In addition to using the
support node to retrieve your support information, you can also retrieve Docker logs, AWS logs, and HTTP Request IDs to troubleshoot issues.
This document covers:
See Contact Support for more information on opening a Direct Support ticket.
You can use the WADebug tool to automatically collect and upload logs. You will receive a
run_id as part of the response, which you can reference in Direct Support for quicker investigations. It's as simple as running the following command:
wadebug logs --send
Note: For High Availability/Multiconnect mode where containers are installed on one or multiple hosts, you need to log onto each host, install WADebug and run the command above. You will get one
run_id from each successful run of the command, which you can reference in Direct Support for quicker investigations.
To obtain logs for troubleshooting, run the following command:
WA_API_VERSION=new-whatsapp-version docker-compose logs > debug_output.txt
You can then send those files to WhatsApp for analysis and debugging.
To obtain logs for a particular deployed service, such as the Webapp, in the Kubernetes setup, run the following command:
kubectl logs deployments/whatsapp-web-deployment > whatsapp-web-deployment.txt
You can then send the file to WhatsApp for analysis and debugging.
Please follow the below steps to capture the logs on an AWS setup:
Rollback on Failureto
Noto ensure logs are not deleted on failure
This needs to be set during stack creation/updating step, as seen below:
Follow the AWS guide on how to SSH into your EC2 instance. Note that during WhatsApp Business API stack creation/updating, you can select to use either a private or public VPC. With a private VPC, you need to follow the section Securely Connect to Linux Instances Running in a Private Amazon VPC.
Once you have access to the container, please capture the following logs and attach them to a Direct Support ticket.
sudo docker logs ecs-agent > ecs-agent.log
docker ps -ato list all running containers and share the output
docker logs <docker container id of the core app> >> wacore.logand share logs
docker logs <docker container id of the web app> >> waweb.logand share logs
docker cp <docker container id of the web app>:/var/log/whatsapp/web.log ./web.logand share logs
docker cp <docker container id of the web app>:/var/log/lighttpd/error.log ./error.logand share logs
If EC2 instance is not created, then "Activity History" of appropriate Auto scaling group is required. This can be found in EC2 console -> Auto Scaling -> Auto Scaling Groups -> Select appropriate group for the stack that has issue -> Activity History
v2.21.3, the WhatsApp Business API will generate unique request IDs for every incoming HTTP request that it receives. These request IDs are used to help pinpoint logs related to a particular request for fast troubleshooting. If you want to report a bug, please include values of the
X-Internal-Request-IDS response headers in your ticket to help pinpoint and reproduce your issue.