360dialog - Media file errors (On-Premise v2.51.2) – Incident details

All systems operational

Media file errors (On-Premise v2.51.2)

Resolved
Degraded performance
Started about 1 year agoLasted 20 days

Affected

Meta Infrastructure

Degraded performance from 11:37 PM to 10:12 PM

WhatsApp On-Premise API (Message Delivery)

Degraded performance from 11:37 PM to 10:12 PM

Updates
  • Resolved
    Resolved

    Meta have provided a workable solution which allows us to proactively fix any setups running WhatsApp API Client On-Premise v2.51.2 that encounter this specific issue. If you observe that your setup is encountering errors relating to media messaging, please reach out to our support team and we will verify if your issue is related and apply the fix.

  • Identified
    Identified

    Meta have confirmed there is an issue with the WhatsApp API Client (On-premise) database table. We are working with Meta Engineers to find a suitable workaround or solution.

  • Investigating
    Investigating

    We are receiving reports of errors when sending media on v2.51.2 of the WhatsApp Business API Client (On-Premise). Our Engineering team are currently investigating it.
    Affected users might receive the error Failed to find media file for id: when attempting to send a media message.