KNOWN ISSUE: Erroneous Heartbeat alerts triggering

Article:TECH121854  |  Created: 2009-12-28  |  Updated: 2012-03-28  |  Article URL http://www.symantec.com/docs/TECH121854
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Article Type
Technical Solution


Issue



Heartbeat alerts are occurring for machines which are online and the Monitor Agent is running. These alerts are then resolved shortly after occurring.


Environment



  • Monitor Solution for Servers 7.x

Cause



While there is a server-side retry mechanism for checking Heartbeats, there is no agent-side mechanism to ensure the Heartbeat was sent in time. If a Heartbeat fails to make it to the server for any reason, the polling interval will reset and the next Heartbeat may not be sent to the server in time causing a Heartbeat alert to occur.


Solution



This is a known issue. It is under investigation and will be resolved in future release.

A possible workaround may be to adjust the Heartbeat settings to compensate for this:

  1. Access the Data Collection tab for each Monitor Agent configuration policy
     
  2. Change the Send heartbeat every: value to "10 Minutes", then Save Changes
     
  3. Access the Heartbeat tab in the Monitor Server Settings configuration policy
     
  4. Change the values to Check for heartbeat every: "12 Minutes", Retry every: "230 Seconds", and Retry attempts: "3"
     

This will allow for a period of 2 missed Heartbeat alerts to occur before a Heartbeat alert is triggered.


Supplemental Materials

ValueETK 1928319
Description

Logged in Etrack (Symantec) database


Legacy ID



50801


Article URL http://www.symantec.com/docs/TECH121854


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