Welcome to our page about Logs
The logs show all traffic, whether it is SMS, email or fax. Both incoming and outgoing traffic are displayed.
It’s fine if you want to investigate a traffic type or take a closer look at a specific recipient or sender.
If you are logged in as an administrator, you will see all logs on the entire account, or on the part of the account that you administrate.
The log rows and their symbols
By default, each row represents a message you have made, click on a row to see more details.
If you have sent to individual recipients, it looks like this:
If you have sent a message to several at the same time, it looks like this:
To the far left is the person who sent the message, usually yourself. Administrators see several users logs in this view and therefore see the username here.
The next part is the recipient, either an address or a group. If it says “sms:” first, as above, it means that we sent the message as an SMS to the specified number.
If you received a message on a virtual number you rent from us, it might look like this. The sender is to the far left and your virtual number is on the right.
To the far right, the date and time for the transaction is shown.
All icons and what they mean as well as more info via the log row
The icons give you a quick overview of the status of your messages sent with an invitation to electronic signing and those that are protected with login. The pending report also appears as an icon on the far right.
If you click on the line for the transaction, more details are displayed and depending on the type of transaction, a few different things are displayed.
Common functions include to delete the entire job (transaction) or only parts of it.
If you click on the text after SMS_Reply, you will see all, and not just a preview.
If you click on one of the recipients, you will see the entire flow for this, here you can download that recipient’s signature. To download a collection file for the entire job (transaction), click on the download icon at the top left.
In the example below, the message was protected with a one-time code, you can see this because there are two rows with Delivered, the second shows the one-time code.
Filter, search and download the logs
By default, 100 lines are displayed at a time, open the filter to change “Limit” if you want to download more.
Filters the search on the following values:
Country code (country_code) – enter the country code without + in the box to the right.
Job ID (job_id) – requires that you have a job ID on the message in question, fill in the box to the right.
Conversation ID (conversation_id) – requires that you already know the conversation ID, fill in the box to the right.
Message command (msg_command) – is used to look for Start and Stop in the log, i.e. subscribe and unsubscribe to Mailing Lists.
Here you can select specific article types that you want to filter out. There is a wide range of options, here we highlight the most useful:
First – usually the default setting, it groups your jobs so that you get a better overview if you often send out to many at the same time
Article – the opposite of First, now you get to see every transaction detail in chronological order
Job Received – when you have sent a message to many at the same time it is called a job, here you can see all jobs
SMS / Fax Sent – SMS / fax you have sent
SMS Reply – received answers to SMS you have sent out with reply SMS as a setting
SMS / Fax Received – received SMS / fax via a virtual number or code word that you rent from us
Link SMS – shows all Link SMS you have sent out
Voice Call – shows all Voice SMS you have sent out
Logins – shows all logins made on the protected messages you have sent out
Signatures – find all completed signatures
Unsigned Msg – find all invitations to sign that is yet unsigned
Sign Msg – find everything that has to do with signing
Here you can filter by status, and for example find all messages waiting for a report.
Not sent – messages that have not yet received the status sent or failed
Blocked – messages that the system has stopped sending. It may be due to duplicate control, that the recipient is already blocked for mailing, invalid address etc.
Failed – messages where we tried to deliver but received an error message back
Pending – messages that have been sent and we are waiting for a delivery report
Scheduled – messages that are scheduled and waiting to be sent
Success – messages where we have received a report of successful delivery
Explanation of the different ID types
to: the recipient, number or address of the message (transaction).
id: this is the unique number that belongs to this particular log, feel free to give us this number if you want to report an error, it will be easy for us to find.
job_id: this is the unique number that this job got when it came to us. When you make a mailing and send it to us, we call it a “job”. If there is only one recipient in the job, job_id and id will be the same as in the picture. But if there are more recipients, there is a job_id and there has been a log degree for each recipient, and they have all received their own unique ID.
conversation_id: if the recipient has responded to a message from you, a unique number is also created for that particular conversation. If you click here, you will see all the logs that belong to that conversation.
customer_id: this is your customer number, also this is good to give us in case of a fault report
user_id: this is the user with us who owns the job, usually it is you. Administrators can see multiple people’s logs at once, so here they can see who sent a message.
Monitoring and error search
If it is important to know if your messages have arrived or not, you can turn on delivery receipts under Settings in your Toolbox, where you can choose to receive emails with the status of your messages. You can also keep track of the logs, we mark in green when your message is delivery reported.
If a message does not arrive, you can start with the following:
If an SMS has not been delivered
First, check if the number is correct, has a subscriber and has contact with the network:
- Can you call the number, are the signals progressing?
- Can you send an SMS with your regular mobile to the number?
If it is active but still can not receive SMS / MMS, the mobile phone may have lost registration with the operator’s network and the following action may solve the problem, we call it SIM-card-dance:
You need two mobiles for this:
- Turn off the first cell phone
- Remove the SIM-card
- Insert the SIM-card in the other mobile phone and start it
- Switch off the other mobile phone and remove the SIM-card
- Insert the SIM-card in the first mobile phone again and start it, it should now be re-registered in the network.
