verification code not sending to some people

[capmarvel]

We are using Nagios XI 5.7.5.

My team gets texts to our phone if servers are down...but another team that should does not. I'm able to send a verification key to myself or my coworker and we get it and we can verify our mobile text (sms). However, when we try to send verification codes to people on this other team, they never get the verification key. Note I use Verizon as does my coworker and we get the key. Another person also on Verizon does not get the key and someone on T-mobile does not get the key.

So, we know some of us can get verification keys...but need help figuring out why others do not get the keys.

Note this is our procedure:
Login as ourselves (we are administrators).
Go to Admin then Manage Users.
Pick the oncall group we want to update, Masquerade as that user.
Change notification settings - Notification Methods - Mobile Text. Put in new phone # and send verification key.

I just tried with another one in that group (they on Sprint) - and they got the code sent to them.

Where can we look to why some get the code and some do not get the code? Thanks!

[ssax]

Please go to Admin > Manage Email Settings:
- Make sure Logging is checked
- Click the Update Settings button

Then run this tail command as root (and leave it running):

Code: Select all

tail -Fn0 /var/log/maillog /usr/local/nagiosxi/tmp/phpmailer.log /usr/local/nagiosxi/var/eventman.log /var/log/httpd/error_log /var/log/httpd/ssl_error_log

Then masquerade as one of them that isn't receiving the verification code. After masquerading enter this in your address bar and hit enter to resend the verification code:
- Change YOURXISERVER

Code: Select all

http://YOURXISERVER/nagiosxi/account/notifymethods.php?sendkey=1

Then PM me the full output from the still running tail command after about 30 seconds have passed.

PM me a copy of your profile.zip as well, you can download it from Admin > System Profile by clicking the Download Profile button.

[capmarvel]

Looks like issue is only with T-Mobile users (and we only have 2 T-Mobile users).

[ssax]

If you need me to investigate further please send the previously requested information.