# Troubleshooting

Source: https://www.pingtower.com/docs/help/troubleshooting/

The symptom, what it usually means, and the one command that tells you.

## Lines arrive but no alert opens

Check the ingest response: `"alerted": false` means no rule matched. The usual causes, in order:

1. The rule's `min_level` is above the line's level. `min_level: 400` ignores a 300.
2. `match.sources` names a source and the line came from another.
3. `template_contains` is matched against the template, not the message. If the substring you wrote contains a value that is in `keys`, it has been replaced with `{{ .name }}` in the template.
4. `fire_after` is waiting for more lines.

`GET /v1/projects/{id}/rules/{name}` shows the rule as stored.

## The alert is there but the phone did not ring

- The app is signed into the right tenant. The tenant switcher is under Account.
- Notifications are allowed for Pingtower in iOS Settings.
- The first notification is ordinary; only an escalation is critical. If Silent mode swallowed it, see [Critical alerts](/docs/ios/critical/).
- On a paired box, the relay integration's delivery log shows whether the page left the box: `GET /v1/projects/{id}/integrations/{iid}/deliveries`.

## Slack or the webhook stopped receiving

`GET /v1/projects/{id}/integrations/{iid}/deliveries` shows the last error. After ten consecutive failures the integration is disabled; fix the far end, then `POST …/{iid}/enable`. Test with `POST …/{iid}/test` and read the response the far end gave.

## `401` on ingest

The token is not a `pti_` token, or belongs to a rotated source. Rotation invalidates the old token immediately. Mint a new one with `rotate-token` and redeploy.

## `429`

`rate limit exceeded`: back off for `Retry-After` seconds. `storage quota exceeded`: the tenant is at its retained-rows cap; alerting still works, history does not. See [Rate limits](/docs/reference/limits/).

## `409` on delete

Something still references it. The body lists the rules, or the schedules, escalations and overrides for a member. Edit those first. See [Errors](/docs/reference/errors/).

## The addons agent starts and then nothing shows up

```sh
journalctl -u addons -f
addons agent --config /etc/addons/agent.yaml --check
addons check httpcheck --param url=https://example.com --report
```

The first shows send errors. The second validates the config without running it. The third proves the token and the tower URL by sending one event and printing whether a rule fired. A `401` means the token in `/etc/addons/agent.env` is wrong; a connection error means `agent.tower.url` is wrong or the box has no outbound route.

## The agent is dead and nobody noticed

Nothing in the service alerts on silence. Give the agent's heartbeat a rule from a second vantage point, or run two agents with `distinct_sources` so one going quiet is visible as the other's lone report.

## Self-hosted: `/v1/pull` returns `504`

The reverse proxy's read timeout is shorter than the poll's `wait`. Raise it above 30 seconds. See [Reverse proxy & TLS](/docs/self-hosting/proxy/).