Why was the alert notification not received?
Issue Title
- Notification not received
Issue Summary
An alert notification may not be received even when the alert was successfully generated. This can happen when the notification channel is not configured correctly, the recipient is not properly assigned, contact details are incorrect, or the notification service fails to deliver the message.
Symptoms / How to Identify
- Alert is visible in the Alerts section, but no notification was received.
- The alert was generated successfully, but the user did not receive an email, SMS, WhatsApp message, or other configured notification.
- Notification is received by some users but not others.
- Notification history shows a failed, pending, or undelivered status, if available.
- Multiple notifications may be missing for the same alert channel.
- The issue may affect one alert, one recipient, or multiple alerts/users.
Information Required Before Troubleshooting
- Vehicle/Object name or ID
- Device IMEI/Serial Number
- Alert name/type
- Alert date and time
- User/recipient who did not receive the notification
- Notification channel: WhatsApp, Email, SMS, or other
- Recipient contact details
- Alert configuration
- Notification/recipient assignment
- Alert record or screenshot
- Notification delivery status/log, if available
- Whether other recipients are receiving the same notification
Troubleshooting Steps
Check on Device
- Verify that the device generated and transmitted the data required to trigger the alert.
- Check the event timestamp and relevant parameter in the device data.
- Verify that the device was Online and communicating when the event occurred.
- Confirm that the alert itself was generated based on the received device data.
Check in System
- Verify that the alert was successfully generated in the Alerts section.
- Check whether the correct notification channel is enabled for the alert.
- Verify that the intended user/recipient is assigned to the alert.
- Check the recipient's contact details, such as email address or mobile number.
- Verify notification preferences, schedules, or restrictions.
- Check notification history/logs for the alert.
- Check the notification delivery status, such as Sent, Pending, Failed, or Delivered, if available.
- Verify whether other users are receiving the same notification.
- Check whether the issue occurs with other alerts using the same notification channel.
Compare and Identify
- Alert was not generated: Troubleshoot the alert-generation issue first.
- Alert was generated but no notification was sent: Check notification configuration and system processing.
- Notification was sent but not received: Investigate the relevant notification provider/channel.
- Some recipients receive the notification while others do not: Check recipient-specific configuration and contact details.
- Multiple channels fail simultaneously: Investigate the system notification service or configuration.
Possible Causes
- Notification channel is disabled.
- Recipient is not assigned to the alert.
- Incorrect email address or mobile number.
- Notification preferences are incorrectly configured.
- User notification schedule or restrictions are preventing delivery.
- Notification service failure.
- WhatsApp, email, or SMS provider issue.
- Message rejected or blocked by the provider.
- Notification is pending or failed in the system.
- System-side notification processing issue.
Resolution / Action
First confirm that the alert was generated successfully. Then verify the notification channel, recipient assignment, contact details, notification preferences, and delivery status.
If the system shows that the notification was sent successfully but the recipient did not receive it, investigate the relevant WhatsApp, email, or SMS provider. If the notification was not sent or is stuck in the system, escalate to the technical/system team with the alert details, recipient information, notification channel, timestamps, and delivery logs.