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Troubleshooting guide
Start from symptoms and gather the right evidence before changing configuration.
First checks#
Record the time zone, submit ID and affected account. Check service state and recent logs before changing several settings at once. Use one controlled reproduction.
| Symptom | Check first |
|---|---|
| Cannot sign in | Correct application/origin, account type, Web Access and demo mode |
| SMPP bind rejected | Login, 3–8-character password, source IP, provider bind error |
| Submission rejected | Account active state, permitted source, billing/rate availability and SMPP status |
| No SMS route | Client delivery channel, direct gateway/group, membership and gateway availability |
| Queued without progress | Relevant service, worker eligibility, route limits and pending errors |
| No DLR | Receipt request, provider message ID, client bind, timeout and DLR queue |
| Wrong text / parts | Incoming versus changed content, enabled transforms, templates and encoding |
| Voice without OTP | Default 4–8-digit extraction and other numeric candidates |
| SIP failure | UDP compatibility, provider permission, host/NAT and actual SIP response |
| Silent Voice | Negotiated codec, RTP reachability, complete IVR variants or TTS result |
| TTS failure | Credentials reference in both service environments, provider/voice and conversion |
| Empty statistics | Report period, timezone, filters and token/click metric definition |
| Capture failure | Interface, port/filter, tcpdump privileges and file path permissions |
One message, complete evidence#
Open its trace and compare intake, transformations, gateway selection, provider command/response and DLR. For Voice add job/call ID, attempt, route, SIP status and media details.
Missing controls or display issues#
Use View to restore hidden table columns. Confirm horizontal scrolling, browser zoom and theme. A filter may intentionally return no rows. If a Today view keeps refreshing or interrupts typing, confirm that the deployment includes normalized stable day boundaries.
Ask for support#
Include version, timestamps, IDs, affected module, exact error and expected behavior. Redact credentials, access tokens and unrelated customer payloads. Describe which settings changed and what remained reproducible afterward.
Screenshots show fictional data from the public demo. Your instance may have different records and permissions.