Troubleshooting Communication Gateway Setup in openSIS

Troubleshooting Communication Gateway Setup in openSIS

Overview

Communication gateway setup issues in openSIS may prevent institutions from sending:

  • System-generated emails
  • SMS notifications
  • WhatsApp messages
  • System communication alerts

This article helps administrators identify and resolve common communication configuration problems related to:

  • SMS setup
  • WhatsApp integration
  • Twilio Gateway configuration
  • Credential validation
  • Sender number verification

Accessing Communication Settings

To review communication configuration:

Notes
Settings > School Settings > Default Communication Settings

Administrators can verify settings under:

  • Email Server tab
  • SMS tab
  • WhatsApp tab 

Common Communication Issues

Institutions may experience issues such as:

  • SMS not sending
  • WhatsApp messages failing
  • Authentication errors
  • Invalid credentials
  • Sender number issues
  • Delivery failures

Most communication problems are related to provider-side configuration or invalid gateway credentials.

Verify Account SID and Auth Token

Incorrect credentials are one of the most common causes of communication failures.

Administrators should verify:

  • Account SID
  • Auth Token

directly from the communication provider dashboard.

Common Issues

  • Incorrect copy-paste values
  • Expired credentials
  • Extra spaces in fields
  • Using credentials from the wrong provider account

Verify Sender Numbers

SMS and WhatsApp sender numbers must usually be:

  • Registered
  • Active
  • Verified

through the communication provider.

Unverified sender numbers may prevent message delivery.

Verify WhatsApp Approval Status

For WhatsApp communication, providers such as Twilio may require:

  • Business verification
  • WhatsApp sender approval
  • Active WhatsApp messaging permissions

Incomplete approval processes may block WhatsApp communication.

Check Test Number Configuration

Ensure that:

  • The test number is entered correctly
  • Country codes are included properly
  • The recipient device can receive SMS or WhatsApp messages

Example format:
+12134493018

Verify Provider Account Status

Communication services may fail if:

  • The provider account is inactive
  • Billing restrictions exist
  • Messaging services are disabled
  • Trial account limitations apply

Administrators should review provider account status directly through the provider dashboard.

Check Internet Connectivity and Server Access

Communication requests require:

  • Stable internet connectivity
  • Active server communication access
  • Proper outbound API connectivity

Firewall or server restrictions may interrupt communication delivery.

Verify Gateway Selection

Ensure that the correct provider is selected under:

  • SMS configuration
  • WhatsApp configuration

Using mismatched credentials with the wrong provider may cause authentication failures.

Recommended Troubleshooting Steps

If communication fails:

  1. Verify Account SID and Auth Token
  2. Confirm sender number verification
  3. Review provider account permissions
  4. Check WhatsApp approval status
  5. Validate test number formatting
  6. Re-save communication settings
  7. Retry communication testing

When to Contact Support

If communication issues continue after verification:

  • Review provider documentation
  • Contact provider support
  • Reach out to the openSIS support team

The Communication Settings screen also provides:

  • Setup guide links
  • Support email information
  • Additional communication resources

Best Practices

  • Use verified sender numbers only.
  • Store communication credentials securely.
  • Test communication settings before production use.
  • Monitor provider account status regularly.
  • Update expired or rotated credentials immediately.