Facing internal server errors on PDF Services API

Report · Oct 27, 2021

It seems that the Adobe API endpoint for converting DOCX to PDF files suddenly starting responding with ‘Internal Server Errors’ like the following at about 11:35 UTC yesterday (26 Oct):

ServiceApiException [message =An Internal Server Error has occurred.; transactionId=JThRBbTnKBb7sEWccpLnw2K9ZpQfaDsH, requestId = uTxjoJosgnxr9ZhRR4cY26baeJ6JKyai, httpStatusCode = 500, errorCode = INTERNAL_SERVER_ERROR]

We’re using the .NET Adobe.DocumentServices.PDFTools API client version 1.3.0

At about 15:16 UTC on 26 Oct we were able to stop the internal server errors by no longer setting the following options on the CreatePdfOperation:

CreatePDFOptions.WordOptionsBuilder().WithDocumentLanguage(targetLanguage.ToSupportedDocxDocumentLanguage()).WithCreateTaggedPDF(false).Build();

Could you help us understand why your service suddenly started responding with internal errors to all our DOCX to PDF conversion requests with these options set?

Also, in our metrics we see time periods where the conversions through the Adobe API are very slow, e.g. PDF to DOCX conversion around 07:30 UTC this morning. Is this a server resource problem on your side? Could you support us in getting better, more consistent performance out of the API?

Report · Dec 19, 2023

Ok, so if you DO save it to a file, and use that, does it help?

Report · Dec 19, 2023

No, It won't works for me. That is why I'm directly passing it to pdf service api.

Report · Dec 19, 2023

Right, but to be clear, saving as a file, OR using a stream, both of them fail? And do they fail in the same way? If so, you could send me the file to reproduce, right?

Report · Dec 19, 2023

Just now I tried with CreatePDFFromStaticHtml approach. there also I got same issue.

for tesing pupose I created html file and passed it to the pdf service api.

for your reference I added the static html content in doc file. just replace the index file in zip folder with update index file(relplace existing html code of index.html with html.docx content.)

Report · Dec 19, 2023

So a few things. The generated HTML is not valid, for example, I see a lot of <html> tags, and only one should exist per document. I'm not saying that's the issue, but the result is not a valid HTML page.

Secondly, while the input size is < 100 megs, it's still rather large, near 500 pages. I'll check with engineering, but I think the size is the issue.

Report · Dec 19, 2023

I believe 1st case is not an issue bcoz it's working in limited Page's

I'm getting memeorystream length as 2464693. Is it large?

But my doubt is earlier it's generated with same data. Later it's not till today.

Report · Dec 19, 2023

I can recreate it with your HTML and the API. One quick note, do not forget that this service requires a zip file. If you are streaming an HTML string to memory, it will not work. The API expects a zip file of the HTML content, unless you are using the external URL support. Anyway, going to pass the request ID to engineering to see if we can get more info on the issue.

As a warning, Adobe goes into shutdown this Friday till the 2nd of next year. If this is urgent, and if you are an Enterprise customer w/ paid technical support, you should reach out to that person.

Report · Dec 19, 2023

Yes for this approach I have zip file. I have some sample code downloaded while creation of credentials. I just replace the index.html file with my code.

Yes please fwd request I'd your engineering team. Will see if anything works?

At present I'm using free tier. If it is reach my expectations I'll plan for enterprise one.

Report · Dec 20, 2023

hello Raymond. Did you get any update from engineering team?

Report · Dec 20, 2023

They are looking into it. To set expectations, Adobe goes on a shutdown from Friday the 22nd to Jan 2.

Report · Dec 20, 2023

Ok thank you. If you got respose from team please post here asap.

Report · Dec 21, 2023

Hey Ratmond. Did you get any update from engineering team?

Report · Dec 21, 2023

Not yet.

Report · Jan 02, 2024

Hi Raymond, did you get any response from engineering team?

Report · Jan 02, 2024

Today also I got same error. An Internal Server Error has occurred.; requestId=821bd9e3-d860-4525-8835-dddb7b21b29f

Report · Jan 02, 2024

Not yet.

Report · Jan 03, 2024

Hey Raymond, Please update me once you got response from engineering team.

Report · Jan 10, 2024

Hi Raymond. Any update from engineering team?

Report · Jan 10, 2024

Nope.

Report · Dec 15, 2023

Same problem here since 3 days.

regulary error for conversion pdf to docx with

{"statusCode":502,"headers":{"Cache-Control":"no-store, must-revalidate, no-cache","Transfer-Encoding":"chunked","X-Request-ID":"7YtPdo2XI5yBOsjNsFFVR5MHL0SbR6Ck","Pragma":"no-cache","X-Content-Type-Options":"nosniff","Strict-Transport-Security":"max-age=31536000; includeSubdomains","x-robots-tag":"noindex,nofollow","Vary":"accept-encoding","Timing-Allow-Origin":"*","x-ms-apihub-cached-response":"true","x-ms-apihub-obo":"false","Date":"Fri, 15 Dec 2023 16:02:10 GMT","Content-Type":"application/json","Expires":"Thu, 01 Dec 1994 16:00:00 GMT"},"body":{"error":{"code":502,"source":"france-001.azure-apim.net","clientRequestId":"ae242d6e-edb6-457b-a4e9-ad99c432a034","message":"BadGateway","innerError":{"error":{"code":"INTERNAL_SERVER_ERROR","message":"There was an error processing your request."}}}}}

Report · Dec 15, 2023

Gregory, there is no need to post multiple times. I responded on your other thread.