SNPP Error

[jt]

Have been running Notepager Pro on several machines now for about 6 months with no problems. Machines are networked and have direct access to the internet. Pages are normally sent out using the internet however, as a backup, they can also be sent using a modem if the internet connection is down.

About 2 weeks ago we started having problems with the dispatch computer sending pages. When sending a page it would get to the second line which says "Connecting using SNPP" (or something to that effect) and go no further until it timed out. Thinking there was a problem with the internet connection, I switched to the regular modem to page. Everything connected through but the page was rejected by Verizon with the error message "Invalid ID/PIN or message too long." Checked with the Network administrator to see if there was a problem with our system and he determined that Verizon was having a problem. (corrected about a half hour later)

3 or 4 days ago started getting the same problem again. Sometime the modem pages will go through but not always. It won't connect at all with the SNPP protocol. (the computer will still connect to the internet with no problem)

When I tried the other computer that has the software, it works fine.

I have uninstalled, reinstalled, copied and everything else that I can think of and still have the same problem.

Any suggestions on what might be causing this problem would be appreciated.

Thanks

[Tech Support]

The first step is to turn on additional logging. This may give us an idea as to where or why the messages are failing sometimes.

While at the main screen in NotePager Pro, hit <ctrl><alt><d>. A box will pop up telling you that detailed logging has been enabled. You can hit <ctrl><alt><d> again to turn it off when you no longer need it.

If you have questions about the new log entries, post a sample delivery session here and we can take a look.

[jt]

Did what you suggested and have posted the results below. Turning on the debugging didn't give me anything I didn't already have for the internet connection (or lack of same) but I did notice something on the modem connection.

11/16/2003 20:48:35 Sent:<STX>5083126553<CR>Test of Dispatch Computer All Call Page (Modem)<CR><ETX>24><CR>
11/16/2003 20:48:37 Received:<LF><CR>Record not found for ID: 0000000083126553 <CR><RS><CR>

In the second line after <ETX> the 24 doesn't have a left <
In the next line, the number received doesn't match the number sent. The first 5 has either been dropped or overwritten with a 0.
That would probably be the reason for the "Bad ID/PIN" error message but what is causing it?

Since we usually use the internet to connect, any suggestion why it's not connecting. Both computers are setup the same, are on the same local area network line running back to the same server and are running the identical software and setup. One works fine, the other doesn't.


11/16/2003 20:46:39 ====================================
11/16/2003 20:46:39 Start connection to carrier: VZW
11/16/2003 20:46:39 Connect using SNPP protocol
11/16/2003 20:47:11 Unable to connect to carrier
11/16/2003 20:47:11 Disconnected from server
11/16/2003 20:47:11 Carrier retry limit reached. Marking pending messages as bad
11/16/2003 20:47:11 FAILED To:All Call Msg:Test of Dispatch Computer All Call Page (Internet)
11/16/2003 20:48:05 ====================================
11/16/2003 20:48:05 Start connection to carrier: Verizon
11/16/2003 20:48:05 Connect using TAP protocol
11/16/2003 20:48:05 Setting communication parameters
11/16/2003 20:48:05 Sent:AT<CR><LF>
11/16/2003 20:48:06 Attempting to reset modem
11/16/2003 20:48:08 Sent:AT<CR>
11/16/2003 20:48:08 Received:<CR><LF>OK<CR><LF>
11/16/2003 20:48:09 modem reset
11/16/2003 20:48:09 Attempting to send carrier init string
11/16/2003 20:48:09 Sent:AT&FQ0V1X4&D2N0+MS=V22,0<CR>
11/16/2003 20:48:10 Received:<CR><LF>OK<CR><LF>
11/16/2003 20:48:10 Carrier init string sent
11/16/2003 20:48:10 Dialing carrier
11/16/2003 20:48:10 Sent:ATDT7,1,5088066008<CR>
11/16/2003 20:48:18 Waiting for connection
11/16/2003 20:48:28 Received:<CR><LF>CONNECT 1200<CR><LF>
11/16/2003 20:48:28 Connected to carrier
11/16/2003 20:48:28 Waiting for protocol initialization
11/16/2003 20:48:32 Sent:<CR>
11/16/2003 20:48:33 Received:ID=<LF><CR>
11/16/2003 20:48:33 TAP protocol detected
11/16/2003 20:48:33 Sent:<ESC>PG1<CR>
11/16/2003 20:48:35 Received:<ACK><CR>
11/16/2003 20:48:35 Received:<ACK><CR><ESC>[p<CR>
11/16/2003 20:48:35 Automatic TAP mode accepted
11/16/2003 20:48:35 ------------------------------------------------
11/16/2003 20:48:35 Working on message to: Z_All Call from:
11/16/2003 20:48:35 Formatting message
11/16/2003 20:48:35 Message contained in single block
11/16/2003 20:48:35 Sending block
11/16/2003 20:48:35 Sent:<STX>5083126553<CR>Test of Dispatch Computer All Call Page (Modem)<CR><ETX>24><CR>
11/16/2003 20:48:37 Received:<LF><CR>Record not found for ID: 0000000083126553 <CR><RS><CR>
11/16/2003 20:48:37 Bad ID/PIN, or bad message content: Permanent failure
11/16/2003 20:48:37 The recipient's ID/PIN number was rejected, or the message is too long
11/16/2003 20:48:37 Message retry limit reached
11/16/2003 20:48:37 FAILED To:Z_All Call Msg:Test of Dispatch Computer All Call Page (Modem)
11/16/2003 20:48:37 Sent:<EOT><CR>
11/16/2003 20:48:38 Attempting to hang up modem
11/16/2003 20:48:43 Sent:AT<CR>
11/16/2003 20:48:43 Received:<CR><LF>OK<CR><LF>
11/16/2003 20:48:43 modem hung up

[Tech Support]

Two things to try:

1. from a DOS prompt try typing this:
telnet snpp.airtoucht.com 444
and see if you get any reponse from their server. It should repond with 220...
you can also try:
telnet snpp.myairmail.com 444

If you can't telnet to either server, then you probably have some sort of networking problem with the workstation.

As for the TAP delivery, try just using the last 7 digits of the PIN number and see what happens, or try using this phone number for the carrier (with the 10 digit PIN):
866-823-0501

[jt]

Thanks,

Tried both Telnet entries and neither would connect. Spoke with the System Administrator this evening and he told me what to do to reinstall the Proxy. Unfortunately, system would't let me do it. Sent him an EMail to let him know.

The 7 digit thing on the TAP connection I should have known. Had the problem when we first installed Notepager. Checked some of the individual Recipients and sure enough only 7 digits on their ID/PIN number. Took the 508 out and now they can at least page out using the modem.

Hopefully once the Proxy Server is reinstalled it will correct that problem. If not, I'll let you know <G>

Thanks again for the help

[jt]

Sorry about the delay in getting back. Finally got MSPROXY reloaded and it corrected the Internet paging problem.

Thanks for the help

jt