Message is not sent

A message is stuck or was not sent? Here you learn how to recognise this and what you can do.

The empty circle stays

The empty circle below your message means: the message is still on its way. If it stays for a long time, Rasum cannot reach the server right now. In the chat list you then see a small clock in front of the last message.

What to do:

1. Leave the message and do not delete it.
2. Look at the top of the screen for “Offline” or “Server unreachable”.
3. Check your internet connection. For example, switch from mobile data to Wi-Fi.
4. Keep Rasum open. As soon as the connection is back, Rasum sends the message by itself.

If that does not help, read Connection problems.

The time is red: sending failed

A red time with a red exclamation mark means: sending failed. The message has not reached the recipient.

1. Tap the red time.
2. The “Sending failed” window opens.
3. Tap “Retry”.

Other buttons in the window:

• “Remove message” – discards the unsent message immediately, without asking again.
• “Cancel” – closes the window. The message stays red.

In the chat list, such a chat shows a red exclamation mark in front of the last message. Android: The chat list also shows the red text “Message failed to send”.

What do the error texts in the “Sending failed” window mean?

The “Sending failed” window gives a reason below the heading.

iPhone: The reason comes from the system, for example a note about a missing internet connection. Android: Possible texts are “Missing media content”, “Sending from unverified device”, “Error details: …” and “Unknown error”.

For “Sending from unverified device”, you first have to confirm this device. See Confirm your device.

Message not sent because devices are not verified

Rasum holds back a message if something has changed for a confirmed (verified) person. This protects you from writing to a stranger’s device.

iPhone: After tapping the red time, a separate screen opens, for example:

• “Your message was not sent because … has not verified all devices” – buttons “Send message anyway” or “Cancel for now”.
• “Your message was not sent because …’s verified digital identity was reset” – buttons “Withdraw verification and send” or “Cancel for now”.
• “Your message was not sent because you have not verified one or more of your devices”.

Android: Press and hold the message. At the top of the menu there is a red entry, for example:

• “Message not sent because … has not verified all devices.”
• “Message not sent because …’s verified digital identity was reset.”
• “Message not sent because you have not verified one or more of your devices.”

Tap the entry. Then choose “Send message anyway” or “Withdraw verification and send”.

Only send anyway if you are sure that everything is fine. If in doubt, ask the person through another channel. More under Confirm your device.

Photos, videos or files are not sent

When sending media, Rasum can show these errors:

• “Failed uploading media, please try again.” – usually a weak connection. Try again on Wi-Fi.
• “The file is too large to upload” – the file is larger than allowed. The maximum size is shown below.
• “Failed processing media to upload, please try again.” – try again or choose a different file.

Large videos get smaller if “Optimise media quality” is turned on (“Settings” → “Advanced settings”). More under Photos, videos and files.

Voice message is not sent

If “Failed to upload your voice message.” appears, Rasum could not upload the recording. Check the connection and record the voice message again. More under Voice messages.

I am not allowed to write in this chat

In some groups only certain people may write. The group’s admins decide this.

iPhone: The chat then shows “You do not have permission to post to this room”.

My older messages have no icon at all

Older messages of yours without an icon are normal and not an error. The circle with a check mark only appears on your newest message. The page Message status explains all the signs.