SMS alert Problem After Upgrade

Dear all,



After we upgraded monitoring software to Premium Edition version 8.7.9, our sms alert didn't worked. I tried to run on debug mode and searched any of clues, but I'm not sure at all.



Here I copied some of debug log :

# 001 Fri May 27 09:45:53 2011 Alerting loop still running

# 001 Fri May 27 09:46:54 2011 Alerting loop still running

# 001 Fri May 27 09:47:55 2011 Alerting loop still running

# 001 Fri May 27 09:48:56 2011 Alerting loop still running

# 001 Fri May 27 09:49:26 2011 processing alert ID 13064645657 for alert through

.SMS.

# 001 Fri May 27 09:49:26 2011 Sms Configuration: gsmmodem

# 001 Fri May 27 09:49:57 2011 Alerting loop still running

# 001 Fri May 27 09:50:58 2011 Alerting loop still running

# 001 Fri May 27 09:51:59 2011 Alerting loop still running

# 001 Fri May 27 09:53:00 2011 Alerting loop still running

# 001 Fri May 27 09:54:01 2011 Alerting loop still running

# 001 Fri May 27 09:54:11 2011 processing alert ID 130646485028 for alert throug

h .SMS.

# 001 Fri May 27 09:54:12 2011 Sms Configuration: gsmmodem

# 001 Fri May 27 09:55:02 2011 Alerting loop still running

# 001 Fri May 27 09:56:03 2011 Alerting loop still running

# 001 Fri May 27 09:57:04 2011 Alerting loop still running



Beside that, I tried some experiment like this :

1. I added my country code in phone number, and all was the same. sometimes working, sometimes not.

2. I changed the Down Alerts from single number destination, to multiple numbers (team alert), but didn't changed anything.



Anyone experience about this?



Thanks before.

What is sent to the console window?



You need to add country code to your phone number.

hi administrator,



debug log I sent on last post is came from console windows. Yes, of course. We have added country code. But the result is still the same. Is there any other settings or configurations we should apply?



IMHO, based on the debug log, when alert received, system tried to processing alert through sms, but after configuration found (that must be sent to gsmmodem), system didn't found phone number.



Thanks.

This is not the complete debug output. It starts with modem initialization data etc...



What version and edition of the software are you using?

OK, below given complete debug log from s-alert.exe





---------------------------------------------------------------

# ServersCheck Alerting & Notification Component

# version 8.6

#

#

# (c) Copyright 2003-2010 - ServersCheck BVBA

# www.serverscheck.com

#

#

# IP address: 10.88.1.28

#

#

# 001 Mon May 30 09:41:35 2011 SMS COM port set to COM1

# 001 Mon May 30 09:41:35 2011 SMS Pin code has to be inactive!

# GSM Mon May 30 09:41:38 2011 Reading incoming SMS messages

# GSM Mon May 30 09:41:38 2011 Checking arrival, iteration 1

# MOD Mon May 30 09:41:39 2011 message: OK

# GSM Mon May 30 09:42:09 2011 Reading incoming SMS messages

# GSM Mon May 30 09:42:09 2011 Checking arrival, iteration 2

# MOD Mon May 30 09:42:10 2011 message: OK

# 001 Mon May 30 09:42:36 2011 Alerting loop still running

# GSM Mon May 30 09:42:40 2011 Reading incoming SMS messages

# GSM Mon May 30 09:42:40 2011 Checking arrival, iteration 3

# MOD Mon May 30 09:42:41 2011 message: OK

# GSM Mon May 30 09:43:11 2011 Reading incoming SMS messages

# GSM Mon May 30 09:43:11 2011 Checking arrival, iteration 4

# MOD Mon May 30 09:43:12 2011 message: OK

# 001 Mon May 30 09:43:37 2011 Alerting loop still running

# GSM Mon May 30 09:43:42 2011 Reading incoming SMS messages

# GSM Mon May 30 09:43:42 2011 Checking arrival, iteration 5

# MOD Mon May 30 09:43:43 2011 message: OK

# GSM Mon May 30 09:44:13 2011 Reading incoming SMS messages

# GSM Mon May 30 09:44:13 2011 Checking arrival, iteration 6

# MOD Mon May 30 09:44:14 2011 message: OK

# 001 Mon May 30 09:44:38 2011 Alerting loop still running

# GSM Mon May 30 09:44:44 2011 Reading incoming SMS messages

# GSM Mon May 30 09:44:44 2011 Checking arrival, iteration 7

# MOD Mon May 30 09:44:45 2011 message: OK

# 001 Mon May 30 09:44:47 2011 processing alert ID 130672348779 for alert throug

h .SMTP.

