Our team and admins is still in the process of analyzing this issue. We apologize for the wait.
any update on this request?
I will check with the admin team if they find something helpful in resolving this issue.
any update on this request?
The admin team couldn’t find any issue on our side that could restrict access to our API, so another thing I can try is to check all the logs. Please share the client IDs that are experiencing that issue.
Here are list of Client IDs
0ce658ef-1586-4d6a-b8a5-5f5db1e1f8f3
e6623ae6-cc5d-4e85-be99-a32731aae49b
de10374b-22e6-4173-b724-020f08045398
Thank you for sharing the data, I will check the logs right away.
Any update on this?
I see in logs both successful and unsuccessful requests for these ids, and none of them are related to connection token api, all errors are about missed files on storage.
Hi,
Aspose version we were using v1.1 then the issue is coming.
Client Key: de10374b-22e6-4173-b724-020f08045398
Storage Key: 3b2555ad-fbb8-4e78-9e40-11c731bdc59d
The last error for this client was on 15 May, which was that the document was not in storage. Could you check on the dashboard if the file ContractNewa0hVy000006N6pFIAS at that location “9572/abbf8b52-c844-46b7-96c9-bfe8230aefb1/ContractNewa0hVy000006N6pFIAS” exists.
we are getting same error message now, can you check for this client
Client Key: de10374b-22e6-4173-b724-020f08045398
04:04:54.778 (25783535061)|EXCEPTION_THROWN|[96]|ahm.DataSourceException: ASPOSE File Upload Service Exception : DataSourceException:[]: ASPOSE Service Exception : System.CalloutException: Unable to tunnel through proxy. Proxy returns “HTTP/1.1 503 Service Unavailable”
Didn’t find that error in logs, may you share the IP of your service from where you sent the request, I will talk to the admin team to look in their logs
Can you check this IP ranges
10.244.7.1
10.244.7.0
10.244.6.1
10.244.6.0
thanks I shared them
We would like to get to the root cause of this issue as our Client Users are seeing the error every other day if not daily and are getting frustrated with the experience. Can you let us know if there is a way to isolate these clients that are seeing the errors so we can get to the root cause and come up with the solution. It could be something on our end too which is ok but would like your support to get to that finding(s). Let us know how we can assist. Thank you!
The IPs you sent seem to be cluster IPs, we can’t trace them at our end. So there should be a difference between users who get that error and those who don’t. I will contact our security team to check if there might be some false positives bans on some IPs
this was user IP address where it failed yesterday, can you ask your team to check [162.44.151.10]
sure, I will contact them.
Can you also check these user IP’s also 162.44.151.11. image attached
Screenshot 2025-05-22 225654.png (10.4 KB)