Troubleshooting

Common issues and solutions for AlertHz.

Node Issues

Node Showing Offline

Symptoms: Node appears with red offline indicator in dashboard

Solutions: 1. Check the HTTP endpoint - Verify the URL is correct - Test the endpoint directly in a browser - Ensure it uses http:// not https:// (unless configured)

2. Verify network connectivity
   • Ping the device IP address
   • Check if device is on the same network
   • Confirm firewall rules allow traffic
3. Device status
   • Ensure device is powered on
   • Check for device error lights/indicators
   • Restart the device if necessary
4. Edit and re-save the node
   • Click Edit on the node
   • Confirm all details are correct
   • Click Save to reconnect

Node Not Receiving Alerts

Symptoms: Other nodes receive alerts but one doesn’t

Possible Causes: - Node is offline (check status indicator) - Node was not selected during alert broadcast - Device firmware needs updating - HTTP endpoint changed but not updated in dashboard

Solutions: 1. Verify node is online (green indicator) 2. Test with a single-node broadcast 3. Check device logs for errors 4. Update node endpoint if IP address changed

Login Issues

Cannot Access Dashboard

Symptoms: Login page loads but credentials don’t work

Solutions: 1. Verify credentials - Check for typos (email is case-sensitive) - Ensure password is correct - Try the demo account: demo@alerthz.ca / demo123

2. Clear browser cache
   • Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
   • Clear cookies and cache
   • Try incognito/private browsing mode
3. Check account status
   • Contact your administrator
   • Verify account hasn’t been suspended

Page Won’t Load

Symptoms: Site doesn’t load or shows connection error

Solutions: 1. Check your internet connection 2. Verify the URL: https://alerthz.ca 3. Check if other sites load 4. Try a different browser 5. Contact support if issue persists

Alert Broadcast Issues

Alerts Not Sending

Symptoms: Click Send Alert but nothing happens

Solutions: 1. Verify node selection - Ensure at least one node is selected - Check that selected nodes are online - Look for error messages in red text

2. Check browser console
   • Press F12 to open developer tools
   • Look for error messages in Console tab
   • Share errors with support team
3. Reload and retry
   • Refresh the dashboard page
   • Try sending to a single node first
   • Gradually add more nodes to identify problem

Partial Alert Delivery

Symptoms: Some nodes receive alerts, others don’t

Causes: - Some nodes are offline - Network congestion - Device-specific issues

Solutions: 1. Check status of nodes that didn’t receive alerts 2. Retry failed nodes individually 3. Investigate offline nodes (see Node Issues above)

Performance Issues

Dashboard Loading Slowly

Solutions: 1. Check your internet speed 2. Close unnecessary browser tabs 3. Clear browser cache 4. Use a modern browser (Chrome, Firefox, Edge, Safari)

Adding Nodes is Slow

Solutions: 1. Ensure HTTP endpoints are reachable before adding 2. Add nodes in smaller batches 3. Check network connectivity to devices

Browser Compatibility

AlertHz works best with: - ✅ Chrome (latest) - ✅ Firefox (latest) - ✅ Edge (latest) - ✅ Safari (latest)

Older browsers may experience issues.

Getting Help

If you can’t resolve your issue:

1. Check system status: status.alerthz.ca (future)
2. Email support: support@alerthz.ca
3. Include in your message:
   • Description of the problem
   • Steps to reproduce
   • Browser and OS information
   • Screenshots if applicable

Response time: Within 24 hours on business days

← Back to Documentation