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Delivery Issues

Delivery Issues

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

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

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

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: 401 "Unauthorized"

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

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

  • 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.

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

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

Signet::AuthorizationError: Authorization failed. Server message:

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.

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