Webhook subscription no longer works since this morning

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  • Updated 3 days 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 5 months ago

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Łukasz Trzewik

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Yes - the lack of any repsonse is the most frustrating thing. I tried contacting their support 3 times already and each tiem they told me that there is nothing that they can do as they don't support this and this forum is the only place where the developers are 'actively' responding...
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Łukasz Trzewik

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So another 4 days have passed and we have not heard a single word from the developers. Webhooks subscriptions are inactive more time then they are active :).
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Gimple Getzle

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Radio silence.
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Temitope Otudeko

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I was told the APIs are managed by a third party and they cannot do anything to support it over the phone and the forum is the only means of support so goodluck to us.
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Adam Cole

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No webhooks received since 7:41 AM Pacific Time today. AGAIN? What's going on??

Please reply and fix ASAP.
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Łukasz Trzewik

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Can confirm it's down again. Love the ambience of that forum - developers are not answering at all :).
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Adam Cole

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Hello? No webhooks since 12/13.

Has Citrix abandoned this product?
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Łukasz Trzewik

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Still down for us...
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Joseph Pierone

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We've been in the same boat on all fronts. Spotty Webhooks for the last month with no Webhooks since the 13th which is crashing a new product we built for our customers - forcing us to undo our Launch until this is resolved. This is a critical problem that needs solving.  Any assistance would be appreciated!
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Adam Cole

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What is going on here? Citrix - Respond and fix or deprecate the product and say goodbye customers. It’s that simple.
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Austin Nafziger

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Everything is still down for us.  Has anyone had experience with ExaVault? Looking at their services and pricing it looks like a compelling alternative with good marks on customer service and responsiveness.

Webhook documentation looks solid as well and includes... wait for it... logging for webhooks so that you can actually see when things are up and have a history of activity.
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Joseph Pierone

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Hey Folks,

I aggressively grabbed for attention in their ShareFile ticket Support, alerted them to the Crisis we are experiencing on this thread, and after some additional poking and prodding (2 weeks worth), got them to escalate and address the webhooks issue.  Right now, all my webhooks appear to be functioning again - I'm curious if everyone else is finally seeing theirs functioning again.
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Łukasz Trzewik

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It did start working for me as well 2 days ago.
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Adam Cole

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Thanks Joseph - yes, working again here.

I still expect to hear from Citrix directly on this and what they are doing to ensure it does not recur yet again. Abysmally poor showing on their part.
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Joseph Pierone

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Yeah, even with the fix still working , I never got an official response back from them that they have indeed fixed the problem.  Strange support team behavior indeed.
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Łukasz Trzewik

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Is it down for anyone else again atm?
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Andrew Finger

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I've removed all web hooks from our organization's account.  After they started working again, I found at least one web hook assigned to an incorrect folder.  I'm not sure how that happens, but it did.
I have set up polling, which is a lose-lose compromise.  Stability aside, we cannot afford the lack of integrity experienced.
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Joseph Pierone

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Yes, the system is down again.  We're going to switch to a polling solution as well because they have shown a critical lack of care for this problem over the last several months.  I'm going to fight to get them to fix this again while we make the switch, but this is beyond acceptable at this point.
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Dmitry

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Hi guys, what is the polling solution do you mean - is it reports?
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Joseph Pierone

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I don't know the details since I'm a layman regarding the technicals, but my understanding is that Polling allows you to check the folder on scheduled intervals so you aren't relying on webhooks to trigger protocols you have implemented with the ShareFile API.  In our case, we will have to set a rule to check the folder every 15 minutes, and if it sees certain changes, like a new file in the folder, then our systems do what they need to do.  That way, our entire software application doesn't fail every time webhooks don't work.  I understand it's an extra hassle to implement, but it would effectively make the webhook stuff a non-issue.
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Austin Nafziger

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Well yea - there are plenty of work arounds, such as using a different product.  From a technical perspective Polling is not only more resource intensive but requires a substantial rebuild.  If we're going to do that then we might as well just build the process with a new vendor.
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Adam Cole

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Webhooks down again? Citrix - Would you please fix your platform ASAP? This is absurd.
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Adam Cole

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Updates? What's the deal, Citrix? We are still down, no webhooks since 1/31.
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Joseph Pierone

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Earlier this morning, I used my existing support contact to push for a fix. I noticed the webhooks triggered at 11:35am eastern.  Have you seen it kick back on for you?
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Adam Cole

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Went back online on 2/5, died again 2/5. We are still down now.
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Adam Cole

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What is going on here Citrix? FIX IT
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Adam Cole

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Updates? This is still not working.
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Chris

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Out of curiosity, have you created a support ticket on this issue vs only commenting in a community forum? I would be curious if you are getting better support via that ticket or not.
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Łukasz Trzewik

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Whenever i tried to create a ticket they would tell me that they do not support API issues and they would close it...
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Austin Nafziger

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Same experience - minimal help from support. Finally got my ticket escalated. They made me send them the JSON output listing my webhook subscriptions and specific files that I believe should have triggered those webhooks... the fact they can't do that on their own is mind-boggling.
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Kevin Glenn, Escalation Engineer

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Thank you all very much for reporting this. We request anyone experiencing this concern without an open Support case to contact our support team to open a case using the link below or calling in at 1 (800) 424-8749.

https://www.citrix.com/support/open-a-support-case/

We certainly apologize if you were denied assistance due to the lack of custom API support. In this particular case it can be a little tricky as the webhook service doesn't have a UX and thus needs to be initiated via API, however, once configured it's still a back-end service within the realm of support.

If your case was closed, please call in to re-open it and if you receive any push-back please have the support representative reach out to me directly.

All that said, we are actively working to make improvements on the webhook service as we speak and would be more than happy to provide additional details and updates via your open support cases.

Thank you for your understanding and please do not hesitate to let me know if there are any questions or concerns.

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Adam Cole

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Kevin,

While we appreciate this response--and at this point, ANY response--this is still unacceptable and inadequate. The issue with webhooks is not resolved, and you nor anyone else at Citrix have provided any information on what is currently broken, what the plan and timeline to resolution looks like, root cause, etc., all of which should be expected questions for any modern cloud service under the circumstances.

Please address the situation at hand.

Thank you,

Adam
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Zack Stout

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I am less than excited to join this conversation as I have a client whose webhooks are and have been failing for the past few weeks. It is bittersweet to see that other developers are also dead in the water. 

I tried several methods to get this working and have been unsuccessful. I opened a ticket as instructed by Kevin Glenn.

Do we have any insight into when this service will be patched?
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Sherwin Ocubillo

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Webhook is working back again!
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Eveguel Arocha

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Please check I just registered some but it's now working
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Eveguel Arocha

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Not Working*
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Zack Stout

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This continues to not work for us. I have a client who uploaded several files but no webhooks were triggered.

We are going to have to find an alternate solution if this isn't resolved soon.