360dialog - Some disruptions to media downloads – Incident details

All systems operational

Some disruptions to media downloads

Resolved
Degraded performance
Started about 1 year agoLasted 2 days

Affected

Meta Infrastructure

Degraded performance from 8:24 AM to 2:45 PM

WhatsApp On-Premise API (Message Delivery)

Degraded performance from 8:24 AM to 2:45 PM

Updates
  • Resolved
    Resolved

    Meta have deployed a fix for the disruption impacting media download using WhatsApp On-Premise API on end user devices. The issue is now mitigated as of July 14th at 10:57 UTC.

  • Identified
    Update

    Meta has updated the issue on their status page

    We are currently waiting on the META engineering team to provide guidance on how to fix the issue presented with the MEDIA downloads.

    Until Meta provides a solution or workaround for On-Premise deployments, the issue can be mitigated my migrating affected numbers to the Cloud API via the 360dialog Hub.

    Note: Cloud API portability is not enabled for all accounts. If you require Cloud API
    portability enabled for your account, please reach out to our support team.

  • Identified
    Identified

    Meta have acknowledged the issue on their status page

    Until Meta provide a solution or workaround for On-Premise deployments, the issue can be mitigated my migrating affected numbers to the Cloud API via the 360dialog Hub.

    Note: Cloud API portability is not enabled for all accounts. If you require Cloud API
    portability enabled for your account, please reach out to our support team.

  • Investigating
    Investigating

    We are receiving reports that some end users cannot download the images (media) on their WhatsApp App. From our initial investigation, this appears to be a problem with Meta's media server / media provider. We have escalated the case to Meta's Integration Support Engineering team and are awaiting feedback.