Troubleshooting webhooks
Learn how to fix the most common Empath webhook problems, from tests that pass while live events never arrive to failing signatures.
Learn how to fix the most common webhook problems.
Common problems
The test works, but live events never arrive - Check the webhook subscribes to that event. - Make sure something real happened: assign a real course to a real person. - If the tab shows Webhook delivery is not enabled for your account yet, contact your Partner Success Manager.
Every delivery fails, but the address opens in a browser - Your server may be redirecting (e.g. http → https, or adding a trailing slash). Empath doesn't follow redirects: use the final address. - Private network and local addresses always fail. Use a public address. - Make sure your receiver answers within 10 seconds.
The signature never matches - Verify against the raw body, before any JSON parsing. - Use the secret from Webhook created, not the wizard's test. The wizard test uses a temporary secret. Test from the saved row instead. - Sign timestamp + "." + body, with the timestamp exactly as received.
I'm getting duplicates - Expected occasionally. De-duplicate on id. See “Retries, ordering and duplicates”.
Completed arrives before assigned - Expected occasionally, because delivery order isn't guaranteed. See “Retries, ordering and duplicates”.
Failed is high but health is Healthy - Failed counts every attempt, including ones that later succeeded on retry.
I lost the signing secret - Delete the webhook and create a new one.
Still need help?
Reach out to your Partner Success Manager, or email us at support@empathmsp.com. We’re happy to help!
Related articles
- Test deliveries vs live deliveries
- Webhook health and the unhealthy alert
- Verify the signature