You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 6 Current »

There are a number of reasons that a message may not be sent out from Messaging.  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 (Gateway Options for SMS Projects).  To choose a gateway, please go to Messaging -> SMS Connectivity.  More details can be found on Setup SMS Connection 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 Reminder Calendar

Make sure the reminder is appearing in the Reminder Calendar (Messaging -> Reminder Calendar).  If the reminder does not appear, that means it hasn't been setup correctly.  Yerify the correct case type has been used and the reminder is being sent at the correct time.  

4. 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.  

5. 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 Messaging).  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).  

6. Case - Ensure Correct Phone Number

Please ensure that the case is properly setup for CommCare Messaging (Registering a Case 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).  

7. SMS Gotchas

MACH sometimes changes the sender ID (or the phone number the recipient sees as the source of the SMS)

  • No labels