Common Troubleshooting Issues

Common Troubleshooting

Use this guide to resolve frequent issues with monitors, notifications, incidents, and status pages.

Monitors

Monitor shows Down but service is Up

• Firewall blocks probes: allow StatusApp monitor IPs (see Monitoring IPs in Settings)
• HTTPS/SSL errors: expired cert, wrong host, or missing chain; test with openssl s_client -connect domain:443 -servername domain
• Redirect loops or 30x limits: enable "Follow redirects" or fix redirect target
• Wrong expected status: align the expected status code/range with your endpoint
• Auth required: add headers/tokens; ensure tokens are valid
• Geo-specific failures: check region-level results; some regions may be blocked

Timeouts or very slow responses

• Increase monitor timeout slightly to confirm behavior (e.g., 10s)
• Check server load, DB latency, or upstream dependencies
• Verify large payloads or long-running queries
• Compare by region to find network-specific slowness

DNS resolution failed

• Confirm A/AAAA/CNAME records are correct
• Wait for propagation after DNS changes (can take up to 24h)
• Avoid CNAMEs pointing to records with low availability

TLS/Certificate errors

• Renew expired certificates; install intermediate chain
• Ensure Common Name/SAN matches the hostname
• For custom domains behind proxies, present the correct cert to monitors

Wrong status code

• Enable/disable redirect following as needed
• Add authentication headers or query params required by the endpoint
• Verify the endpoint itself with curl -I from an external network

Webhook/Cron (Heartbeat) monitors not recovering

• Ensure your service calls the heartbeat URL within the expected interval
• Check for clock drift or paused jobs
• Confirm you are using the latest heartbeat URL after regenerating it

Notifications

Email not received

• Check spam/junk; allowlist statusapp.io
• Verify the email is listed in the notification rule
• Send a test notification from Settings → Notifications

Slack not receiving alerts

• Reconnect the Slack integration if the app was removed
• Ensure the target channel still exists and the app has permission
• Check if incident/monitor is included in the Slack rule

SMS/Phone not received

• Confirm the phone number and country code are correct
• Check plan includes SMS/voice; exhausted credits can block delivery
• Carriers may filter unknown callers; try SMS if voice is blocked (or vice versa)

Webhook issues

• Verify the endpoint returns 2xx within timeout
• Check signature/secret validation if enabled
• Review retry logs; StatusApp retries on non-2xx responses

Incidents

Incident did not auto-close

• Ensure the linked monitor is back to UP in all regions
• Confirm no ongoing maintenance window overlapping the incident
• If needed, manually resolve and add a postmortem note

Status page not showing incident

• Confirm the incident is published (not private/internal)
• Ensure the affected monitors/components are attached to the status page

Status Pages

Custom domain not working

• Add CNAME pointing to your StatusApp host
• Wait for DNS propagation; avoid CDN caching stale DNS
• Ensure SSL issuance completed (usually a few minutes after DNS is correct)

Metrics missing on status page

• Monitors must be linked to the page and have recent data
• Some metrics require paid plans; verify plan includes public metrics

Embedded page or widgets not updating

• Browser/caching issues: hard refresh or disable aggressive CDN caching
• Confirm the embed uses HTTPS and correct domain

API

401/403 Unauthorized

• Use the latest API key; keys are account-scoped
• Check if the API key has been revoked
• Send the key in the X-API-Key header OR Authorization: Bearer <key> header
• Verify the API key has the required permissions

Rate Limit Errors (429)

• Check your plan's rate limit (Starter: 1,000/hr, Professional: 5,000/hr, Business: 10,000/hr, Enterprise: 100,000/hr)
• Implement exponential backoff in your client
• Check X-RateLimit-Remaining header for current quota
• Batch requests where possible
• Consider upgrading if consistently hitting limits

Billing/Plan Limits

• Monitor count exceeded: remove unused monitors or upgrade plan
• Notification credits exhausted: add credits or wait for renewal
• Seat limits reached: remove inactive teammates or upgrade

Still stuck?

Contact support with these details for faster help:

• Monitor type and target URL/host
• Exact error message and timestamp (UTC)
• Recent config changes (deploys, DNS, certs, firewall)
• Status page URL (if relevant)

2. Check Notification Rules

   • What events trigger email?
   • Monitor status matches?
   • Quiet hours enabled?

3. Send Test Email

   • Click "Send Test"
   • Check inbox and spam
   • Verify you receive it

4. Check Email Provider

   • StatusApp uses Resend
   • Check spam/junk folder
   • Add statusapp@resend.dev to contacts
   • Check email provider blocks

Slack Messages Not Appearing

Causes:

• Slack not properly authorized
• Bot not member of channel
• Channel permissions

Solutions:

1. Re-authorize Slack

   • Go to Settings > Integrations
   • Remove Slack integration
   • Click Connect Slack
   • Re-authorize in workspace

2. Check Channel Access

   • Verify StatusApp bot is member
   • Check channel permissions
   • Try public channel
   • Invite bot: @statusapp

3. Test Integration

   • Trigger a test alert
   • Manual test from settings
   • Check bot permissions

SMS Not Received

Causes:

• Twilio not configured
• Phone number incorrect
• Carrier blocking
• Payment issue

Solutions:

1. Check Twilio Setup

   • Verify Twilio credentials
   • Test Twilio account directly
   • Check account balance

2. Verify Phone Number

   • Correct format: +1-555-0123
   • Area code correct?
   • Try different number
   • Check carrier supports SMS

3. Check SMS Rules

   • Only alerts critical incidents?
   • Quiet hours enabled?
   • Alert type triggers SMS?

