Alert Notifications and Alert Sound Not Working

Issue Summary

Alert notifications and alert sounds may not be received if the required Notification settings are not enabled for the applicable user account.

Example Questions

• • Why am I not receiving alert notifications?
  • Why is the alert sound not working?
  • Why is my newly created subuser not receiving alerts?
  • Where can I enable alert notifications?
  • How can I enable alert sound for a user?
  • Why does the Company receive alerts but the Admin does not?
  • Does the Admin or Reseller account receive alerts?

Symptoms / How to Identify

• Alert notifications are not received by the user.
• Alert sound/audio is not played.
• A newly created subuser does not receive alerts.
• Alerts work for one user but not another.
• An Admin or Reseller parent account is expected to receive an alert.

Information Required Before Troubleshooting

Verify:

• User account type.
• Whether the account is:
  • Admin
  • Admin Subuser
  • Reseller
  • Reseller Subuser
  • Company
  • Company Subuser
• Notification settings for the affected user.
   
• Required permissions/access.
• Whether the issue occurs with all alerts or only specific alert types.

Troubleshooting Steps

1. Identify the account type of the affected user.
2. Confirm that the user is eligible to receive alerts:
   • Admin Subuser – Alerts supported
   • Reseller Subuser – Alerts supported
   • Company – Alerts supported
   • Company Subuser – Alerts supported
   • Admin – Does not receive alerts
   • Reseller – Does not receive alerts
3. For an eligible user, navigate to:Settings → General → Users
4. Select the relevant Admin Subuser, Reseller Subuser, Company, or Company Subuser.
5. Navigate to User Settings.
6. Check the Notifications section.
7. Ensure the required notification options are enabled.
8. Save the changes.
9. Log in to the respective user account, if required.
10. Test the alert and verify whether the notification and alert sound are received.
11. If the notification is still not received, check the applicable parent account settings and permissions.

Possible Cause

The issue may occur because:

• Notification settings are disabled for the eligible user.
• Required permissions are not assigned.
• The user was newly created and notification settings were not enabled.
• The account is an Admin or Reseller parent account, which does not receive alerts.
• Required settings are not enabled at the applicable parent-account level.

Resolution / Action

For Admin Subuser, Reseller Subuser, Company, and Company Subuser accounts, enable the required notification options from:

Settings → General → Users → Select User → User Settings → Notifications

Save the changes and test the alert again.