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: Look for any errors related to outbound network connections from your application or server environment.
• (For Private Cloud/Custom Endpoint users) Test the standard endpoint: If you are using a custom endpoint (e.g., your-company.pushwoosh.com), try sending a test request to the general API endpoint go.pushwoosh.com. This can help determine if the issue is specific to your custom instance.

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) is a tool that combines the functionality of traceroute and ping to diagnose network problems. Please run the report from the server that is making the API calls.

• On Linux (Ubuntu/Debian):

  # Install MTR if you haven't already
  sudo apt-get update && sudo apt-get install mtr
  
  # Run the report for the main API endpoint
  mtr -r -c 100 api.pushwoosh.com
  

• On Linux (CentOS/RHEL):

  # Install MTR if you haven't already
  sudo yum install mtr
  
  # Run the report for the main API endpoint
  mtr -r -c 100 api.pushwoosh.com
  

• On macOS (using Homebrew):

  # Install MTR if you haven't already
  brew install mtr
  
  # Run the report for the main API endpoint
  sudo mtr -r -c 100 api.pushwoosh.com
  

• On Windows:

  1. Download and run the WinMTR tool.
  2. In the "Host" field, enter api.pushwoosh.com.
  3. Click "Start" and let it run until the "Sent" column shows at least 100 packets.
  4. Click "Export TEXT" to save the results.

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, please contact our support team and attach the text file or a screenshot of the results. This information will allow us to investigate the issue more effectively.