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NeelamBakre
Level 3
Oct 28, 2021 4:46 PM UTC
Solved

SMS Testing Error after configuring New SMPP External Account

Hi Everyone,

I newly configured an SMPP External Account and performed a testing on my mobile number but it is getting failed due to below error. Kindly help me understand what causing this error and how to fix the same.

 

Version  : Campaign Classic V7

Connector used : Extended Generic SMPP

 

Error Screenshot :

 

Regards,

Neelam B.

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    david--garcia
    david--garciaAccepted solution
    Level 10
    Oct 29, 2021 12:13 AM UTC

    The best way to troubleshoot the issue is to liaise your SMS provider to find out what their logs state, perhaps your campaign instance IP is not whitelisted on their side, also follow the next steps outlined on the acc extended sms configuration guide.

     

    First of all Enable verbose SMPP traces. You will need them to see what is happening when the connection restarts.

     

    https://experienceleague.adobe.com/docs/campaign-classic/using/sending-messages/sending-messages-on-mobiles/troubleshooting-sms.html?lang=en

    Steps to troubleshoot Issue when connecting to the provider

    • If the BIND PDU returns a non-zero command_status code, ask the provider for more information.

    • Check that the network is properly configured so the TCP connection can be made to the provider.

    • Ask the provider to check that they properly added the IPs to the allowlist of the Adobe Campaign instance.

    • Check External account settings. Ask the provider the value of the fields.

    • If the connection is successful but unstable, check the Issue with unstable connections section.

    • If connection issues are difficult to diagnose, a network capture can provide information. Make sure that the network capture runs simultaneously while the problem appears for it can be analyzed efficiently. You should also note the exact time at which the problem appears.

     

    https://www.linkedin.com/in/david-garcia-uk/ | https://martech.network
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    13 replies

    Darren_Bowers
    Darren_Bowers
    Level 9
    Oct 28, 2021 10:54 PM UTC

    Hi @neelambakre - looks like config / login issues with your service provider. I would double-check your settings with what your SMS provider publishes and try again

    Cheers

    Darren

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      NeelamBakreAuthor
      Level 3
      Nov 10, 2021 7:32 PM UTC

      @darren_bowers Thanks for your reply. Stated issue is resolved now. But I am still not able to receive SMS testing. Its showing "Sent" in status field. Also in logs transmitter bind is successfully done to SMPP server and SUBMIT_SM, SUBMIT_SM_RESP PDUs are also received. Still I am not able to receive testing. Kindly help me understand the issue.

       

       

      Regards,

      Neelam B.

       

       

      Translate
        Darren_Bowers
        Darren_Bowers
        Level 9
        Nov 10, 2021 10:25 PM UTC

        @neelambakre You may need to check with your provider that you have correctly set the extraction regex entries for determining success and errors in the response SR (these are in the SMSC specificities tab). Not all providers use the same software to implement SMS and some make some custom changes to the messages they send back. Your provider should be able to send you an SMSC implementation/developer guide on how to read the SR messages sent back and you can check the regex matches the incoming messages.

        Also not all providers will provide a status. We get most messages back but some just never arrive.

        Cheers

        Darren

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          david--garcia
          david--garciaAccepted solution
          Level 10
          Oct 29, 2021 12:13 AM UTC

          The best way to troubleshoot the issue is to liaise your SMS provider to find out what their logs state, perhaps your campaign instance IP is not whitelisted on their side, also follow the next steps outlined on the acc extended sms configuration guide.

           

          First of all Enable verbose SMPP traces. You will need them to see what is happening when the connection restarts.

           

          https://experienceleague.adobe.com/docs/campaign-classic/using/sending-messages/sending-messages-on-mobiles/troubleshooting-sms.html?lang=en

          Steps to troubleshoot Issue when connecting to the provider

          • If the BIND PDU returns a non-zero command_status code, ask the provider for more information.

          • Check that the network is properly configured so the TCP connection can be made to the provider.

          • Ask the provider to check that they properly added the IPs to the allowlist of the Adobe Campaign instance.

          • Check External account settings. Ask the provider the value of the fields.

          • If the connection is successful but unstable, check the Issue with unstable connections section.

          • If connection issues are difficult to diagnose, a network capture can provide information. Make sure that the network capture runs simultaneously while the problem appears for it can be analyzed efficiently. You should also note the exact time at which the problem appears.

           

          Translate
          https://www.linkedin.com/in/david-garcia-uk/ | https://martech.network
            NeelamBakreAuthor
            Level 3
            Nov 10, 2021 7:34 PM UTC

            @david--garcia Thank you so much for reply.

            Translate
              david--garcia
              david--garcia
              Level 10
              Nov 11, 2021 5:47 AM UTC

              did you resolve the issue? are you getting the sms?

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              https://www.linkedin.com/in/david-garcia-uk/ | https://martech.network
              Sukrity_Wadhwa
              Sukrity_Wadhwa
              Level 4
              Nov 23, 2021 12:58 PM UTC

              Hi @neelambakre,

              Were you able to resolve this query or do you still need more help here? Do let us know.

              Thanks!

              Translate
              Sukrity Wadhwa
              NeelamBakreAuthor
              Level 3
              Nov 25, 2021 6:27 PM UTC

              @darren_bowers  and @david--garcia Thank you so much for your help and apologies for delayed response. The content was not whitelisted properly at vendors end. After whitelisting it , issue got resolved. 

              Translate
                Darren_Bowers
                Darren_Bowers
                Level 9
                Nov 25, 2021 11:41 PM UTC

                @neelambakre- great to hear. Unfortunately not all vendors/providers/SMSC's implement SMPP the same and its really trial and error sometimes. Glad you got it sorted 👍

                Cheers

                Darren

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