Problem with sending out SMS Messages

[sameer.patel]

Pagegate Version : 5.0
Wireless Modem: Multi-Tech MTCBA-C-U
Service: Verizon
Server Machine: Windows 2000 Server

We are experiencing problems in sending out SMS messages through Pagegate software using Multi-tech cellular modem (Verizon) since December 10th 2010. Before December 10th, the SMS messages were going out properly. All other messages are going out fine from PageGate except SMS.

Looking at the Pagegate logs, the server acknowledges that it was sent out successfully but the recipients have never received the SMS since December 10th.
We checked with Verizon and the account is still active with proper unlimited text plan.

We tried rebooting the Windows Server, Pagegate Software and the modem instrument. But we still are experiencing the same issue.

Please help to resolve the problem.

[Tech Support]

If you would, please send all of the .log files in the c:\pagegatedata\logs\ folder to support at notepage dot com and let me know an example of a message that went through but was never received.

_________________
Tech Support
support@notepage.com
http://www.notepage.net

[sameer.patel]

Below are sample logs.

I can't provide complete logs due to privacy.


------------------------------- Pagegate.log -------------------------------

12/15/2010 11:45:42 AM Module resumed
12/15/2010 11:45:42 AM Asking PGGWeb module to start
12/15/2010 11:45:44 AM Asking Connector1 module to start
12/15/2010 11:45:47 AM Asking Connector2 module to start
12/15/2010 11:45:49 AM Asking Connector3 module to start
12/15/2010 11:45:50 AM Asking Connector4 module to start
12/15/2010 11:45:52 AM Asking Connector5 module to start
12/15/2010 11:45:54 AM Asking Connector6 module to start
12/15/2010 11:45:56 AM Asking Connector7 module to start
12/15/2010 11:46:01 AM Time synchronized with scheduler
12/15/2010 11:46:01 AM PGGWeb start detected
12/15/2010 11:46:01 AM Connector1 start detected
12/15/2010 11:46:01 AM Connector2 start detected
12/15/2010 11:46:01 AM Connector3 start detected
12/15/2010 11:46:01 AM Connector4 start detected
12/15/2010 11:46:01 AM Connector5 start detected
12/15/2010 11:46:01 AM Connector6 start detected
12/15/2010 11:46:01 AM Connector7 start detected
12/15/2010 11:55:34 AM PGSched Message scheduled. Recipient: janice_miller from: 124391
12/15/2010 11:55:34 AM PGSched Message scheduled. Recipient: janice_miller_pager from: 124391
12/15/2010 11:55:34 AM PGSched Message scheduled. Recipient: sameer_patel from: 124391
12/15/2010 11:55:39 AM PGDial1 SUCCESSFUL Stn:4 To:sameer_patel Frm:124391 Msg:[OC] This is a test.<13><10>
12/15/2010 11:55:42 AM PGDial2 SUCCESSFUL Stn:4 To:janice_miller_pager Frm:124391 Msg:[OC] This is a test.<13><10>
12/15/2010 11:56:49 AM PGDial1 SUCCESSFUL Stn:4 To:janice_miller Frm:124391 Msg:[OC] This is a test.<13><10>




------------------------------- PGDial1.log -------------------------------
12/15/2010 11:45:46 AM Module Started
12/15/2010 11:45:47 AM Time synchronized with scheduler
12/15/2010 11:55:34 AM ========================================
12/15/2010 11:55:34 AM Start connection to carrier: SMS
12/15/2010 11:55:34 AM Connect using GSM protocol
12/15/2010 11:55:34 AM Setting communication parameters (115200,n,8,1)
12/15/2010 11:55:35 AM ----------------------------------------
12/15/2010 11:55:35 AM Working on message to: sameer_patel from: 124391
12/15/2010 11:55:35 AM Formatting message
12/15/2010 11:55:35 AM Message contained in a single packet
12/15/2010 11:55:35 AM Sending packet
12/15/2010 11:55:35 AM Sent:AT+CMGS="XXXXXXXXXX"<CR>
12/15/2010 11:55:38 AM Received:<LF>
12/15/2010 11:55:38 AM Sent:[OC] This is a test.<SUB>
12/15/2010 11:55:39 AM Received:<CR><LF>+CMGS:167<CR><LF>OK<CR><LF>
12/15/2010 11:55:39 AM Packet sent successfully
12/15/2010 11:55:39 AM SUCCESSFUL Stn:4 To:sameer_patel Frm:124391 Msg:[OC] This is a test.<13><10>
12/15/2010 11:56:45 AM ========================================
12/15/2010 11:56:45 AM Start connection to carrier: SMS
12/15/2010 11:56:45 AM Connect using GSM protocol
12/15/2010 11:56:45 AM Setting communication parameters (115200,n,8,1)
12/15/2010 11:56:45 AM ----------------------------------------
12/15/2010 11:56:45 AM Working on message to: janice_miller from: 124391
12/15/2010 11:56:45 AM Formatting message
12/15/2010 11:56:45 AM Message contained in a single packet
12/15/2010 11:56:45 AM Sending packet
12/15/2010 11:56:45 AM Sent:AT+CMGS="XXXXXXXXXX"<CR>
12/15/2010 11:56:48 AM Received:<LF>
12/15/2010 11:56:49 AM Sent:[OC] This is a test.<SUB>
12/15/2010 11:56:49 AM Received:<CR><LF>+CMGS:168<CR><LF>OK<CR><LF>
12/15/2010 11:56:49 AM Packet sent successfully
12/15/2010 11:56:49 AM SUCCESSFUL Stn:4 To:janice_miller Frm:124391 Msg:[OC] This is a test.<13><10>

[Tech Support]

Hmm... well, the modem is accepting the messages for delivery through the SMS network, so if the recipients aren't receiving the messages, that's where the issue is coming from. It's likely an account configuration with the account through carrier that the Cellular Modem is registered with (Verizon, I think?).

If you would, let's try this:

1) Shut PageGate down. Make sure no PageGate Services are running.

2) Run Hyperterminal.

3) Set the connecting device to the COM port that the Multitech cellular modem is attached to.

4) Set the communication parameters appropriate to your device.

5) Turn Local Echo in Hyperterminal on so you can see what you type.

6) Type the following series of commands:

AT <press enter... don't type enter, just hit the enter key>
AT+CMGS="PHONENUMBER" <hit enter>
Type a message to send. <hit enter>
Hit Ctrl+Z on your keyboard, then hit enter.

Let me know what responses the cellular modem gives and whether or not the person receives the message.

_________________
Tech Support
support@notepage.com
http://www.notepage.net

[sameer.patel]

Can we communicate on the phone?

We need your assistence.

That will be helpful.

[Tech Support]

I've removed your phone number from the public forum, I wasn't sure if you wanted it out there for anyone to grab. I'll give you a ring tomorrow morning after 9:00 AM Eastern Time.

_________________
Tech Support
support@notepage.com
http://www.notepage.net

[sameer.patel]

Thank you very much for removing my number.

We are a 911 center and our emergency pages have not going out for a couple of days.

Is there any chance that someone can assist us today?

Thanks

[sameer.patel]

Last night we have resolved the issue.

Thank you for all your help.

[OzCom]

Care to share what the issue was and how you resolved it?

_________________
Aaron D. Osgood
Streamline Communications, LLC
* Authorized Notepage, Inc. Development Partner and Re-seller
TEL: 207-518-8455
AOsgood@streamline-solutions.net
Creators of AutoPage Spillman CAD interface for PageGate