Alert log error on SMS delivery: Notification undelivered; [30005] Unknown destination handset

Problem

A user is not receiving an xMatters notification via SMS. The alert log shows the following error message:

Unable to deliver notification on service provider with error: undelivered; [30005] Unknown destination handset.

Environment

All versions of xMatters

Resolution 

Based on conversations with our downstream aggregator, if a message you sent is not delivered to the end device and returns a 30005 error code, something happened between the handoff of the request, getting to the provider and ultimately getting to the handset. The request in and of itself was handed successfully to process.

The first step to troubleshooting this issue is to attempt to replicate the problems. Attempt to send another test message to this user such as a device validation or a quick message via the xMatters UI.

Check the user's phone number in xMatters and verify you are attempting to send messages to the correct phone number between the alert logs and the user's profile.

If you see similar results, continue troubleshooting with the following checklist:

• Is the destination device powered on?
• Does the device have sufficient signal? If not power the device off, wait 30 seconds, and then power it back up.
• Is the device connected to the home carrier's network? We cannot guarantee message delivery on devices roaming off-network.
• Can other devices using the same mobile carrier receive your messages?

If the issue persists and you have taken the above steps to attempt to resolve the issue with the carrier and end device, please open a Support Ticket so we can help investigate the issue further.