critical error notification

[akanshaaa19]

Summary

GitHub Issue: Critical Error Notification in Glific

Problem Statement: Users are experiencing a critical error with Glific related to HSM templates syncing.

Expected: Users expect to sync HSM templates without critical errors and receive guidance on resolving issues.

Actual: Users received a notification stating: "Failed to sync HSM templates: 'BSP Couldn't connect'" and are unsure of the next steps.

Error Messages: "Failed to sync HSM templates: 'BSP Couldn't connect'"

Reproduction Steps:

1. Receive a critical error email notification from Glific.
2. Check the error details related to HSM templates in the Notifications tab.
3. Attempt a manual re-sync from Quick tools → Templates.

Notes: Users need further clarification on the cause of the error and the BSP details, as well as any changes made to WABA access or API keys.

Source

• Discord thread: https://discord.com/channels/717975833226248303/1500028380790263922
• Reported by: imrangoonj
• Title: critical error notification

Original message

@we received a critical error notification via email yesterday, and we’re not sure how to proceed. Could you please let us know what actions are required from our side?

Hello Goonj..
Your Glific instance has run into this critical error: Failed to sync HSM templates: "BSP Couldn't connect"
Please contact the Glific team in case you don't understand the issue.
The Glific team

Full thread transcript

imrangoonj: @we received a critical error notification via email yesterday, and we’re not sure how to proceed. Could you please let us know what actions are required from our side?

Hello Goonj..
Your Glific instance has run into this critical error: Failed to sync HSM templates: "BSP Couldn't connect"
Please contact the Glific team in case you don't understand the issue.
The Glific team

Glific AI doc bot (bot): Hey! Thanks for flagging this. That alert means Glific couldn’t connect to your BSP to fetch/sync your HSM templates, which can happen due to a temporary provider outage or a credentials/connectivity issue on the BSP side.

Here are quick next steps from your side:

• In Glific, open the Notifications tab, filter by Critical, and check the latest log for more detail/time of failure; click the right-arrow on the row to jump to the relevant section if available .
• Try a manual re-sync: go to Quick tools → Templates and click the Sync button; wait a minute and check if statuses refresh to Approved/Rejected .
• If it still fails, please share which BSP you’re using (e.g., Gupshup/Meta/360dialog) and confirm if there were any recent changes to WABA access, API keys, or account status so we can investigate.

Helpful references:

• Notifications
• HSM Templates

If the error persists after the above, let me know and I’ll escalate it with our support team right away.

Glific AI doc bot (bot): Was this helpful in resolving your query? Or do you need further support?