The information in this FAQ applies to the following:

• ProHelp® EPM, Releases 6.2.0

The email alarm option sends email alerts when an operator calls for help, when a machine is down, and/or when a machine is out-of-specification. Email alerts escalate to different users as problems continue.

There are several reasons why an email alarm would not be sent. Assume for a moment that a machine operator has called for help. The following should be checked if an email message is expected but does not arrive:

• Does the system have the "Email Alarm" option? If not, email alarms will never be sent for the entire system.


• Did you just upgrade the server software? If so, did you copy a new "options" file onto your system? If not, the system probably does not think that you have the "Email Alarm" option.


• Is the monitoring engine ("moller") running? If not, email alarms will not be sent until this service is restarted.


• Has the call for help been "cancelled" or "acknowledged" by another user of the system? If so, the email alarm will not be sent until the machine operator calls for help again.


• Does the machine have a "Voice/Email Map"? If not, email alarms will never be sent for the machine.


• Is the "Mattec MIU Service" configured to run as a specific user account ("Log On" using "This Account")? If not, email alarms can not be sent for the system.


• Are you able to log into the Windows desktop as the above user and send emails using a standard email program such as Outlook Express? If not, email alarms can not be sent for the system.


• Is "Email Enabled" checked on the "Email (Help)" tab in the "Voice/Email Map" that is assigned to the machine? If not, email alarms for help calls will never be sent for the machine.


• Are users configured to receive email alarms for this "Voice/Email Map"? If not, there are no users to send the email alarm.


• Are the users who are configured to receive emails configured in the "Email Address" configuration to receive email messages during this time of the day (and on this day of the week)? If not, the email alarm will not be sent to these users. (The relevant day/time is when the email was going to be sent by the monitoring engine, not necessarily the time when the operator called for help.)


• What is the value of "Send On" on the "Help (Email)" tab in the "Voice/Email Map" that is assigned to the machine. If this number is not 1, then email alarms will not be sent immediately but will be sent after a period of time. If the help call is "cancelled" or "acknowledged" during that period of time, the email alarm will never be sent.


• What is the value of "Skip First Announcement" on the "Help (Voice)" tab of the "Voice/Email Map" that is assigned to the machine? If this value is checked, email messages will never be sent to users immediately when the call for help occurs. This has the effect of increasing the "Send On" field by 1.


• Is "Email Enabled" checked in the "Help Codes" configuration in System Configuration for this specific help code? If not, email alarms will never be sent for this specific help code.


• Is the registry setting HKLM\Software\Mattec\Moller\EmailEnabled set to 1 on the server computer? If not, email alarms are temporary turned off for the entire system.

The "Voice Administrator" program allows you to troubleshoot Voice and Email alarms. Log into the Windows desktop as the same user that the monitoring engine service is configured to run as. You can then use the "Voice Administrator" to send emails for outstanding alarm conditions. If a configuration error exists, you will be notified of the error. You must resolve that error condition before the system will be able to send email alarms.

For additional information, contact the helpdesk.