As part of a scheduled infrastructure upgrade for a customer using a dedicated environment, we migrated services to a new server setup aimed at enhancing performance and scalability.
Following the migration, the customer reported that they were no longer receiving after_message webhook events. The issue was traced to the new infrastructure using a different set of IP addresses that had not yet been allowlisted in the customer's network configuration.
All other services — including real-time messaging, presence, message receipts, and their related webhooks — remained unaffected and continued to operate as expected during this time.
Timeline (IST)
8:30 AM – Migration to the new server infrastructure completed
8:59 AM – Customer reported missing after_message webhook events
9:01 AM – Services were reverted to the original infrastructure, restoring webhook delivery
Resolution
Webhook delivery resumed immediately after reverting to the original servers. The updated IP addresses for the new infrastructure have been provided to the customer. Once their network configuration is updated to allowlist the new IPs, we will coordinate a smooth transition back to the upgraded environment.
Next Steps and Preventive Measures
We originally provided our IPs to the customer in 2021 so they could whitelist CometChat, which preceded our current standard information-sharing workflow. Going forward, we have added them to our standard distribution process and will proactively notify them of any IP changes.
We appreciate the customer's collaboration and understanding and remain committed to providing a reliable and high-performance platform.
