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Viewing alarms

When there are active alarms on your Pexip Infinity deployment, a flashing red icon appears at the top right of each page of the Administrator interface. To view details of the alarms, click on this icon or go to the Alarms page (Status > Alarms).

Alarms remain in place for as long as the issue exists. After the issue has been resolved (for example, when an existing conference ends, therefore freeing up licenses) the associated alarm will automatically disappear from the Alarms page.

Multiple instances of the same type of alarm can be raised. For example if two Conferencing Nodes are not correctly synchronized to an NTP server, you will see an alarm for each node.

You can view alarms that have since been resolved by searching the Administrator log for administrator.alarm. This will show a list of all Alarm raised and Alarm lowered events.

An alarm is raised in each of the following situations:

Alarm Level Cause Suggested resolutions
The Management Node does not have a TLS certificate Critical The Management Node has no associated TLS certificate. Upload a TLS certificate and associate it with the Management Node.
A Conferencing Node does not have a TLS certificate Critical A Conferencing Node has no associated TLS certificate.

Upload a TLS certificate and associate it with the Conferencing Node.

Alternatively, and if appropriate for your deployment, associate an existing certificate with your Conferencing Node. When doing this, the existing certificate should already contain a SAN (Subject Alternative Name) that matches your Conferencing Node's FQDN.

See Managing a node's TLS server certificate for more information.

NTP not synchronized Error A node has failed to synchronize with the configured NTP servers. Ensure that NTP is enabled on the Management Node, and that NTP servers are assigned to each location. See Enabling NTP on the Management Node for more information.
CPU instruction set not supported Critical A Conferencing Node has gone into maintenance mode because it was deployed on a server with an unsupported processor instruction set (e.g. SSE4.1). Deploy the Conferencing Node on a server with AVX or AVX2.
License limit reached* Warning A Conferencing Node is unable to accept a call because there are not enough concurrent licenses available on the system at this time. For more information, see Pexip Infinity license installation and usage.
  • Wait until one or more of the existing conferences have finished and the licenses have been returned to the pool.
  • Contact your Pexip authorized support representative to purchase more licenses.
Licenses expiring Warning One or more of your licenses is due to expire within the next 60 days. Contact your Pexip authorized support representative to renew your licenses.
Call capacity limit reached* Warning

A call has not been accepted because all Conferencing Nodes that are able to take the media for this call are at capacity.

Note: to understand how often this issue is occurring in your deployment, search the Administrator log for "insufficient capacity".

  • Deploy more Conferencing Nodes in this location.
  • Move existing Conferencing Nodes onto more powerful servers.
  • Allocate more virtual CPUs for Conferencing Nodes on existing servers (if there are sufficient CPU cores). Note that the Conferencing Node will have to be rebooted for this to take effect.
  • Configure each location with a primary and secondary overflow location.

For further information on capacity and how calls consume resources, see Hardware resource allocation rules.

Management Node limit reached Warning The Management Node does not have sufficient resources for the current deployment size (number of Conferencing Nodes).

Increase the amount of RAM and the number of virtual CPUs assigned to the Management Node.

See the recommended hardware requirements in Server design recommendations.

Trusted CA certificates expiring Warning One or more of your trusted CA certificates is due to expire within the next 30 days. Obtain and upload an updated certificate for the certificate authority.
TLS certificates expiring Warning One or more of your TLS certificates is due to expire within the next 30 days. Obtain and upload an updated TLS certificate.
Incomplete TLS certificate chains Warning A TLS certificate has an incomplete chain of trust to the root CA certificate. Obtain and upload the appropriate chain of intermediate CA certificates to the Management Node (the certificate provider normally provides the relevant bundle of intermediate CA certificates).
Syslog server inaccessible Warning A syslog server has been configured to use TCP or TLS but either is not responding to contact requests, or the connection has dropped.
  • Check your network connectivity.
  • Check that the syslog server is running.
Configuration not synchronized Warning This alarm is raised if the Conferencing Node status “Last contacted” time has not been updated for 2 minutes.

Normally, Pexip Infinity synchronizes its configuration once per minute; if this fails to occur this may indicate network connectivity or routing issues between the Management Node and the Conferencing Node, which could be due to a malfunction or misconfiguration of devices such as routers or firewalls etc.

Ensure that all Pexip nodes are fully routable to each other (full mesh) in both directions. See General network requirements.

Connectivity lost between nodes Warning

Communication to a Pexip Infinity node has been lost. The alarm is raised after 10 seconds of lost connectivity.

These alarms may be raised during an upgrade, and is expected behavior. They automatically clear as each node is upgraded to the new software version, has restarted and is ready to handle calls.

Check network connectivity and routing as for "Configuration not synchronized" above, or in the case of a software upgrade, wait for the upgrade process to complete.
Hardware instability detected Warning Pexip Infinity has detected that the underlying VM infrastructure has paused the Pexip virtual machine. This is usually indicative of overcommitted hardware, which we do not support. Pexip Infinity, since it is a real time system, requires dedicated access to the underlying CPU and RAM resources of the hardware host.

Ensure that the Management Node and all Conferencing Node have dedicated access to their own RAM and CPU cores.

See the recommended hardware requirements in Server design recommendations.

* When a license / resource subsequently becomes available (because a participant leaves a conference), the alarm is not cleared immediately; the alarm is cleared after the next participant successfully joins the conference.

Cloud bursting alarms

The following alarms may be raised in relation to issues with dynamic cloud bursting. See Dynamic bursting to the AWS cloud for more information about resolving these alarms.

Alarm Level Cause Suggested resolutions
Cloud-bursting node found, but no corresponding Conferencing Node has been configured Warning

This occurs when Pexip Infinity detects an AWS instance with a tag matching your system's hostname but there is no corresponding Conferencing Node configured within Pexip Infinity.

This message can occur temporarily in a normal scenario when deploying a new Conferencing Node and you have set up the VM instance in AWS but you have not yet deployed the Conferencing Node in Pexip Infinity. In this case, the issue will disappear as soon as you have deployed the Conferencing Node.

A location contains cloud bursting nodes, but no other locations are using it for overflow Warning A location contains some cloud overflow nodes, but no other locations are using it as an overflow location. Set the location containing the cloud overflow nodes as the Primary overflow location of the locations containing your "always on" Conferencing Nodes.
Not authorized to perform this operation Error Pexip Infinity is not authorized to view instance data or to start and stop instances in AWS. Ensure that an appropriate policy document is configured in AWS and is attached to the user that is being used by the Pexip platform.
Authentication failure while trying to communicate with Amazon Web Services Error Pexip Infinity cannot sign in to AWS. Check that the Access Key ID and Secret Access Key that are configured in Platform configuration > Global settings match the User Security Credentials for the user you added within Identity and Access Management in the AWS dashboard.
Cloud bursting process encountered an unexpected error Error Pexip Infinity encountered an unexpected error while managing the cloud overflow nodes.

Check the status of your cloud bursting nodes within Pexip Infinity (Status > Cloud bursting) and of your instances within AWS.

Also check administrator and support log messages that are tagged with a log module Name of administrator.alarm to see additional error message information.