This knowledgebase article discusses some common problems (and fixes) for SMS
The following are potential causes for an SMS to not be sent by Capable 21C:
- A disconnected internet connection.
- An incorrectly configured SMS Messaging Account.
- Insufficient SMS Credits
- No mobile phone number on the patient/client file
The following are potential causes why an SMS might be sent OK, but not received
on the target mobile phone:
- The phone is turned off or outside radio range.
- The phone has been disconnected or temporarily disabled by its service provider.
- The SMS Messaging Account is configured incorrectly (eg sent the SMS Message to
the right phone number, but the wrong country).
- The mobile phone number recorded for the patient/client is incorrect.
- The mobile phone has a phone number that was ported from Hutchinson (3) to
Telstra and the Sender ID configured within Capable 21C includes alpha
Ensure internet connection is active
The easiest way to check the internet connection is to open an Internet Explorer
window, and navigate to a popular website (eg www.capablesoftware.com.au).
It is important to perform this step on the PC that is attempting to transmit
the SMS Messages.
Configure SMS Messaging correctly
Refer to KB-Setup SMS Messaging for details.
To check how many credits are available, go to Setup|Setup SMS Messaging and
click the Credits button. Note that this feature only works when using a
Capable Software or Capable Software (New) account.
Check the mobile phone number on the patient/client file
Go to Patient/Client Details for the person, and check the mobile phone number.
A good test is to make a note of the mobile phone number displayed, and then
change the patient/client mobile phone number to one belonging to a person
within the office. Then send the message again to see if it is received.
Don't forget to change the mobile phone number back to the correct number.
The phone is turned off or outside radio range
Different mobile phone carriers will retain the message for different amounts of
time. It varies from 24 hours through to over a week. The carrier
will attempt to retransmit the message until the time limit expires, and then
the carrier will abandon the message.
The phone is disconnected or disabled
Try dialling the phone using a regular phone to test it.
Hutchinson (3) to Telstra porting
'Mobile phone porting' is a term that refers to the practice of keeping the same
mobile phone number when you switch to a different phone company. Whilst
most mobile phone number porting works seamlessly, some phone companies do not
support the complete set of features for SMS Messaging. Unfortunately,
this is a limitation imposed by the mobile phone companies, and is outside the
control of Capable Software Pty Ltd.
If a patient/client has ported a phone number from Hutchinson (3G) to Telstra,
and the Sender ID includes alpha characters, the SMS will not reach the mobile
To resolve this problem, advise the client that they cannot receive SMS messages,
or change the Sender ID so that it is numeric only.
The SMS Audit Log feature (accessible via Setup|Setup SMS Messaging) will note if
any particular errors occurred during the transmission attempt. Also, the
Track Unsent SMSes feature (accessible via the Action Other Tasks button on the
To Do List) will help to track SMSes that were declined or could not be