Alerts immediately re-trigger after trying to manually resolve them

Article:TECH145899  |  Created: 2010-12-09  |  Updated: 2011-01-12  |  Article URL http://www.symantec.com/docs/TECH145899
Article Type
Technical Solution


Issue



When attempting to manually resolve an alert in the Event Console, the alert immediately triggers again.

 


Environment



  • Monitor Solution for Servers 7.x
  • Event Console 7.x

 


Cause



In order for an alert to be resolved in the Event Console and on the Monitor Agent, the Event Console web service must be able to communicate with the associated Monitor Agent over the defined TCP/IP port in the Monitor Agent configuration policy. If communication to the associated Monitor Agent fails for any reason, the architecture is designed to re-trigger the alert.

 


Solution



Review the following items to ensure their conditions are met:

  1. The associated machine's Altiris Monitor Agent service is running
     
  2. The Monitor Agent has a valid configuration. The following file is greater than 1 KB:
     
          x86:  C:\Program Files\Altiris\Altiris Agent\Monitor Agent\Config.xml
          x64:  C:\Program Files\Altiris\Altiris Agent\x64\Monitor Agent\Config.xml
     
  3. The local firewall is disabled or has an "allow" rule for the Monitor Agent's defined TCP/IP port
     
  4. There are no network firewalls between the Notification Server and the associated machine that are blocking the Monitor Agent's defined TCP/IP port
     
  5. The associated Monitor Agent's defined TCP/IP port is accessible from the Notification Server. This port is defined in the Monitor Agent configuration policy:
     
    Agent-based alerts:
     
    Home > Monitoring and Alerting > Monitor > Agents/Plug-ins > [OS name] > Configuration > All [OS name] Servers > TCP/IP port:
     
    Agentless alerts:
    Home > Monitoring and Alerting > Monitor > Settings > Remote Monitoring Server Settings > TCP/IP port:

 

Work-around:

Instead of resolving the alert via the toolbar/action > resolve, open the alert details and resolve the alert from this new window.

This will trigger a different process to resolve the alert.




Article URL http://www.symantec.com/docs/TECH145899


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