# 001 Mon May 30 09:44:47 2011 processing alert ID 130672348779 for alert throug

h .SMTP.

# GSM Mon May 30 09:45:15 2011 Reading incoming SMS messages

# GSM Mon May 30 09:45:15 2011 Checking arrival, iteration 8

# MOD Mon May 30 09:45:16 2011 message: OK

# 001 Mon May 30 09:45:40 2011 Alerting loop still running

# GSM Mon May 30 09:45:46 2011 Reading incoming SMS messages

# GSM Mon May 30 09:45:46 2011 Checking arrival, iteration 9

# MOD Mon May 30 09:45:47 2011 message: OK

# GSM Mon May 30 09:46:17 2011 Reading incoming SMS messages

# GSM Mon May 30 09:46:17 2011 Checking arrival, iteration 10

# MOD Mon May 30 09:46:18 2011 message: OK

# 001 Mon May 30 09:46:41 2011 Alerting loop still running

# 001 Mon May 30 09:46:46 2011 processing alert ID 130672360535 for alert throug

h .SMS.

# 001 Mon May 30 09:46:46 2011 Sms Configuration: gsmmodem

# GSM Mon May 30 09:46:48 2011 Reading incoming SMS messages

# GSM Mon May 30 09:46:48 2011 Checking arrival, iteration 11

# MOD Mon May 30 09:46:49 2011 message: OK

# GSM Mon May 30 09:46:52 2011 Service center number is: +CSCA: "+6281100000",14

5 (configured: )

# GSM Mon May 30 09:46:52 2011 Sending SMS to +628998970xxx

# MOD Mon May 30 09:47:01 2011 SMS reply: 0011000C912698897900090000AA824176594E

4F1241A3D80C66BBC96636586D561B819454E4B375953A41B21C1D0D32B25DA02A740A6A81A8E536

BC2C0FD3EBF2B20B34A587E9F5394807223EAF4E50980E6ABEDDA066380F9AC140B09C8E66D3D16A

20192C1673818A72F95BAE03C96420D0595E0ED3CB72101D1D7683623017→

+CMGS: 23



OK

# MOD Mon May 30 09:47:13 2011 Sent SMS (pdu mode) to +628998970xxx!

# GSM Mon May 30 09:47:13 2011 Send result : 1

# GSM Mon May 30 09:47:19 2011 Reading incoming SMS messages

# GSM Mon May 30 09:47:19 2011 Checking arrival, iteration 12

# MOD Mon May 30 09:47:20 2011 message: OK

# 001 Mon May 30 09:47:42 2011 Alerting loop still running

# GSM Mon May 30 09:47:50 2011 Reading incoming SMS messages

# GSM Mon May 30 09:47:50 2011 Checking arrival, iteration 13

# MOD Mon May 30 09:47:51 2011 message: OK

# 001 Mon May 30 09:47:53 2011 processing alert ID 130672307045 for alert throug

h .SMTP.

# 001 Mon May 30 09:47:53 2011 processing alert ID 130672307045 for alert throug

h .SMTP.

# 001 Mon May 30 09:47:53 2011 processing alert ID 130672307045 for alert throug

h .SMTP.

# GSM Mon May 30 09:48:21 2011 Reading incoming SMS messages

# GSM Mon May 30 09:48:21 2011 Checking arrival, iteration 14

# MOD Mon May 30 09:48:22 2011 message: OK

# 001 Mon May 30 09:48:43 2011 Alerting loop still running

# GSM Mon May 30 09:48:52 2011 Reading incoming SMS messages

# GSM Mon May 30 09:48:52 2011 Checking arrival, iteration 15

# MOD Mon May 30 09:48:53 2011 message: OK

# 001 Mon May 30 09:49:02 2011 processing alert ID 13067237424 for alert through

.SMS.

