Unable to Receive SMS After Enabling SMS for Distribution of Security Codes in the VIP Manager and My VIP\Self-Service Portal

Products

• VIP Service

Issue/Introduction

After enabling SMS for distribution of security codes in the VIP Manager, VIP EG, and the Self-Service/My VIP Portal, users are unable to receive the SMS message.

Cause

The cause of this error could be for one or all of the following reasons.

1. The user store does not contain a phone number for the end user.
2. The phone number contained in the user store is not a valid, full phone number.
3. The SMS failed to send to the user.

Please note that the SMS for distribution of security codes is not enabled by default for all VIP accounts. It can be set in VIP Manager under Policies on the Components tab.

Resolution

Method 1

Make sure there is a phone number field in the LDAP user store. In the VIP EG settings, it is under the User Store tab by selecting the appropriate user store and going to Search Criteria. Verify that SMS is checked. Use the Test User feature to confirm the attribute can be fetched. 

Method 2

In LDAP, the phone number must be listed with country code and area code.  For example, if the end user’s phone number is in the United States and has an area code of 650, the phone number should be listed as 16505555555, where 1 is the country code for the United States.

Method 3

If Method 1 and 2 are confirmed, and the end user is still not receiving the SMS, refer to Symantec VIP users not receiving SMS (text) or Voice OTP security code messages