Remote Monitoring & Management Help

Overdue Devices

The device is regarded as overdue where it has not uploaded data to the Dashboard within the specified time period and we have not received a graceful shutdown message. The handling of these overdue devices depends on whether it is a server or workstation.

Server

To highlight data was not received, overdue servers appear in the Dashboard and Wall Chart with a red background Last Response time. In addition to this visual indicator, a notification email or SMS Alert is sent when the device fails to report in and a recovery message sent when the server subsequently reports back. This server alerting behavior is enabled by default, but may be configured to meet your requirements.

The overdue status for servers is only available if 24x7 Checks are configured on the device. Where the Agent is installed with only Daily Safety Checks or in Asset Tracking only (no Checks) the device will not report as overdue.

As some devices may require a longer time-period to report in, we have included the option to set how long a servers fails to report back before it is marked as overdue.

  1. Right-click on the device in the north pane
  2. Edit Server (also available from the Server drop-down)
  3. Go to General Settings
  4. Depending on the Agent version:
    1. Windows Agent 10.4.2 and later

      Enable Send an overdue alert if the server has not reported in after n minute(s) 1 minute to six hours depending on Check Frequency

      Windows Agent pre-10.4.2 and Linux Agent

      Choose the number of cycles before an alert is generated from the drop-down

  5. Enable Also send SMS alert (optional)
  6. OK to save and apply

Windows Agent from 10.4.2

From Agent 10.4.2 onwards, the overdue status is based on a period of time rather than Agent cycles.

This threshold may be set from 1 minute to six hours depending on Check Frequency. The fastest alerting is only available for those devices running 5 minute monitoring.

The enhanced overdue reporting utilizes the technology incorporated in our faster monitoring improvements, to take advantage of this feature please ensure all Agent URLs are reachable from the device.

As we carry out processing and verification before sending an Alert, there may be between a 10 to 30 second delay before the Alert is dispatched.

To take account of the new options when an Agent is upgraded to Agent 10.4.2, we automatically update the device to use the new Alert settings based on the closest matching new value, indicated in the below conversion table:

24x7 Check Cycle

Old Values

New Values

5 minute monitoring

7.5

7

12.5

10

17.5

15

22.5

20

27.5

25

15 minute monitoring

22.5

20

37.5

30

52.5

30

67.5

60

82.5

60

server_last_response

Workstation

Where a workstations fails to communicate back to the Dashboard within 1.5 times the monitoring interval (non-configurable) its Last Response Time is highlighted in yellow in the Dashboard and Wall Chart.

The workstation overdue mechanism is different to the technology used for server reporting. It does not support the generation of data overdue or received alerting and is not tied to the 24x7 Checks. For example if there are no Checks configured (for example Asset Tracking Only (no template) or only Daily Safety Checks enabled the workstation will display as overdue.

workstation_overdue

Agent Check-in behavior after Server or Workstation Restart

When a workstation or server powers on, there is a delay before the Agent service runs to allow other services to start. The Agent then checks into the Dashboard at the next scheduled Check cycle. During this time the Dashboard reports that the device is offline or overdue in the Last Response column. For workstations in particular this could result in quite a delay before it showed as online again.

This behavior was changed in Windows Agent 9.12.1. Rather than wait until the next scheduled upload, a message is sent to the Dashboard as soon as the Advanced Monitoring Agent service starts marking the device as online and updating the Last Response column.

This was further improved with the release of Windows Agent 10.9.2. From this release, rather than communicate back to the Dashboard after the delayed service start, the Agent reports back to the Dashboard shortly after startup. This ensures the Last Response column in the Dashboard more accurately reflects the computer's actual state.