If you do not have access to two mobile phones, it may sometimes be sufficient to simply switch off the mobile phone, remove the SIM-card, replace the SIM card and restart the phone.
If this does not help, but the number is valid, contact us!
If an email has not been delivered
- Double check that you wrote the correct address
- If the log is green with us: Ask the recipient to check in their spam filter or junk emails, senders by email from our system have the domain @ebox.nu
- If the log is red with us, check further for error codes below
If a fax has not been delivered
First, check if the number is correct, has a subscriber and has contact with the network.
- Can you call the number, are the signals progressing?
- Do you hear a fax tone when you dial the number?
If Yes, contact us and let us know as this is important information in our further error search.
Error codes and their meaning
When you receive error messages such as:
Auto Blocked Recipient
there is almost always something wrong with the number.
If the number is valid, we should be able to deliver your message.
Sometimes there may be changes in local rules, especially regarding SMS, and we may be required to make some adjustments. Contact us as soon as possible, most operators only save their logs for a few days
Duplicate message, the message has been blocked by TellusTalk’s loop control. You have sent identical messages to the same recipient within 2 minutes (SMS) or 5 minutes (Fax).
Auto Blocked Recipient, messages have continuously failed to this recipient in the past. Every time you send messages to a mobile operator, they charge full price, even if the message cannot be delivered. If a fax does not arrive, it may be because there is no fax at the other end, but a person who is unnecessarily disturbed. This automatic blocking feature is a service we provide so that you do not have to pay full price for messages that can not be delivered and so as not to disturb. The block prevents new messages from being sent over an increasing period of time each time a message fails. These are the time criteria: 4 h, 8 h, 16, 32 .. up to a maximum of 2 weeks, then the block is reset automatically.
These error messages are often temporary errors or errors that can be fixed with our help
Always start by checking that the number is correct and active. Then contact us and we will solve it.
Unknown number (the number is not active or not found by the operator)
Failed delivery (fax)
Local hardware error – almost always means that there is no fax machine at the other end, can also mean that someone answered in an unexpected way at the other end
Error in selection Number (II) – almost always means that there is no fax machine at the other end, can also mean that someone answered in an unexpected way at the other end
Internal image conversion error – may be an error converting the document, please contact us
Document conversion failed – may be an error converting the document, please contact us
If there is a file called winmail.dat attached to the email to us, it can cause problems. This is something that should only be used between Microsoft email servers, if this file is also sent to our mail server, it is a setting that must be changed in the sending email server.
Failed delivery (error in the mobile according to the mobile operator)
txtHANDSET_MEMORY_FULL Solution – Contact the receiver, the inbox may be full.
Subscriber Error:submit_sm or submit_multi failed
Operator Expired – the operator has tried to send and deliver the message until the maximum validity period has been reached.
Failed delivery (possible technical error with the mobile operator)
txtSMSC_FAILURE (SMSC error in the network)
txtOTHER_ERROR (unspecified error)
Validity Period SMS
Mobile operators can sometimes try retransmission for up to 72 hours before sending us a report. They call this “Validity Period”.
If you need the report earlier, you can shorten the validity period and terminate the message if it has not arrived at once. Let us know and we will fix it to all destinations that allow a shortened validity period.
Handling of delivery reports
Operators report back to us in slightly different ways, some more clearly than others. We automatically send this report back to our customers and then the customer must decide for themselves which routines need to be set up for monitoring them.
We have no opportunity to determine which messages are critical and correctly addressed, and which have been sent out as mass mailings to hundreds of unknown numbers. This is the reason why we can not report every failed delivery to the operators. Our customers are the only ones who have this information and that is why you need to monitor your delivery reports.
To ensure delivery, we provide automatic redirection between different suppliers.
If one supplier has a problem, another is automatically selected.
Once the message is delivered to the network, we can no longer influence it.
If you want an early warning, you can set it so that you also receive a “preliminary report”, then you will find out if our first transmission attempt failed, so you can keep an extra eye on that particular message. Let us know, and we will help.
This is an overview of your signing job. You can see who has signed and who has not.
You can also sign yourself, invite multiple recipients and make other changes.
Download signatures, you can download single signatures or a collected file with everyone's signatures.
Invite more participants by clicking and entering the recipient's mobile number or email address.
Make the desired settings and add an extra message if you want and click Invite a new signee and the invitation will be sent.
Different signing options
There are several different signing options to choose from, click on the arrow to bring them up. If you choose an eID, you can also choose to hide the personal ID in the signed file if the person signing does not want the personal ID to be visible in clear text in the document.
Hide personal ID
If you have chosen to sign with BankID or another eID, you can let the personal ID be hidden in the signed file.
We then replace the personal ID with a hash value that can be used to verify the signature in the future if necessary. This is useful if the signer does not want their personal ID to be visible in clear text in the signed document.
Set a signature order
In Individual settings, you can set a signature order. The invitation to sign is sent to person number two only when person one has signed, and so on.
One or more people can have order "1", and only when everyone in order "1" has signed, the invitation sent out to those who have order "2" and so on.