Please submit any feedback or suggestions for this document to the OKC IR Clinic team. This document gives your basic trouble shooting steps for text messaging issues. Additional information may be found in the following KMS documents:
Text Messaging Troubleshooting Matrix
Receiving Garbled Messages from Other Users (CDMA) - Troubleshooting |Technical Support
Metcalf Intercarrier Messaging Tool Overview |Technical Support
BMG Tool Overview (CDMA)
Block All SMS Text Messages (CSM)
Opt-Out of Premium SMS Messages
Domestic and 1+ Supported Carrier Listing
Receiving Duplicate Text Messages (CDMA) | Technical Support
Block - Unblock - Allow Text Message from Phone by Short Code 9999
SMS Text Message Errors Received from 9230 Grid (CDMA)
International SMS Text Messaging
Mobile Alerts Overview
Cannot Send or Receive Trouble Shooting Steps
These are the basic troubleshooting steps, and do not have to be taken in order listed. Not all steps may need to be taken if any others resolved the issue.
MDN must be found in BMG to use SMS. If you get MDN not found, add CBR2SMST in CSM, save, remove CBR2SMST, and then save. Watch Switch Control and Service Pro for the transaction to complete. (DO NOT FORCE CLOSE the LDAP 32 error if occurs, the error will close in 2-4 hours.) Search the BMG by MDN again. Once found in BMG then retest SMS.
Customer with SMS Allow MO Messaging NO or SMS Allow MT Messaging NO in BMG. Please look for any block SOC codes. Remove if needed. If no blocks found please add CBR2SMST, save, remove CBR2SMST, and then save. Watch Switch Control and Service Pro for the transaction to complete. (DO NOT FORCE CLOSE the LDAP 32 error if occurs, the error will close in 2-4 hours.) Search the BMG by MDN again to verify it updated to SMS Allow MO Messaging YES or SMS Allow MT Messaging YES then retest SMS.
MDN that shows HOTLINED YES will not be able to use SMS. This is a legitimate hotline or “ghost” hotline issue in BMG. First look for ANY HOTLINE SOC codes in CSM. Remove them if you should. If no HOTLINE SOC codes are found, add the HUHL soc, save, remove HUHL, and then save. Watch Switch Control and Service Pro for the transaction to complete. Once BMG shows HOTLINED NO then retest SMS.
This is BAD provisioning. This is GOOD provisioning.
Do not create CTMS tickets if customer is not provisioned correctly. THE MOST COMMON REASON for customer who cannot receive from ANYONE is BLOCK ALL is turned ON in BMG under USER SETTINGS. The BMG login is NTC and the password is SPRINT.
CDMA customer in the Nextel BMG
CDMA customer’s have been found in the Nextel Messaging system and loaded in NETi as MMS2. If you get any SMS issue where the customer is experiencing difficulties sending or receiving with Nextel subscribers, remove CDMA customer from the Nextel BMG.
Log into NETi
Select transaction-mms2 query by PTN
Enter the PTN and click submit
If you get success: proceed to step 2
If you get operation error - subscriber not found: continue with normal troubleshooting – they are not in the Nextel BMG
2. Select device-mms2
Select transaction-mms2 delete subscriber
Enter the ptn and click submit
You will get a pop up “operation cannot be undone. Are you sure?” click ok
You should get success
Verify they were deleted by performing step 1 again.
If you delete a subscriber that should be in the MMS2 for an IDEN device, a REFRESH DEVICE for MMS2 should resolve the issue. Remember that for IDEN>> a device refresh is a remove and add of that network element you refresh.
If you find a Nextel customer in the Sprint BMG please do a CTMS ticket as explained in step 13 above.
Block / Allow / Report Spam from Handset
Customers can now block sender, allow sender, or report SPAM from sender on their handset. The subscriber sends a text message to short code 9999 that contains a command to block, allow, or list sender addresses.
Common Short Codes- If short code is not listed below please check BMG help option for more short codes
Unknown – If a SMS is sent from the front page www.sprint.com, the sender will be listed as UNKNOWN even if they list a callback number.
333 – MMS Picture Mail
3344 – When sending Picture Mail to another supported domestic carrier, customers will get a SMS explaining the picture may not be delivered due to file size (unless blocked in PMG)
6245 – Email to text (ex. Email sent to MDN@messaging.sprintpcs.com)
8888 –IOTA. This is a whisper the customer should never see. If a customer sees this ON THE CORRECT HANDSET, ##RTN the phone
9016 – Voice SMS or Visual Voicemail. If an ESN is swapped from a Voice SMS enabled phone to a non-voice SMS enabled or from and Instinct to another device.
9017 – Notification from Sprint. Usually the message is “SprintFreeMsg: Your call tone has expired. For more information….”
9055 – This is a text alert for Shortmail.
9099 – ASL notifications. These are informational message for the customer
9099 – If a customer logs on at www.sprint.com, and sends a SMS from the My Sprint Page or from My Online Tools
9103 – ozsms – This is an instant messenger application (Yahoo, AOL or MSN) telling the customer the received and instant message.
