Troubleshooting Notifications

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Notifications are not being sent or received

The following table lists potential causes and solutions.

Cause

Solution

The Notifications feature is not enabled in the application, questionnaire, or workflow.

Configure Notifications in the application, questionnaire, or workflow. Enable Notifications on the General tab of the applicable application or questionnaire in Application Builder.

Ensure the notification blueprint is active.

The job engine is not running in the Windows Services.

Start the Job Engine in the Windows Services.

The Notifications feature is not configured properly in the Archer Control Panel.

Configure Notifications in the Archer Control Panel.

The wrong type of notification blueprint is used for the triggering data.

Ensure you are using the correct type of notification blueprints for the data that is being triggered.

Updates to records trigger subscription notifications. You can update records manually or through a data feed.

Reminder notifications are based on specific criteria. All criteria must be met to trigger a notification.

The record in the data feed does not trigger the notifications.

 

Ensure the data feed is configured for sending notifications. Select Send Notifications in the Additional Properties of the data feed.

Use Subscription Notifications in a data feed so that data is accessible on the schedule of the notifications.

Reminder notifications are based on specific criteria. All criteria must be met to trigger a notification.

The notification jobs are not prioritized properly.

Set the job priority in the Job Engine Manager. For more information, see "Set Filters" in the Archer Control Panel Help.

There are many jobs ahead of the notification job types.

Change the priority of the SendNotificationJob or SendMessagesJob notification job types.

User cannot view the record

The following table lists potential causes and solutions.

Cause

Solution

The user does not have permissions to view the record.

Check the Access Roles of the user to ensure that the user has access rights to the application or questionnaire of that record.

Ensure that the user has access rights to view that record, including Cross-Reference fields and related records.

Troubleshooting filter criteria for reminder notifications

Filter criteria can be defined in the delivery schedule of a reminder for Subscription notifications.

Records do not have to be saved or updated to send a reminder notification. Records are evaluated at the specified time according to the delivery schedule. The reminder notification is sent when a record meets all the defined filter criteria.

The following scenarios provide the filter criteria for sending reminder notifications before the current data and after the current date.

Filter criteria before the current date

Scenario 1 Notification is evaluated and sent every day for all records where "Date Field 1" is more than 1 day before the current date.

Field

Operator

Days

Occurrence

Target

Date Field 1

Greater Than

1

Daily

Before Date
Scenario 2 Notification is evaluated and sent every day for all records where "Date Field 1" is less than 999 days before the current date.

Field

Operator

Days

Occurrence

Target

Date Field 1

Less Than

999

Daily

Before Date
Scenario 3 Notification is evaluated and sent only once for all records where "Date Field 1" is 1 day before the current date. The Occurrence is defined as Once because the Target date cannot be continually equal to the number of days before the current date.

Field

Operator

Days

Occurrence

Target

Date Field 1

Equals

1

Once

Before Date
Scenario 4 Notification is evaluated and sent only once for all records where "Date Field 1" is 999 days before the current date. The Occurrence is defined as Once because the Target date cannot be continually equal to the number of days before the current date.

Field

Operator

Days

Occurrence

Target

Date Field 1

Equals

999

Once

Before Date

Troubleshooting with notification reports

Notification reports provide the success and failure status of notifications. Notifications still in the queue are not reported. To access these reports, from the menu, click Admin menu> Notifications > View Notification Reports.

Example: Using the Notification Engine Recent Activity - Last 24 Hours report

The following table lists potential problems and solutions.

Message Status

Problem

Solution

Successful

The notifications are sent successfully, but the recipient does not receive it.

Check the Junk E-Mail folder or other email folders of the recipient.

If the notification is not in another folder, generate the Notifications Sent report to view that the Recipient Email Address is correct.

Successful

There are fewer notifications shown in the report than should have been sent.

Recipients did not receive all notifications. If this is happening:

  1. Check the application or questionnaire's record permission fields to be sure the recipient is allowed to see the records.
  2. Check the rights of the roles assigned to the groups to which the recipient belongs.
  3. Check the rights of the roles assigned to the recipient.
  4. Modify the rights and permissions appropriately and resend the notifications.

Successful

The recipient only sees part of the content.

Recipients do not have permission to view the record. If this is happening:

  1. Check the application or questionnaire's record permission fields to be sure the recipient is allowed to see the records.
  2. Check the rights of the roles assigned to the groups that the recipient belongs.
  3. Check the rights of the roles assigned to the recipient.
  4. Modify the rights and permissions appropriately and resend the notifications.

Failed

The notifications failed to send.

Ensure that the Server Address is correct in the Archer Control Panel > General Settings of the instance.

Ensure the user account of the recipient has an email address. See Managing Users.

N/A

The report does not show any notifications; the notifications did not trigger.

Check the notification rules to be sure that they are valid and will trigger. If that is the issue, modify the rules and send again.