Webhook subscription no longer works since this morning

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  • Updated 2 hours ago
Since this morning our webhook subcription is no longer being fired - is tehre a problem with citrix? It worked perfectly for the past 6 months. I tried deleting and recreating a subscription but to no avail. The id of the current subscription is d6fe5b10-5232-6839-aa9a-87ca093b18ac
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Łukasz Trzewik

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  • confused

Posted 3 weeks ago

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Daniel Macias

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Same here, subscription id: 0ce2cf0d-c6c9-a64a-6465-cc7e0bdc8cf7
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Adam Cole

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We are also experiencing this issue. Last webhook received was 2:32 AM Pacific Time. What is going on?
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Amit, Employee

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We had a degradation in service for the webhooks feature, that caused webhook events to not get triggered. The issue was caused by an internal infrastructure component that experienced a temporary outage. The service has since been restored. Please let us know if you're continuing to see issues.

Apologies for the impact this may have caused. We're putting in place remediation and improved monitoring to prevent service disruption in the future.
(Edited)
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Adam Cole

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Amit,

We are still not receiving any webhooks. What's going on?

Thank you,

Adam
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Austin Nafziger

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These went offline for us on 11/27, was restored on 12/2 then back down again on 12/5.

We have now missed several critical client facing SLAs and are beginning the process of evaluating other vendors if this is not responded to or resolved promptly.
(Edited)
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Daniel Macias

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Hi Amit,

My webhooks are still not receiving events. 

Subscription Id's: 

  • 0ce2cf0d-c6c9-a64a-6465-cc7e0bdc8cf7
  • 957dfc58-aca0-ad80-2b5f-497830d2aba5
Daniel Macias


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Łukasz Trzewik

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Amit,

Just like Adam and Daniel reported the webhook events are still not received on our end.
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Amit, Employee

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That's unfortunate. I'll bring this up with the team to investigate. Thanks for the webhook subscription details. Will keep this thread posted.
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Łukasz Trzewik

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I have started receiving the events around an hour ago - looks like it's working atm.
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Daniel Macias

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Confirming that our webhooks are operational as well.
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Daniel Macias

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tukask and adam, if I may ask, how often have you guys experienced downtime w/ these webhooks?  Reading through another post on this forum, I got the sense that it's happened 4-5 times this year (from 1 hour to 5 days down at a time)....  Is this a fair estimation?  I ask because I'd like to report to this my team so we can plan appropriately.  Any info helps, Daniel.
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Amit, Employee

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Thanks for the confirmation, Lukasz and Daniel. A service availability issue on the ShareFile platform was causing webhooks to not get triggered. The issue was resolved earlier today.
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Adam Cole

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Amit - Thank you for the update. What went wrong this time...? What is being done to prevent recurrence...?

Daniel - I would not consider ShareFile's Platform to be stable nor would I rely on their webhooks if you have not yet fully implemented. We experienced months-long issues with their webhooks architecture + indexing last year that created considerable hardship for us. This year has been better, but outages are frequent, long-lasting, and communication is poor. None of these outages are reported via normal status channels. This forum is also the only place to get help as Customer Support is unequipped to assist. I would strongly recommend researching other vendors.
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Łukasz Trzewik

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Webhooks seems to be down for us again. This is outrageous, that your status page is silent about the problems with those kind of things. 
Please let us know what the issue is, cause we have a real problem with that kind of service outages.
(Edited)
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Daniel Macias

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Confirming that ShareFile webhooks are down for us also.  Adam Cole, thanks for taking the time to share your experience, I will relay to my team.
(Edited)
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Andrew Finger

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We're also experience no activity from webhooks today.
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Daniel Macias

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Sharefile is back online for me (10:17 PST). I've heard mention of some resorting to a polling approach rather than using webhooks?  Are outages common in the case of polling, i.e.  Delayed uploads or error responses?  Can others share the frequency at which they see outages with webhooks?

In addition, I'm wondering if can get the contact information of anyone willing to share their experiences.  Please email me at dmacias@seamgen.com if you're interested (we can start a thread if many join in)

Thanks in advance,
Daniel
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Andrew Finger

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Are the webhooks not working again?  Is there any reporting tool available that can tell me that a ShareFile webhook attempted to reach its target Url?  I have quite a bit of logging set up on the receiving end, but I've had silence for the last hour.  I've been testing all day until I stopped seeing activity.
(Edited)
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Łukasz Trzewik

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I have exactly the same problem as Andrew right now - webhooks are down since Wednesday. It's been 3 days now and there is no update on status page and they are still down...
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Łukasz Trzewik

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Another 24hours have passed and there is no answer from anyone at packet and yet the webhooks are still down. This is a fourth day - it is critical for us at this moment.
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Łukasz Trzewik

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Another full day has passed and there is no official answer from sharefile team on status page. My subscription with id d6fe5b10-5232-6839-aa9a-87ca093b18ac is still not working since the 27th of November.
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Łukasz Trzewik

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Another 12 hours and no respose... Is there no way to contact the support of the api app art? At this point we are considering switching to another platform, as we cannot deal with the product that does not have any support.
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Adam Cole

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No webhooks since 11:06 AM Pacific Time today. We are AGAIN broken and dead in the water, placing our customer facing SLAs in jeopardy and wasting our internal resources during the busiest time of year.

Please provide an update ASAP. This is absurd and unacceptable.
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Temitope Otudeko

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Intermittent failure with webhooks. It was working around 5/12/19 18:00-19:00 BST but no longer working this morning.  Can we please receive an update on this issue as it is affecting our client and is critical to them? Also can we receive comms when there are issues with the webhook service?
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Łukasz Trzewik

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Down for us as well. No communication from citrix is outrageous...
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Austin Nafziger

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These are down for us for the second time this week with no communication.  We're starting to evaluate other service providers - while the outages are frustrating the utter lack of responsiveness or communication to their enterprise users is unacceptable.

Any suggestions from the group on other potential service providers?

Thanks,
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Austin Nafziger

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These are down for us for the second time this week with no communication.  We're starting to evaluate other service providers - while the outages are frustrating the utter lack of responsiveness or communication to their enterprise users is unacceptable.

Any suggestions from the group on other potential service providers?

Thanks,