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Clarification on SNS Message Delivery Issues

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Dear AWS Support Team,

We are encountering issues with SNS message delivery, specifically receiving error messages such as:

"Unknown error attempting to reach phone" We seek your assistance in understanding and resolving these problems.

Questions and Clarifications: Cause of Delivery Issues:

Could you please clarify the reasons behind the error "Unknown error attempting to reach phone"? Are there any specific configurations, region-specific issues, or operational limitations causing this? Steps to Achieve 100% Delivery Success:

What steps can we take to ensure a 100% success rate for message delivery? Are there any best practices or additional configurations we should implement on our end?

VI DLT Integration Concerns:

We are currently using VI DLT for SMS compliance. Could there be compatibility or operational issues between AWS SNS and VI DLT? If this is a known issue, would switching to another DLT vendor improve reliability?

Telemarketer or DLT Issue:

Could the issue be related to the telemarketer or the DLT provider (VI DLT)? If this is a problem on the DLT side, would it be advisable to consider a backup DLT provider to improve message delivery reliability? Recommendations:

Do you recommend specific DLT vendors that are known to integrate seamlessly with AWS SNS? Are there logs or diagnostic tools we can use to analyze message delivery failures more effectively? Your assistance in resolving these issues is critical to ensuring reliable communication for our platform. Please let us know if you need further information or if we can provide additional logs or details to assist in your investigation.

Looking forward to your response.

Best regards, Jona

Topics
Application IntegrationFront-End Web & MobileInternet of Things (IoT)
Tags
Amazon Simple Notification Service (SNS)AWS End User Messaging
Language
English

asked 2 years ago224 views

1 Answer
0

Thank you for reaching out about the SNS message delivery issues you're experiencing. Let me address your concerns and provide some recommendations:

  1. Cause of Delivery Issues: The error "Unknown error attempting to reach phone" can occur due to various reasons, including carrier issues, network problems, or issues with the recipient's device. It's not always possible to pinpoint the exact cause, as it could be outside of AWS's control.

  2. Steps to Achieve 100% Delivery Success: While 100% delivery success is challenging to guarantee due to factors beyond AWS's control, you can improve your success rate by:

  • Ensuring proper phone number formatting
  • Monitoring and adjusting your sending rates to avoid throttling
  • Using CloudWatch logs to track delivery status and identify patterns in failures

  1. VI DLT Integration Concerns: There are no known widespread compatibility issues between AWS SNS and VI DLT. However, integration problems can occur with any DLT provider. If you're experiencing persistent issues, it may be worth exploring other DLT vendors.

  2. Telemarketer or DLT Issue: The issue could potentially be related to either the telemarketer or the DLT provider. To determine this, you should analyze your CloudWatch logs for patterns in failures. Using a backup DLT provider could indeed improve reliability by providing redundancy.

  3. Recommendations:

  • Enable and review Amazon CloudWatch Logs for your SMS messages to get more detailed information about delivery attempts and issues.
  • Consider testing with alternative DLT providers to compare performance.
  • Ensure your Sender ID is properly configured and approved for the countries you're sending to.
  • If sending to countries like India, make sure you're complying with specific requirements such as specifying Entity ID and Template ID.
  • If the issues persist, open a support case with AWS Premium Support, providing 3-5 recent SNS-SMS CloudWatch logs in text format for further investigation.

Remember that SMS delivery can be affected by various factors, including carrier policies and regional regulations. Continuous monitoring and adjusting your strategy based on performance data is key to improving delivery rates.

Sources
AWS SNS can not send SMS to mobile phone | AWS re:Post
Issue with Approved Sender ID Not Appearing in SMS Messages via Amazon SNS | AWS re:Post
SMS not being received by user even after a successful 'Message has been accepted by phone' | AWS re:Post
AWS SNS is sending weird SMS | AWS re:Post

answered 2 years ago

AWS
EXPERT

reviewed 2 years ago

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