Troubleshooting
When ReportingCloud doesn't do what you expect, what you see usually points to the cause: a request that the Web API refuses, a quota that is used up, a merged document that looks wrong. Troubleshooting is organized by these symptoms. Each page shows the status codes and messages of the Web API as a response or an SDK exception carries them, explains why they occur and lists the steps that fix them.
Find the Right Page
| If you see | Read |
|---|---|
Status 500 with {"Message":"An error has occurred."} | Authentication |
403 with Invalid username/password combination or invalid APIKey for every request | Authentication |
| 403 for a request with Basic authentication | Authentication |
| A PHP exception about missing credentials | Authentication |
403 for document requests while GET /v1/account/settings returns 200 | Quotas and Limits |
403 with the HTML page HTTP Error 403.501 - Forbidden | Quotas and Limits |
| 403 when you upload a template | Quotas and Limits |
| 403 for spell checking requests | Quotas and Limits |
403 with Setting is not supported in this license for returnFormat=PDFA | Quotas and Limits |
| A request that runs for a minute and returns no document | Quotas and Limits |
| A watermark in the created documents | Quotas and Limits |
| 400 Bad Request | Templates and Merging |
| 404 Not Found or 405 Method Not Allowed | Errors and Status Codes |
| Empty fields, missing blocks or images in a merged document | Templates and Merging |
| Dates or amounts in the wrong format, HTML tags that aren't applied | Templates and Merging |
| One document where you expected several, or a saved file that doesn't open | Templates and Merging |
| A service that doesn't answer, or a problem none of the pages solves | Getting Support |
Collect the Evidence First
- The status code and the body.
curl -iprints the status line and the response headers before the body. The reference page of each endpoint lists its error responses, and Errors and Status Codes summarizes them. - The exception of your SDK. The .NET SDK puts the body of the response into the message of its exception, and the PHP SDK the status code into the exception code. Handle Errors in the SDKs names the exception classes.
- The account settings. GET /v1/account/settings shows whether the service accepts your credentials, and how much of each quota is used. See Test the Credentials on Their Own.
- The portal. Manage Account shows the quota settings and the API keys, and Statistics the quota usage per month. The Transaction Monitor lists each transaction of the current month with the API key that sent it.
- The status page. status.reporting.cloud shows whether the Web API, the portal and the backend are available, and lists reported incidents.
Where to Start
- A first request fails: Authentication, then Templates and Merging once
GET /v1/account/settingsreturns 200. - Requests that used to work return 403: Quotas and Limits, unless the body reads
Invalid username/password combination or invalid APIKey, which points to Authentication. - The document arrives but looks wrong: Templates and Merging.
- Nothing answers, or nothing helps: the status page, then Getting Support.
Pages in This Section
- Authentication: requests without credentials, refused API keys and Basic credentials, the credential errors of the PHP SDK.
- Quotas and Limits: the document, spell checking and template storage quotas, the limit of two concurrent merge requests, the web server's limit per IP address, the 60-second limit, watermarks and the restrictions of the trial.
- Templates and Merging: 400 responses, empty fields, missing blocks and images, formats of dates and currency values, HTML in field data and the documents a merge returns.
- Getting Support: the status page, support cases with Text Control and the community on Slack.