What are Delivery Issues?

A delivery issue is when an error occurs, preventing your completed form from submitting to one or multiple destinations.

How do I solve these errors?

Below is a list with errors and solutions to help you solve these issue. This list is supplied as a "self-help" method.

NOTE: This list is ongoing and will be emended each time a new error is brought to our attention by the support team, developers and users.

Errors and Solutions:

Net::HTTPServerException: 400 "Bad Request"

  • Is this HTTP(s) destination? Make sure server is accepting request that is being sent.

Net::HTTPFatalError: 500 "Internal Server Error"

  • Is this HTTP(s) destination? Make sure server works

Net::HTTPServerException: 404 "Not Found"

  • Is this HTTP(s) destination? Make sure server has endpoint provided in destination settings

EmailAddressError: EmailTransport with ID 931805 has address 'myemail@domain.com’ on Email::AmazonSESEmailService bounce list

  • Contact Support

RuntimeError: Pdf format is not allowed on a free plan. Please upgrade to get access to this feature.

  • You have a destination that is not available on the free version on the software. If you are a paying customer, check to see if your last payment has gone through and then contact support. If you were a trial customer, your trial has ended.

RuntimeError: Sms transport is not allowed on a free plan. Please upgrade to get access to this feature.

  • You have a destination that is not available on the free version on the software. If you are a paying customer, check to see if your last payment has gone through and then contact support. If you were a trial customer, your trial has ended.

Net::OpenTimeout: execution expired

  • Is destination server running and responding in timely fashion?

Errno::ECONNREFUSED: Failed to open TCP connection to 197.81.199.35:4002 (Connection refused - connect(2) for "197.81.199.35" port 4002)

  • Can’t find destination server running at specified URL + port
  • Is this HTTP(s) destination? Make sure server has endpoint provided in destination settings and that it accepts requests on provided port.

Net::HTTPServerException: 401 "Unauthorized"

  • Is this HTTP(s) destination? Server is rejecting as unauthorized. Check destination auth headers.

RuntimeError: Destination no longer exists. This error is permanent. Please redirect the job.

  • This means the destination the data needs to go to, no londer exists. Clict the redirect button to send your submission data to a different destination.

EmailAddressError: EmailTransport with ID 149527 has empty address list

  • This means you have an email address field in your form and when the form was submitted, it had no value.

GoogleDrive::DriveHelper::BlankFolderError: Error creating folder path ' /DeviceMagic/'. Tried to create a blank folder in folder path '/DeviceMagic'. Please check your folder path or repair the submission.

  • Some part of folder/file name is empty
  • Make sure folder name is valid and contains no empty placeholders

RuntimeError: Connection no longer exists. This error is permanent. Please redirect the job.

  • Connections in general no longer exists. Please click on redirect to send your submission data to a different destination.

GoogleSpreadsheet::GoogleSpreadsheetError: Old Google Spreadsheet connections are being discontinued by Google. Please visit https://devicemagic.zendesk.com/hc/en-us/articles/204201708 to see how to upgrade to a Google Spreadsheet Destination - Error message: GData::Client::AuthorizationError - request error 401: HTML

GoogleDrive::DriveHelper::BlankFolderError: Error creating folder path 'Device Magic/Standard Field/Programs/{{fields.Program_Name}}/{{form_name}}'. Tried to create a blank folder in folder path 'Device Magic/Standard Field/Programs//Doc_ SOAR'. Please check your folder path or repair the submission.

  • Some part of folder/file name is empty
  • Make sure folder name is valid and contains no empty placeholders

RuntimeError: For loop start and end mismatch - start is in table row but no end: {% for Sfoto in fields.Photos %}

  • This means that your For Loop statement has a start - end mismatch. Please check your template to ensure these placeholders are correct

OAuth2::Error: invalid_grant: Invalid refresh token

  • Invalid refresh token
  • Re-auth whatever destination/provider is causing this.

Net::SMTPFatalError: Device Magic failed to send the email. 554 Message rejected: Stream is more than 10485760 bytes long. 

  • Is this custom SMTP details?
  • Message/attachments too big for email provider

Net::SMTPAuthenticationError: Failed to send using custom SMTP details. Please check them. 535-5.7.8 Username and Password not accepted.

  • Always ensure that you manually type these details in as copy and paste has been known to cause errors

Signet::AuthorizationError: Authorization failed. Server message:

  • Remote server did not authorize client
  • Contact support

NoMethodError: undefined method `gsub' for nil:NilClass

  • Something is blank, which we are performing an action on
  • Contact support

DestinationDelivery::DestinationBusyError: Destination delivery 34970898 is currently delivering. Retry later.

  • This means the destination is busy but the submission will keep retrying

DropboxAuthError: User is not authenticated.

  • Please remove your Dropbox account and re-add it. Please ensure that your username/password is correct and follow the instructions.

 Errno::ETIMEDOUT: Connection timed out - connect(2) for "115.112.206.109" port 22

  • Can’t find destination server running at specified URL + port
  • Is this HTTP(s) destination? Make sure server has endpoint provided in destination settings and that it accepts requests on provided port.

GoogleDrive::ResponseCodeError: Response code 400 for put https://spreadsheets.google.com/feeds/worksheets/15DhcBQMy38x4uX6GNU2vrncIKAJ2uL_BfqK1_VRKX9w/private/full/oftup64: [Line 5, Column 43, element gs:colCount] The count must be specified.

  • Contact support

RuntimeError: Delivery contains invalid numbers: 8655839055

  • This relates to a phone number field in your form that was entered wrong. Please click on edit submission values to fix the issue.

GoogleDrive::Error: Response code 403 while uploading file:{

  • Contact support

RuntimeError: Failing delivery due to delivery only partially succeeding. Expected 4792, got 4786. Rolling back and retrying later.

  • Delivery expected not equal to delivery delivered
  • Contact support

Trying to upload file with name DUNKIN_Site_Survey.Back_Office_Electronic_Equip_View.PNG for organization 96905 and Pending Submission 20486462 but file_name already exists with different data. Please use force_upload to upload it anyway or overwrite to replace the data.

  • Trying to upload image with same name but different data (Is this Zapier?)
  • Retry (if persists, contact support)

OnlyOneRefresher::RefreshBlockError: Only one delivery can refresh the Account token at a time. Please retry in a few minutes.

  • Trying to refresh token, but already being refreshed
  • Wait, retry later.

Format::PdfFormat::WordToPdfConversionError: Conversion from Word to PDF failed with with error 'Conversion error. Internal exception

  • Please contact support

If your delivery issue is not listed above, please contact support for further assistance.

Error Message: #<NoMethodError: undefined method `-' for nil:NilClass>

  • This is usually a mistake on the template with one of your FOR loops or IF statement, where the % sign is at the beginning or the end of the statement is missing.
  • If you cannot find the problem, please contact support.
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