Https://eu-api.groupdocs.com giving 503 server error


#1

https://eu-api.groupdocs.com is showing as down with a server 503 error when we attempt to download, view or list files. When attempting to log in to webside viewer (https://eu-apps.groupdocs.com/sign-in?ReturnUrl=%2F) same error is given and we cannot log in. First reported as down at 13:55 today with no uptime since.

Viewer for files (https://eu-apps.groupdocs.com//document-viewer/Embed/[[GUID]]) returns GroupDocs message “Sorry, an error occured while processing the request.” on all files. Please resolve or advise ASAP

Kind regards
TDS


#2

Confirmed this issue appears to have been resolved at 15:40 today. If you can provide any insight as to what happened with the service or any assurances about preventing a repeat occurrence that would be most appreciated

Kind regards
V+


#3

Hi @steven We are sorry that you have faced with such issue. We will do all our best to prevent a repetition of such issues.

Best regards.


#4

Same problem has happened again today further to Steven’s posting and again no explanation as to why?!

https://eu-api.groupdocs.com is showing as down with a server 503 error when we attempt to download, view or list files. When attempting to log in to webside viewer (https://eu-apps.groupdocs.com/sign-in?ReturnUrl=%2F1) same error is given and we cannot log in. First reported as down at 4:55 today

Viewer for files (https://eu-apps.groupdocs.com//document-viewer/Embed/[[GUID]]) returns GroupDocs message “Sorry, an error occured while processing the request.” on all files. Please resolve or advise ASAP


#5

Hi @mindrya Thank you for rising the issue. I have checked the issue and all works fine. Looks like the server was busy with a lot of requests. We will investigate servers performance logs and resolve the issue.

Sorry for the inconvenience.


#6

Thanks @pavelteplitsky we confirmed that the server was back up at 6pm local time on 2nd Jan, so was down for an hour in total. I’ve checked all the load logs from our end and cannot see any spike in usage around that time - the load was actually less than normal with only 2-4 users on the system during any given 5 minute period for the hour preceding the downtime ( response time was hovering around 0.4 - 0.7 seconds, average response time in the past 24 hours is 0.68 seconds) so presumably any additional load on the server is coming from another source.

If you can let us know once your investigation is complete what is causing these failures and if the problem has been resolved that would be very much appreciated

Kind regards
Steve


#7

Hi @steven Thank you for your information about your workload. Yes, you are right our server was loaded with the total number of requests from different sources / users.

When we will finish investigation of this issue - I will notify you here.

Best regards.


#8

Morning Pavelteplitsky

Have you finished your investigation as there was a another blip yesterday?

Kind regards

Alison


#9

Hi @mindrya We have finished with fixes. All should work well.

Best regards.