What are Delivery Issues?
A delivery issue is when an error occurs, preventing your completed form from submitting to one or multiple destinations.
Where to find Delivery Issues?
If you have any delivery problems, a red notification will display on your Management Console's Dashboard/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 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 amended each time a new error is brought to our attention by the support team, developers and users.
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
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.
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.
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
Please contact support@devicemagic.com
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
Please Follow the instructions in this article - https://docs.devicemagic.com/tips-tricks-and-troubleshooting/troubleshooting/how-to-fix-stuck-google-spreadsheet-submissions
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: #<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"
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
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"
Is this HTTP(s) destination? Server is rejecting as unauthorized. Check destination auth headers.
Net::OpenTimeout: execution expired
Is destination server running and responding in timely fashion?
Is this an HTTP(s) or SMTP Destination? Have you whitelisted the necessary IPs?
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
Something is blank, which we are performing an action on
Contact support@devicemagic.com
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.
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@devicemagic.com. 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@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. 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.
Contact support@devicemagic.com.
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.
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.
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 into, 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
Contact support@devicemagic.com
Signet::AuthorizationError: Authorization failed. Server message:
Remote server did not authorize client
Contact support@devicemagic.com
Trying to upload file with name DUNKIN_Site_Survey.Back_Office.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@devicemagic.com)
Other Useful Articles:
If your delivery issue is not listed above, please contact support for further assistance at support@devicemagic.com.