Freshchat incident
Media messages outage on WhatsApp in US,IN and AU
Freshchat experienced a minor incident on October 14, 2020 affecting Third-party Services and Third-party Services and 1 more component, lasting 1d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 14, 2020, 12:35 PM UTC
We are currently investigating an issue that is affecting inbound WhatsApp media messages. Customers may see delays in the receipt of these messages, possibly receiving 429 error codes. Please note this is only affecting media messages; other messaging is functioning as expected. We have identified the start time of the issue is 12:35 UTC or 8:35 AM ET. We are continuing to troubleshoot the issue and will provide additional updates as we gather more information.
- investigating Oct 15, 2020, 08:44 AM UTC
We are seeing improvements with receiving media messages through WhatsApp. We will continue to monitor the situation.
- investigating Oct 15, 2020, 11:33 AM UTC
We continue to receive reports regarding issues with Whatsapp media messages failing. Investigation underway. Thank you for your patience
- investigating Oct 15, 2020, 09:39 PM UTC
We are continuing to investigate the intermittent reports of delayed WhatsApp media messages. Thank you for your patience.
- resolved Oct 16, 2020, 11:50 AM UTC
The issue has been resolved by the vendor and media uploads to WhatsApp works are working as expected. If you still face issues, contact us at [email protected].