We have been seeing frequent timeout errors when sending PUT requests to /v4.0/words/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.
There were issues with billing service. You can find all the incidents at this link https://status.aspose.cloud/
As I can see now all the services are operational
@yaroslaw.ekimov thanks for reply!
We’ve checked the status page and we know its all operational
but it reproduces again with several different files at 2026-07-07T09:29:09.947Z and 2026-07-07T09:33:05.160Z.
can you investigate into them?
Please share your client id, I will check the logs
here you are: caa1ee74-4e0d-4bc7-9a6e-c6cc5c17f198
Yes, I found these fails, inside it is still billing timeouts, I asked them to investigate the issue asap
@yaroslaw.ekimov thanks for your investigation.
We’ve got a relief to know billing endpoints outage influences our error.
we’re looking forward to your further reports.
thanks.
FYI, we run a self-hosted Docker container that falls back to trial mode when it can’t reach the billing API. Is there a way to prevent this?
Moreover, this forum returns 500 errors most of the time when I try to post anything. What’s going on with your infrastructure lately?
I shared information with the billing team
I haven’t experience any issues with forum lately
@yaroslaw.ekimov This issue appears to have been resolved as of 2026-07-07 11:55 UTC, at least from my side even on Slides, Words and Cells. Thanks.
I’ve run into the same issue several times as well but I’ve posted successfully after several tries.
There was a faulty vm in the cluster where billing is deployed, so they have moved the service to the other vm
@yaroslaw.ekimov thanks for your report.
This sounds possibly related to another reply I saw:
we determined that the timeout errors stemmed from network instability during their recent infrastructure migration.
Is the infrastructure migration still ongoing?
If so, could you share the expected timeline and whether users should still expect intermittent timeout errors or other service instability?
MIgration probably is still ongoing, but for other services, not related to underlying services like billing and storage, so I hope their migration won’t affect product stability
It affects us. For some reason, self-hosted container can’t operate if billing api in the cloud is not available.
As I can see there is no issue with billing lately, but anyway I asked the billing team to provide more information
Hi @yaroslaw.ekimov and team,
Captura de ecrĂŁ 2026-08-24 114312.png (72.2 KB)
I’m hitting what looks like the same underlying issue, still happening as of today (24 Aug 2026) — well over a month after the last update in this thread. Wanted to check whether this is a resurgence of the same billing-service instability, or something new.
My case:
PUT /v4.0/words/{name}/saveAs (and Convert a File) consistently times out (~40s) when called through the Make.com Aspose connector.The pattern — official Swagger UI always works, every external tool/client fails in different ways — looks consistent with what was described here as a billing/infrastructure-side issue rather than anything client-side.
Could you confirm whether this is the same root cause, and whether there’s a current status/incident I should be tracking? This is currently blocking a production pipeline with a hard deadline, so any update — even “yes, known issue, ETA X” — would help a lot.
Thanks!
Captura de ecrĂŁ 2026-08-24 114312.png (72.2 KB)
@Edgar
right now I don’t see any issues with api work, please share client id, I will look into logs to find why it may happen.
Also if you can’t send request via generic HTTP call, maybe you have some issues using other things to connect to API, you may share the code you use, I also check it and share results
Hi @yaroslaw.ekimov,
Thanks for the quick reply!
Client ID: ff359ee4-8297-443f-979d-7aa0f3e635df
This specific attempt timed out with no response from Aspose at all (no requestId returned) — Make run started at 2026-08-24 11:37:56 (UTC+1), request would have been sent a few seconds into that 46s run.’
Requests I made (details, secret redacted):
ModuleTimeoutError POST https://api.aspose.cloud/connect/token
Content-Type: application/x-www-form-urlencoded
grant_type=client_credentials&client_id=<my_client_id>&client_secret=<redacted>
This succeeds and returns a valid token (verified token_type: Bearer, and the same token works when pasted manually into the Swagger UI).
Conversion request (fails with different symptoms each time — sometimes “Unauthorized / authorization data is incorrect”, sometimes an internal error decoding the token header):
PUT https://api.aspose.cloud/v4.0/words/relatorio_ViveirosEuroplantasLda.docx/saveAs
Authorization: Bearer <token from step above>
Content-Type: application/json
{ "SaveFormat": "pdf", "FileName": "relatorio_ViveirosEuroplantasLda.pdf" }
For comparison: the exact same request (same file, same body) works instantly via apireference.aspose.cloud (Swagger UI) — under 1 second, 200 response.
Also worth noting: I checked status.aspose.cloud and saw a history of repeated “api.aspose.cloud is down” incidents on 19 Aug and 23 Aug (several times each day, each lasting 5-15 min). I don’t know if that’s related, but the timing/pattern felt worth mentioning.
Happy to share more (scenario blueprint export, more timestamps) if useful.
Thanks for looking into this!