Administrator account status
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Administrator account is locked after five failed attempts and when the account is unlocked.
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Alert from devices in
Staging and
Inactive states
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Secure connect gateway has detected that the monitoring and automatic service request creation capabilities are limited for some of your devices.
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Automatic maintenance mode
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The number of alerts that are generated by a device exceed the predefined threshold and
secure connect gateway placed the device automatically in maintenance mode.
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Connect Home failover options test status
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Secure connect gateway successfully sent a file to the backend while testing the Connect Home failover methods.
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Gateway health check results
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The gateway health check is performed everyday at 11 p.m, and the heartbeat connection status is performed every 24 hours. For steps to manually request an email with information about the gateway health, see
Request gateway health status through an email.
NOTE:An email message is sent even when no issue is detected during the health check.
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Device status alert
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If fewer than 10 devices have issues, an email is sent at 11 p.m. everyday with the issue details and the possible resolution steps. If more than 10 devices have issues, only the issue summary is displayed.
NOTE:The email is sent only for device setup or configuration issues.
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File transfer status
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Secure connect gateway is unable to send files to the backend.
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File transfer status notification
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Secure connect gateway successfully sent files to the backend.
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Final message regarding unresolved issue with the adapter
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If the issue is not resolved within six hours, after the issue was detected.
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Inactive notification
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Secure connect gateway is not monitoring any device and no device has been added in the last 30 days.
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Inventory validation summary
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Secure connect gateway validated your device inventory for connectivity, automated service request creation, and telemetry collections capabilities.
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Issue with the adapter
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Within five minutes after an adapter connectivity issue is detected.
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Parts dispatch address confirmation
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Replacement part is ready to be dispatched.
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Parts dispatch address validation
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Secure connect gateway has detected a hardware issue on one of your devices, and a part replacement is required to resolve the issue.
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Parts replacement service interrupted
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The parts replacement service is interrupted when the connection between
secure connect gateway and
TechDirect expires. To resume the replacement service, ensure that you reintegrate
secure connect gateway with
TechDirect once every two years. See
Integrate Secure Connect Gateway with your TechDirect account.
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Policy Manager approval
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Policy Manager is configured to request your approval. For example, if you configure policy manager to prompt you for approval when a technical support agent has initiated a remote session on a device, an email is sent.
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Policy Manager status
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Secure connect gateway is unable to connect to the server on which Policy Manager is installed.
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Registration confirmation and welcome email
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Registration of
secure connect gateway is completed successfully.
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Remote session status
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Technical support has initiated or ended a remote session on a device.
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Resumed normal operations with the adapter
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If the issue is resolved within six hours, after the issue was detected.
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SMTP configuration saved
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Secure connect gateway successfully saved the SMTP server settings.
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SMTP configuration test
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Secure connect gateway successfully connected to the SMTP server.
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Unable to collect telemetry
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A service request is created automatically for a device, but
secure connect gateway is unable to collect telemetry from the device.
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Unable to create a service request
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A hardware issue is detected, but a service request could not be created because of technical difficulties.
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Unable to send the collected telemetry to the backend
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A service request is created automatically for a device, but
secure connect gateway is unable to send the collected telemetry from the device to the backend.
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Update available
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Updates are available for docker, operating system, or application configuration files.
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