Cannot receive photo/image 50% of the time

[alexsoo69]

We have whatsapp running normally with text and emoji. Some time when customer send image/photo we could not receive it. from the same chat 4 photo send and 2 open normal and 2 will not open. some customer send without problem and some totally cannot send. It seems like a random problem. Sometime we receive text "image.jpeg" when click nothing happen and sometime we receive "Whatsapp : Unsupported message type ímage' is received. Are there some bugs or setting issue?

 

[JohnS_3CX]

Hi Alex,

Not sure exactly what the other side has sent, but there are limitations in type and size.

https://developers.facebook.com/docs/whatsapp/on-premises/reference/media

 

[alexsoo69]

Hi Alex,

Not sure exactly what the other side has sent, but there are limitations in type and size.

https://developers.facebook.com/docs/whatsapp/on-premises/reference/media

Hi JohnS,

We tested with our mobile phone whatsapp. Send from phone's photo album. All the photo send are of the same format JPEG and size is very much less then the limited size of 100Mb. All user can send photo without any problem. Chance are 3CX will only receive half of the photo and the other half has error.

 

[Guillaume Bourgeois]

Hi @JohnS_3CX ,
I am having a similar problem .

We use the "Generic" Trunk to manage the sending and receiving of SMS/MMS ourselves.
It works very well.

but there is a small problem.. We use a CDN and sometimes 3CX tries to retrieve the image on a node that has not yet replicated.

Although it only takes a few seconds for it to be replicated to all servers, 3CX failed to retrieve the media when it received the message...

Result :
It is not possible to open the file.. Our servers return 404 file not found .




If WhatsApp also uses CDN, it may well have the same issue.

Would it be possible for 3CX to have a queue to retry a couple of times every minutes or maybe a manual retry button that user can use.

Is this a known scenario at 3CX ?

 

[JohnS_3CX]

Hi @alexsoo69

We were only able to replicate the issue when someone uses a temporary token instead of a permanent one like our guide describes.

Can you confirm you created permanent tokens in the Meta interface?
https://www.3cx.com/docs/manual/whatsapp/#h.z1v0vk385elb

Also, do you have an example image file that always gives you trouble or is it purely random? (ie. I send the same exact file twice, and it both fails and succeeds on different tries)

 

[chili]

Hi @alexsoo69

We were only able to replicate the issue when someone uses a temporary token instead of a permanent one like our guide describes.

Can you confirm you created permanent tokens in the Meta interface?
https://www.3cx.com/docs/manual/whatsapp/#h.z1v0vk385elb

Also, do you have an example image file that always gives you trouble or is it purely random? (ie. I send the same exact file twice, and it both fails and succeeds on different tries)

I'm having the same problem that OP described. If someone sends us pictures there's a good chance we don't receive them.

In our case we have 3 WhatsApp Business accounts on one instance of 3CX. I set those up within the same Meta Developer account but created a separate application each with a unique permanent token.

I tested it by sending multiple pictures at the same time, for example 4 photos. Tested this a couple of times each time with the same photos. Sometimes in 3CX I would receive just 2, sometimes 3, sometimes all of them.
It seems to be more reliable as soon as you reply from 3CX but that might be a coincidence.

Would be great to have this resolved because it's a very useful feature but we have also had problems with customers trying to contact us via WhatsApp and us never receiving it on our end.

 

[chili]

@JohnS_3CX any updates on the issue? Still having the same problem as described in my post above.

 

[JohnS_3CX]

@JohnS_3CX any updates on the issue? Still having the same problem as described in my post above.

Hi Chili,

Not since my last reply I'm afraid, we were never able to replicate the issue to comment any further on it.

But a lot has changed since this thread was originally opened. It might be a good idea to tear down the integration from 3CX, and from Meta and rebuild it from scratch, step by step using the guide, making sure nothing is left behind or done differently.

The management console log on verbose mode would be a good starting point.