/v4.0/words/convert intermittently fails with timeout errors

Aspose.Words Cloud Product Family
1

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.

2

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

3

@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?

4

Please share your client id, I will check the logs

5

here you are: caa1ee74-4e0d-4bc7-9a6e-c6cc5c17f198

6

Yes, I found these fails, inside it is still billing timeouts, I asked them to investigate the issue asap

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7

@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.

8

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?

9

Moreover, this forum returns 500 errors most of the time when I try to post anything. What’s going on with your infrastructure lately?

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10

I shared information with the billing team
I haven’t experience any issues with forum lately

11

@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.

12

I’ve run into the same issue several times as well but I’ve posted successfully after several tries.

13

There was a faulty vm in the cluster where billing is deployed, so they have moved the service to the other vm

14

@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?

15

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

16

It affects us. For some reason, self-hosted container can’t operate if billing api in the cloud is not available.

17

As I can see there is no issue with billing lately, but anyway I asked the billing team to provide more information

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