Resolve Instagram Message Issues - Frequently asked questions
Explore common questions about resolving Instagram message issues during the July 11, 2024 service incident affecting Sunshine Conversations. Find solutions and insights.
Frequently asked questions
What caused the Instagram message disruption on July 11, 2024?
The Instagram message disruption on July 11, 2024, was caused by a configuration change on Meta's side. This change impacted the Webhooks on the Messenger API for Instagram, which are crucial for processing Instagram messages in Sunshine…
Were any Instagram messages lost during the July 11, 2024 incident?
Yes, Instagram messages sent during the incident on July 11, 2024, were lost and could not be recovered. The disruption affected messages sent between 2024-07-11 15:56 UTC and 2024-07-12 00:00 UTC. Unfortunately, due to the nature of the incident,…
How was the Instagram message issue resolved on July 11, 2024?
The Instagram message issue on July 11, 2024, was resolved by working closely with Meta. Once the disruption was identified, the issue was escalated to Meta, who then acknowledged and resolved the problem. Meta resumed sending the necessary…
What steps are being taken to prevent future Instagram message disruptions?
To prevent future Instagram message disruptions, Zendesk is taking several steps. They plan to improve their escalation processes to ensure faster resolution of similar issues in the future. Additionally, they will enhance their monitoring systems…
What was the timeline of the Instagram message incident on July 11, 2024?
The timeline of the Instagram message incident on July 11, 2024, began with the detection of the issue at 10:59 AM PT. Engineers investigated the problem, and by 3:17 PM PT, it was confirmed that messages were not being received due to a partner…
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