# 001 Mon May 30 09:49:02 2011 Sms Configuration: gsmmodem

# GSM Mon May 30 09:49:04 2011 Service center number is: +CSCA: "+6281100000",14

5 (configured: )

# GSM Mon May 30 09:49:04 2011 Sending SMS to +628998970xxx

# MOD Mon May 30 09:49:10 2011 SMS reply: 0011000C912698897900090000AA8A4A2AF2D9

BA4A9D20598E8E0619D92E50153A05B540D4721B5E9687E97579D9059AD2C3F4FA1CA4033D97A030

1DD47CBB41CD701E34838160391D2DA783C94032582CE60249CBE3B7BD2C2F934166F9BB0D6287E7

7450592E7FCB75A0A25CFE9683D8657B99AD03C96420D0595E0ED3CB72101D1D7683623017→

+CMGS: 24



OK

# MOD Mon May 30 09:49:10 2011 Sent SMS (pdu mode) to +628998970xxx!

# GSM Mon May 30 09:49:10 2011 Send result : 1

# GSM Mon May 30 09:49:24 2011 Reading incoming SMS messages

# GSM Mon May 30 09:49:24 2011 Checking arrival, iteration 16

# MOD Mon May 30 09:49:25 2011 message: OK

# 001 Mon May 30 09:49:44 2011 Alerting loop still running

# GSM Mon May 30 09:49:55 2011 Reading incoming SMS messages

# GSM Mon May 30 09:49:55 2011 Checking arrival, iteration 17

# MOD Mon May 30 09:49:56 2011 message: OK

# GSM Mon May 30 09:50:26 2011 Reading incoming SMS messages

# GSM Mon May 30 09:50:26 2011 Checking arrival, iteration 18

# MOD Mon May 30 09:50:27 2011 message: OK

# 001 Mon May 30 09:50:45 2011 Alerting loop still running

# GSM Mon May 30 09:50:57 2011 Reading incoming SMS messages

# GSM Mon May 30 09:50:57 2011 Checking arrival, iteration 19

# MOD Mon May 30 09:50:58 2011 message: OK

# GSM Mon May 30 09:51:28 2011 Reading incoming SMS messages

# GSM Mon May 30 09:51:28 2011 Checking arrival, iteration 20

# MOD Mon May 30 09:51:29 2011 message: OK

# 001 Mon May 30 09:51:46 2011 Alerting loop still running

# GSM Mon May 30 09:51:59 2011 Reading incoming SMS messages

# GSM Mon May 30 09:51:59 2011 Checking arrival, iteration 21

# MOD Mon May 30 09:52:01 2011 message: OK

# GSM Mon May 30 09:52:31 2011 Reading incoming SMS messages

# GSM Mon May 30 09:52:31 2011 Checking arrival, iteration 22

# MOD Mon May 30 09:52:32 2011 message: OK

# 001 Mon May 30 09:52:47 2011 Alerting loop still running

# GSM Mon May 30 09:53:02 2011 Reading incoming SMS messages

# GSM Mon May 30 09:53:02 2011 Checking arrival, iteration 23

# MOD Mon May 30 09:53:03 2011 message: OK

# GSM Mon May 30 09:53:33 2011 Reading incoming SMS messages

# GSM Mon May 30 09:53:33 2011 Checking arrival, iteration 24

# MOD Mon May 30 09:53:34 2011 message: OK

# 001 Mon May 30 09:53:48 2011 Alerting loop still running

# GSM Mon May 30 09:54:04 2011 Reading incoming SMS messages

# GSM Mon May 30 09:54:04 2011 Checking arrival, iteration 25

# MOD Mon May 30 09:54:05 2011 message: OK

# GSM Mon May 30 09:54:35 2011 Reading incoming SMS messages

# GSM Mon May 30 09:54:35 2011 Checking arrival, iteration 26

# MOD Mon May 30 09:54:36 2011 message: OK

# 001 Mon May 30 09:54:49 2011 processing alert ID 130672408816 for alert throug

h .SMTP.

