FAQ and troubleshooting

Find solutions to commonly known problems that you may encounter while using the Alerts application.

Problem Solution
I can't access the application. To access it you must have a Control Center account with the admin role access and the Alerts contract line item. For more information, contact your account representative.
In the alert's editor, there is no alert for some of the services I purchased. Alerts apply to only certain services. Check the Available alerts list to see whether there are any alerts available for your services.
I can’t add one of my properties or CP codes. Check to make sure that it’s listed for selection. Alerts only covers certain types of edge traffic and not all services are currently available for monitoring. Contact your account representative for information about available services.
I don’t see my alert configurations.
  • Check that your filter boxes are empty and that the My alerts only check box is unselected.
  • Check that you’re using a proper account. The application only shows alerts associated with the currently selected account.
I don’t want to receive any emails. Delete your email address from the alert’s recipient list. See: Edit an alert.
An alert fired and I didn’t receive an email. Make sure your email address is on the recipient list. See: Edit an alert.
I received an alert notification, but my site is fine. Check if the traffic was moved to another CP code or off the Akamai network. Alerts is done via same-code historical traffic. When traffic is moved between different CP codes, the system only knows that the current CP code had an unexplained change in behavior.
Is the alert condition rounded off?
  • The number used to determine if a volume alert condition is true is not rounded. However, since the alert threshold and condition are communicated to you in Mbit/s, paralleling the alert threshold, the actual bytes/sec value of the condition is rounded down to the nearest Mbit, truncating any decimal places.
  • The number used to determine if a hits or errors alert condition is true is also not rounded. However, hit and error counts are calculated from a per second rate that is rounded up to the next integer. For example, 0.1 hits/sec would be displayed as hits=1 in an alert notification, and 5.4 hits/sec would be displayed as hits=6 in an alert notification.
I enrolled a CP code for the Adaptive alert and it has no prediction.
  • If you added the alert configuration only minutes ago, the system may still be calculating its predictions.
  • Check to make sure that alert thresholds have not been set to None.
  • Note that six months worth of data are necessary in order to make predictions.
The Adaptive alert sends too many emails. Check the alert configuration. Wrong settings can result in false positives.
  • If the thresholds are set to Sensitive, consider resetting them to Forgiving. This will reduce the number of notification emails.
  • Consider changing the Predictive Model from Daily to Weekly, or vice versa.
I created the Adaptive alert, but I’m not receiving emails and my CP code shows no alerts. Check alert's settings. If the thresholds are set to Forgiving, change it to Sensitive.
I created the Adaptive alert but I didn't receive an email even though my site had a problem and an alert fired.
  • Check that your email address is added to the recipient list.
  • The problem could be too short-lived to fire an alert.
  • Check the predictions for reasonable accuracy.
  • Check whether the data shows daily or weekly patterns and consider re-toggling the Predictive Model setting accordingly.
I want the Adaptive alert to send the notification as soon as an anomaly is detected. Firing an adaptive alert in response to a single anomaly typically generates too many false positives. Consider using different alert.