Remote Monitoring & Management Help

Use the Data Overdue Cross Check

When a server fails to report back to the Dashboard within the allotted time period it may not necessarily be a problem with the server itself, but an issue with the ISP or network.

To help identify this type of communication issue we have included the option to setup a Data Overdue Cross Check.

Configured at the Site level, the Data Overdue Cross Check PINGs up to two devices when a server at that Site is reported as overdue and based on the result will either mark the server as Data Overdue (if the entered devices responded to the PING request) or Site Down (if the entered devices were unreachable) on the Dashboard, Wall Chart and in the Outages tab.

Please be aware that we enhanced the Data Overdue Cross Check in Dashboard 6.28.1 to include the option to generate an Alert where the Site Down condition is met, if this option is not selected an Alert will not be generated for that server regardless of Alert settings (default behavior).

A brief overview of the Data Overdue Cross Check behavior when a server fails to report in:

Setting

Status

PING Request

Diagnosis

Action

All Settings

Data not received

Successful

Problem with server

Alert sent and Dashboard/Wall Chart/Outages tab displays Data Overdue server_overdue

Default (no alert)

Data not received

Fail

Problem with ISP

No Alert sent or Wall Chart entry, Dashboard/Outages tab displays Site Down site_down

Alert sent and Dashboard/Wall Chart/Outages

Data not received

Fail

Problem with ISP

Alert sent and Dashboard/Wall Chart/Outages tab displays Site Down site_down

Setting up the Data Overdue Cross Check

  1. Expand the Client in the left menu
  2. Right-click on the target Site
  3. Edit Site (or from the Edit menu choose Edit Site)
  4. Select Data Overdue Cross Check
  5. Enable Receive Data Overdue Alerts when the Data Overdue Cross Check fails tickbox to generate an alert when the Cross Check fails
  6. Enter the external IP Address or hostname of a network device accessible from the internet in the Primary Routerand (if required) Secondary Routerfields
  7. Click PING Routers to ensure the entered devices are reachable from the Dashboard
  8. OK to save and apply changes

Primary Router and Secondary Router

The Primary Router and Secondary Router fields support up to 30 characters in length and when configuring the router use a trace-route to determine the furthest reachable external IP Address on the path to the router and enter this address in the relevant section. This ensures it checks your internet and not just local connection.

PING Request Origin

PING requests originate from our servers, for example those referenced in the Dashboard URLs section. Depending on your configuration it may be necessary to ensure the selected routers are setup to reply to PING requests, particularly those coming from our servers.

Mail Template

You can add a Data Overdue Cross Check Status substitution string to the the Data Overdue alert Mail Template to notify you that the entered Site was unreachable.

  1. Log into the Dashboard
  2. Go to Mail Templates
  3. Server Monitoring
  4. Data Overdue Alert Mail
    1. Choose where you want the string to appear in the Plain Text Message
    2. From the substitution string drop-down select Data Overdue Cross Check Status
    3. Insert Code
    4. Choose where you want the string to appear in the HTML message
    5. From the substitution string drop-down select Data Overdue Cross Check Status
    6. Insert Code
  5. OK to save and apply

data_overdue_cross_check