InTouch SMS not working

[Sheridan]

Apparently out users are saying the SMS sending in SIMS InTouch isn't working anymore - I'm not sure how long this has been going on but nothing has been changed on the server (apart from routine patching in months)

 

The Test server connection works fine, but when I try to send a test SMS to any number it shows 'Test SMS sent' and  nothing arrives

 

There is an error logged that seems to coincide with the sending - I don't have access to parentpay support so I'm hoping someone here has seen this before?

 

2026-05-22 08:21:34,572 [57] ERROR SimsService.Log4Net.Log4NetLogger -   <School> Https SIMS Encountered an error from request to ActivationService: GetSchoolActivationModel
System.ServiceModel.Security.MessageSecurityException: An unsecured or incorrectly secured fault was received from the other party. See the inner FaultException for the fault code and detail. ---> System.ServiceModel.FaultException: At least one security token in the message could not be validated.
   --- End of inner exception stack trace ---

 

In SSM the InTouch logs seem blank apart from the Synchronisation Poller which logs this:

 

Exception rethrown at [0]:
at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)
at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
at Sims.Communications.SynchronisationPoller.MessageService.IMessageService.GetMessageStatusUpdatesToSynchronise(MessagesToSynchroniseRequestDto messagesToSynchroniseRequest)
at Sims.Communications.SynchronisationPoller.Processes.MessageStatusUpdatePoller.Execute()
at Sims.Communications.SynchronisationPoller.Processes.BaseMessagePoller.Start()
2026-05-22 08:15:26 ERROR [82] - Error processing Full Inbound message poller for  <School>
System.ServiceModel.ServerTooBusyException: The HTTP service located at http://<simsserver>:50001/InTouch/RoutingService/Integrated is unavailable. This could be because the service is too busy or because no endpoint was found listening at the specified address. Please ensure that the address is correct and try accessing the service again later. ---> System.Net.WebException: The remote server returned an error: (503) Server Unavailable.
at System.Net.HttpWebRequest.GetResponse()
at System.ServiceModel.Channels.HttpChannelFactory`1.HttpRequestChannel.HttpChannelRequest.WaitForReply(TimeSpan timeout)
--- End of inner exception stack trace ---

Edited May 22 by Sheridan

[willtech]

Try restarting the SIMS Service Manager on the SIMS server. Then going into the SIMS Service Manager and check services are running. It might take a little time for it to settle down. 

Edited May 22 by willtech

[Sheridan]

I've restarted the SSM service several times and also the host server itself - all of the services show up as Started in the SSM (after a few minutes!)

[SIMS_Customer_Support]

Hi @Sheridan 

I have reached out to our Service Desk, and they’ve advised that they will require additional information in order to diagnose the issue further. 

 

Please could you contact your support team and ask them to raise a case for this to be investigated. Once you have the case reference, please share it with me and I will ensure it is treated as a priority.

 

Kind Regards

 

[Sheridan]

1 minute ago, SIMS_Customer_Support said:

Hi @Sheridan 

I have reached out to our Service Desk, and they’ve advised that they will require additional information in order to diagnose the issue further. 

 

Please could you contact your support team and ask them to raise a case for this to be investigated. Once you have the case reference, please share it with me and I will ensure it is treated as a priority.

 

Kind Regards

 

It has already been logged with our support team - by another member of staff but they are off for a while now so I thought I'd try and get it moving myself. No matter, I shall keep poking around 

[SIMS_Customer_Support]

Just now, Sheridan said:

It has already been logged with our support team - by another member of staff but they are off for a while now so I thought I'd try and get it moving myself. No matter, I shall keep poking around 

Hi @Sheridan

Thanks for confirming. I’ll send you a direct message to obtain your support team’s details, which will allow me to trace the case reference and ensure it is prioritised for investigation.

[SIMS_Customer_Support]

.

Edited May 22 by SIMS_Customer_Support

[David44]

Do you have a sign in for https://criticogroup.com/login/ (was PageOne)

That should help determine if the text messages are getting to them for further distribution. It should also show any text messages you have received that haven't been passed to SIMS yet.

[Sheridan]

51 minutes ago, David44 said:

Do you have a sign in for https://criticogroup.com/login/ (was PageOne)

That should help determine if the text messages are getting to them for further distribution. It should also show any text messages you have received that haven't been passed to SIMS yet.

Don't have a login for that - this was all setup long before me

[SIMS_Customer_Support]

4 hours ago, SIMS_Customer_Support said:

Hi @Sheridan

Thanks for confirming. I’ll send you a direct message to obtain your support team’s details, which will allow me to trace the case reference and ensure it is prioritised for investigation.

Hi @Sheridan

 

There is no trace of a case being raised via our support desk in relation to this issue from your support team, you might want to contact them and ask them to submit the details via help.parentpaygroup.com.