Secure Connect Gateway 5.x — Virtual Edition User's Guide

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Types of email notifications

The following table provides a summary of the different types of email notifications that are sent by secure connect gateway. The email notifications may include resolution steps or workaround, if applicable.

Table 1. Types of email notificationsThe following table provides a summary of the different types of email notifications that are sent by secure connect gateway:
Email type	Reason
Administrator account status	Administrator account is locked after five failed attempts and when the account is unlocked.
Alert from devices in Staging and Inactive states	Secure connect gateway has detected that the monitoring and automatic service request creation capabilities are limited for some of your devices.
Automatic maintenance mode	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.
Connect Home failover options test status	Secure connect gateway successfully sent a file to the backend while testing the Connect Home failover methods.
Gateway health check results	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.
Device status alert	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.
File transfer status	Secure connect gateway is unable to send files to the backend.
File transfer status notification	Secure connect gateway successfully sent files to the backend.
Final message regarding unresolved issue with the adapter	If the issue is not resolved within six hours, after the issue was detected.
Inactive notification	Secure connect gateway is not monitoring any device and no device has been added in the last 30 days.
Inventory validation summary	Secure connect gateway validated your device inventory for connectivity, automated service request creation, and telemetry collections capabilities.
Issue with the adapter	Within five minutes after an adapter connectivity issue is detected.
Parts dispatch address confirmation	Replacement part is ready to be dispatched.
Parts dispatch address validation	Secure connect gateway has detected a hardware issue on one of your devices, and a part replacement is required to resolve the issue.
Parts replacement service interrupted	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.
Policy Manager approval	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.
Policy Manager status	Secure connect gateway is unable to connect to the server on which Policy Manager is installed.
Registration confirmation and welcome email	Registration of secure connect gateway is completed successfully.
Remote session status	Technical support has initiated or ended a remote session on a device.
Resumed normal operations with the adapter	If the issue is resolved within six hours, after the issue was detected.
SMTP configuration saved	Secure connect gateway successfully saved the SMTP server settings.
SMTP configuration test	Secure connect gateway successfully connected to the SMTP server.
Unable to collect telemetry	A service request is created automatically for a device, but secure connect gateway is unable to collect telemetry from the device.
Unable to create a service request	A hardware issue is detected, but a service request could not be created because of technical difficulties.
Unable to send the collected telemetry to the backend	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.
Update available	Updates are available for docker, operating system, or application configuration files.