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Message Not Displayed Correctly in WaaPY

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Overview

This guide explains why some messages in WaaPY appear as:

“This message isn't available yet; kindly reestablish your WhatsApp connection again.”

It also provides standard steps to troubleshoot and fix the issue.
This document is intended for support, operations, and technical teams.

Problem Description

Issue:
Messages in WaaPY do not show the actual content and instead display the message above.

Why This Happens

This issues can occur for several reasons:

  • Recent WhatsApp updates that change message encryption behavior
  • End-to-end encrypted messages, which prevent WaaPY from capturing message content directly

On WhatsApp Web, these messages usually appear in a similar encrypted or restricted format.

Steps need to do

The steps follows a structured flow to ensure consistency and completeness.

1. Version Verification (Mandatory)

Ensure the client’s WaaPY instance is running the minimum required versions:

  • Interface Version: 1.7.0 or later
  • Engine Version: 1.9.0 or later

Steps:

  • Go to Settings in WaaPY
  • Verify the current versions
  • If the instance is not on the latest version, inform the internal team to perform an update

Updates must be completed before proceeding with any other steps.

2. Connection Reset (Post-Update)

Once the instance is updated:

  1. Navigate to Connections
  2. Disconnect the connection experiencing the ciphertext issue
  3. Go to Session Management
  4. Clean up all inactive sessions
  5. Reconnect the connection

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3. WhatsApp Device Sync Requirement

While WaaPY is generating a new QR code:

  • Ensure the WhatsApp mobile app is turned on and active
  • This is required for message re-synchronization and encryption key exchange
4. WhatsApp Web Verification
  • Check WhatsApp Web to identify the specific message causing the ciphertext issue
  • Messages that appear different from known ciphertext may still be able to sync into WaaPY

This step helps determine whether the issue is message-specific or session-related.
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Message Resync Guidelines

Personal Chats

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  • Click the three-dot menu in the chat
  • Select Resync Messages
  • You can resync messages from up to 7 days back

Group Chats

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  • Go to Connections
  • Click on Groups
  • Select a resync range of up to 31 days
  • Click on icon on Actions to resync the message
Important Notes
  • Message not displayed correctly or unavailable messages are not always system bugs
  • Most cases are caused by WhatsApp encryption changes
  • Updating WaaPY and reconnecting the session fixes most issues
  • Always verify the message behavior on WhatsApp Web during troubleshooting


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