Sharefile account webhook isn't firing sometimes

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  • Problem
  • Updated 2 minutes ago
Hello,

A bit of a backstory with the webhook:
We're using an account webhook (we didn't use the folder one since it doesn't trigger for subfolders) to keep files in sync with a local zip that we keep.
The hook worked perfectly until i'd say 2 weeks ago when it sometimes would not trigger at all, or we'd get the events with either a few minutes delay, or the next day.
We know that some didn't trigger since we keep both a db log and a file log of all hooks (we log the event before we even begin to process it).

Is there a place to see all queued/failed events? And if not, can we provide some account/hook/folder ids to be checked?

Thanks,
Andrei
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Sirbu Andrei

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  • worried

Posted 6 months ago

  • 1
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Dale Smith, Software Engineer

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Hi Sirbu,

We have had a few other customers report the same issue and have created a ticket for this issue to be looked into. While we do have data points from the other customers, we would welcome your examples as well, as the more data we have, the easier it will be to find the issue. Feel free to upload your examples in a text file to https://citrix.sharefile.com/r-r07cbe7cc3cc4521a

It's best to include the following if you have it:
Webhook Subscription Id (this is the id generated when you created the webhook)
Your OAuth Client Id
The Url the webhook is going to
The specific event details that was late (for instance if it was File Upload event, the file name and folder id the event happened in)
A time frame that this was happening.

In particular if you have examples of the hooks that did not trigger at all, as that is new in comparison to the reports we have had.

Thanks, and apologies for the inconvenience.
Dale Smith
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Sirbu Andrei

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Thank you for your reply Dale.
I've just uploaded the txt with the details.

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Dale Smith, Software Engineer

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Thanks Sirbu,
 
I've received the file and attached it to the ticket.
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Łukasz Trzewik

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Any update on this one? I am experiencing a similar issues.
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Robert Jakubowski, Software Engineer

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The issue should be addressed early next week.
Apologies again for the inconvenience.

Robert
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Łukasz Trzewik

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@Robert - was this addressed already?
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Robert Jakubowski, Software Engineer

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A fix for the issue is pending a release. The release is planned for this week. I will let know here once it is deployed.

I'm sorry for the delay.

Robert

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Robert Jakubowski, Software Engineer

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Sirbu, Lukasz

The fix has been deployed. Let us know if you still experience any issues.

Thanks,
Robert
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Sirbu Andrei

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Thanks.
Wii do.
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Łukasz Trzewik

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Reopening that issue - i am experiecing exactly the same problem for the past week. Are there some problems again on sharefile end? I am not receiving all of those webhook notifications.
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Robert Jakubowski, Software Engineer

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Thanks for bringing it up.
We have identified an intermittent issue that occurred end of last week which should be resolved now.  Sorry for that.

Are you still experiencing the problem?
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Łukasz Trzewik

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Robert - this is still happening - I just checked it and I am not receiving webhook events when i drop a file.
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Łukasz Trzewik

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Any update on this Robert? I tried openning a supprt ticket, but they closed it within acouple of hours with no resolution... I don't know what I should do at this point and it's affecting our live systems.
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Łukasz Trzewik

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@Robert - following up on this once again.
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Robert Jakubowski, Software Engineer

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@Łukasz, could you please provide the support ticket number?
I will follow up with our support channel. Unfortunately I am not able to help more at the moment. 
And sorry again for the inconvenience.
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Łukasz Trzewik

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@Robert - case number is 78819328 - it was closed within a couple hours with no resolution on your end.
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Robert Jakubowski, Software Engineer

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Thanks. I have requested internally to have the case revisited.
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Łukasz Trzewik

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Hey Robert - it was not reopened. Could you please look into this?
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Robert Jakubowski, Software Engineer

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Hi Łukasz,

I have raised your issue several times but my request is still pending.
I will add a note that you just asked.
My apologies again.
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Łukasz Trzewik

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I will be monitoring this this week and let you know, however i still believe i was not receiving all of the events Today. I will provide an update tmrw.
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Matthew

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Hi Łukasz,

We are unable to reopen your prior support case, however, we will be investigating the root cause of your webhooks issue. I will provide an update when we have identified the cause and when a fix is in place.
(Edited)
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Łukasz Trzewik

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Matthew,

Any update on this?
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Cláudio Batista

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Hello there,

Any reports about webhooks issues since last Thursday? It was working fine until then, but now even what we call the Webhooks subscription endpoint (https://companyname.sf-api.com/sf/v3/WebhookSubscriptions) we got the follow response:

{
    "code": "NotFound",
    "message": {
        "lang": "en-US",
        "value": ""
    },
    "reason": "NotFound"
}

Same response when we do POST, when trying to recreate subscriptions. 


Thanks,
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Adam Cole

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Any updates here? We are experiencing this issue since Thursday 4/18 such that we are no longer receiving a webhook for every upload on an account-wide webhook subscription. This is very problematic because action based on these uploads is SLA bound.

Thanks,

Adam