9114 –Sprint Mobile Email. Have the customer setup their Sprint mobile Email on the phone or delete the customer from the SMEW TOOL ( see IR Clinic Document Mobile Email.)
9203 – Systems message from Sprint – error details 2112 or 2113 if recipient is not provisioned.
9230 – When texting is rejected on our BMG, it says "The customer you are trying to text is temporality out of service” as a response.
9471 – OMA DM – These should be invisible to the device unless the provisioning has gone wrong.
9485 – Core Mobility whisper for Mobile Sync device.
83960 – This is a download link from Handmark. It can be to download On Demand / Pocket Express OR to download purchase on a Windows device or Blackberry (like a ringer).
83960 – If a PDA is not getting the download SMS for premium content, verify there is NOT a BLOCK ALL in PMG.
44550 – Sprint Alerts – Customer can customize these from Content Manager > Messaging > Mobile Alerts (see SPRINT MOBILE ALERTS section below)
22331 – This is content from Mobile Alerts (Like CNN News Headlines)
Garbled SMS from 9016, 9114, or 9485
A customer that previously had a Visual Voicemail, Voice SMS, Mobile Sync or Sprint Mobile Email capable device and the previous device was not returned to the original factory settings after the ESN change, the new device may receive garbled or unrelated text messages from these short codes. When the previous device is powered on it may attempt to configure the PTN/NAI and ESN for the “old” capabilities. Since the “new” device is unable to utilize these services because it is a non-capable device, the customers may receive these text messages as garbled or spam messages.
If the customer does not have the old device then we can change the customers NAI which will create a change that will no longer link the old device with the new device.
Error 97 - SMS Origination Denied
Perform basic troubleshooting steps above.
Opt out of Sprint Marketing and Educational Alerts
To opt out for a customer, go to http://sprint.enpocket.com/web/tools/optout/login.php and login: sprint with password: sprint. Enter the customers MDN and follow the prompts.
Sprint customers are able to send and receive international SMS to supported countries. Please note that not all countries and carriers are supported.
If the messages do show up in the Metcalf tool as “outgoing” without any errors, then the customer needs to be referred to the far side carrier for them to remedy the issue. Sometimes unsupported international will have traffic, but we cannot troubleshoot beyond basic SMS troubleshooting if stops working.
Verify the digit format needed in supported list. We will need recent attempts either sent or received. Same rule applies for international as domestic. Verify one way messaging was found. Make sure customer is trying to send to someone they cannot receive from and visa versa. Provide MDNs, carriers, and time/date stamps in notes. This short template can help but these questions are asked in the CTMS ticket. All examples need to be within a 48-72hr time frame.
Supported Carrier: Y or N
2 Recent Message Samples from Metcalf:
Short mail is text messaging for different devices. This service will be discontinued in the near future.
Short mail requires web access and a customer must be able to get into the vision site in order to go to messaging and view their messages or to send their messages.
Customers can purchase these text message alerts via the mobile phone or the internet. Customers can opt out by replying “STOP” to THAT short code.
Please remember a refund request in the PMG refund does not refund the customer.
Premium Content for Windows Mobile and Blackberry
If the customer is not receiving the text message sent by the Digital Lounge to complete the purchase transaction (ringer or screen saver), verify there is not a block in the PMG. The Short Message Service (SMS) is sent through the Premium Messaging Gateway (PMG) code 83960.
In BMG Advanced tab: (login is NTC, password is SPRINT), check the User Settings. They should have ACCEPT ALL OR they should have “block all EXCEPT” and enter 83960 in the accept list.
A message is considered delayed if it takes more than 30 minutes to receive.
If customer has received fewer than three duplicate messages, advise them that no additional action is required. If the customer has received three or more duplicate messages, then follow these steps.
When a customer receives a text message and they cannot read OR they state they are sending out garbled SMS to everyone. It shows up as letters or symbols and cannot be legibly interpreted.
One Way Text Messages
These types of messages are originated from a place that does not allow for our Sprint customer to reply. Sprint.com (anonymous) text messages, TAP (usually generated in mass via a computerized system) and Sprint mobile numbers sent via an email type address like email@example.com and the majority of alerts are specific types of one-way text messages. These messages are difficult to block unless you block all text messages and add in only MDN’s allowed to text the customer.
Whitelisting / Blacklisting
When customer’s call Care in regards to the shutdown of our old CDMA gateway (whitelisting or
blacklisting issues), the specialist is to ask the customer to have the “service provider”
(the one sending the emails that cannot be received) send an inquiry to
EnterpriseMessagingGateway@sprint.com for information on how to obtain access to the new
That group will take it from there. They will send the appropriate request documents to the
customer or the service provider, get them provisioned when the necessary documents have been
received back, and provide assistance with getting their systems configured (with help from
our vendor and/or the SE if necessary)
Tickets for this issue should reference the information we provided the customer and or the
service provider and then they should be closed.
This is NOT an educate and close contact. We must speak with the customer to provide the
In CSM plan changes, under Call Restrictions you can elect to block messaging in several different manners for our customers, once the plan code is added, customers will not receive standard or premium SMS text messages on their phone.
