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Delivery Issues

Delivery Issues

How to solve delivery problems in the Management Console
Xandy Strydom avatar
Written by Xandy Strydom
Updated over a week ago

What are Delivery Issues?

A delivery issue (also referred to as a delivery error or delivery problem) is an error occurs after a form is submitted, and prevents your completed submission from delivering to a specific destination.

Where to find Delivery Issues?

If you have any delivery problems, a red notification will display on your Management Console's Home page, after the page has fully loaded. Click on "view issues" and a new page displaying your issues will load.

How do I solve these issues?

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

Note: If you come across an error that is not yet on this list, please reach out to support@devicemagic.com.

Errors and Solutions:

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

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

  • This error usually resolves itself over time.

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.

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

  • This error occurs when an email address has been bouncing emails.

  • Contact support@devicemagic.com to remove the email from the Bounce list.

  • Please check that there are no typos in the email address.

EmailAddressError: EmailTransport with ID 123456 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.

  • Edit the submissions to contain a value for this field and click "Retry" on the delivery error.

Error Message: #<EmailAddressError: EmailTransport with ID 123456 has invalid address 'value' (showing first 123 characters)>

  • Issue: Trying to deliver to a 'value' that is not an email address.

  • Check Destination Settings "Destination Form Field".

  • This should only contain fields that will have an email address value.

  • Check article on how to use Destination Form fields.

  • Fix: Remove any Destination Form Fields in your Destination Settings, that will not produce email address values.

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.

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.

Error Message: #<Liquid::ArgumentError: Liquid error: Unknown operator _>

  • An if statement (usually in a custom template) is trying to use "_" (underscore) as an operator.

  • Usually due to an unwanted space in a field identifier. Remove the space.

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

GoogleDrive::Error: Response code 400 while uploading file:Malformed multipart body

  • Unsupported characters in the file name.

  • Make sure data used in the file name does not contain special characters such as quotation marks.

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.

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

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

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

Magick::ImageMagickError: no decode delegate for this image format `' @ error/blob.c/BlobToImage/364

  • Attempting to dispatch an unsupported file type to an Image field (i.e. .pdf, etc.)

  • Please contact support@devicemagic.com

Error Message: #<ActiveRecord::RecordInvalid: Validation failed: Name can't be blank>

  • The field used to create the Dispatch Name is blank.

  • Edit the Submission in the form's Device Magic Database, so that it contains a value for the field needed to populate the Dispatch Name. The field name can be found in your Dispatch Destination Settings.

Error Message: #<Excon::Error::Forbidden: Expected(200) <=> Actual(403 Forbidden)

  • Values being used in a Custom File Name may contain unwanted spaces before or after the value.

  • Punctuation used in these values/file name can also cause this issue.

  • Remove spaces and punctuation, then try and resend.

Net::HTTPServerException: 400 "Bad Request"

Net::HTTPFatalError: 500 "Internal Server Error"

Net::HTTPServerException: 404 "Not Found"

Net::HTTPServerException: 405 "Method Not Allowed"

  • Is this HTTP(s) destination? This error occurs when the web server is configured in a way that does not allow Device Magic to POST to it.

  • You may want to whitelist these IP addresses.

Net::HTTPServerException: 401 "Unauthorized"

Net::OpenTimeout: execution expired

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.

  • Username and password for the Destination were not accepted.

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

NoMethodError: undefined method `gsub' for nil:NilClass

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@devicemagic.com.

OAuth2::Error: invalid_grant: Invalid refresh token

  • Invalid refresh token.

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

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.

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

  • If you are a paying customer, check to see if your last payment has gone through and then contact support@devicemagic.com.

  • If you were a trial customer, your trial has ended.

RuntimeError: Missing endfor for 'for each' placeholder: {%for units_item in fields.Units%}>

  • Make sure you have included a for loop end for each for loop in your template

  • For more info and examples, please see this article.

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

  • If you are a paying customer, check to see if your last payment has gone through and then contact support@devicemagic.com.

  • If you were a trial customer, your trial has ended.

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

  • This means the destination the data is being sent to no longer exists (the destination was manually deleted).

  • Click the redirect button to send your submission data to a different destination.

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.

RuntimeError: Submission 39585346 has image identifiers in payload but is missing image data.

