I'm not receiving Monitor email alerts

If you are not receiving some or all expected Monitor email alerts, follow these troubleshooting steps.

Emails are blocked by your spam filter

Spam protection tools can block Monitor alert emails. Mark them as safe.

1. Search your spam or junk folder for noreply@smoothwall.com or noreply-monitor@linewize.com.
   • In Outlook, mark the email as Not junk.
   • In Gmail, mark the email as Not spam.
2. Add noreply@smoothwall.com or noreply-monitor@linewize.com to your address book. 
3. You can also:
   • Add the email address to Safe Senders in Outlook.
   • Create a filter for this email address in Gmail.

If you use a different email provider, search their documentation for similar topics.

Emails are blocked by your content filter

Some email alerts contain objectionable content, and web content filtering may block access to them. Ask your IT Contact or Filter Admin to ensure that your email provider's web address (for example, mail.google.com or outlook.office.com) is not filtered.

Email alerts aren’t set up for your email address

Your email address might not be added to all required Alerting Profiles. A Safeguarding Contact can edit or create a new Alerting Profile to add your email address if you are a Safeguarding Contact or Limited Safeguarding Contact.

The student is not in the groups in your Alerting Profile

If you are a Safeguarding Contact or Limited Safeguarding Contact and don’t receive alerts for one or more students, then either:

• The students aren’t in the Target Group assigned to the Alerting Profile.
• The Target Group doesn’t contain all relevant students.

Add students to an existing User Group

1. Add the students to your third-party Directory group.
2. Sync the directory with Monitor.
   • Azure Directory
   • Google Directory
   • IDex Agent to sync Active Directory

Add students to new User Groups, then add the User Group to an Alerting Profile

1. Create a new Directory group.
2. Add the students to the new Directory group. 
3. Sync the directory with Monitor.
   • Azure Directory
   • Google Directory
   • IDex Agent to sync Active Directory
4. Go to Cloud Portal > Admin Panel > Smoothwall Groups / Linewize Groups.
5. Add and name a new User Group.
6. Select the new Directory group.
7. Select Save.
8. Open the Alerting Profile.
9. Add the updated or new Target Group to the Alerting Profile.
10. Select Save.

Your user type is incorrect

If you were added with the wrong Contact role, you will not receive email alerts. Only Safeguarding Contacts and Limited Safeguarding Contacts receive alerts for the Target Groups in their Alerting Profiles. Monitor alerts contain sensitive, confidential information and are not available to Reporting Contacts or IT Contacts.

1. To verify your role, by signing in to Monitor:
   • If you only see the Organization and Devices pages, you are an IT Contact in Monitor.
   • If you only see the Dashboard and Reports pages, you are a Reporting Contact in Monitor.
2. Ask another Safeguarding Contact to delete your current Contact and add you as a new Safeguarding or Limited Safeguarding Contact.

Your email address is incorrect

You can’t edit a user’s email address. If your email address is incorrect or has changed:

1. Delete your Contact and add a new one with the correct email address.
2. Assign the new Contact to the Alerting Profile.