Some things CANNOT BE BLOCKED, they must be unsubscribed. When in doubt, have the customer read to you the context of the unsolicited SMS. Sometimes the resolution is found in the message. Example: “if you wish to no longer get these messages, please contact www.limbo.com to unsubscribe.”
To confirm they are receiving TEXT SPAM, and not PICTURE MAIL SPAM, review the entries in BMG. If the entries show 333 or the whole email addresses then you may want to check the Picture Mail tool in an effort to determine if the issue is indeed SMS or if it is Picture Mail. Normally the email address does not show up in the BMG when a customer is receiving SPAM SMS, it will show 6245 which is a text generated by an email address, so this will help with determining what steps to take. The short code 6245 can be blocked in the BMG under user settings tab, however you must educate our customer that when we do this it will block “all” email based SMS from reaching their device.
Anonymous Text Messages
The most likely anonymous text message a customer will receive is from our Sprint.com website. This option allows anyone to send a text message to one of our mobile customers. These messages cannot be traced or tracked to find the location of where a message was originated. If the customer is experiencing an issue with anonymous text, you should block all messages via BMG and add only those numbers that the customer would like to receive text from. This is the only current way to prevent these types of messages.
Third Party Messaging
Yahoo Mobile alerts – Yahoo alerts will have to be unsubscribed by accessing http://alerts.yahoo.com and sign in with their yahoo id.
AOL Mobile alerts – AOL alerts can be cancelled thru this website: http://aolmobile.aol.com/portal/blockim2SMS.do
MSN Mobile alerts – MSN alerts can be cancelled thru this website: https://login.live.com/ppsecure/secure.srf?lc=1033&id=24293&ru=https%3a%2f%2fadmin.mobile.msn.com%2fDefault.aspx&tw=1800&fs=1&kv=3&ct=1152823941&cb=&ns=MSN.com&seclog=10&ver=2.1.6000.1&rn=8F40CUmA&tpf=7d0c8e8925a932eed827be7efac61832
The login is: firstname.lastname@example.org The PW is: Sprint01 Click on the “User Management” link and then use the drop down on the Search By field and drop to Device address. The device address that you will enter is the customer’s email@example.com
Sprint Mobile Alerts
These types of text messages can be free of charge or have some charge associated with them. Customers can register and maintain these alerts two ways:
Click Go on the embedded URL.
The designated short code for this type of message is 44550. If customer no longer wants Mobile Alerts, they can change Sprint Mobile Alerts through handset, opt out by replying STOP or agents can opt out/ block in the PMG.
If a customer cannot receive Sprint Mobile Alerts, check in the BMG Advanced tab: (login is NTC, password is SPRINT), under the User Settings. They should have ACCEPT ALL OR they should have “block all EXCEPT” and enter the short code from the PMG (44550, 22331, etc.) in the accept list.
Provision time for New Activation or after Porting for Inter-carrier SMS
When a customer ports a number in to Sprint it can take up to 72 hours for the Metcalf Intercarrier SMS to provision. Verify Metcalf Intercarrier info is correct (BOTH carriers by MDN) – If not, your RMT can call Verisign to correct them.
MDN’s Ported Out
Customers who have ported out from Sprint may still have BMG entries for INBOX / OUTBOX / PROVISIONING INFORMATION and this causes these messages to fail because in all actuality they are “no longer” Sprint (BMG) customers. The only way to get these numbers removed out of the Sprint Messaging system is by opening a CTMS ticket under the Sprint MDN reporting a NON-Sprint customer found in BMG.
Text to Landline delivered in Spanish
Entries may mislead the language recognition and Spanish may be chosen instead of English for the delivery. Please educate customers to try and avoid using incomplete words or a combination of letters which are found in the Spanish alphabet such as: LL – CH – and so on.
Text sent from phonebook not going to MDN selected
Text to someone in their phone book it is also going to another party that they did not select and often-times do not even have in their phone book. The messages are going to unknowns and the customer is finding this out when they receive a response text normally stating “who is this?” Or “I think you have the wrong person” and sometimes even “stop texting me”
Specific information is needed when opening these tickets.
Please Include Template in CTMS Ticket
Voice SMS Issues
Time Stamp Issues
There are certain areas of the country that have ongoing timestamp issues with SMS, and this issue will NOT be remedied. This is due to the switch the specific customers are zoned off of. Most of the time it is a switch that is homed in an area where 2 time zones exist, and therefore the issue appears. Each switch can only be configured for 1 time zone. If the switch supports 2 time zones, then we have to choose and often time it is the “other” time zone, if the customer is calling in about it. This is just some info so that we do not send up any tickets on this issue since the initial “daylight savings time, spring forward time change” has passed and all the switches have been updated to the current time.
PDA Cannot Send
Customer will state no error message and you will not see anything going OUT through BMG OUTBOX. This is failing on a device level.
BLACKBERRY if cannot receive SMS, go to options>security options>firewall> disable and verify the SMS field is not checked.
Common Known Issues
Always refer to the Customer Equipment / SEBU page for specific make/model issues. We can not list all device known issue related to SMS, here are a few of the more common issues seen on a regular bases.
Last edited 07/31/09