484XX series unable to receive message from short code

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Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 28
Registered: 10-2009
Posted on Friday, February 05, 2010 - 03:50 pm:   

We are facing a problem where a new NPA series 1484XX is unable to receive any inbound SMS from Short code. They are getting the following error message:

Message delivered...
2010-01-27 21:22:29,596 INFO [STDOUT] (pool-16-thread-3) MSISDN: 14844051167
2010-01-27 21:22:29,604 INFO [STDOUT] (pool-16-thread-3) Device: AAA1407
2010-01-27 21:22:29,604 INFO [STDOUT] (pool-16-thread-3) Text: id:4770AD2F sub:001 dlvrd:000 submit date:1001271522 done date:1001271522 stat:REJECTD err:00B text:8,10011,100

We have already added this 484 series to our SMSC GW routes but still no progress & receiving the same error message.

Can you please guide us about this issue? Where is the problem? Do we need to add this 484 code to some other place as well?

Thanks
Adnan
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1753
Registered: 08-2008
Posted on Friday, February 05, 2010 - 06:18 pm:   

Hi Adnan,

I don't know enough about how your system is implemented.

Or the context in which this error is occurring.

I also don't know where or how you have applied any configuration settings to add a 484 series to your SMSC GW routes.

Based upon our past interactions, I would guess that "err:00B" is referring to an SMPP error ... ESME_RINVDSTADR ... invalid destination address.

This suggests to me that an attempt is being made to submit this message to your upstream messaging provider, and that provider is rejecting it. (The NowSMS system that connects to your upstream provider should have an SMSOUT-yyyymmdd.LOG entry that shows this message submission failing with this error.)

I don't know if your intent is to submit the message to your upstream provider or not.

I'm guessing not. But I consistently have to do a lot of guesswork in answering your questions, because I have no operational knowledge of how your system is configured.

I am assuming that these 1484XX numbers are supposed to be routed to an SMPP client that is connected to your system, and not routed to this upstream provider.

If this assumption is correct, then there should be an SMPP client that connects to the NowSMS server to receive these messages.

This SMPP client would be defined on the NowSMS side on the "SMS Users" page. In the properties for the account, there is a field that says "Recipient address(es) to route to this user". This is a comma delimited list (do not include any spaces around the commas) of numbers that should be routed to this account, and not routed to any upstream providers. If all numbers that started with "1484" were to be routed to this account, then 1484* should be included in this list. Since "14844041167" looks like an international format number, you might also want to include +1484* in the list, in case a message is received with TON=1.

In this example, "Recipient address(es) to route to this user" would have the following entry:

1484*,+1484*

And maybe there would be other numbers listed here too.

From what I saw in one of our past discussion threads, you seem to have more than one NowSMS server and they are connected together. So you might have to make these similar definitions on more than one server.

--
Des
NowSMS Support
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 29
Registered: 10-2009
Posted on Friday, February 05, 2010 - 06:29 pm:   

Des

Please note one thing that this error message is from the customer's end i.e. SMPP client. So, in this case the upstream provider is us as we are providing SMPP GW services to them.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1755
Registered: 08-2008
Posted on Friday, February 05, 2010 - 06:34 pm:   

We're on the same page Adnan, that's what I assumed.

What I'm saying is that it sounds like your system then tried to submit the message to your upstream provider. (You should verify by looking at the SMSOUT-yyyymmdd.LOG where I think you will see the error that I mentioned.)

Should your system try to submit the message to your upstream provider?

That I don't know.

I am suspecting that it should not.

Go back and read my earlier reply, as it sounds like it all applies.

--
Des
NowSMS Support
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 30
Registered: 10-2009
Posted on Friday, February 05, 2010 - 06:36 pm:   

OK, got it now. Thanks, I will get back to you after verifying the logs.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 31
Registered: 10-2009
Posted on Friday, February 05, 2010 - 08:29 pm:   

Des

is there any contact number that NowSMS support group has to which we can reach at?

We are facing a problem with a cusotmer & its serious. we need some thing urgent.

Please advice.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1756
Registered: 08-2008
Posted on Friday, February 05, 2010 - 09:02 pm:   

Adnan,

You're welcome to talk with our sales department on Monday about purchasing a type of support agreement that includes telephone support.

I'm not trying to be difficult about this ... but the fact of the matter is that almost every telephone support conversation I have had with a customer has been of minimal value. It usually ends with me asking for a log file to be sent ... or a screen shot capture to be sent.

Writing it down forces you to deal with details, and that is what is desperately needed here.

I will try to resolve this problem for you quickly.

But to do this, you have to cooperate with me.

I told you to look at some things above.

Let me revisit those things, and I will number the questions.

1.) Do you see the message to 14844051167 in the SMSOUT-yyyymmdd.LOG of your NowSMS server? Is it being rejected with "ESME_RINVDSTADR / invalid destination address"?

You apparently have more than one NowSMS server ... check them all.

What exactly do these log entries show? (I want to see the routing path for the messages.)

