What should I do if my API requests are timing out?

If you are experiencing timeouts when sending requests to the Pushwoosh API, it is often due to a temporary network issue between your server and our API endpoints. These issues can sometimes resolve on their own.

Here are the steps you can take to troubleshoot the problem:

1. Initial checks

• Check your server logs for any errors related to outbound network connections from your application or server environment.
• (Private Cloud / custom endpoint users) Test the standard endpoint. If you are using a custom endpoint (e.g. your-company.pushwoosh.com), try sending the same test request to the standard Pushwoosh API host api.pushwoosh.com (for example https://api.pushwoosh.com/json/1.3/createMessage). This helps determine whether the issue is specific to your custom instance. Note that go.pushwoosh.com is the Control Panel, not an API endpoint.

2. If the problem persists

If the timeouts continue, the issue may be related to the network route between your infrastructure and ours. To help us diagnose this, please run a network trace report and send it to our support team.

How to generate a network trace report (MTR)

MTR (My Traceroute) combines traceroute and ping to diagnose network problems. Run the report from the server that is making the API calls.

Linux (Ubuntu/Debian):

sudo apt-get update && sudo apt-get install mtr
mtr -r -c 100 api.pushwoosh.com

Linux (CentOS/RHEL):

sudo dnf install mtr   # or: sudo yum install mtr
mtr -r -c 100 api.pushwoosh.com

macOS (Homebrew):

brew install mtr
sudo mtr -r -c 100 api.pushwoosh.com

Windows: download and run the WinMTR tool, enter api.pushwoosh.com in the “Host” field, click Start, let it run until the “Sent” column shows at least 100 packets, then click Export TEXT.

Important: if you use a custom endpoint (e.g. your-company.pushwoosh.com), please run a separate report for that host as well.

Once you have the report, contact our support team and attach the text file or a screenshot of the results.