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Current information on Service Availability
Missing media files in WhatsApp messages
Incident
Report for CM.com
Resolved
Our messaging provider WhatsApp encountered a significant disruption with their ability to send and receive media files on January 19. This disruption lasted for 3 hours or so. The issue also affected the business client connector that WhatsApp provides to CM.com for connecting to their network and these did NOT recover. As such some of our customers might have experienced missing media files in their communications.
CM.com became aware of this problem on Monday January 20 after reports from a single customer and we immediately escalated the problem with WhatsApp. The cause was uncovered and we managed to recover the media transfers on January 21st around 10:00 CET. We are expecting WhatsApp to permanently fix this problem for their business customers in a future release.
This issue might have impacted customers sending and receiving WhatsApp messages via the Business Messaging API and/or making use of our Customer Contact web application.
CM.com became aware of this problem on Monday January 20 after reports from a single customer and we immediately escalated the problem with WhatsApp. The cause was uncovered and we managed to recover the media transfers on January 21st around 10:00 CET. We are expecting WhatsApp to permanently fix this problem for their business customers in a future release.
This issue might have impacted customers sending and receiving WhatsApp messages via the Business Messaging API and/or making use of our Customer Contact web application.