Outage in Socialbakers

Disruptions on META API

Resolved Minor
December 17, 2024 - Started 5 days ago - Lasted 1 day
Official incident page

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Outage Details

Due to disruptions on META API end, we are currently experiencing a disruption in data ingestion for some Instagram Direct Messages. Furthermore, some corrupted Instagram Direct Messages are also ingested by META API. This issue impacts the Community and Care products. We are actively working with Meta support to investigate and resolve the issue. Updates will follow as more information becomes available.
Components affected
Socialbakers Community
Latest Updates ( sorted recent to last )
RESOLVED 3 days ago - at 12/18/2024 01:05PM

Dear clients,

Our engineering team have implemented a workaround to prevent Facebook API to ingest the corrupted IG DMs (Facebook API is still sending them occasionally).

The existing corrupted DMs prior to the workaround unfortunately will still be visible and META as of now does not provide any ways to fix them. Unfortunately this is beyond Emplifi's control and META holds sole discretion over how issues are addressed on their end.

Should you have any questions, please do not hesitate to let us know.

MONITORING 4 days ago - at 12/17/2024 11:50PM

The number of corrupted direct messages have drastically decreased.
We are actively monitoring the issue on META end and will provide updates as soon as more information becomes available.

IDENTIFIED 5 days ago - at 12/17/2024 03:35AM

Due to disruptions on META API end, we are currently experiencing a disruption in data ingestion for some Instagram Direct Messages. Furthermore, some corrupted Instagram Direct Messages are also ingested by META API. This issue impacts the Community and Care products.
We are actively working with Meta support to investigate and resolve the issue. Updates will follow as more information becomes available.

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