Troubleshooting

Start with RME Admin → Diagnostics, then work down this table.

Send failures

Symptom	Likely cause	Resolution
`DOMAIN_NOT_VERIFIED`	DNS records missing or not propagated	Re-check SPF/DKIM records; re-run Verify Domain after propagation
`UNAUTHORIZED` from provider	Expired or rotated API key	Update the External Credential principal
`You have uncommitted work pending`	Callout after DML in a trigger	Move the send into a Queueable or `sendAsync()`
`CIRCUIT_OPEN`	Provider error rate crossed threshold	Check provider status page; failover should have engaged
`TEMPLATE_NOT_FOUND`	Template inactive or wrong locale	Activate the version; confirm `Locale__c` resolution
`RATE_LIMITED`	Provider or org ceiling reached	Raise the limit or spread the send with scheduling
`QUIET_HOURS`	Request inside a restricted window	Use `DEFER` on the channel policy, or exempt the transactional category

Nothing is delivered but status is SENT

Confirm webhooks are registered with the provider and reaching the Site endpoint.
Check the Site guest user has access to the webhook Apex class.
Look for 401 responses in the provider's webhook activity log — a signature or secret mismatch.
Run a backfill for the affected window: RME_EventBackfill.run(provider, from, to).

Messages land in spam

Check	Target
SPF	Single record, includes the provider, ends in `-all`
DKIM	Signature aligns with the visible From domain
DMARC	Policy present and aligned
Reputation	Google Postmaster Tools, provider reputation dashboard
Content	Text-to-image ratio, link shorteners, spam-trigger phrasing
List quality	Bounce and complaint rates within thresholds

Merge fields render empty

The running user lacks field-level security on the field.
recordId context was not passed on the request.
The field path crosses a relationship that is null on the record.
Run RME_TemplateRenderer.preview() and inspect missingMergeFields.

Events arrive twice

Expected. Platform Events are at-least-once and providers retry. Make subscribers idempotent on Provider_Message_Id__c + Event_Type__c + Occurred_At__c.

SMS not received

Verify the number is valid E.164 and not on the suppression list.
Check 10DLC brand and campaign registration status for US traffic.
Confirm the recipient has not sent STOP.
Review carrier filtering feedback on the message record's Reason_Code__c.

Diagnostics

RME_Diagnostics.Result r = RME_Diagnostics.run();
for (String issue : r.issues) System.debug(issue);

Diagnostics validates credentials, domain status, webhook reachability, scheduled jobs, permission set assignments, and provider health.

Continue to Roadmap.

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Last updated 1 month ago