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Issue: SMS Alert missed / received but not seeing the DDoS Event on Portal

 

Description

SMS Alerts can be configured to receive SMS notifications related to Events (that will include all mitigations) and/or Alerts  (that will include False Positives (FP) as well). Common issues with SMS Alerts are:

  • Scenario 1: DDoS Event is detected and one or more configured users do not get the SMS alert.
  • Scenario 2: SMS is received for an Alert but it is not displayed as a DDoS Event on Portal.

 

Environment

  • Silverline DDoS
  • Portal Features:
    • Reporting

 

Cause

Scenario 1

A DDoS Event is detected and one or more users are missing the SMS Alert, one of the most common issues is that the SMS is being delivered from Silverline to the customer's Mobile Service Provider but is not received by the subscribed user.

 

Scenario 2

An SMS Alert is received  but it is not being displayed as a DDoS Event on the Portal, the most common situation is that the Alert was a FP and no mitigation was needed. 

 

 

Resolution

Scenario 1

Please check following options:

  • Confirm if the user is configured to receive SMS Events/Alerts on Portal (How To Configure SMS Alerts For DDoS Events)
  • Confirm that the SMS message was sent from Silverline, go to your Portal > Audit > SMS Log
    • If the SMS message is found on SMS Log as delivered please check with your Mobile Service Provider why it was not delivered to you. 
    • If the SMS message is not found under SMS Log please create a ticket for Silverline SOC for further investigation. 

Scenario 2

Please check following options:

  • Confirm if the user is configured to receive SMS Alerts on Portal (How To Configure SMS Alerts For DDoS Events)
    • If the user is enabled to receive SMS Alerts please consider that this option will also include FP alerts. If no DDoS Event is found in Portal it will indicate that the alert was categorized as a FP and not mitigation was needed. 
    • You can also create a ticket for Silverline SOC for confirmation on FP Alerts. 

 

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