MMS messages stuck in Queued Status

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Mike Glancy
New member
Username: Web9

Post Number: 8
Registered: 05-2013
Posted on Wednesday, October 07, 2015 - 08:33 pm:   

We recently upgraded to a new server (windows 2012) and NowSMS Lite version 2015.06.24 using an Android phone on Verizon.

We normally send about 1200 MMS messages per day. We are noticing that about 20+ messages are stuck in "Queued" status over the course of 24 hours. After looking over the logs and messages we can't see why these weren't sent out and there are no obvious errors. Unfortunately there is nothing we can do but delete the messages to get them out of the queue.

This did not occur on our old system running an older version NowSMS lite using a 3G modem on At&T.

What can we do to fix this issue? Thanks.
Mike Glancy
New member
Username: Web9

Post Number: 9
Registered: 05-2013
Posted on Wednesday, October 07, 2015 - 09:14 pm:   

Also, we just looked at the NowSMS app on the phone and it is showing 71,761 MMS messages sent, but the NowSMS app on the server is only showing 1436 MMS messages sent and this is correct as it has only been running for just over 24 hours.

Are the queued messages being sent over and over?
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 5471
Registered: 08-2008
Posted on Wednesday, October 07, 2015 - 09:31 pm:   

Hi Mike,

The NowSMS app on the phone shows a cumulative counter for that device. It sounds like you moved servers, but I assume the same Android device? That counter would not be reset unless you uninstall/reinstall the app on that device.

Or are you saying that you were using the Android device is new? If so, that is concerning. I'd like to see full MMSC-yyyymmdd.LOG files for that period...please e-mail to nowsms@nowsms.com with Attention: Des on the subject line.

Regrading the first question...

Do these stuck messages appear anywhere in the MMSC-yyyymmdd.LOG files? Provide some examples of these log entries, and let's compare them to log entries for messages that did get sent out.

Is there both a .INI and .MMS file for each stuck message? Provide an example .INI file.

--
Des
NowSMS Support
Mike Glancy
New member
Username: Web9

Post Number: 10
Registered: 05-2013
Posted on Wednesday, October 07, 2015 - 09:49 pm:   

The android device is brand new along with the server and has only been running for a couple days.

Yes, the stuck messages appeared in the MMSC logs and they looked identical to every other message. Nothing appeared that would be problematic.

There was an .INI and .MMS file for the stuck messages, but they were deleted when I cleared the Queue. I will forward one when they next appear.

I sent you an email with the log files.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 5472
Registered: 08-2008
Posted on Wednesday, October 07, 2015 - 10:45 pm:   

Hi Mike,

I don't understand about the Android app message counter being off, but I do see unusual patterns in your logs, and occasional stuck/delayed messages.

It seems that outbound MMS sending stops...then you post in another MMS message and that wakes up outbound sending to maybe send a stuck message.

It is not clear to me why this would happen, or what could cause this. I will consult with others on our team to see if they have any theories.

Can you enable the MMSCDEBUG.LOG? We may need to look at this going forward.

--
Des
NowSMS Support
Mike Glancy
New member
Username: Web9

Post Number: 11
Registered: 05-2013
Posted on Wednesday, October 07, 2015 - 10:56 pm:   

MMSCdebug was already on so I emailed you the file. We did move the phone from the server room to another location for better cell and wifi coverage just to see if that might help.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 5473
Registered: 08-2008
Posted on Wednesday, October 07, 2015 - 11:02 pm:   

I got some feedback from one of our engineers. He was reviewing code and specifically focusing on my observation that when you post in another MMS message and that wakes up outbound sending to maybe send a stuck message.

I assume this server is not a laptop, but could you check the power plan that is enabled in Windows...make sure it is set to High Performance.

This is just a theory, but he did notice an API note about power management in Windows Server 2012 affecting an API that we use where we periodically put outbound MMS sending to sleep to wait either 1 second or until another message gets added to the queue.

This is a long shot, but it does appear something is throwing off the timing of outbound MMS sending.

--
Des
NowSMS Support
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 5474
Registered: 08-2008
Posted on Wednesday, October 07, 2015 - 11:12 pm:   

Looking at your MMSCDEBUG.LOG, that last suggestion is not applicable.

There are a couple of odd behaviors with Verizon and Sprint, and for some reason the system is not consistently detecting that it needs to apply some logic specific to those environments.

