Troubleshooting Tempurity™ E-mail Delivery Problems
This primary purpose of this document is to describe some specific technical approaches to follow when Tempurity System test alarm notifications are not received as expected. The following applies mostly to the use of Version 1 of Tempurity and the Tempurity Monitor. Version 2 takes a different approach designed to work in spam-protective environments. This is described in a little more detail below.
To test the ability of Tempurity to send alarm notifications, you can either use the "Test" button in the Alarm Notification Wizard(Tempurity Monitor Version 1.6), or just walk through the Alarm Notification Wizard leaving everything constant (version 1.2) to send test alarm notification messages.
Tempurity Monitor versions 1 send text messages through e-mail to text message gateways from the Tempurity Monitor computer. The below applies to both e-mail sends and text message sends. Voice alarm notifications are sent through a non-email-based mechanism and the below information is not relevant.
A general paradigm is that the administrators of mail servers are continually changing their security schemes - usually in order to increase spam protection, or as a means of circumventing hackers. These changes are occurring on both your own, internal, corporate mail server, and the mail servers of recipient domains like Gmail, Cingular, or IBM. As a result an alarm notification group that works perfectly when tested may have partial or nonexistent notification a few months later, EVEN IF YOU ARE SENDING MESSAGES THROUGH YOUR OWN CORPORATE E-MAIL SERVER. That would be the case if the mail administrators at Google(Gmail), Cingular, or IBM, or your own company had decided, in the mean time, to implement more restrictive security measures that no longer "trust" your Tempurity Monitor or even your company or its ISP in general. The decision of which email senders to trust is up to each administrator, but can be based on IP address, the type of mail software, the name of the sending domain and many other factors.
We recommending testing Tempurity Alarm Notification Groups a minimum of once per month.
Tempurity Version 2
Tempurity Version 2 uses a different method of e-mail sends that is designed to work well in spam-protective environments. In Tempurity Version 2, Monitors still are responsible for e-mail sends, but it is implemented through the Tempurity Server. Mail is forwarded, always, from the Tempurity Server computer. The Tempurity Server logs in to an SMTP mail server, which can include remote mail providers such as Gmail, Verio, or other large providers, or a local corporate mail server. Mail is sent via an authenticated account. This minimizes the possibility that security changes will affect alarm notifications dramatically, but does not eliminate this possibility. Even when using Tempurity Version 2, alarm notifications should be tested at least once per month.
Cellular Text Messages
ConclusionThis document describes a method of evaluating potential problems in the reception of Tempurity System alarm notifications.