# 001 Mon May 30 09:54:50 2011 processing alert ID 130672408816 for alert throug

h .SMTP.

# 001 Mon May 30 09:54:50 2011 Alerting loop still running

# 001 Mon May 30 09:55:03 2011 processing alert ID 130672410264 for alert throug

h .SMS.

# 001 Mon May 30 09:55:03 2011 Sms Configuration: gsmmodem

# GSM Mon May 30 09:55:05 2011 Service center number is: +CSCA: "+6281100000",14

5 (configured: )

# GSM Mon May 30 09:55:05 2011 Sending SMS to +628998970xxx

# MOD Mon May 30 09:55:11 2011 SMS reply: 0011000C912698897900090000AA794176594E

4F1241A3D80C66BBC9683198CC461B819454E4B375953A41321C1D0D32B25DA02A740A6A81A069F7

D9059AD2C3F4FA1CA403119F5727284C0735DF6E50339C07CD6020584E57ABE96032900C168BB940

45B9FC2DD7816620D0595E0ED3CB72101D1D7683622E→

+CMGS: 25



OK

# MOD Mon May 30 09:55:11 2011 Sent SMS (pdu mode) to +628998970xxx!

# GSM Mon May 30 09:55:11 2011 Send result : 1

# GSM Mon May 30 09:55:13 2011 Reading incoming SMS messages

# GSM Mon May 30 09:55:13 2011 Checking arrival, iteration 27

# MOD Mon May 30 09:55:14 2011 message: OK

# 001 Mon May 30 09:55:14 2011 processing alert ID 13067241148 for alert through

.SMTP.

# GSM Mon May 30 09:55:44 2011 Reading incoming SMS messages

# GSM Mon May 30 09:55:46 2011 Checking arrival, iteration 28

# MOD Mon May 30 09:55:47 2011 message: OK

# 001 Mon May 30 09:55:51 2011 Alerting loop still running

# GSM Mon May 30 09:56:15 2011 Reading incoming SMS messages

# GSM Mon May 30 09:56:15 2011 Checking arrival, iteration 29

# MOD Mon May 30 09:56:16 2011 message: OK

# GSM Mon May 30 09:56:46 2011 Reading incoming SMS messages

# GSM Mon May 30 09:56:46 2011 Checking arrival, iteration 30

# MOD Mon May 30 09:56:47 2011 message: OK

# 001 Mon May 30 09:56:52 2011 Alerting loop still running

# GSM Mon May 30 09:57:17 2011 Reading incoming SMS messages

# GSM Mon May 30 09:57:17 2011 Checking arrival, iteration 31

# MOD Mon May 30 09:57:18 2011 message: OK

# 001 Mon May 30 09:57:23 2011 processing alert ID 130672424349 for alert throug

h .SMS.

# 001 Mon May 30 09:57:23 2011 Sms Configuration: gsmmodem

# GSM Mon May 30 09:57:25 2011 Service center number is: +CSCA: "+6281100000",14

5 (configured: )

# GSM Mon May 30 09:57:25 2011 Sending SMS to +628998970xxx

# MOD Mon May 30 09:57:29 2011 SMS reply: 0011000C912698897900090000AA814A2AF2D9

BA4A9D20198E8E0619D92E50153A05B540D0B4FBEC024DE9617A7D0ED2819E4B50980E6ABEDDA066

380F9AC140B09CAE76D3C96620192C167381A4E5F1DB5E9697C920B3FCDD06B1C3733AA82C97BFE5

3A50512E7FCB41ECB2BDCCD6816A20D0595E0ED3CB72101D1D7683622E→

ERROR

# MOD Mon May 30 09:57:29 2011 ERROR in sending SMS:

# GSM Mon May 30 09:57:29 2011 Send result : 0

# GSM Mon May 30 09:57:29 2011 SMS SMS sending failed

# 001 Mon May 30 09:57:53 2011 Alerting loop still running

# 001 Mon May 30 09:58:54 2011 Alerting loop still running

# 001 Mon May 30 09:59:55 2011 Alerting loop still running

# 001 Mon May 30 09:59:57 2011 processing alert ID 130672439638 for alert throug

h .SMTP.

