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
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: #<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"
Is this HTTP(s) destination? Make sure server is accepting request that is being sent.
Additional: https://en.wikipedia.org/wiki/List_of_HTTP_status_codes
Net::HTTPFatalError: 500 "Internal Server Error"
Is this HTTP(s) destination? Make sure server works.
Additional: https://en.wikipedia.org/wiki/List_of_HTTP_status_codes
Net::HTTPServerException: 404 "Not Found"
Is this HTTP(s) destination? Make sure server has endpoint provided in destination settings.
Additional - https://en.wikipedia.org/wiki/List_of_HTTP_status_codes
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.
Additional: https://en.wikipedia.org/wiki/List_of_HTTP_status_codes
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.
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.
Contact support@devicemagic.com.
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:
Remote server did not authorize client.
Contact support@devicemagic.com.
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
Click "Retry" on the the Delivery Error.
If issue persists, please contact support@devicemagic.com.
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>
Retry delivery.
If does not go through after some time, please contact support@devicemagic.com.
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.