Hehehe...I'll preface this post by saying I love Kaseya and like some forum users I think the support blows!
I have a critical issue where some of my monitor sets are within alarm range but are not generating alarms and have been like this for several days or weeks by the look of things.
We only came across this issue as Symantec Endpoint Protection update cache started chewing disk like crazy on workstations using 100% of drive but funny enough no alerts/alarms from Kaseya.
Upon looking into this further a lot more of our disk monitors are not generating alerts.
To me, this is a MASSIVE problem. Essentially our alerts are not working for some reason. A core service we sell to our customers is not happening. I would class this an critical priority to get resolved.
I've checked Liveconnect and get data no problems, data in liveconnect is in alarm range. I've checked the monitor log and alarm summary there are no alarms for the monitors that are in alarm range.
As we have no phone support from Kaseya in Australia and every time I call I'm on hold for hours, I emailed Kaseya with the problem, hit the request support button in my console so they could log in and fix the problem and emailed them two of the monitor sets so they could investigate and maybe tell me if my monitor set logic was not right. I also told them the specific machine group I knew the problem was occurring with so they could focus on that specifically.
Now I can safely say the guy who responded to my email was not the sharpest tool in the shed. This particular workstation disk monitor set that is applied to at least 300-400 but he told me he could not see it applied anywhere. The second server disk space monitor is only applied to a handful of servers but again he couldn't see that applied anywhere.
I emailed him back and told him that he was wrong and to look again. The response I got was to look in the knowledgebase. Standard answer the helpdesk seems to offer. Considering their customers are in the helpdesk business, telling them to go look in the knowledgebase for the answer is a waste of my time, their time and as a customer and is simply bad customer service. If I email the helpdesk, I need help, not the brush off.
I've tried the reapply schema and defrag dbase without success. Anyone else have any suggestions?
Dump of the workstation disk monitor:
<?xml version="1.0" encoding="ISO-8859-1" ?>
-<MonitorSet name="C: Diskspace Below 750MB (WORKSTATION)" description='Generates alarm if:<br>-disk space below 750MB for 90 minutes.<br><br>Trending activated for under 5GB free space'>
<Counter name='LogicalDisk' description='null' counterObject='LogicalDisk' counter='Free Megabytes' counterInstance='C:' counterSampleInterval='1200' collectionOperator='Over' collectionThreshold='-1' trendTimeSpan='30' trendReArm='1' thresholdOperator='Under' thresholdAmount='750' thresholdDuration='10800' thresholdWarning='1' thresholdReArm='86400'/>
</monitor_set_definition>Legacy Forum Name: Monitor set not generating alarms & Kaseya support makes me cry :-(, Legacy Posted By Username: tbone2345
tbone2345This particular workstation disk monitor set that is applied to at least 300-400 but he told me he could not see it applied anywhere...
I emailed him back and told him that he was wrong and to look again.
arobarI understand the frustration of working with Kaseya support on critical issues, but try to understand where these are approaching your server from. They've never seen your monitor sets, your conventions, etc. They come into the server without any familiarity with it. It's easy to look around and not see which event set or monitoring set a person is talking about (this happens in house with us between different techs!). When you e-mail them back, don't just say, "you're wrong, look again". Give some examples of a few agents that the set is applied to.
Who knows? This might be an indicator of the problem. Maybe the tech just ripped into the database and doesn't see the set applied, in which case your VSA wouldn't know to generate alerts for it.
Monitoring generated Counter ALARM at 2:17:31 pm 29-Jul-08 on computer
Monitor Set: C: Diskspace Below 750MB (WORKSTATION)
Log Object: LogicalDisk
Agent Time: 2:17:31 pm 29-Jul-08
Alarm Time: 6:17:31 pm 29-Jul-08 UTC
Log Value: 73674
Alarm Operator: Under
Alarm Threshold: 75000 Free Megabytes
Alarm Duration: 15 Minute(s)
Lmhansenok, have you looked at the monitor logs? Can you see any values logged anywhere? If you switch it to table view, you can actually see the numbers logged.
I imported your monitor set, and am testing it on my computer now. It is unlikely that it'll trigger, and I have no means of filling up my hard drive, but we'll see if I get some numbers logged in the next 60 minutes or so.
what agens versions are you using right now?
We have had LOTS of trouble with alarms not beeing triggered, but now at
agent ver. 188.8.131.52, it seems a lot better....