360dialog - Notice history

WhatsApp Cloud API (Message Delivery) experiencing degraded performance

Operational

360dialog WhatsApp Business API - Operational

WhatsApp Business API Number Setup - Operational

360dialog Client Hub - Operational

360dialog Partner Hub - Operational

Partner API - Operational

Partner Webhooks - Operational

Marketing Automation - Operational

360dialog Payments System - Operational

360dialog Sandbox - Operational

Degraded performance

WhatsApp On-Premise API (Message Delivery) - Operational

WhatsApp Cloud API (Message Delivery) - Degraded performance

WhatsApp Business Account Management (Meta Business Manager) - Operational

Embedded Signup - Operational

Notice history

Aug 2024

New number Onboarding error
  • Resolved
    Resolved
    The issue is now resolved.
  • Monitoring
    Monitoring
    The majority of functionality has been restored to normal. We are currently monitoring it.
  • Identified
    Identified
    Meta has acknowledged the issue being on their Platform. We are continuing to work together with Meta on this problem, and do not currently have an ETA for restoration of all functionality.
  • Investigating
    Investigating
    We are aware of an issue that is impacting new number onboarding via the Embedded signup. We are currently investigating it with Meta. We do not currently have a resolution ETA but we'll update again as soon as possible.
Webhooks which use auth headers might not work properly
  • Resolved
    Resolved
    The issue is now resolved.
  • Identified
    Identified
    This should only affect account that were created with in the last 3 days. We identified that webhooks which use auth headers may not work properly. That results in 'Bearer' auth token not being passed properly to customer webhook. Our engineering team is working on the fix.

Jul 2024

No notices reported this month

Jun 2024

Webhook events not arriving for On-prem numbers
  • Update
    Update
    The webhook functionality for On-Premise configurations has been fully restored.
  • Resolved
    Resolved

    Post-Mortem Incident Summary

    Date and Time of Incident:
    ● Start: 27/06/2024, 11:15 UTC
    ● End: 27/06/2024, 15:30 UTC

    Description of Incident:
    360dialog experienced problems delivering and receiving messages to and from Meta servers. This was due to an outage in the callbacker component handling the messaging webhooks for On-Premise WhatsApp Business API numbers. The outage occurred during a maintenance procedure.

    After the cause of the problem was identified, the callbacker component was migrated to an environment with additional resources to ensure messaging continuity.

    General Remarks:

    The On-premise WABA solution is complex and presents numerous challenges in terms of management, and maintenance. A thorough investigation that includes Meta's involvement is necessary to uncover the underlying issues accurately for an in-depth RCA analysis.

    Given this context, 360dialog strongly recommends migrating all accounts to the Cloud API. The Cloud API offers several advantages, including improved reliability and easier scalability. Transitioning to the Cloud API ensures that your operations remain smooth and well-supported, while also aligning with the latest technological advancements and best practices in the industry.

    Robert Konopka,

    360dialog GmbH

  • Investigating
    Investigating
    We are aware of an issue that is impacting webhook events delivering to On-prem numbers. Our engineering team is currently investigating it. We do not currently have a resolution ETA but we'll update again as soon as possible.
  • Monitoring
    Monitoring
    The majority of functionality has been restored to normal. Webhook events have started arriving at the callback URL's.
Meta incident reported - WhatsApp Business Account Management
  • Resolved
    Resolved

    The issue is now resolved.

  • Monitoring
    Monitoring

    META has updated the fix for the major disruption impacting messaging templates on WhatsApp Business Management API has been deployed and this issue is now resolved as of June 27 11:00 UTC. We will continue to monitor its performance in the meantime.

    Thank you for your patience.

  • Identified
    Identified

    Meta's engineering teams have identified the root cause of the disruption impacting messaging templates on WhatsApp Business Management APIs. They are currently deploying the fix.
    Please refer to Meta Status Page for updates: https://metastatus.com/whatsapp-business-api

  • Investigating
    Investigating

    Meta have reported an issue that is causing disruptions to messaging templates on WhatsApp Business Management APIs. We are monitoring the situation closely and waiting on Meta.

    Please refer to [Meta Status Page] https://metastatus.com/whatsapp-business-api and subscribe for updates.

Some disruptions to Cloud API messaging
  • Resolved
    Resolved

    After thorough monitoring, we can confirm that Meta's implemented fix has successfully resolved the issue. No further cases have been reported.

  • Monitoring
    Monitoring

    Meta has identified the root cause of the issue where phone numbers fail to wake up from a sleep state after receiving an incoming message.

    They've implemented backend changes to address the problem.

    We're closely monitoring the situation alongside Meta to ensure the fix is effective.

  • Investigating
    Investigating

    We are receiving reports from customers about an issue impacting Cloud API numbers, particularly the messaging service, causing a single tick or delay in message delivery.

    While we have not yet identified the root cause, our engineering team is actively investigating it in collaboration with Meta's engineering team. We will provide another update as soon as additional information is available.

Jun 2024 to Aug 2024

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