Webhooks — Troubleshooting
Related setup guideSetting up Webhooks? See the Webhooks integration setup guide.
| Error message | Likely meaning (TL;DR) | Recommended next steps |
|---|---|---|
| Error with create callback | Confirm the webhook or callback URL is correct and publicly reachable. Make sure the account used has permission to create webhooks. Reconnect the integration and try again. | |
| Error with create callback: Site Disabled | The service hosting the webhook URL responded that the target site or account is disabled — for example a suspended or expired account, a deactivated app, or hosting that was shut down — so the webhook could not be created. | Check that the platform hosting the webhook endpoint is active and the account/site is not suspended. Once it is restored (or with a new endpoint URL), update the webhook URL in the integration settings and reconnect the integration. |
| Error with close callback | Xyte tried to send the close incident webhook/callback, but the external endpoint failed or did not respond successfully. | Confirm the close incident URL is correct and publicly reachable. Check that the target system accepts the close callback payload. Reconnect the integration and try again. |
| Error using Create URL : hostname "abcd.com" does not match the server certificate | The webhook URL does not match the security certificate. Contact support. | |
| Webhook URL is not updated | ||
| Error with create/update/close callback: Not Found | The receiving server answered 404: the webhook URL or path is wrong, or the endpoint was removed. | Check the Create, Update and Close URLs in the integration against the receiving system, update them, and use Test to confirm. |
| Error with create/update/close callback: Unable to connect to webhook · Failed to open TCP connection to … (Connection refused) | The receiving server could not be reached: it is down, the address is wrong, or a firewall blocks the connection. | Confirm the endpoint is up and publicly reachable over HTTPS, and that its firewall allows incoming requests. Then use Test. |
| Error with create/update/close callback: Too Many Requests | The receiving server is rate-limiting the webhook calls. | Ask the receiving system's admin to raise or remove the rate limit for these calls. Calls succeed again once the limit clears. |
| Error with create/update/close callback: Bad Request | The receiving server rejected the request body or headers. | Compare the body and headers with what the receiving system expects (required fields, field names, content type, authorization header). If the receiving system needs its own field names, write a body template for that event in the Create, Update or Close template step. Fix them, and use Test. |
| Error with create/update/close callback: Payment Required | The receiving service answered 402: its account or plan needs payment or an upgrade. | Ask the owner of the receiving service to check its billing or plan, then use Test. |
| create body template is not valid JSON (or update / close body template is not valid JSON) | Xyte filled the template's placeholders with sample values and the result is not valid JSON, so the template was not saved (on Save template) or not sent (on Test). | Look for a missing comma, quote or closing brace. Put every placeholder except the priority placeholder inside double quotes, as the default template does. Remove comments (// or /* */) and values such as NaN, Infinity or very large numbers. If you're stuck, click Restore default, then Start from default, and edit from there. Then click Save template again. |
| create body template must be a JSON object (or update / close) | The template is valid JSON, but the body is not an object. A top-level array, string or number is rejected. | Wrap the body in a single pair of braces, with your fields inside it as "name": value pairs, then click Save template. |
| create body template is too large (max 64 KB) (or update / close) | The template is over 64 KB. | Remove fields the receiving system doesn't need, or shorten long fixed text, then click Save template. |
| Save a create incident URL in Endpoints to test (or update / close) | The Test button in a template step stays disabled until that event has a saved URL. | Go to the Endpoints step, enter the URL for that event, click Update, then come back to the template step and click Test. |
| The receiving system gets the default payload instead of my body template | The template for that event isn't saved, or it is blank. Less commonly, the saved template produced invalid JSON for that particular incident, so Xyte sent the default payload instead of dropping the request. | Open the template step for the event (Create, Update or Close). If it shows Unsaved changes, click Save template. Leaving a step with unsaved changes discards them. Each event has its own template, so check all three. Then use Test. |
| A placeholder arrives as literal text in the request body | The key inside the braces isn't a recognized key, for example a typo. Unknown keys are sent as written. | Compare the key with the Available keys list in the template step. Only letters, digits and underscores are recognized, so a key with a space is never replaced. Fix it and click Save template. |
| The custom parameter is missing from requests | That event uses a body template. A template is the whole body, so the custom parameter is not added. The custom header is still sent. | Add the parameter to the template as a fixed field, or click Restore default and then Save template to go back to the default payload. |
Updated 4 days ago
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