Zoom callback failed due to time out on our end

Hi,

Issue Description
An issue was reported to Zoom where we had several recorded chats that did not receive participant information. Zoom responded that they attempted to send the data but that it failed due to a timeout at our endpoint. Also zoom have retry logic, By design, for the timeout case, will retry a request 3 times, this continued to timeout and so we did not attempt again.

Error - Timeout connecting to [ewcf.careeredonline.com/45.60.195.133:443]"

We are trying to investigate this issue from our end for that we required below things from zoom.

Questions

  1. Can zoom notify us through email in case of similar time outs?
  2. is there any recent time out has been noticed from your logs?
  3. Could you list the IP’s or dns where zoom will make a call back to us? so that we can verify our firewall for any restriction/whitelist required from our end.
  4. is there any way to fetch the failed call list from zoom to reprocess on our end?

Thanks for all your support.

Hi @qadonotreply05,

Thanks for reaching out about this, and good questions.

  1. Can zoom notify us through email in case of similar time outs?

This is not currently a capability that we have, though it’s a great suggestion. Please feel free to submit this as a feature request: #feature-requests

  1. is there any recent time out has been noticed from your logs?

In order to look into this, can you please send us an email at developersupport@zoom.us with the following details?

  • Email address of webhook app owner
  • Name of the app you’re subscribing to webhooks under

This will help us to investigate.

  1. Could you list the IP’s or dns where zoom will make a call back to us? so that we can verify our firewall for any restriction/whitelist required from our end.

We’re not able to whitelist IPs, but you can find our IP ranges for whitelisting here.

  1. is there any way to fetch the failed call list from zoom to reprocess on our end?

We don’t currently have logging like this, though again it’s a great suggestion.

Thanks!
Will

Thanks for quick reply on this. I will raise a feature request for the same. Also,
Our Network team updated that we have GEO IP restriction for certain countries like Iran, North Korea, Moldova and Russia. Could you share the GEO location where zoom will make a call back to us?

Thanks

Hey @qadonotreply05,

You can find Zoom IP ranges listed in the post above. By default, I believe Zoom requests will be sent from the nearest data center from where your account was provisioned. However, you can also select data centers for hosted meetings:

Let me know if this helps—thanks!
Will

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