Free Support Forum - groupdocs.com

Conversion error codes


#1

We recently received an error code 2 without much further information. Where is there a list of the error codes and what they mean?


#2
Hello,

Thank you for your inquiry.

Could you please share more details about your issue :

- where you tried to convert? In the GroupDocs Apps (dashboard) or via our API (SDK)? If you use API then please share with as code example.
- which type of file you tried to convert and to which type ?
- when this issue happened(approximate time) and we will check the logs for your account.

Also will be very useful if you share with us the file example that you tread to convert and it failed.

Please come back to us with these details and we will be glad to help you.

-------

Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#3

We’re using the api (via your php sdk). This just started occurring and is occurring more frequently - perhaps a new release went out? Its occuring with both doc->docx conversions and docx->pdf conversions.

I can share the file if given an email address to send to.

2 times where the error was reported

jobid: 1400519 October 1, 2015 5:06 AM UTC
jobid: 1400558 October 1, 2015 5:26 AM UTC

The conversion

$convertResponse = $this->asyncApi->Convert($this->clientId, $guid, null, $name, null, null, $type);

And where we’re seeing the error

if (is_array($jobInfo->result->inputs) && $jobInfo->result->inputs[0]->outputs[0]->guid != “”) {
// There may be errors in the conversion even though it works
// If so, log so we can manually verify
if (is_array($jobInfo->result->inputs[0]->job_errors) &&
count($jobInfo->result->inputs[0]->job_errors) > 0) {
$this->logger->warning(sprintf(
‘Manually verify!! BaseGroupDocConverter converted file (WITH ERRORS) “%s” (JobId: %s) Errors: %s’,
$name,
$jobId,
print_r($jobInfo->result->inputs[0]->job_errors, true)
));
}



#4

Hello,


Thank you for the code example. We have checked your account balance and found out that you has 900 conversions used and your subscription plan allows only 900 conversions.

Please upgrade your plan to get more conversions per month or you can purchase some extra conversions. For more info please contact our sales sales@groupdocs.com

Best regards.



#5
  1. Why are the error codes not posted? Why isn't there further details in the message that payment plan was exceeded?
  2. http://groupdocs.com/cloud/pricing - clearly indicates that additional operations are billed at $0.15 / operation - why is this not automatically occurring?

#6

Furthermore operations seem to be working regardless. So perhaps you will be billing us? But surely that’s not an error in the conversion, but rather should be an additional non-error field that indicates # of conversion?


#7

Hello,


The number of conversions (used and allowed) you can see in your account settings .

As for the billing and why additional operations doesn’t occurred automatically - you should discuss with our sales, sorry I’m a technical support and all sales questions are out of my competence.

Best regards.

#8

We are still getting the error code 2 (and have credits) - just occurred.



#9
Hello,

Thank you for your inquiry.

We have checked your account with our Product team and found out that you spent all your credits for conversion operations. At this moment we have added the extra credits for you and now you can try to convert your files again.

Please come back to us with the results.

-------

Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#10

I think there’s a couple of issues that contributed to the misunderstanding:

  1. The newer for the the number of credits (top right dropdown) says 107 of 900 credits, whereas our conversion credits say 917 of 900.
  2. John from sales mentioned a 100 credit increase to our plan, which appears not to have been applied?
  3. There isn’t a date displayed anywhere to indicate when the billing cycle ends.

#11
Hello,

Currently we have added for your account 100 extra conversions and 100 extra credits . At this moment in top right drop-down of page the number of credits displayed incorrectly . We will fix the issue ASAP.

About your "billing cycle " question - when it will be coming to an end, then you will be notified by email. Also you can check when the period was started in "Payment" section on "Invoices" inset and if the product is billed monthly then the next bill should be in a month from the period start.

If you will have more questions please feel free to contact us.

-------

Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#12

http://apps.groupdocs.com/My/Settings#planusage is still showing 900 credits and we are still getting the error code 2.

It would be useful to have the billing cycle date on the api usage page (also, what time the new billing cycle begin as an invoice was generated today, however, we still appear to be on the previous billing period).


#13
Hello,

You still can see the 900 credits because at this moment our UI has some issues and can't include extra credits, but our Product team works on it, to fix the issue ASAP.

You got the error code 2 again, because you had used the extra conversions that we had given for you. Our Product team will work on providing better error responses with detailed information.

About new billing period - it should be updated today.

If you will have more questions please feel free to contact us.

-------

Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+