RuntimeError: Delivery contains invalid numbers:

  • This relates to a phone number field in your form that was entered wrong.

  • Edit the submission values to fix the issue.

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

RuntimeError: Error in {%for units_item in fields.Units%}..{%endfor%}: If start and end are in different containers for if {%for units_item in fields.Units%}>

  • This means that your For Loop statement has a start - end mismatch.

  • Please check your template to ensure these placeholders are correct.

  • For tables: The forloop start and for loop end will need to formatted to one of the following:
    - Both start and end in same cell.

    - Start in first column of row, end in last column of same row.

    - Both start and end outside of the table.

  • For more info and examples, please see this article.

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.

  • Remove any filtering from your Google Sheet and click "Retry" on delivery error.

  • If problem persists, contact support@devicemagic.com.

Signet::AuthorizationError: Authorization failed. Server message:

Trying to upload file with name Example.PNG for organization 12345 and Pending Submission 12345678 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@devicemagic.com).

Error Message: #<Google::Apis::RateLimitError: RESOURCE_EXHAUSTED

Failed to send using custom SMTP details. Please check them.

  • Check that the SMTP settings are correct.

Error Message: #<Net::SMTPFatalError: Failed to send using custom SMTP details. Please check them. 550 Stop! You are sending too fast

  • Check that the SMTP settings are correct.

  • If correct, check that your email service provider is not queuing/limiting the number of emails being processed.

Error Message: #<RuntimeError: Failing delivery due to delivery only partially succeeding.

  • Click "Retry" on the the Delivery Error.

  • If Google Sheet is very large, try moving some submission rows to another tab in the sheet.

  • If any filtering has been added to Google Sheet, remove all filtering.

  • If issue persists, please contact support@devicemagic.com.

Error Message: #<Errno::ENOTTY: Inappropriate ioctl for device>

  • Indicates that the Username and Password fields for a SFTP Destination have incorrect information or are out of date.

  • Enter/Re-enter username and password information into SFTP Destination and click update destination.

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

  • This type of issue usually refers to an issue with a placeholder in the Dispatch Destination. It could be an out-dated placeholder, a different form version's placeholder or a formatting issue.

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

  • This error can be caused by an empty submission value that is needed for a Destination Rule condition.

  • Instead of '<=' , other undefined methods could be any like the following: 'include?' , '>=' , 'start_with?' etc.

Error Message: #<OAuth2::Error: {"code"=>"invalidRequest", "message"=>"The provided name cannot contain any illegal characters."

  • One of the submission values used to generate the folder path contains a period "." character.

  • OneDrive does not support this character when creating folder names currently.

  • Edit your submission value to remove the period characters, and Retry the delivery error.

Error Message: #<StandardError: Organization SMS credit limit reached!>

  • You've reached your SMS credit limit for the month.

  • Retry the deliveries in the next month or contact support@devicemagic.com.

Error Message: #<IOError: closed stream>

  • Click "Retry" on the delivery error.

  • This issue should resolve itself in time.

Error Message: #<Format::PdfFormat::WordToPdfConversionError: Word to PDF converter request failed with with response 401 Unauthorized>

Error Message: #<RuntimeError: Sub Form 'Subform_Name' was not found in the form 'Form_Name'. Please check the form's dispatch destination placeholders for text containing: "subform.placeholder}}" and update as required.>

This issue typically occurs if there is a nested subform that was not active due to 'only-when' rules and the original submissions is being re-dispatched

  • Use the information in the error to find the placeholder for the subform in the dispatch destination

  • Note the placeholder/s from the nested sub-form

  • Delete the placeholder/s from the nested sub-form and save the destination

  • Retry the failed delivery

  • If the delivery works correct add all placeholders back to the destination

  • If the delivery fails again repeat the above steps with the placeholder information from the current error

Error Message: #<Sequel::DatabaseConnectionError: Mysql2::Error: Bad handshake>

  • The MySQL version is not supported.

  • Please migrated to a newer version of MySQL.

  • Our recommendation is MySQL version 5.7 or more.

  • The MySQL server should support connections encrypted using TLSv1.2 protocol.

  • Retry the delivery error after making adjustments.


Other Useful Articles:

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

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