Message Sending or Receiving Failed

Message issues may involve the client connection, 'DuliRoute', 'DuliFront', network access, or server-side message services.

Common Symptoms

• Sent messages are not received.
• Multiple users cannot send or receive messages.
• Login and messages are both abnormal.

What to Check First

• Whether the client is online and not reconnecting repeatedly.
• Whether the issue affects one user, a group, or many users.
• Whether 'DuliRoute' and 'DuliFront' were recently restarted or changed.
• Whether server logs show timeout or exception errors.

Recommended Actions

1. Restart the client and test another conversation.
2. Confirm whether messages work for other users.
3. Ask operations to check 'DuliRoute' and 'DuliFront'.
4. Collect client and server logs if the issue continues.

Operations Focus

• If login or address retrieval also fails, check 'DuliRoute' first.
• If login succeeds but messages disconnect or reconnect, check 'DuliFront'.

When to Contact an Administrator or Operations Team

• The issue affects multiple users or the whole company.
• The fix requires restarting production services, replacing certificates, changing databases, changing file services, or updating License files.
• Provide the failure time, impact scope, screenshots, account information, client version, server address, and related logs when reporting the issue.

Related Links

• Unread Messages Are Shown but Cannot Be Found
• Get Client Logs
• Get Server Logs
• Required Server Maintenance Workflow