Introduction
The process of establishing an SMPP session between the client side and the system owner differs from the process of establishing an SMPS session between the system owner and the vendor.
What to do if you notice an offline client channel?
Firstly, you need to make sure that the client PDU does not reach the Alaris system to install first the TCP session, and then the SMPP.
To do this, you need to capture the .pcap trace using the interface Start/Administration/Trace analyzer. There you need to enter the IP or hostname of the client in the "Hostname*:" field and select the desired start date and end date.
If you see that the client is sending TСP/SMPP packets to the system, but the channel is still offline, then you need to make sure:
- SYN packets are sent to right address + port from the client’s side
- SYN packets are sent from the address set in the SMS channels interface
Example
Traces received from the client:
SMS channel created in Alaris SMS Platform:
Trace analysis shows that the client is trying to establish the connection from 163.172.222.62 to 62.67.222.7 on port 2775 while Alaris SMS Platform is waiting for requests from 163.172.222.61 on port 2875. To accept packets from the client, it is needed either to replace the hostname in the SMS channel with 163.172.222.62 or ask the client to send requests from 163.172.222.61. Additionally, the client must send requests to port 2875.
2875 is the default port for SMPP connections; all incoming SMPP traffic should be sent to this port. The default SMPP port can be changed upon request by the Alaris technical support team. A change of the default SMPP port can be applied only System-wide, that is, the System will be listening to this port for all client SMPP connections.
What to do if the traces are empty?
If the traces are empty, this may mean that packets from the client side are not reaching the Alaris system.
In this case, you need to contact the client and ask them to provide traces. With traces from the client’s side it is possible to check why their packets do not reach the Alaris System.
The client provided a trace and it shows that the TCP/SMPP packets are going to the correct IP + port.
If the client has provided a trace which shows that the packets are sent to the correct IP + port, then you need to contact Alaris support to make sure whether the client's PDU actually reaches the system.
Important information
Also, you can find more information on troubleshooting channels in our User's Manual
SMPP connection troubleshooting
AKBSMS - Alaris Knowledge Base
Related Questions:
How to troubleshoot an "offline" client channel?
How to capture and check traces for a client channel?
What if the client channel traces are empty?
Link to this article: https://helpdesk.alarislabs.com/en/knowledge_base/article/237/category/131/