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[URGENT] Unexpected error response: 401 (Authentication failed)

From 31/10/2020 (yesterday) at 18:00 UTC we are getting the following error response:
Aspose Error - Request failed. Response code: 401. Response body: {“Message”=>“Authentication failed!”}
Nothing changed on our backend… can you please assist us to understand the reason?
Please give it a high priority, as its impairing production.

Thank you,

Also, can you please provide us privately our usage for the last 24 hours ? the success count and the failed requests count ?
thank you


We are sorry for the inconvenience. Actually, we have updated to a new authentication system and the new one is case sensitive for Client Ids while the previous one was case insensitive. You are using lowercase Client Id, whereas DB had uppercase. So we have updated the DB. Now your existing code should work as excepted. If you still face any issue please let us know.

Sure, we will share the usage details with you shortly.

Thank you for your response. I can confirm from our side that there are no failures now.

For the next time - can you please inform us when you do major changes in your backend ?

Thank you


Thanks for the confirmation.

I have escalated the issue and we will also ensure to take care of all aspects while making any changes to the aspose cloud services.

We have a similar issue.
We are checking the suggested “case” usage at our end, but would appreciate confirmation at your end.

Can you confirm this is the reason that “MyUsage” is empty

We are facing the same issue. Getting 401 unauthorized. Can you please fix this for us?
Nothing has changed on our end.

@it_tidyinternational, @murtak

We apologize for the inconvenience. We are investigating the issue and will update you shortly.

We are also having issues.

mail_merge params {'template_name': u'sme_print.docx', 'out_file_name': u'/var/www/aspose/output/updated-dd17034c-bea1-4d98-9b93-5b4c36a12824-sme_print.docx', 'xml_file_name': u'/var/www/temp/1bdd81c0-4dde-4edf-9d02-5aa0c5c5b864-2020-11-02-01-13-50.xml', 'e': ApiException(), 'dest_file_name': u'updated-dd17034c-bea1-4d98-9b93-5b4c36a12824-sme_print.docx'}
Traceback (most recent call last):
  File "/var/www/venv-aspose-27/local/lib/python2.7/dist-packages/rq/", line 700, in perform_job
    rv = job.perform()
  File "/var/www/venv-aspose-27/local/lib/python2.7/dist-packages/rq/", line 500, in perform
    self._result = self.func(*self.args, **self.kwargs)
  File "./", line 80, in do_aspose_job
  File "./", line 235, in mail_merge
    raise Exception(message)
Exception: Aspose PostExecuteTemplate ApiException:, Code: 401
Message: {"Message":"Authentication failed!"}

@it_tidyinternational, @murtak, @Travel_Analytics_Administrator

Thanks for your patience. As stated above, the new authentication system is case sensitive, which caused the problem in your case. We have fixed the issue, updated Client Id value in DB, so please keep using lowercase Client Id.

1 Like


We have released a new UI of dashboard. You should be able to view/extract your usage logs now. If you still face any issue then please let us know.