We have been seeing frequent timeout errors when sending PUT requests to /v3.0/cells/convert .
This started occurring intermittently around 12:45 on July 6. Since then, the endpoint has been timing out quite often.
Could you advise on how we can mitigate or resolve this issue? Also, please let us know if there are any known incidents or recommended retry/backoff settings for this endpoint.
We have received your report and are currently investigating the issue. We will update you shortly with our findings.
After testing, the API you mentioned is working correctly. Could you please provide more details about your environment and usage scenario? We will continue to investigate and update you if we find any issues.
can you check the normality again? it fails intermittently.
@VideoStep Please provide your customer ID. We will search for call details in our system, analyze them, and provide you with a satisfactory response.
@VideoStep Thank you for the information. We will first check and analyze based on your Client ID, and at the same time, do the same test to see if we can reproduce the issue you mentioned.
@xuejianzhang thanks.
I’ve reproduced the error again at 2026-07-07T09:22:39.192Z with an excel file of 11KB on its size
@xuejianzhang it looks we can’t attach the xlsx file here because this form prevents.
we’ve reproduced the error again at 2026-07-07T09:50:27.151 with a xlsx file just downloaded from Google Spreadsheet blank template.
it looks the other requests failure to the endpoint /v4.0/words/convert from our same product is caused by billing timeouts
@VideoStep Yes, we have asked them about the cause of the problem, and we will get back to you as soon as there is any progress.