# 001 Mon May 30 09:59:57 2011 processing alert ID 130672439638 for alert throug

h .SMS.

# 001 Mon May 30 09:59:57 2011 Sms Configuration: gsmmodem

# 001 Mon May 30 10:00:48 2011 processing alert ID 130672444892 for alert throug

h .SMS.

# 001 Mon May 30 10:00:48 2011 Sms Configuration: gsmmodem

# 001 Mon May 30 10:00:56 2011 Alerting loop still running

# 001 Mon May 30 10:01:57 2011 Alerting loop still running

# 001 Mon May 30 10:02:01 2011 processing alert ID 130672452143 for alert throug

h .SMS.

# 001 Mon May 30 10:02:01 2011 Sms Configuration: gsmmodem

# 001 Mon May 30 10:02:58 2011 Alerting loop still running

# 001 Mon May 30 10:03:18 2011 processing alert ID 130672459714 for alert throug

h .SMTP.

# 001 Mon May 30 10:03:18 2011 processing alert ID 130672459714 for alert throug

h .SMS.

# 001 Mon May 30 10:03:18 2011 Sms Configuration: gsmmodem

# 001 Mon May 30 10:03:59 2011 Alerting loop still running



--------------------------------------------------------------------



From above, we can see that some alerts are success, but another are failed. Currently we are using Premium Edition version 8.7.9.



Thanks.

It shows an error in sending:

# GSM Mon May 30 09:57:25 2011 Sending SMS to +628998970xxx

# MOD Mon May 30 09:57:29 2011 SMS reply: 0011000C912698897900090000AA814A2AF2D9

BA4A9D20198E8E0619D92E50153A05B540D0B4FBEC024DE9617A7D0ED2819E4B50980E6ABEDDA066

380F9AC140B09CAE76D3C96620192C167381A4E5F1DB5E9697C920B3FCDD06B1C3733AA82C97BFE5

3A50512E7FCB41ECB2BDCCD6816A20D0595E0ED3CB72101D1D7683622E→

ERROR

# MOD Mon May 30 09:57:29 2011 ERROR in sending SMS:

# GSM Mon May 30 09:57:29 2011 Send result : 0



This in an error reported back by the operator. Other messages were sent fine. Maybe a credit issue on the SIM card?

Does it means that alerts suppose to be sent by sms? Yes, sometimes, the messages were sent fine. But on the next couple hours, suddenly the problems occured again. I think credit is not an issue, we've checked before.



I was afraid that our services was not working well. I dont have any idea for this situation.



What is the meaning of "Alerting loop still running"? Is it because alert was not sent so the system tried to check the alert alert configuration?



Pls help us.. FYI, we also send an email to support team.

Which modem are you using, the Zoom or the Falcom modem?

we are using siemens modem. additional info, this error occured after we upgraded the monitoring software. thks.

The Siemens modem is not on the list of supported modems so support will not be able to assist you on this.



Alert loop still running means that the alerting module is still working fine.



It is either a modem issue or an issue with your operator.

oh I see.. thks.

I'll check whether the modem or operator is bringing this issue..



anyway, just want to ensure..

we are now using premium edition, could you please give us some information about the scopes of your support where you know that we are not using the supported modems?



thanks.

Falcom Samba or Zoom modems are supported

No, I mean scope of your support since you know that we are not using supported modems?



Since we are using premium edition and premium support for a year, we want to know which parts are can be supported, and which parts are not supported. If there are so many parts can not be supported, we'll consider to buy a new modem.



thks.

Hello,



We can support the software and the hardware that we sell. We can't support hardware that we haven't tested with the software (as we don't know what to expect or any issues that may exist with the hardware and software).

ok.. thanks for your big help.