Timeouts with /v3.0/slides/file.pptx/fromhtml?folder=foldername

Aspose.Slides Cloud Product Family
1

As mentioned in the topic, sudden timeouts started to occur a couple of hours ago with the mentioned end-point.

There’s no response at all, just a complete request timeout.

2

@integrations,
Thank you for reporting this issue.

To help us investigate the timeouts, could you please provide the following information?

  • The approximate time (including the time zone) when the issue first occurred and the timestamps of a few failed requests.
  • A sample HTML file that reproduces the issue.
  • The code snippet or REST request used to call the endpoint, including the configured timeout.
  • Whether the issue occurs with all HTML files or only specific ones.

Please also let us know whether the issue is still occurring.

This information will help us investigate the problem further.

3

Also seeing this issue on /v3.0/slides/convert/Jpeg endpoint, first occurance was around 30 mins ago

4

I’ve also been seeing timeouts since about an hour ago on /slides/fonts, with several different slide decks.

5

@kchoppin, @AaronC81,
Thank you for the notes. I need some time to investigate the case. I will get back to you as soon as possible.

6

Minimal example with the JavaScript SDK:

import { createReadStream } from 'fs';

// Fill these out
const ASPOSE_CLIENT_ID = '...';
const ASPOSE_CLIENT_SECRET = '...';
const FILE_PATH = 'hello.pptx';

const slidesApi = new SlidesApi(ASPOSE_CLIENT_ID, ASPOSE_CLIENT_SECRET);

console.log('Reading fonts...');
const fonts = await slidesApi.getFontsOnline(createReadStream(FILE_PATH));
console.log(fonts);

Prints Reading fonts... and then hangs.

hello.pptx is a 32kB file created by exporting from Google Slides:
hello.pptx.zip (26.6 KB)

7

We are seeing similar issues in our instance, something is wrong with your APIs.

Since about 13:25 UTC today, none of our presentations have processed through the Slides Cloud API with 500 errors. That includes files that rendered fine yesterday. Your status page shows everything as operational.

What we’re seeing:

  • Rendering a slide from storage (POST /v3.0/slides/{name}/slides/{index}/png) never responds. Our requests hang until they time out, in some cases for 60 minutes.

  • Rendering a file sent in the request (POST /v3.0/slides/slides/1/png) fails within seconds with HTTP 500, “Reading the request body timed out due to data arriving too slowly”. This happens even with a 28 KB file.

  • Listing a presentation’s slides (GET /v3.0/slides/{name}/slides) hangs whenever the request includes the header your Node.js SDK always sends (x-aspose-client). Without that header it responds normally.

Authentication and file downloads from storage work fine.

Request IDs of the 500 errors:
e8050bc3-799d-43b5-a7bb-735151c761de
71177bce-cfb7-4610-bf2c-14fbc4d591aa
a2ef7e99-2372-4704-98fb-c99b5e9ba777

8

@integrations, @kchoppin, @AaronC81, @andreiermilov,
I have reproduced the issues you described. We apologize for any inconvenience caused.

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): SLIDESCLOUD-2147

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.

9

Thank you @andrey.potapov, would you be so kind and keep us updated so we know when to expect a resolution for this please?

10

@integrations,
Certainly. We will keep you updated in this thread and let you know as soon as we have any new information regarding the issue.

11

Any updates on this @andrey.potapov please?

12

@integrations,
Thank you for following up. Unfortunately, we do not have any new updates on this issue at the moment. We will keep you informed as soon as there is any progress.

13

The specific two endpoints which we use appear to be working again at the moment: getFontsOnline and setEmbeddedFontFromRequestOnline in the JavaScript library.

14

@AaronC81,
Thank you for the update. We are glad to hear that these two endpoints are working again.

We will continue tracking the issue under SLIDESCLOUD-2147 and will keep you informed once we have confirmation that the issue has been fully resolved.

15

@kchoppin, @integrations, @AaronC81, @andreiermilov,
We reproduced the issue and implemented a fix. However, during further testing, we found that the issue can still occur intermittently.

We are continuing to investigate the root cause and working on a complete resolution.

We apologize for the inconvenience and appreciate your patience.