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Issue Creation Diagnostic Tools

A site is down, yet no issue was created. Why?

If you suspect that an issue should have been created but wasn't, use the notification generation tool in simulation mode to see why the system isn't generating a notification:

  1. Log into the site as an administrator
  2. Open the site in question and navigate to the Notifications tab
  3. Click on the Diagnostics button
  4. Make sure Simulate Only is checked and click Generate Issues & Notifications

If it is nighttime at the site, the system will not generate an issue. Enable the Bypass Daytime Check option if you want to see if there is any other reason why the website hasn't generated an issue for the system.

If a user has already created an issue for the system, then the system will not automatically generate another one. Enable the Bypass Issue Exists Check option if you want to see if there is any other reason why the system hasn't generated an issue for the system.

If you do not wish to actually create an issue, make sure the Simulate Only option is checked.

The results of the issue generation are displayed with an explanation as to why an issue was or wasn't created:

Review the event log

Use the Event Log button to review issue generation events related to the system selected:

Note that the website does not record events if notifications are off for the given system. The following types of events are recorded:

  • Skipping: Irradiance low
    No issue is created if irradiance checks are enabled and the site irradiance is under the irradiance threshold (which can be set independently for each site)
  • Skipping: Not daytime
    No issue is created if it is not "daytime" at the site; currently daytime is specified as "between 7 a.m. and 6 p.m."
  • Skipping: Last report not found
    If the system status is currently "COM ERR", then this means that the system has never reported any values; in such a case no issue is generated
    If the system status if currently "NOT PRODUCING", then this means that the system has never reported any positive values; in such a case no issue is created
  • Skipping: _daytimeMinutesDiff < _notifyAfterXMinutes
    No issue is created until the specified timeout has elapsed. This timeout can be set for each system for COM ERR and NOT PRODUCING independently (see Setting the Issue Generation Timeout below).
  • Skipping: Issue exists
    No issue is generated if an open issue already exists for the given system. The following criteria are checked:
    • If the system status if NOT PRODUCING, and either a NOT PRODUCING or COM ERR type issue exists that was created by the system, no issue is generated
    • If the system status if COM ERR, and a COM ERR type issue exists that was created by the system, no issue is generated
    • If a user has created a COM ERR or NOT PRODUCING type issue after the system last report (i.e. after the problem started), then no issue is generated
  • Skipping: This is the first time we are identifying this problem
    The system tries not to create an issue while readings are being loaded. This and the following two messages are related to this check. Specifically, if this is the first time we are identifying this problem (or the last time was a long time ago), we store the current reading in the `system` and skip, the next time around we will see if the reading is still the same...
  • Skipping: New readings have been loaded in the past 10 minutes
    We have already checked this `system` over 10 minutes ago, but since then new readings have been loaded (for COM ERR), or new positive readings have been loaded (for NOT PRODUCING), so update the last reported time and check again 10 minutes from now...
  • Skipping: Reload in progress...
    We have already checked this system over 10 minutes ago, and no new readings have been loaded since, but a reload is in progress, so wait until at least 60 minutes have passed...
    We know that a reload is in progress if more than one reading exists with the same sample time as the last reading (in case of COM ERR), or the last positive reading (in case of NOT PRODUCING).
  • Skipping: Waiting at least 30 minutes before creating a NOT PRODUCING because the system was in COM ERR in the past hour...
    We have already checked this system over 10 minutes ago, and no new readings have been loaded since, but the subsystem was in a COM ERR state in the past hour, so wait at least 30 minutes before creating a NOT PRODUCING issue. Basically, we try to give a system a bit of extra time to start reporting positive readings after it has come back from a COM ERR state before creating a NOT PRODUCING issue.
  • Creating Issue and Notification
    All of the above exclusion conditions failed, therefore an issue is created for the system.

Error Log

Use the Error Log button to see if the system has encountered any errors during issue generation for the selected system.

"Cannot obtain lock on..." type errors may occur from time to time and are usually not a cause for concern.

Send Pending Emails

The website automatically checks every few minutes if there are any pending emails awaiting delivery. However, you can force the site to check immediately for any such messages and to then send them using the Send Pending Emails button:

 

 

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