Troubleshooting MoveSMS
- Michelle Russell
This section describes common errors and how to resolve them. Should you encounter any other errors or if you require further assistance, please log a request on the MoveSupport website at https://moveconnect.atlassian.net/servicedesk/customer/portal.
“The SMS failed to send. Invalid status 500 was returned.”
The XML message is reaching the SMS gateway, but is being rejected. To rectify the issue:
Go to the company C:\Temp\mwconnect\failed and look for SMS XML messages in the form SMS_xxxxxxxxxxxx.xml•Open the latest one in Notepad or another text editor
Look for the SoapException. Some common ones are:
SoapException: Server did not recognise the value of HTTP Header SOAPAction: sendSMS
Install newer DLL
SoapException: No Permission to:sms.send.plain
Check Role in company SMS account setup is set to API_ACCESS and not EVALUATION
SoapException: Invalid Authentication Parameters
Check that the company account password has not been changed, as this would change the Token and Signature of the code in codes management.
Generate the company’s Token and Signature again and check the match the code in codes management. See the Changing Passwords section on how to do so.
“The SMS failed to send. An exception occurred while sending XML data. A connection with the server could not be established.”
The XML message is never reaching the SMS gateway. This is commonly due to a firewall or proxy issue. Check with the System Administrator about any firewall that may be disrupting the service.
For proxy issues on Server 2003:
Login to the server as a user with internet access
Open a command window
Run C:\> %SystemRoot%\system32\proxycfg.exe –u
This will set all Microsoft SOAP calls (msxml services) to use the same proxy configuration as the current user
For proxy issues on Server 2008 (1st Method):
Login to the server as a user with internet access
Open a command window
Run C:\> netsh
Run netsh> winhttp
Run netsh winhttp> import proxy ie
Run netsh winhttp> quit
This will set all Microsoft SOAP calls (msxml services) to use the same proxy configuration as the current user
For proxy issues on Server 2008 (2nd Method):
Login to the server as a user with internet access
Open a command window
Run C:\> netsh
Run netsh> winhttp
Run netsh winhttp> set proxy proxy-server=”ftp=192.168.1.2:21;http=192.168.1.2:80;https=192.168.1.2:443″ bypass-list=”*.mydomain.com”
Run netsh winhttp> quit
This will set all Microsoft SOAP calls (msxml services) to use the proxy configuration you have specified
“Country prefix not found for mobile number.”
Possible causes are a country code is not linked to a country correctly, the system country is not set, or a dialing prefix is not set for a given country. To rectify the issue:
Go to System Parameters and check that a country is set on the General tab e.g. AU
In Codes Management sort by type Country, and check that all common countries have a dialling prefix in the shortcut field e.g. AU = 61
If in Jobs Management, check that the Origin and Destination codes are both linked correctly to a country
Go to Administration -> Moveware Setup -> Destinations
Find the given destination code e.g. AUMEL
Check that the Country Code field is set correctly e.g. AU