ERROR after Document Cloud Service Maintenance Update?

Question

It looks like the Document Cloud services was updated today (see status.adobe.com: https://status.adobe.com/products/503500/1440720)

We are now receiving the following error in PowerAutomate when trying to execute the "Generate document from Word template" Action:

{ "error": { "code": "UNKNOWN_ERROR", "message": "Unknown error while processing Image Tag.; transactionId=46b6de81-ac29-4524-b3bf-bf002966f61b" } }

No changes were made to the process or template.

Please advise on how to correct this as we have urgent processes leveraging this feature.

Thank you.

Steven C. Wong · Accepted Answer

RESOLVED.

In our JSON file, we reference an image via HTTP to a Microsoft Thumbnail service. It seems that this thumbnail service is now responding extremly slow or timing out. As a result i would assume the Adobe Document Generator results in the "Unknown error while processing Image Tag".

We have turned off the switch in PowerAutomate to use thumbnails, but rather the actual binary data of the image, and the reports are being produced again.

Thanks

RealTime38638572wt1f · Answer

Hello @Raymond Camden,

We have been running the same PowerAutomate process since the last time i posted this. This friday, we have the exact same error occur again. We downloaded the JSON file that was being merged and set it in Word via the Adobe Document add-in and generated the PDF without issue, however, repeat attempts using the PowerAutomate service resulted in the same error.

Trying again this morning via the PowerAutomate service and it worked without issue. This leads me to think there was something down with the back-end Adobe Service. Is there a way to force a change to the cloud server or how can we escalate to Support Adobe cloud issues should this happen again in the future? We were thankfully able to by-pass this cloud error by using Word with the Add-in but this would not be feasable when we scale out the solution.

Thanks

S.

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