2.) When a client submits a message to 14844051167, what is supposed to happen? (Detail the intended path. What is the name of the user account that submits the message ... which NowSMS server is this account on? How do you want NowSMS to route the message?)

3.) If a message to 14844051167 is supposed to be routed to one of your clients, then what is the account name of that client? When you look at that account in the "SMS Users" list, what configuration details are displayed? Include a screen shot.

4.) You have more than one NowSMS server. Please locate all NowSMS SMSOUT-yyyymmdd.LOG entries relevant to this message on each server and detail them.


Apart from you giving me remote desktop credentials to access your servers, I don't know what else I can do. If you want to open up remote desktop access for an hour or so and e-mail connection details to nowsms@nowsms.com with a subject line of "Attention: Des", I will connect and take a look.

I'd rather get answers to my questions. But if it's urgent, and you get back to me within the hour with connection details, I will login to look for myself.

--
Des
NowSMS Support
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 32
Registered: 10-2009
Posted on Friday, February 05, 2010 - 09:12 pm:   

Following is the error we are receiving in our SMSOUT:

2010-02-05 08:30:18,7DA28FEB.req,174.143.41.21,+14844052995,Error: No SMSC defined to route message -- SMPP - 10.191.2.30:2780,SubmitUser=!02emf;Sender=0302;DCS=11;Text="8,10010,100,0375"
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1758
Registered: 08-2008
Posted on Friday, February 05, 2010 - 09:18 pm:   

Ok ... that's a good start.

What do you want to happen to the message?

Is it supposed to be routed to one of your clients?

Look at the "SMS Users" account, does it have +1484* (or a similar matching pattern) in the "Recipient address(es) to route to this user" field?

I notice that the "+" character is present in the phone number here, which means the message is being submitted with TON=1. That might not be expected in the routing rules that you have. That's why I suggested 1484*,+1484* earlier.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 33
Registered: 10-2009
Posted on Friday, February 05, 2010 - 09:20 pm:   

I have sent you an email with SMSOUT log file.

Please have a look. I am trying to get you the remote desktop if possible.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 34
Registered: 10-2009
Posted on Friday, February 05, 2010 - 09:21 pm:   

Yes it has both entries: 1484*,+1484*
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1759
Registered: 08-2008
Posted on Friday, February 05, 2010 - 09:22 pm:   

Please e-mail the SMSGW.INI file for that server.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 35
Registered: 10-2009
Posted on Friday, February 05, 2010 - 09:39 pm:   

Can you please call Number + 1-204-230-6436?
We are unable to provide you any access remotely.
We have an outage & needs support ASAP.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 36
Registered: 10-2009
Posted on Friday, February 05, 2010 - 09:45 pm:   

We will pay you as soon as possible. We can pay any extra support fee this time. We need some one to call us immegiately as we have an outage with our customers.

This is service effecting.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1760
Registered: 08-2008
Posted on Friday, February 05, 2010 - 09:47 pm:   

I understand about remote access.

But are you going to read me the SMSGW.INI file over the phone?

I need to look at this file to confirm that your routing configuration details are correct, and to confirm that there are no syntax problems.

"XXXX" out the passwords if you need to.

If I think it needs a call, I'll call. But if you say that things are configured correctly, I need to see this file to find the syntax problem.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 37
Registered: 10-2009
Posted on Friday, February 05, 2010 - 09:49 pm:   

Please call ASAP + 1-204-230-6436.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1761
Registered: 08-2008
Posted on Friday, February 05, 2010 - 09:57 pm:   

Until I can see the configuration file, I cannot call.

It sounds like something is wrong in the [Inbound SMS Routing] section of this file.

I need to see it.

I've received your e-mails with the log files, so I know you are capable of getting that file to me.

I have personal life to attend to right now, but I will check back in about 45 minutes to see if the SMSGW.INI file is available for inspection.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 38
Registered: 10-2009
Posted on Friday, February 05, 2010 - 10:04 pm:   

I have sent an email to you with SMSGW.INI file.

Please go through it & let us know where is the problem. Please call ASAP so that we will provide you remote desktop as well.
Muhammad Adnan farooq
New member
Username: Adnan

Post Number: 39
Registered: 10-2009
Posted on Friday, February 05, 2010 - 11:18 pm:   

Des

can you please update us?

we are still waiting for your response. This is an outage.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 1763
Registered: 08-2008
Posted on Monday, February 08, 2010 - 08:22 pm:   

Follow-up for others who may be curious about this incident.

The route in question was a new "preferred route" definition that had just been added that morning.

We looked at the log files, and it was obvious that the "preferred route" definition in question was not even active. The NowSMS service had not been restarted since the definition was added.

The NowSMS service was restarted, and everything started working as expected.

Whenever a "Preferred Connection for" setting is added or changed for an "SMSC" route, it is necessary for the NowSMS service to be restarted for the change to take effect. (Normally when you save such a change, NowSMS prompts to ask if you want to restart the service for the change to take effect.)

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