[Urgent] Aspose on premise down | Prod down

Aspose.Words Cloud Product Family
1

Please help asap. We are getting this error.

  • Failed to initialize metered license for Aspose.Words
    System.InvalidOperationException: Authentication failed.
    at w.Fu(Object d)
    at w.ou(Object d)
    at w.Xr(w d, B v)
    at w.Ng()
    at w.hm(Boolean d)
    at w.Fu(Object d)
    at w.ou(Object d)
    at w.mg()
    at w.Eg(Object d, UInt32 v)
    at w.hm(Boolean d)
    at w.Uu(Object[] d, Type[] v, Type[] c, Object[] t)
    at w.Mu(Stream d, String v, Object[] c, Type[] t, Type[] n, Object[] B)
    at w.Xu(Stream d, String v, Object[] c)
    at w.Ju(Stream d, String v, Object[] c)
    at Aspose.Words.Metered.SetMeteredKey(String publicKey, String privateKey)
    at Aspose.Words.Cloud.LicenseInitializer.InitMeteredLicense(String , String)
2

@rajatdpw

It seems you are encountering an issue with initializing the metered license for Aspose.Words, resulting in an “Authentication failed” error. This can occur if the license keys are not set up correctly or if there is a mismatch between the license type and the API being used.

Here are some steps you can take to troubleshoot and resolve the issue:

  1. Verify License Keys: Ensure that you are using the correct public and private keys for the Aspose.Words Cloud API. The metered licenses for on-premise APIs and cloud APIs are different, so make sure you are using the appropriate keys for the cloud version.

  2. Environment Variables: If you are running the Aspose.Words Docker container, ensure that you have set the environment variables correctly. You should set:

    • LicensePublicKey to your public key
    • LicensePrivateKey to your private key
    • User and Password for authentication, which should correspond to your Client ID and Client Secret.

  3. Authorization Header: If you are using the authorization header, make sure that the User and Password variables are set correctly. The URL to obtain the token is typically /connect/token.

  4. Trial Mode: If the license parameters are omitted, the application will run in trial mode, which may lead to limitations. Ensure that the license parameters are included to avoid this.

  5. Logs and Debugging: Check the logs for any additional error messages that might provide more context on the failure. This can help in diagnosing the issue further.

If you continue to experience issues after verifying these settings, consider reaching out for further assistance by sharing your public and private keys through a private message for a more in-depth investigation.

If you have any more questions or need further assistance, feel free to ask!

3

}root@document-service-backend-55df485d99-6wmrf:/usr/src/app/backend# curl --location 'http://aspose-words-cloud.document-service-backend.svc.cluster.local/v4.0/words/info’

{

“Name”: “Aspose.Words Cloud API”,

“Version”: “24.12.0”,

“RequestId”: “fa26c4bf-6e1a-49e1-912d-b6b066f20651”

}

This is creating a huge impact in our services. Please fix this asap as we are highlighting this multiple times and it is recurring again and again

4

We are looking into this issue.
Sorry for the inconvenience.

5

We are experiencing the same problem, so it appears it is a global outage?

1 Like
6

Yes. Sometimes we face a connect issue and other times, we are seeing red marks in files as shown below:

image.png (236.6 KB)

7

Something happened in the cluster. The admin team is working on it.

8

image.jpg (92.2 KB)

image.jpg (111.1 KB)

Looks like a major outage as can be seen in the portal

9

FWIW, I downgraded to 24.10 and it works again.
That, or the admin team already was able to intervene.

10

Downgrade won’t help as it contacts the same billing server that experienced problems; as I see, the dashboard is back, and the entire server is UP again.

1 Like
11

Working for us as well. Thanks for quick resolution. If possible, please share RCA with us as business would be asking for it

12

We also encountered this issue. This is happening far too frequently and has a significant detrimental impact on our business’ reputation. What is being done to rectify this issue permanently?

1 Like
13

Yesterday, there was a cluster issue that we couldn’t predict. Later that night, most of the billing services were migrated to a new cluster, and for now, it seems stable. I asked the admin team about the possibility of new failures, and if migration is completed, they told me that the most challenging part is over, and they put all their efforts into making it as stable as before.

14

Is there a way to send the billing information in async fashion rather that making it a part of the critical transaction flow ? This has caused serious issues in our production and we are being forced to think about moving out of aspose to a different vendor. Please let us know your approach to fix this issue permanently.

15

Also, can you please share the SLA for availability of the paid APIs ? And the SLA for issue resolution for the apid support ?

16

I can’t answer all these questions, but I will pass them on to someone who can.