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.


#10

Hi @pavelteplitsky , there is a timeout when hitting the server at https://eu-apps.groupdocs.com/ , please advise , Is there an alternative server / endpoint we can use to access the app , there are documents critical for business required. Im in South Africa .

Thanks


#11

Hi @lrbz, We are sorry to hear that you have such issue. Please let me check and I will return to you ASAP.

Best regards.


#12

Hi Pavel, we have the same issue. Any urgent feedback would be appreciated. Clients unable to signed since 8pm yesterday. ie if the EU server cannot be up and running this afternoon please provide a different connection point US server maybe?


#13

Hi @mike7 , We work on resolving the issue, it will be fixed ASAP. Sorry for the inconvenience.

Best regards.


#14

Hi @mike7 and @lrbz, Could you please use this server https://apps.groupdocs.com until we fix the EU server.

Best regards.


#15

Hi @mike7 and @lrbz, We have started up the server and you can use https://eu-api.groupdocs.com/ and
https://eu-apps.groupdocs.com/ . Please feel free to contact us if any issues left.

Also can you please confirm that you really use the old files stored in your accounts storage. Because from the logs we can see next activity:

  • sign the documents,
  • download the signed documents
  • never access the signed documents after downloaded it.

Best regards.


#16

Hi Pavel,

You can delete the signed contracts stored. https://eu-apps.groupdocs.com/ keeps timing out - possibel under too much load now?

Which has more capacity:

https://eu-apps.groupdocs.com/ OR
https://apps.groupdocs.com/

We ned to recreate a few thousand contracts as fast as possible


#17

Hi Pavel,

We need your prompt assistance here - NOT POSSIBLE To sign - keeps timing out on both servers.

Been using Groupdocs since 2012 but this could literally put us out of business!

Mike


#18

Still cant sign.


#19

Hi @mike7, Sorry for the delay, I’m discussing this issue with our Server team and they checking the problem. I will notify you with the results ASAP.

Best regards


#20

Please keep us informed Pavel - we are quickly running out of time in a Friday before a long weekend. Clients were paid today and need to sign otherwise we will lose them.