@tilal.ahmad, users are continuing to report the issue. This needs to be fixed. What are the next steps to resolve this issue?
As shared above, we have made some changes and are monitoring the situation; if required, we will increase the resource of service.
@tilal.ahmad, our day is just getting started and we are already seeing a large number of errors. Please increase capacity immediately!! This issue has been going on for over a week and is a major issue for our business. It needs to be resolved today.
We are sorry for the inconvenience caused. We are looking into the issue with high priority and will update you soon.
@tilal.ahmad, please provide an update as soon as you can. Our code hasn’t changed in 3+ years. Every couple months this issue comes up, usually for a day, but this time has been the worst by far. It has been a week. Something needs to be done to improve the reliability or capacity of this service.
@jnugent
We have opened the following new ticket(s) in our internal issue tracking system and will deliver their fixes according to the terms mentioned in Free Support Policies.
Issue ID(s): PDFCLOUD-4039
You can obtain Paid Support Services if you need support on a priority basis, along with the direct access to our Paid Support management team.
We have increased the number of pods and fine-tuned the memory consumption. Hopefully, it will improve the performance.
@tilal.ahmad, the number of errors decreased on Friday. It was a light day for us, so the true test will be Monday.
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@tilal.ahmad, the errors have started again this morning. Same issue we have been reporting.
If we paid for support, would that result in any change in how our requests are processed? The issue we are reporting appears to be performance related and I’m wondering if anything would change in that respect with paid support.
Apparently, paid support has nothing to do with the infrastructure. All cloud payment plans use the same infrastructure for API requests. However, I will double check and update you accordingly.
We are also still experiencing issues. Why is this happening so regularly? We had stable performance for years and only in the last 6 months we seem to get this issue every few weeks. I would gladly pay for a higher tier of plan/support if it guaranteed better performance, but now it seems if we pay for support we will just get a faster answer of “it’s a infrastructure issue and we are monitoring it”.
We apologize for any inconvenience experienced. We identified an issue with one of the SQL servers, causing instability in the storage service. The problem has been resolved.
Furthermore, we have shared your observations with the product team to investigate the changes in the last six months.
@tilal.ahmad, we are still seeing the errors again today.
I agree with @patrick_daly, comments that the reliability of this service is much worse now than it has ever been. We started with this service 3 years ago, our code hasn’t changed at all and this is an all-time low.
We have redeployed the Aspose.PDF cloud service for now. And as stated above, we are going through the changes of the last six months along with increasing the VMs.
@tilal.ahmad, our day is just getting started and I’m already seeing a few errors come in.
Note: this incident is now 14 days old! Ever other time we have reported this issue it has been resolved within a day or two.
We understand the severity of the issue. Our infrastructure team and product team are working on the fix with high priority. We have increased the number of VMs, and hopefully, if everything works as expected, we will release a new version of the API in a day. We appreciate your patience.
@tilal.ahmad, we are seeing a dramatic increase in the number of errors in the last 30 minutes. This needs to be addressed ASAP! Please escalate on your end immediately as a critical issue.
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