That would also explain the mistaken count on the device. (It is a mistaken count.)

There is a manual way to set an override, but I need to check the details. This may take me a couple hours.

--
Des
NowSMS Support
Mike Glancy
New member
Username: Web9

Post Number: 12
Registered: 05-2013
Posted on Wednesday, October 07, 2015 - 11:24 pm:   

Understood. I changed the server to high performance anyway just in case.

Let me know what you would like me to try regarding the override when you are ready.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 5475
Registered: 08-2008
Posted on Thursday, October 08, 2015 - 01:33 am:   

Unfortunately, the override I was referring to is not going to work.

I can see now that NowSMS is detecting the situation (sender address cannot be resolved) and setting the override. However, even with the override enabled, the same error occurs. So we clear the override and try without it. The error re-occurs, so we set the override and try with it. And the cycle repeats.

Eventually it works, but apparently some messages get stuck. What is not clear is why the messages are stuck. Perhaps a backlog of messages already pending for certain subscribers?

What is clear to me is that we need to make some changes in how NowSMS reacts to this error. I don't see a way to fix the problem, but currently in this situation, NowSMS is retrying excessively (and not logging the fact that it is). This may result in excessive data usage.

So hold off further testing until we produce an update tomorrow to count this error as a retry event.

Then look to see if there are particular numbers triggering the retry. I'll also want you to add DebugFull=Yes to the [MMSC] section of MMSC.INI so we can capture some extra debug info from the app to see if there is anything else unusual.

--
Des
NowSMS Support
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 5476
Registered: 08-2008
Posted on Thursday, October 08, 2015 - 07:00 pm:   

Hi Mike,

Apologies for the delay, This took a little longer than expected.

I'd like for you to try the update at http://www.nowsms.com/download/lite20151008.zip

It will not fix the problem, but it will unhide the problem and eliminate the excessive retries.

The issue is that when NowSMS tries to send a message, it is frequently seeing an "unresolved sender" error. This error is frequently encountered on Verizon and Sprint. When NowSMS sees this error, it tries again with additional override information.

The problem is that NowSMS does not expect to see this error under other situations, so it retries excessively.

The update will detect the initial error and set the override. If the error is encountered after this, it will be logged in MMSC-yyyymmdd.LOG and retried with a staggered delay.

So this will not fix the problem, but it will give a better picture of when this situation is encountered, to see if it is primarily when sending to certain numbers.

I'd also ask you to add DebugFull=Yes to the [MMSC] section of MMSC.INI so we can capture some extra debug info from the app to see if there is anything else unusual.

--
Des
NowSMS Support
Mike Glancy
New member
Username: Web9

Post Number: 13
Registered: 05-2013
Posted on Thursday, October 08, 2015 - 07:43 pm:   

New version has been installed and MMSC.ini modified. Let me know if there is anything you want me to look for specifically besides the queued messages.
Mike Glancy
New member
Username: Web9

Post Number: 14
Registered: 05-2013
Posted on Thursday, October 08, 2015 - 08:53 pm:   

There was one message stuck in the queue so far. I sent you the logs.
Des - NowSMS Support
Board Administrator
Username: Desosms

Post Number: 5477
Registered: 08-2008
Posted on Friday, October 09, 2015 - 08:56 pm:   

Hi Mike,

As I mentioned via email, the stuck messages appear to be messages where the recipient is invalid or blocked.

The problem is that Verizon is using the wrong error code to report the problem (one that suggests a temporary network or configuration problem.)

I've uploaded another update at http://www.nowsms.com/download/lite20151009.zip

This update fixes an issue in the previous update where after processing one of these problem messages, the next message after it would have at least one retry attempt. This is fixed.

By default, NowSMS will retry 20 times. If you want to adjust retry behavior, use the parameters described here:

http://www.nowsms.com/sms-retry-error-handling-with-ucpemi-and-cimd

These retry parameters apply to both SMS and MMS. If you want to use different retry settings for MMS, the settings in that document are also supported in the [MMSC] section of MMSC.INI.

--
Des
NowSMS Support
Mike Glancy
New member
Username: Web9

Post Number: 15
Registered: 05-2013
Posted on Friday, October 09, 2015 - 09:14 pm:   

Thanks. I've installed the new version and added the following line to the SMSGW.INI file - RetryMaxAttempts=5

Mike

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