Troubleshooting

Solve troubleshooting scenarios.

The Connector for IM container does not boot

When starting the Connector for IM Docker container, you have to wait around 60 seconds for the service to start. If after 60 seconds you have containers that are not healthy, please check the logs of the Connector for IM.

The startup issues can be related with booting issues on the external components, REDIS, PostgreSQL, or issues in the configuration file appsettings.Production.json. Issues when the Connector for IM starts can be related with errors in the configuration. Check the logs of the components to know the cause of the issues.

Messages do not arrive to the Connector for IM

Access the endpoint https://<domain>/<path>/imconnector/<provider>, where <domain> is the fully qualified domain name of the machine where the proxy is installed, <path> is the path to the Connector for IM, as defined in the proxy, and <provider> is the name of the provider. For example, https://myccserver.example.com/im/imconnector/infobip.

If you get an HTTPS code 405, the Connector for IM is well configured and you need to check the configuration on the provider. Please see How to configure providers on how to configure the provider settings. If everything is working, please see the logs of the Connector for IM.

Attachments do not arrive to the agent or the customer

Please check the Azure storage account settings, and the connection with the Connector for IM.

The customer does not receive messages from the agent

Inbound and outbound messages have different mechanisms. Receiving inbound messages from the provider does not mean that everything is working. If messages do not arrive at the customer, please check the following:

• The API Key is not configured in the Connector for IM
• The API Key has expired
• If you are using Infobip as the provider, the API Key has been generated specifying an outbound IP, and it does not match the current IP
• If you are using Infobip as the provider, you did not create the scenario. Please see How to configure providers on how to create a scenario.