SxOn GW 1.0.3.40 and mobile app: different number of critical alarms?

[DCIM_Support]

Hi all!

After upgrade SxOn GW to version 1.0.3.40 I found bug: quantity of critical alarms in SxOn GW and mobile app different.

For example, in SxOn GW only one critical alarms found (this is false):

But in mobile app I found really seven critical alarms (this is true):

Somebody can confirm above the given bug?

Very thanks for the support.

(CID:115836704)

[DCIM_Support]

Hi spezialist, thanks for posting! Did you try to synchronize the Gateway?

You can do that in More...Registration and the click the Synchronize button.

Thanks,

Stine

(CID:116361653)

[DCIM_Support]

Hi Stine Hansen,

Yes, of course, I tried this option several times, but it hasn't helped.

Very thanks for the support.

(CID:116361664)

[DCIM_Support]

spezialist

Could you please provide a few pieces of information to aid in troubleshooting.

1. StruxureOn company name or Gateway Serial number. Should be able to obtain the Serial number from the Registration Menu in the Gateway.
2. Screenshot of the Critical Alarms in the Gateway and in the Phone app to see specifically which alarms are mismatched.
3. Attachment of the Gateway Logs . You can get the logs.zip through the Gateway UI --> Logs menu.

With that information the Gateway and StruxureOn teams should be able to dig into a bit further.

(CID:116364327)

[DCIM_Support]

Hi Joe,

Can you give me an e-mail, where you can send the requested private information?

Very thanks for the support.

(CID:116364335)

[DCIM_Support]

 spezialist. Here is a better plan.

In the phone app and through StruxureOn you should have the ability to open a support ticket. Most of the information needed can be obtained through that in a more private form.

(CID:116918068)

[DCIM_Support]

Joe, for me this is not the best option, since my country is not yet supported ☹️. Therefore, I could not open a support ticket: I've checked it several times already.

See also the Stine Hansen comment on this in post "Location" of devices in a SxOn mobile app is displayed differently?

Very thanks for the support.

(CID:116918070)

[DCIM_Support]

spezialist

I did a bit of research and found both your Gateway and DCE server on struxureOn.

What i can see:

Your DCE and gateway both have a overlapping set of devices and Alarms. That confirms both Gateway and DCE are sending the alarms to Struxureon correctly. Based on this, I think the problem is Specific something in the Gateway UI or the API for the UI.

I talked to the team and for this specific issue, Could you use the feature Request Form in StruxureOn and add a Link to this issue.  This should create a different category ticket that doesnt get closed out immediately. From that someone should be able to send you some debugging steps to perform so we can find the root of the problem.

(CID:116918076)

[DCIM_Support]

Hi Joe,

I talked to the team and for this specific issue, Could you use the feature Request Form in StruxureOn and add a Link to this issue.

 Feature Request Form on https://struxureon.com or https://dcimsupport.apc.com? If on https://struxureon.com еhen I do not find such an option.

 Very thanks for the support.

(CID:116918074)

[DCIM_Support]

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