WADOG troubleshooting
The troubleshooting wizard's 7-step outgoing and 6-step incoming checks, live tests, and fixes for the most common problems.
6 min read
If messages aren't going out or coming in, run WADOG's Sorun Giderme (Troubleshooting) wizard first. It checks the connection step by step, usually offers a one-click fix at the step where it finds the problem, and lets you confirm the result with a live test message.
Run the wizard
- In the WADOG left menu, open Sorun Giderme (you can also get there from the Giden mesajlar / Gelen mesajlar — Outgoing / Incoming messages — cards on the home page).
- Choose the direction of the problem from the tab at the top: Giden mesajlar (your message from the panel doesn't reach the patient) or Gelen mesajlar (the patient's message doesn't reach the panel). Choose the number in Kontrol edilecek numara (Number to check) on the right.
- The checks appear one by one. Click the fix button on any step marked Sorun var (Problem, red), then confirm with Tekrar kontrol et (Check again) at the top right.
Each step shows one of three results: Başarılı (OK, green), Uyarı (Warning, orange) or Sorun var (Problem, red). The summary line tells you how many checks passed.
Outgoing messages: 7 checks
| # | Check | What it looks at | If there's a problem |
|---|---|---|---|
| 1 | CRM bağlantısı (CRM connection) | Is WADOG's access to your MedicalGrow account valid? | The fix button shows reinstall steps; our team does this — message our support team. |
| 2 | Sohbet kanalı (Chat channel) | Is WhatsApp set up in Conversations as a replacement for SMS, or as a separate channel? | Informational; if no channel is set up, message our support team. |
| 3 | Bağlı numara (Connected number) | Is at least one WhatsApp number linked to the account? | Numara ekle (Add number) takes you to the Numbers page. |
| 4 | WhatsApp bağlantısı (WhatsApp connection) | Is the selected number connected to WhatsApp right now? | QR kodu okut (Scan QR code) opens the QR window to reconnect. |
| 5 | Abonelik (Subscription) | Is WADOG sending active on your account? | Message our support team. |
| 6 | Gönderim kuyruğu (Sending queue) | How many messages are waiting? Warns above 50. | A bulk send is running; messages will go out in turn. |
| 7 | Son gönderimler (Recent sends) | Was the last send successful, and if not, why? | Read the error text (e.g. "Bu numara WhatsApp kullanmıyor" — this number doesn't use WhatsApp). |
The Canlı test (Live test) card under the checks lets you send a WhatsApp message directly from the selected number: enter Alıcı telefon (Recipient phone, with country code) and Mesaj (Message) and click Test mesajı gönder (Send test message). If the message reaches the phone, the WhatsApp side works. This test message is not written to Conversations; if messages you write in the panel still don't go out, check the channel setting from step 2 with our support team.
Incoming messages: 6 checks
- Open Sorun Giderme.
- Switch to the Gelen mesajlar tab and choose the number.
- Click the fix button on the red step; for example Olay adresini düzelt (Fix event address) on the Olay bildirimi (Event delivery) step, or QR kodu okut on the WhatsApp bağlantısı step.
- On the Canlı test card, click Testi başlat (Start test) and, within 2 minutes, send a WhatsApp message to your number from another phone. The time left is shown on the card.
| # | Check | What it looks at | If there's a problem |
|---|---|---|---|
| 1 | CRM bağlantısı (CRM connection) | Is access valid? | Message our support team. |
| 2 | Gelen mesaj ayarı (Incoming message setting) | Is Gelen mesajlar on for the number? | Switch it on in Number settings. |
| 3 | WhatsApp bağlantısı (WhatsApp connection) | Is the number connected? | QR kodu okut. |
| 4 | Olay bildirimi (Event delivery) | Are WhatsApp events being forwarded to the WADOG server? | Fix with one click: Olay adresini düzelt. |
| 5 | Son gelen mesaj (Last incoming message) | Was the last incoming message passed to the panel? | Read the error text. |
| 6 | Canlı test (Live test) | Shows as a warning at first; turns green when the live test succeeds. | See below. |
Possible live test results:
- Gelen mesajlar çalışıyor (Incoming messages work): the message was received and passed to Conversations.
- The message didn't reach the server within 2 minutes: fix steps 3 and 4 and try again.
- The message was received but not passed on: the sender isn't a saved contact and Yeni kişi oluştur (Create new contact) is off on the number. Switch it on, or test with a saved contact.
- The message reached the server but couldn't be passed on: there may be a problem with access permissions; message our support team.
Common problems and fixes
The QR code doesn't appear or keeps loading. Close the window, refresh the page and click QR okut again. If it still doesn't appear after a while, the problem may be on the server side; message our support team on WhatsApp. Don't try adding another number in the meantime.
I scanned the QR code but it won't connect. Check the phone's internet, update WhatsApp, delete old sessions under Linked devices and try again with a new QR code.
The number keeps disconnecting. Make sure the phone isn't offline for long periods and WhatsApp isn't being closed by battery saving. Check that the panel session is still listed under Linked devices on the phone. If WhatsApp has sent the number a warning (restriction), stop sending and message us.
A message I wrote in the panel doesn't go out. Run the outgoing messages wizard. The most common cause is a dropped number (step 4). Messages sent while the connection is down are retried for a few minutes and then fail; resend them once you've reconnected. If the message doesn't appear in Mesaj Geçmişi (Message history) at all, check the channel setting (step 2) with our support team.
A patient's message doesn't reach the panel. Run the incoming messages wizard and the live test. If the message shows as "Atlandı" (Skipped) in Mesaj Geçmişi, Yeni kişi oluştur is off. If the number is shared with another account, the message may have gone to the account the patient talked to most recently.
No read receipts. If the patient has turned off read receipts in WhatsApp, messages stay at "delivered"; that's a WhatsApp privacy feature and can't be fixed. If statuses don't update for any message (not just one patient), check the Olay bildirimi step.
A button message doesn't show for the patient. Button and list messages are experimental and don't display on some phones. See Message builder.
Note
If the wizard can't find the problem, or the fix button didn't help, take a screenshot of the wizard and send it to our support team on WhatsApp. Knowing what each step says helps us find the problem fast.
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