Delays in alerts going to email

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MarkSL
MarkSL Posts: 26  Freshman Member
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We are seeing delays of up to 2 hours when we have it set to 5 minutes after the gateway goes offline. Devices are dropping and coming back online, then hours later we get the down alert followed by the up alert a little later.

In testing, I added an additional email address (a Gmail account) so that I could tell if this was Nebula or an email issue. It is Nebula as both M365 and Gmail are getting the alert email within 10 seconds of each other, but hours after the event.

Suggestions?

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  • Zyxel_Melen
    Zyxel_Melen Posts: 1,632  Zyxel Employee
    First Anniversary 10 Comments Friend Collector First Answer
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    Hi @MarkSL,

    Thanks for telling us about this problem.

    Could you share the information I list below with me in a private message?
    1. Your org name and the site name. 
    2. The time when the issue happened.
    3. The alert email.
    Also, please help to enable Zyxel support access in Help Center > Support Request > Zyxel support access, so we can check the event log and the change log.

    I will help to check if Nebula sends the alert mail with the delay at the specific time.

    Zyxel Melen

  • Zyxel_Melen
    Zyxel_Melen Posts: 1,632  Zyxel Employee
    First Anniversary 10 Comments Friend Collector First Answer
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    Hi @MarkSL,

    Good day.
    This delay might be because we were preparing the Nebula upgrade (before 1/9).
    Since the Nebula upgrade has been finished, it should be functioning properly. Could you help to trace if the alert mail is still delayed or not?

    Zyxel Melen

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