Why Does SMS Verification Code Fail to Send When I Log In to a CBH Instance?

Mobile SMS is selected as multifactor verification for your account. When you attempt to log in to the CBH system through SMS, the system displays a message indicating that the SMS message fails to be sent.
After the login password is reset, you do not receive the SMS verification code.

Cause 1: If the browser you used is incompatible with the CBH system, the login verification SMS fails to be sent.
Cause 2: The security group denies the IP address of the SMS gateway, or ports 10743 and 443 are not enabled.
Cause 3: The mobile number is incorrect.
Cause 4: The SMS service is abnormal.
Cause 5: No elastic IP address (EIP) is bound to the CBH instance.

Solution to cause 1
Use other browsers or upgrade the browser version. For details, see Table 1.

Table 1 Recommended browsers and versions
Browser
Version
Edge
44 or later
Google Chrome
52.0 or later
Safari
10 or later
Mozilla Firefox
50.0 or later
Solution to cause 2
Configure the CBH instance security group to allow access to the SMS gateway IP address and enable ports 10743 and 443.
Solution to cause 3
If you are a system user, contact the administrator to change the mobile number bound to your account.

Note
If you are user admin, submit a service ticket to change the mobile number bound to your account.
Solution to cause 4
Check the status of the SMS service of the bound mobile number from the following aspects:
- Check if the mobile number is suspended due to arrears.
- Check if the SMS message is in the spam short messages folder.
- Check if the mobile communication network is normal.
Solution to cause 5
An EIP must be bound to a CBH instance for successful logins. An EIP with a bandwidth of 5 Mbit/s or above is recommended.

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