Troubleshoot auto messaging errors

For administrators with advanced messaging, a premium feature available with the Remind plan! To learn more, please contact your Remind account manager or Remind support.

This resource covers what your next steps to take in case an auto message isn't sent or when some students or parents don't receive the message. By following the steps below, you can troubleshoot your auto messages to your community at any time.

  1. Why wasn't the auto message sent?

    Does the CSV file show up in the Uploaded files tab?
    If the file doesn't appear in the uploaded files list, there's likely an issue with your CSV export and/or SFTP setup. Remind doesn't have insight into these issues, so you'll need to investigate them in your SIS and/or FTP client.

    Was your CSV file successfully uploaded?
    All administrators at your organization will get an email notifying them if there's an auto message file error. Go to (Settings → Auto Messaging → Uploaded files) in your administrator dashboard to drill into the auto message file error.

    Auto message file errors:

    • No student_id column in the CSV: 
      Make sure the CSV has a student_id column.
    • Incorrect file format (file must be a CSV): 
      Make sure the sent file is in the CSV format.
    • CSV transferred between 12am and 7am EST: 
      Auto messages cannot be sent between 12am and 7am EST. Make sure all of your auto messages are scheduled after or before this period.

    Is the auto message active?
    Confirm your auto message state is “activein (Settings → Auto Messaging → Auto messages) in your administrator dashboard. If the state is “draft” or “inactive”, the auto messages will not be sent.

    Was the auto message sent out at the expected time?
    Visit the file uploads page to see whether the necessary CSV file was transferred at the expected time. You can go to the (Settings → Auto Messaging → Auto messages) to see a history of all sent auto messages.

  2. Why didn't some students or parents receive the message?

    Is the missing student's ID in the most recent uploaded CSV file?
    Confirm the student's student IDs were included in the CSV file transferred to Remind for this auto message.

    Are there any unidentified student IDs in the CSV?
    Open the message summary by clicking 'View details' next to the sent message. Unidentified student IDs appear in the 'Unidentified people' section of the message summary.

    Are there any missing parent connections (students without parents connected to them on Remind)?
    Open the message summary by clicking 'View details' next to the sent message. Missing parent connections appear in the 'Unidentified people' section of the message summary.

    Were there any delivery errors for the message?
    You can see whether the announcements you send are successfully delivered to all the people you send them to by checking the message summary. Learn more here.