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There are a number of reasons that a message may not be sent out from CommConnect.  Please follow these steps to troubleshoot your application. 

1. Select a Default Gateway

Please make sure you've selected a default gateway for your project (SMS Gateways).  To choose a gateway, please go to Messaging -> SMS Connectivity.  More details can be found on Setup SMS Gateway for Project

2. Make Sure Your Phone Number is Supported by your Gateway

Go to the Compose SMS Message page (Messaging -> Compose SMS Message).  Type in the phone number you're testing with including a + symbol and the country code.  For example, for Canada enter +19051235555 or for India enter +919560187812.  Enter a test message and press the Send Message button.  Verify that the message appears on your phone.   You can also check the Message Log report by going to Messaging -> Message Log.  

If the message is not received by your phone, your selected gateway may not be supported by the project.  Please try a different gateway or contact Dimagi Support.  

3. Check the Reminders in Error Report

Check the reminders in error report (Messages -> Reminders in Error).  This will list any reminders that have an issue being sent out.    Potential reminders may be "Recipient has no phone number" or "No Recipient".  If the error is "Recipient has no phone number", this could be caused by a duplicate phone number or the case not being setup correctly.  

4. Mobile Worker Message - Verify Number

If the message is intended from a mobile worker, please ensure that the mobile worker is properly setup for (Configure a Mobile Worker for CommConnect).  Make sure the phone number is in the correct format (includes the country code and phone number.  For example, 19058131234 will work for a Canadian number or 919560187612 for an Indian number).    Please note, for the India Unicel gateway, the user will need to opt into messages from Dimagi (send the word Start to +91 77 60 962755).  

5. Case - Ensure Correct Phone Number

Please ensure that the case is properly setup for CommConnect (Registering an Individual Contact).  Make sure that your case has the case properties contact_phone_number and contact_phone_number_is_verified.  The latter should have a value of 1.  You can check this by viewing the case in the Case List report (go to Reports -> Case List).  


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