webhooks not sending data again?

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  • Updated 5 months ago
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It seems sometime late on the 11th the webhooks stopped sending data. Is anyone else seeing this problem?
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Justin Rodino

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Posted 6 months ago

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Matt Farley

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Not here.. I'm getting websocket and webhook data without any gaps in data.
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Justin Rodino

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Hmm...I haven’t seen any posts for the past three days. I have an exact epoch of the time it began failing...I’ll keep an eye on things.
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Allyson

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Same here.
No trips logged since Jan 11.
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xrak en

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Websockets: last update was from Jan 11 9:20am
Broken again!
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Justin Rodino

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Hey Derrick/Support/Development/Automatic, how about a real time status page just like anyone else with a public API?
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Derrick S., Official Rep

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Hi Justin,

I think that's a great idea! Hopefully we will get there at some point!
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Justin Rodino

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And in the interim can you report on the downtime or unavailability of the service at present?
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Derrick S., Official Rep

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Hi Justin,

There are no service outages at this time for the normal Automatic service. I don't have information about the API or webhooks, unfortunately.
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Justin Rodino

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I've sent two emails to both support@automatic.com, developer@automatic.com as well as help@automatic.com and all of them have gone unanswered. Can't you IM someone, send an email or ask a colleague? It's now been 6 days the webhooks are out of comission and no one seems to want to acknowledge it...
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Justin Rodino

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Automatic Team, any updates on this? I’ve sent two emails to support@automatic.com, two emails to developers@automatic.com and two to help@automatic.com and have thus far had ZERO replies from any of those six emails regarding the above.
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Matt Farley

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I opened a ticket about 6 weeks ago and only received the initial response of "we're looking into it". No follow up :(
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Justin Rodino

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Here’s the thing...I’m not trying to be unreasonable or am super angry or defensive, but for someone in tech who has also been in customer service for many years, an honest “it’s broken” is much better than a month of silence. That coupled with the fact this community is really out to help Automatic in its endeavors yet it doesn’t seem to be realized as that is really (IMHO) hurting the product line.
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Justin D

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I purchased two Automatic Pros for home testing of the API and webhooks before we purchased 10-15 of them for work. It is all hinging upon the API and webhooks and while the API seems to be doing okay I have yet to receive webhook data from the vehicle or through the test feature. I've also sent developer-support@automatic.com an email asking about this but have yet to receive a response.

Now looking at these forums trying to figure out what's going on and to find this and several other threads regarding the API/Webhooks not working is really making me consider returning these in favor of another product. It's a shame since I was really excited about them but I'll give it another week before returning them.
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Matt Farley

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I double checked, my outstanding ticket was opened in November -- never received a follow up.

Awhile back they had a lady named "Amy" on these forums as a customer care rep and she obviously didn't sit with the developers as she had always ask them what's going on and then relay back to us. The new community manager on these forums seems even less connected to HQ.

Given the low quality of support, I would guess the company isn't doing well and is understaffed. Major bummer as this product is amazing (when the APIs work!).
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Justin D

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Can we get any sort of response on this, please?
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Derrick S., Official Rep

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Hi Justin,

We have let the Engineering Team know about the issue and they will respond as soon as they can.
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Justin Rodino

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Derrick,

Appreciate the fact you've escalated it to Engineering but can you tell me why it took over a month to do so? Jan 11 was when this was problematic and it was brought to Automatic's attention and now on Feb 23 you finally said you'd pass it to Engineering? Further, none of the four emails above of mine have been answered/acknowledged.
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Derrick S., Official Rep

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Hi Justin,

Unfortunately we do not provide developer support in the Community, the engineering team is solely responsible for responding to emails sent to developer@automatic.com. Hopefully you will see a quicker turnaround moving forward. 
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Justin Rodino

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Appreciate your reply Derrick, however I'm not looking for developer support per se in the community, moreover I'm looking for "Automatic" or "Sirius XM" to admit the servers are having issues. As you've probably seen/read in many other forums, quite a few individuals have sent numerous messages to the mail you reference and we all end up in /dev/null. Further, there was even a time when I submitted a ticket to developer@automatic.com and it ended up in the general helpdesk account and that wasn't replied to. What I think I and a lot of the other community are looking for is ownership of problem(s) and what seems to happen is you say you only do helpdesk and engineering only does engineering and neither department seems to talk to each other or want to help the existing customer base.
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Matt Farley

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Justin is spot on. It's not about telling us how to use the API or write our code (i.e. dev support). It's about engaging and communicating with the community (which includes developers) to let us know what's going on inside the black box. Why are the servers not working? Why are we receiving no reply to our emails to support? In the past we've seen Automatic Software Engineers make comments on here to engage with their developers -- why doesn't that happen anymore?

Right now, a good chunk of your community (us) are feeling very left in the dark and ignored. Directing our concerns to an email box that appears to be a black hole only worsens the situation.

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