No offline email arrived

Nothing is sent until the device has been unreachable for the whole of its Offline threshold. If that is set to an hour, a panel that died twenty minutes ago has produced no email and should not have.

Check what the threshold actually is on the configuration that device uses — it is shared, so it may have been set for a different set of panels entirely, by somebody else, some time ago.

Last seen on Device monitoring is the number to compare it against. The alert is checked continuously, so once the threshold has genuinely elapsed the email follows within a minute or two — not on the hour, and not on any schedule you can see.

Notify user / user groups can be saved empty, with the switch on and a threshold set, and nothing warns you. The alert then runs correctly and delivers to nobody.

Two subtler versions of the same thing:

• A listed user has no email address. Anyone without one is dropped silently, so a list of three people can quietly be a list of two.
• A listed group is empty, or has emptied since. The alert names the group and reaches whoever is in it now — which may be nobody.

Open the configuration’s Monitoring page and read the list rather than trusting that it was filled in. If somebody who should be there cannot be added, they lack the permission to manage devices, which is what the picker filters on.

A device record created ahead of the hardware arriving — reserved, named, placed on a floor, and never connected to anything — is skipped entirely. It cannot go offline because it was never online, so no threshold applies and no email is ever sent about it.

This is easy to miss when a panel is replaced. If somebody created a new record for the replacement rather than pairing the new hardware to the existing one, the old record goes on being watched and the new one is invisible to the alert.

Device monitoring shows a paired device’s Connection status, Last seen and its hardware details in the panel beside the table. A record with none of that has never had a device on it.

The alert sends once per outage. A panel that has been down since Friday produced one Device offline email on Friday and will not produce another, however many times anyone looks at it over the weekend.

The device is re-armed only when it comes back — the Device resume normal email is what closes that outage off. So a device that has been down a long time and never recovered is in a legitimately quiet state, and the absence of mail today says nothing about whether it was reported at the time.

If the original email is what is missing, check with everybody on the list rather than only the person who noticed. It goes to all of them at once, so it is routinely found in somebody else’s mailbox.

The offline alert uses the same outgoing mail as everything else in Offision. If booking confirmations and visitor invitations are not arriving either, this is not a monitoring problem — see send email from your own address.

Worth ruling out early when the alert has never worked once, as opposed to having stopped. A configuration set up correctly on a tenant whose mail was never finished looks exactly like a broken alert.

Check the junk folder before concluding anything. Device offline is a short, machine-generated message sent to several people at once, which is very much the shape of a thing filters take an interest in.