problems people meet when they set up an alert, follow an incident, or wait for an email or message that does not arrive, and how to fix them. Each item names the message or behavior you see, the cause, and the fix.
Business value
An alert that fires without telling anyone defeats its purpose. Finding the cause here gets notifications flowing again and helps you confirm that incidents reach the right people.
How it works
Alerts read the data from the last sync, raise incidents, and send notifications to the recipients and channels you set. Many problems trace back to an alert with no channel or recipient, an escalation policy that does not exist yet, or outbound email that is not set up for the deployment. For what each email contains, see Notification emails. For default values and fixed rules, see Limits and defaults.
Troubleshooting
Alerts and incidents
These problems appear when you set up an alert or follow an incident. For more, see Alert types and thresholds and Managing alert incidents.
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The alert cannot be switched on or saved.
Cause: The switch is grayed out and says "Configure this alert first." when the alert has no notification channel and no recipient email address. On private hosting, with no notification channel ticked, the switch says "Configure this alert first. Choose a notification channel, then enable it.", each step without a channel shows a warning icon with "At least one notification channel must be added", and Save stays disabled until a step has a channel. Saving fails with "There is no escalation policy for Tenant Manager yet." when no Tenant Manager escalation policy exists. Saving also fails when a channel does not belong to the chosen policy, because the policy's steps were changed elsewhere while the Configure dialog was open.
Fix: For the grayed-out switch, select Configure, tick a channel or enter a recipient (on private hosting, tick a channel; use an SMTP channel for email), save, and then switch the alert on. For the missing policy, create one from the gear menu under Escalation policies, and save again. For the channel mismatch, close the dialog, open Configure again, pick the policy and channels again, and save. -
An incident exists but nobody received a notification, or it was reopened and nothing was sent.
Cause: The alert has no channel and no recipient, outbound email is not configured, or a channel was deleted. For a reopened incident, the alert is disabled or the escalation policy had already finished.
Fix: Open View notification details and Failure reason, and then configure the delivery. For a reopened incident, switch the alert on, and check the repeat setting of the policy. -
An incident is still open after the problem is fixed, or the File column shows "Not stored".
Cause: Tenant Manager does not close incidents when the condition clears. It stops escalating them. "Not stored" appears when the alert is Client secret expiry, which keeps no file, or when no records were found.
Fix: Open Alert history, and acknowledge or close the incident. For "Not stored", use the incident details for the summary.
Emails and notifications
These problems appear when an email or message does not arrive. For what each email contains, see Notification emails.
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A notification or an automation summary email did not arrive.
Cause: When you trigger a task notification, the message "The notification could not be sent to ..." means every delivery failed, for example because email is not set up or a channel was removed. No summary email after an automation run means the run removed nothing, or no recipient or channel is set.
Fix: Check the recipient addresses and the channels, and send again. For a missing summary, check Notification settings. A summary is sent only when something was removed, a removal failed, or the run was blocked. See Notification emails for what counts as blocked. -
A report's recipient field is disabled with the message "Email sending is not set up for this deployment."
Cause: Outbound email is not set up for this deployment. In a report's configuration, the recipient field is disabled with that message. The alert dialog never disables its recipient field. For alerts, View notification details shows the recipient as failed with "Outbound email is not configured."
Fix: Use a notification channel instead, or set up outbound email.