User Guide

Troubleshooting App Problems

Last Updated: Nov 17, 2017 06:26PM PST

Sometimes, your Android phone might not work as it should. When this happens, Telerivet often sends you an email with guidance to help you fix the problem. Here are the most common things that go wrong, and how to fix them:

No messages are being sent/received on Telerivet

This typically means that your Android phone does not have internet access, is powered off, or the Telerivet Gateway app is disabled. If your phone is using mobile data for its internet connection, it may not have internet access because it does not have sufficient credit with your mobile network.

To check if your phone has internet access at all, open the Browser or Web app on your Android phone and try to open any website.

To check if your phone has access to Telerivet.com, open the Telerivet Gateway app on your Android phone and click the refresh button.

To improve the reliability of your internet connection, keep the phone stationary in a location with good connectivity, and keep it plugged in to electricity. We encourage you to set up both Wi-Fi and mobile data so that the Telerivet Gateway app will continue working if one of the two networks is down.

Errors sending any messages (but receiving messages works)

One of the most common errors encountered using the Telerivet Gateway app is the "generic failure" while sending messages.

This usually means that your Android phone does not have sufficient credit with your mobile network. Make sure that your Android phone has enough credit to send SMS messages and try again. (Telerivet account credit is completely different from Android phone credit, so it doesn't matter how much you have in your Telerivet account.)

Another common cause of the "generic failure" is that the mobile network doesn't understand the format of the phone number you're sending messages to. For example, when sending messages in international format (with the country code), some mobile networks require the recipient phone number to start with a "+". If you try to send messages to a phone number like 910123456789, you may get a "generic failure", while sending messages to +910123456789 might work.

You might get a "no service" error when sending messages if your cellular signal is not strong enough.

If you are using a dual SIM phone, you might also receive "generic failure", "no service", or "radio off" errors when sending messages if the primary SIM is out of credit (or the primary SIM slot is empty), even if the secondary SIM is working. The Telerivet Gateway app always sends SMS messages from the primary SIM, so you may need to switch which SIM is the primary one.

If you receive a "generic failure" while sending messages, check your phone's incoming messages. Often the mobile network will send you an SMS explaining the reason why your phone was unable to send the SMS.

To debug problems sending messages, try sending messages with the Android phone's standard Messaging app, without using Telerivet. If sending messages fails from the Messaging app, then you can be sure that the problem is unrelated to Telerivet itself, and you can fix the problem the same way you would with any mobile phone.

Occasional errors when sending messages

It is normal for the Android phone to encounter occasional errors when sending messages, especially when sending a lot of messages at once. The Telerivet Gateway app expects this, and automatically retries sending messages up to five times, with increasing delays between messages to avoid overloading your mobile network.

Problems sending a lot of messages at once

By default, Android limits apps to only sending 100 SMS messages per hour (on older versions of Android) or 30 SMS messages per 30 minutes (on newer versions of Android). If an app goes over this limit, Android will stop the app from sending messages until the user confirms that they really want to send more messages. The Telerivet Gateway app keeps track of its rate of SMS messages in order to avoid going over this limit. However, occasionally Telerivet Gateway's count may become incorrect, which can cause Android to display a prompt like "A large number of SMS is being sent. Click OK to continue or cancel to stop".

To avoid this limit, install SMS Expansion Packs. There are 29 SMS Expansion Packs, each allowing Telerivet to send an additional 100 SMS messages per hour (on older versions of Android) or 30 SMS messages per 30 minutes (on newer versions of Android). With all expansion packs installed, your Android phone will be able to send up to 1800 SMS messages per hour, subject to limitations of your Android phone's hardware and the mobile network. To install expansion packs, open the Telerivet Android app, then click Increase SMS Rate Limit. For more information, see Increasing Sending Rate Limit.

No messages are being received (but sending messages works)

Another SMS app on your Android phone may be preventing Telerivet from detecting when your phone receives SMS messages. In particular, "Handcent SMS" in particular is known to prevent Telerivet Gateway from receiving incoming SMS messages. Disable or uninstall Handcent SMS and any other non-standard SMS apps on your Android phone.

Telerivet Gateway app crashes

This isn't supposed to happen, but if it does, and you downloaded the Telerivet Gateway app from Google Play, click the Report button to send us a crash report, and also send us an email at info@telerivet.com to tell us about it.

If there isn't a Report button when the app crashes, install the app from Google Play and send us a crash report the next time.



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