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URGENT2: 503 server at capacity errors

We again receive 503 errors at our API calls, this time it was while I was debugging the cURL connection.

We are busy building in a time-out on the cURL request because the API service is not responsive for 330 seconds on some documents in the first place.

Please do something at the availability, we can not work with problems like this on a production environment.

See the image attached. The 503 in this example happens on the favicon request, but it is happening on every request. Just visit http://api.aspose.com/v1.1/words/

Now again, at this moment we again face 503 errors. We feel that this should get the highest priority, the API availability over the last days is really poor. After doing some minor testing the service just stops working.


We expect this forum to be a place where we should get updates on the process. Given that this is the only place where support is offered, we at least would like to have a reaction on what is happening.

Right now we do not have any clue what is going on, the service is not responding, we keep on finding bugs and keep on receiving errors, and also do not get any response over here.

Please elaborate on the way how support according to your standards is provided. We feel like it is far from optimal at the moment, and would like things to change so this collaboration in bug reporting + testing + fixing can be improved.

Hi Richard,

Please accept my apology for a delayed response. We normally treat such issues with high priority and this issue was already reported to our platform team however there was a delay in reponse to your forum thread. We will be more careful and try to reply the earliest possible in future. You can also leave a message to our live support whenever you report such issue.

The 503 errors issue has been logged as PLATFORM-470 with high priority and has also been escalated to management. We will update you as soon as this issue is fixed permanently or some decision has been taken by the management.

Regarding timeout errors, these are specific to certain documents. Some of your documents have a lot of pages (over 500) with complex structure and take a lot of time to split to images. This issue can take some time and you will be updated in the respective forum threads.

Best Regards,

Hi Muhammad,


The live support almost never is available at the moment that we need it. It is not possible to leave the live support a message about the high priority topics. We once were told that it is there 24/7, but couple of months ago we had a weekend that the service was down and we had to reach support via Facebook.

We did not get any 503 errors over the last couple of days of testing, but you did not leave a message that things should be fixed and we could do some testing again. So please be more careful in your communication, as you promised. What does “escalated to management” then mean?

Regarding “the timeouts on some documents” and “can take some time”, make sure you are more specific in your communication because this forum is a terrible way to communicate through and we have no clear status overview of what is pending and what is fixed and can be tested.

Our first logs about implementing this feature already are of June 2014, so this is taking way too long to implement. We are well aware of the fact that new features can be buggy and we are willing to help you guys with testing, but based on all the latest events it seems like there did not even happen some proper testing before.

Hi Richard,

The live support almost never is available at the moment that we need it. It is not possible to leave the live support a message about the high priority topics. We once were told that it is there 24/7, but couple of months ago we had a weekend that the service was down and we had to reach support via Facebook.

Although our sales team spends some time on live support during weekend also but it was never like 24/7 support. Live support can be unavailable during weekends and the incident you referenced was an example of that. It is just an option in case of emergency and we try our best to ensure maximum availability of live support but there is no guaranty that you will always get immediate response even during the weekend.

We did not get any 503 errors over the last couple of days of testing, but you did not leave a message that things should be fixed and we could do some testing again. So please be more careful in your communication, as you promised. What does "escalated to management" then mean?

Our product team has done a detailed investigation, however, we were not able to determine the exact issue. We will deploy some enhancements in next 24 hours which will help us catch such errors. You can resume your testing tomorrow and we will be able to catch this error if you notice it again.

Regarding "the timeouts on some documents" and "can take some time", make sure you are more specific in your communication because this forum is a terrible way to communicate through and we have no clear status overview of what is pending and what is fixed and can be tested.

I was talking about the most recent issues you have reported in past one month. Almost all of these issues have been resolved and hopefully you will see much better performance against these documents (reported in past one month) after 1.23.0 release of Aspose.Words for Cloud (expected to be live in next couple of days).

Our first logs about implementing this feature already are of June 2014, so this is taking way too long to implement. We are well aware of the fact that new features can be buggy and we are willing to help you guys with testing, but based on all the latest events it seems like there did not even happen some proper testing before.

Can you please share the issue ID you are referring to? We do not see any of your issues open since June 2014.

Best Regards,

The issues you have found earlier (filed as ) have been fixed in this update. This message was posted using BugNotificationTool from Downloads module by MuzammilKhan