There are many steps and different systems that need to interact to get emails, text messages and WhatsApps to the studio email screen. To help determine the cause of a problem, and whether you need to tell Engineering, you can use the table below.
| Symptom | Cause | What to do |
| A particular text message from a listener was delayed by several hours | While text messages are usually instantaneous, the SMS standard says it can take several hours for a message to be received. | Nothing - this is part of the way text messages work |
| My show had no messages for ages and then several appeared at once | If our code that fetches text messages crashes, it will restart itself every hour, leading to this effect. (This only applies to the email screen - delivery to presenter email is unaffected) | Nothing - this is the expected behaviour |
| Text messages weren't received at all, but emails and WhatsApps were. The affected text messages may have originated on one network (for example, EE) | This is most likely to be a problem at our service provider and is out of our hands. | If you know the time a particular message would have been sent, you can ask engineering to check the logs. |
| Messages appear correctly on the email screen, but I never receive copies to my personal email address during my show. | A link between your show and your personal email address hasn't been set up. | Let engineering know |
| Messages appear blank on the email screen but they arrive correctly to my personal email address. | This is a known bug in the email screen, typically caused when the message contains unusual characters (like 'curly quotes') or emojis. This is most likely to affect WhatsApp and text messages from Apple devices. | Check your personal emails if you see a blank message. There's no need to tell engineering - we're working on a fix. |
| Twitter/X messages to @cambridge105 don't arrive. | Changes at Twitter mean we can't get messages for free anymore and we can't afford to pay for access. | Don't promote sending messages via Twitter anymore. |
| A particular WhatsApp message wasn't received at all | The message may have included a picture or video, which we don't support | If you are sure the message didn't contain other media and was only text, let engineering know. |
| Someone emailed my show using the studio email address after my show had finished and I didn't get a copy of the email to my personal address | The logic that copies you on emails sent to the studio is based on the time the email arrived | If you need the email message, let engineering know and we'll forward it |