Question
What to do if the alarm rporting status is abnormal when eService is running?
Answer
When eService is running, if the alarm reporting status of a device becomes "Failed to receive the device alarms" or "Failed to connect the device", perform the following steps to handle the abnormal states:
Failed to receive device alarms
1. On the Devices page, select the device whose alarm reporting status is abnormal and click Stop Alarm Reporting. When alarm reporting is stopped, click Start Alarm Reporting. If alarm reporting is started successfully, go to the next step. If alarm reporting fails to be started, see How Can I Do If the Alarm Reporting Function Failed to Be Enabled for a Device? and go to the next step.
2. Check whether eService can receive the test alarms sent by the device. If yes, skip this step. If no, check whether port 10162 using UDP between the local host and device is enabled. If the port is not enabled, add an inbound rule for port 10162 on the local host running Windows. If the inbound rule is added successfully, check whether eService can receive the test alarms sent by the device.
Failed to connect the device
1. Check whether the network connection between the local host and the device is normal. If yes, go to the next step. If no, contact the equipment room administrator of the customer. After the network connection is restored, wait for 5 to 10 minutes. If the fault persists, go to the next step.
2. On the Devices page, select the device whose alarm reporting status is abnormal and click Stop Alarm Reporting. After alarm reporting is stopped, click Modify to open the Modify Device page. Enter the correct SNMP parameters and then start alarm reporting again. If the fault persists, see section How Can I Do If the Alarm Reporting Function Failed to Be Enabled for a Device?.