4. Enable SMS Delivery Logs

   • Check Twilio logs
   • See delivery status
   • View error messages

Status Page Issues

Status Page Not Updating

Causes:

• Automation disabled
• Components not linked
• Status page paused

Solutions:

1. Check Automation

   • Status page settings
   • "Automatically update" enabled?
   • Disable and re-enable

2. Verify Components

   • Components linked to monitors?
   • Monitor status actually changing?
   • Refresh page (Ctrl+F5)

3. Check Status Page Settings

   • Status page published?
   • Visibility settings correct?
   • Domain configured?

Custom Domain Not Working

Causes:

• DNS not configured
• DNS propagation not complete
• SSL certificate not issued

Solutions:

1. Verify DNS Configuration

   • Copy CNAME from StatusApp
   • Add to DNS provider
   • Verify with nslookup
   • Wait for propagation (15m-48h)

2. Check DNS Propagation

   • Use mxtoolbox.com
   • Search for your domain
   • Shows propagation status
   • Check from multiple locations

3. Verify SSL Certificate

   • Let's Encrypt certificate auto-issued
   • Takes 15-30 minutes
   • Wait if recently configured
   • Check browser console for errors

4. Clear Cache

   • Browser cache
   • DNS cache (ipconfig /flushdns)
   • Try incognito window

Analytics Issues

No Data in Analytics

Causes:

• Monitor too new (no data)
• Monitor disabled
• No checks running

Solutions:

1. Verify Monitor Running

   • Check monitor status
   • See recent checks in log
   • Run manual check
   • Verify interval

2. Wait for Data

   • New monitors need time
   • At least one check needed
   • Data appears within minutes
   • Wait 1 hour for trends

3. Check Monitor Configuration

   • Correct URL?
   • Correct status code?
   • Response validation settings?

Analytics Showing Wrong Uptime

Causes:

• False positives from validation
• Monitor misconfiguration
• Network issues

Solutions:

1. Review Failed Checks

   • Click uptime percentage
   • See what failed
   • Check error messages
   • Identify pattern

2. Adjust Thresholds

   • Check timeout settings
   • Review response validation
   • Disable strict checking if needed
   • Enable grace period

3. Investigate Failures

   • Manual test of URL
   • Check actual service
   • Review server logs
   • Check for false positives

Team and Access Issues

Team Member Can't Access Account

Causes:

• Not invited properly
• Invitation expired
• Wrong email
• Permission issue

Solutions:

1. Verify Invitation

   • Go to Settings > Team
   • Check team members list
   • Is user listed as "Invited"?
   • Resend invitation if expired

2. **Check Email

   • Verify correct email
   • Check spam folder
   • Ask to confirm receipt
   • Try different email

3. Verify Permissions

   • Check user role
   • Sufficient permissions?
   • Change role if needed

Lost Access to Admin Account

Solutions:

1. Use Password Reset

   • Login page > Forgot Password
   • Check email for link
   • Reset password
   • Login with new password

2. Two-Factor Authentication

   • Lost backup codes?
   • Use recovery email
   • Contact support
   • Verify identity

3. Contact Support

   • Email support@statusapp.io
   • Explain situation
   • Verify account ownership
   • Account recovery assistance

Billing Issues

Payment Declined

Causes:

• Card expired
• Insufficient funds
• Fraud detection
• Wrong billing info

Solutions:

1. Verify Card Details

   • Check expiration date
   • Verify billing address
   • Check CVV
   • Try different card

2. Contact Your Bank

   • Fraud alert?
   • Request approval
   • Verify merchant
   • Resolve with bank

3. Try Different Payment Method

   • Different card
   • Bank transfer
   • Wire transfer
   • Contact sales

Invoice Not Received

Causes:

• Email misconfigured
• Spam folder
• Billing address wrong

Solutions:

1. Check Billing Email

   • Go to Billing settings
   • Is email correct?
   • Update if needed

2. View in Dashboard

   • Go to Billing > Invoices
   • Download PDF
   • Print if needed

3. Request Manual Invoice

   • Email support
   • Request invoice
   • Provide details

Contacting Support

When to Contact Support

• Can't resolve issue with troubleshooting
• Technical issues
• Billing disputes
• Feature requests
• Account issues

Support Channels

• Email: support@statusapp.io
• Chat: Available in dashboard
• Phone: Enterprise customers only
• Docs: https://docs.statusapp.io

Information to Provide

• Detailed description of issue
• Steps to reproduce
• Screenshots/logs
• Affected monitors/incidents
• Current plan type
• Browser/environment info

Next Steps

• Check knowledge base articles
• Visit documentation
• Email support: support@statusapp.io