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  • 1.  IBM CIV Issue in SMS OTP

    Posted Tue July 30, 2019 07:43 AM
    ​Hello All,

    We are exploring CIV 2FA capabilities and have developed a client that is using CIV to provide second factor authentication. The client uses CIV APIs for Email/SMS/Verify Push. All authentication mechanisms are working perfectly fine except SMS OTP. The SMS OTP is not always received. Some of the times the correlation (4-digit prefix code) is generated but the OTP is never received on the SMS.

    What could cause this behavior? Has anyone else also experienced this with CIV?

    Best regards,

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    Jahanzaib Sarwar
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  • 2.  RE: IBM CIV Issue in SMS OTP

    Posted Tue July 30, 2019 05:19 PM
    Hi Jahanzaib

    The SMS issue described has been observed on occasion.  There can be many causes.  Sometimes it can be caused by an issue with the mobile carrier.  Are you able to share your tenant name and perhaps an example or two of the failing mobile phone numbers?

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    David MOORE
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  • 3.  RE: IBM CIV Issue in SMS OTP

    Posted Mon August 05, 2019 02:08 AM
    Hi David,

    Ok, but using a smart phone as an SMS gateway, I haven't encountered such issue, so I don't know whether it could be due to mobile carrier or not. Sure, the tenant name is js.ice.ibmcloud.com and the failing mobile number is +923345026062.

    Best regards,

    ------------------------------
    Jahanzaib Sarwar
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  • 4.  RE: IBM CIV Issue in SMS OTP

    Posted Wed August 07, 2019 09:11 PM
    Hi Jahanzaib

    We've been able to track down two instances of that phone number.  Both on the 29th July and both were reported as successfully delivered by our SMS provider.  We don't have the ability to track beyond that since this moves into the realm of the mobile phone number carrier.  The logs reported the phone number without the "+" prefix for the country code.  Was it sent to CI without the "+"?

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    David MOORE
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  • 5.  RE: IBM CIV Issue in SMS OTP

    Posted Sun August 11, 2019 09:35 AM
    Hi David,

    No, they were sent to CI with the country code prefix +​. The number is entered in the CIV user profile with the prefix and fetched from there by the client. I wonder why is it showing you without the prefix...

    I tried again just now with the following results:

    First attempt: SMS received
    Second attempt: SMS received
    Third attempt: SMS not received. The correlation (4-digit prefix) was: 5084 (screenshot attached, you can see the number with +)
    SMS OTP sent from my client displaying correlation

    Can you please check for this one as well that it got successfully delivered from your SMS service provider or not? I would really appreciate and then think about how to trace it further, and meanwhile try sending to other numbers to see if it is a carrier problem with this number specifically. We use this scenario with CIV in our ISAM demonstrations to clients that's why it has to be reliable, so trying to figure it out..

    Regards,

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    Jahanzaib Sarwar
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  • 6.  RE: IBM CIV Issue in SMS OTP

    Posted Mon August 12, 2019 05:05 PM
    Hi Jahanzaib

    We found the three records of SMS notification to mobile number +92 3345026062.  We are able to confirm delivery receipts the network providers in Pakistan but not to the handset.  In all cases, logs indicate successful delivery to the network provider.  There's not a great deal more we can do to trace this since it has been delivered to the mobile phone network provider.  Have you tried engaging with the network provider?

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    David MOORE
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  • 7.  RE: IBM CIV Issue in SMS OTP

    Posted Sat August 24, 2019 05:39 AM
    Hi David,

    Thanks for your help. That means there must be some issue from the network providers side here in Pakistan. Unfortunately, I am not able to engage the network provider. I will get back if some progress is made.

    Best regards,​

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    Jahanzaib Sarwar
    ------------------------------