No alarms reaching the Primary hub from a given hub-robot

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)

Issue/Introduction

Checked and tested the following:

- ntevl (deleted and reinstalled and reconfigured) - ok
- hub configuration - ok
- hub-to-hub communications (and tunnels) - ok
- hub logs - ok
- nas cfg and logs - ok
- ntevl cfg and logs - ok
- Tested alarm send using a POST queue - ok
- Tested alarms generated by shutting down the service temporarily - successful events and alarms generated
- ntevl profile settings and alarm testing - ok and tested successfully in the lab
- Send of various test alarms using different scenarios
- Issue was not reproducible in the Broadcom lab.

All queues were successfully processing QOS and alarm data using ATTACH and GET queues.

Everything seemed to be working as expected except for the fact that any alarms even sent via a simple POST queue, would not display for the Primary hub view in the IM or OC alarm console.

In the customer's environment, we noticed that the alarms were successfully making it from the probe/robot to the local (tunnel client) hub and then up to the intermediate (tunnel) hub successfully as per DrNimBUS.

We also isolated the alarm queue since it had been previously paired with another message queue Subject, just so we could see/watch the traffic (isolated) during testing.

All hub queues were processing alarms without any message queues becoming backed up.

Suggested using a POST queue and then we were able to send an alarm which reached the Primary hub as displayed in DrNimBUS but neither the IM alarm console nor the OC alarm console displayed any ADMS or other alarms from the downstream hub/robot in the protected environment. Only the intermediate hub showed the alarms being received by the hub.

Environment

• DX UIM 23.4 CU2
• ntevl 4.36
• nas 23.4.2
• Hub and robot 23.4.2

 

Cause

• nas preprocessing rule added without the knowledge of the UIM admin, possibly for testing

• Someone made a change to the nas preprocessing rules in March 2026. Unfortunately, the exclude rule was extremely broad, there was no message text as part of the rule, and the exclusion was for all Informational, Warning and Minor severity alarms regardless of the message text and/or any other fields/data from the alarm message. This change was made without change control or discussion with the UIM admin.

Resolution

• Disabled a previously unknown / nas preprocessing exclude rule added in March 2026.