Troubleshooting SMS messaging
Contents
Summary
This article will list possible errors with SMS Messaging and solutions to rectify the problems.
More Information
A list of current errors that can occur within Platinum are shown below, as well as the possible solutions.
Unknown Origin
This error relates to the label that is either stored against "Def. Sender:" on the print record responsible for SMS Messaging (typically Print Record 97), or the "From:" that is against the SMS Message being sent.
The Solution
- Make sure that the "Label" is only 11 characters long and is alphanumeric. This is normally the company name (abbreviated to 11 characters long) or a works mobile number.
Unknown Credentials
This error relates the the username and password that is stored against your SMS Record. It implies that your username and/or password is not recognised on the SMS Provider's database.
The Solution
- You will need to Contact your Platinum dealer or our support team on 0116 230 1500 or by using our website support contact page, as they will need to check the credentials against your account.
Failed to Receive a Valid Response
This error implies that there is a connection problem. This can be down to your windows firewall being enabled or your router has been set not to allow online connection.
The Solution
- Disable the windows firewall or set up a rule allowing a specific port in your firewall to be open. You will need to Contact your Platinum dealer or our support team on 0116 230 1500 or by using our website support contact page to know which port is required. (Normally there will be a hardware Firewall configured. Check with your Network administrator.)
SMS is not Configured
This error implies that your system is not configured for SMS Messaging.
The Solution
- If your account has worked in the past, the error would be caused by something altering or deleting the "SMS.xml" file in the SXUtils folder. You will need to:
- When logged into Platinum go to " Help About Platinum" on the task bar.
- Click the [Online Check] button. This should result in a message of 'Your details have been updated successfully.' You will also note that the "SMS credits:" no longer states 'SMS messaging not configured'.)
- If you have not used SMS Messaging before then you will need to Contact your Platinum dealer or our sales team on 0116 230 1500 or by using our website sales contact page, to get it setup.
Unable to Send to all Recipients. You Don't have Enough Credits
This error occurs when you are sending a bulk SMS shot and have run out of credits part way through the sending of the messages.
The Solution
- Save the message at the point of the error. This will save the content of the message you are trying to send and the remaining mobile numbers to which the message needs to be sent. You will then need to Contact your Platinum dealer or our sales team on 0116 230 1500 or by using our website sales contact page, to get more credits.
See also
- How do I send a standard SMS message from Platinum?
- How do I send an SMS Message from Platinum?
- How do I send bulk SMS messages?
- How do I send a standard SMS message from Platinum?
- How do I check details of SMS Messages sent?
- Getting started - Retention Centre
