SMS messages are not being sent
Contents
Overview
Problems encountered with sending SMS messages
Prerequisites
Swivel 3.x
Symptoms
The user does not receive an SMS message
Useful troubleshooting information:
Was the transport working previously, then stopped?
What are the Swivel errors?
Swivel version?
Any custom transports?
Solution
Networking
Is the SMS gateway contactable through http/https
Is DNS working, can the gateway be resolved by using NSlookup
Is there a firewall blocking access, can the logs be verified
Is a proxy blocking http/https access
The following message is seen when the host to which messages are being sent, cannot be found:
WARN SMS_Transport message sending failed, error: java.net.UnknownHostException:
Swivel
Check the Swivel logs
Is the user a Dual Channel user. If the user is not a dual channel user then they will have no transport listed under view transports in the User Administration.
Does the user have a valid mobile phone
Is there a no valid transport for user message - requires transport to be setp for user
Is the LDAP path name to AD or LDAP data source correct
Has the correct transport attribute been set under Transport/Attribute see Transport_Attribute
Is the user a member of a group configured with a transport
If it is a custom transport class, has it been installed or copied accross in an upgrade
The NHS mail transport had a bug whereby the timeout value was incorrectly set to read milliseconds rather than seconds. A value of 20 seconds required a setting of 20000.
To remove messages from the message queue see Message Queue Removal
Is the telephone number format correct? try without spaces, without special characters, with/without country code, with or without a +. If some users are working and some are not, then check the telephone numbers that they are using.
If no users are receiving sms messages the transport queue may have a problem, try restarting Tomcat or rebooting.
If Multiple Security Strings are being used, then the user will need to use these additional security strings first before a new SMS is sent, see Multiple Security Strings How To Guide.
SMS provider
Are there credits to send SMS
Is the SMS network functioning
Check the SMS provider logs
Is the SMS message too long, try sending an SMS of a short length and compare against one with a longer length, more security strings etc.
GSM Modems
If using a GSM modem is there a signal
Is the GSM modem switched on
If the message overwrite is enabled, try disabling it
Mobile/Cell Phone issues
Is the user in an area of coverage
