Free Support Forum - aspose.cloud

500 Internal Server Error from Apose APIs

Hi! We are seeing an increase rate of 500 Internal server error from Aspose API (https://api.aspose.cloud/v4.0/words) today starting after 06:00 this morning (5h June) CEST. Are there any known problems on your side?

For the past 6 hours all requests to Aspose APIs result into 500.

Could you please look into the issue ASAP?
This impacts our customer experience for the whole day and your status page is showing that no issues were reported https://status.aspose.com

Our error grapsh from requests to APIs today, the 500s:
Screenshot 2020-06-05 at 16.36.08.png (2.7 KB)

Here’s an output of cURL request

curl -X PUT "https://api.aspose.cloud/v4.0/words/storage/file/Temp/Test-doc-error.docx" -H "accept: application/xml" -H "authorization: Bearer ..." -H "Content-Type: multipart/form-data" -H "x-aspose-client: Containerize.Swagger" -T doc-error.docx --verbose

*   Trying 52.10.203.245...
* TCP_NODELAY set
* Connected to api.aspose.cloud (52.10.203.245) port 443 (#0)
* ALPN, offering h2
* ALPN, offering http/1.1
* successfully set certificate verify locations:
*   CAfile: /etc/ssl/certs/ca-certificates.crt
  CApath: /etc/ssl/certs
* TLSv1.3 (OUT), TLS handshake, Client hello (1):
* TLSv1.3 (IN), TLS handshake, Server hello (2):
* TLSv1.2 (IN), TLS handshake, Certificate (11):
* TLSv1.2 (IN), TLS handshake, Server key exchange (12):
* TLSv1.2 (IN), TLS handshake, Server finished (14):
* TLSv1.2 (OUT), TLS handshake, Client key exchange (16):
* TLSv1.2 (OUT), TLS change cipher, Client hello (1):
* TLSv1.2 (OUT), TLS handshake, Finished (20):
* TLSv1.2 (IN), TLS handshake, Finished (20):
* SSL connection using TLSv1.2 / ECDHE-RSA-AES128-GCM-SHA256
* ALPN, server accepted to use h2
* Server certificate:
*  subject: CN=*.aspose.cloud
*  start date: Jan  1 00:00:00 2020 GMT
*  expire date: Feb  1 12:00:00 2021 GMT
*  subjectAltName: host "api.aspose.cloud" matched cert's "*.aspose.cloud"
*  issuer: C=US; O=Amazon; OU=Server CA 1B; CN=Amazon
*  SSL certificate verify ok.
* Using HTTP2, server supports multi-use
* Connection state changed (HTTP/2 confirmed)
* Copying HTTP/2 data in stream buffer to connection buffer after upgrade: len=0
* Using Stream ID: 1 (easy handle 0x5618daf25710)
> PUT /v4.0/words/storage/file/Temp/Test-doc-error.docx HTTP/2
> Host: api.aspose.cloud
> User-Agent: curl/7.58.0
> accept: application/xml
> authorization: Bearer ...
> Content-Type: multipart/form-data
> x-aspose-client: Containerize.Swagger
> Content-Length: 97381
> 
* Connection state changed (MAX_CONCURRENT_STREAMS updated)!
* We are completely uploaded and fine
< HTTP/2 500 
< date: Fri, 05 Jun 2020 15:13:18 GMT
< content-length: 0
< server: Kestrel
< 
* Connection #0 to host api.aspose.cloud left intact

We have found that the problem above is related to our account. We can not perform any API operations because they all require document upload which fails with 500 Internal server error:
PUT https://api.aspose.cloud/v4.0/words/storage/file
(see the output of cURL above)

First we thought that it could be related to the storage. We use aspose native storage in this application. However, another application from the same account uses S3 and API requests fail there as well.

We have just set up a new account and a new app there. When using this account and app credentials all API calls succeed.

We’d appreciate if you look into this issue and help us understand what’s wrong with our account.

@a.user

We are sorry for the inconvenience. Today, we have made a new deployment of Aspose.Words Cloud with some changes. Though we have not received any complaint from any other customer except you, but we have reverted the changes. Please check now and confirm.

@a.user

We are sorry for the inconvenience. Today, we have made a new deployment of Aspose.Words Cloud with some changes. Though we have not received any complaint from any other customer except you, but we have reverted the changes. Please check now and confirm.

Hi @tilal.ahmad!

Thank you for reverting those changes, it helped. Requests from our usual account started working after the revert.
Why did this change work for other clients and not for us specifically?

@a.user

It is good to know that your issue has been fixed.

We are looking into the server logs and will share our findings asap.

Hi @tilal.ahmad! We are experiencing this issue now again. 500 on API calls for our usual account. Do you know why? Can you please look into it?

@a.user

We are truly sorry for the inconvenience caused. We have fixed the issue. Please check, it is working now.

We noticed that the latest version of Aspose.Words Cloud has some issue with old pricing plans. So we reverted it to the previous version. We will fix this issue before the releasing next version of Aspose.Words Cloud API