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Why Am I Not Receiving Alarm Notifications?

Learn how to troubleshoot missing alarm notifications in Enbase by verifying contact information, notification settings, asset assignments, and account permissions.

Overview

If you're not receiving alarm notifications from the Enbase Dashboard, there are several possible reasons. This article walks through a few basic checks before contacting Support.

If the issue cannot be resolved, our Support team can investigate your account and notification settings.

Before Contacting Support

Confirm Your Contact Information

In the Enbase Dashboard, click your user account in the upper-right corner of the page and select Profile.

Review your profile to verify that your contact information is accurate, including your:

  • Email address
  • Mobile phone number (if applicable)

      If any of your information is incorrect or needs to be updated, submit a request to Compression Support so we can update your account.

      Verify Notification Methods

      Depending on your organization's configuration, notifications may be sent by:

      • Email
      • SMS/Text Message
      • Push notifications

            Make sure you're checking the appropriate notification method.

            Check Your Email

            If you receive notifications by email:

            • Check your Spam or Junk folder.
            • Verify emails from Detechtion are not being blocked by your organization's email filters.
            • Confirm you're checking the correct email account.

                  Verify the Alarm Occurred

                  If the equipment did not generate an alarm, no notification will be sent.

                  You can review the Alarm History in the Enbase Dashboard to determine whether an alarm was recorded.

                  Confirm You Should Receive Notifications

                  Not every user receives notifications for every asset. Notification delivery depends on:

                  • Your assigned assets
                  • Your user permissions
                  • Your organization's notification configuration

                        Before You Submit Your Request

                        If you're still not receiving notifications, please include:

                        • Your full name
                        • Company name
                        • Email address associated with your account
                        • Phone number (if applicable)
                        • The asset or site affected
                        • Approximate date and time of the missed notification
                        • How you normally receive notifications (Email, SMS, or Push)
                        • Any screenshots or additional details

                                        What Happens Next?

                                        1. A support ticket is created.
                                        2. A Support representative reviews your notification settings.
                                        3. We verify your account configuration and asset assignments.
                                        4. We investigate the reported alarm.
                                        5. We may contact you for additional information.
                                        6. You'll receive an update once the investigation is complete.

                                                    Best Practices

                                                    • Keep your contact information up to date.
                                                    • Notify Support if your email address or phone number changes.
                                                    • Verify notification settings after any account changes.
                                                    • Test notification delivery after significant account updates, when appropriate.

                                                          Need Help?

                                                          Compression Support can assist with:

                                                          • Missing alarm notifications
                                                          • Email notification issues
                                                          • SMS notification issues
                                                          • Notification configuration
                                                          • General alarm notification questions

                                                                    Contact Us - Support Information

                                                                    Existing Customers

                                                                    Compression Support

                                                                    Prospective Customers

                                                                    Sales Team

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