# Troubleshooting > Trace a failing ReportingCloud request from its status code: 500 without credentials, 403 for refused keys or quotas, 400 Bad Request or a wrong merge result. - **Product:** ReportingCloud - **Section:** Documentation - **Kind:** Topic - **Path:** ReportingCloud > Troubleshooting - **1318 words** - **Web URL:** https://docs.textcontrol.com/reporting-cloud/troubleshooting/ - **LLMs URL:** https://docs.textcontrol.com/reporting-cloud/troubleshooting/llms.txt - **LLMs-Full URL:** https://docs.textcontrol.com/reporting-cloud/troubleshooting/llms-full.txt --- 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](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/#a-request-without-credentials-returns-500) | | 403 with `Invalid username/password combination or invalid APIKey` for every request | [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/#requests-return-403-forbidden) | | 403 for a request with Basic authentication | [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/#basic-authentication-fails) | | A PHP exception about missing credentials | [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/#the-php-sdk-reports-missing-credentials) | | 403 for document requests while `GET /v1/account/settings` returns 200 | [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/llms-full.txt) | | 403 with the HTML page `HTTP Error 403.501 - Forbidden` | [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/#a-request-returns-an-html-403-page) | | 403 when you upload a template | [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/#the-template-storage-is-full) | | 403 for spell checking requests | [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/#spell-checking-requests-return-403) | | 403 with `Setting is not supported in this license` for `returnFormat=PDFA` | [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/#the-trial-doesn-t-create-pdf-a) | | A request that runs for a minute and returns no document | [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/#a-request-is-canceled-after-60-seconds) | | A watermark in the created documents | [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/#documents-have-a-watermark) | | 400 Bad Request | [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/#the-request-returns-400-bad-request) | | 404 Not Found or 405 Method Not Allowed | [Errors and Status Codes](https://docs.textcontrol.com/reporting-cloud/document-processing/errors/#wrong-address-method-length-or-content-type) | | Empty fields, missing blocks or images in a merged document | [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/#fields-are-empty-in-the-document) | | Dates or amounts in the wrong format, HTML tags that aren't applied | [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/#dates-and-currency-values-have-the-wrong-format) | | One document where you expected several, or a saved file that doesn't open | [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/#the-number-of-documents-isn-t-what-you-expect) | | A service that doesn't answer, or a problem none of the pages solves | [Getting Support](https://docs.textcontrol.com/reporting-cloud/troubleshooting/support/llms-full.txt) | ### Collect the Evidence First - **The status code and the body.** `curl -i` prints 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](https://docs.textcontrol.com/reporting-cloud/document-processing/errors/llms-full.txt) 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](https://docs.textcontrol.com/reporting-cloud/document-processing/errors/#handle-errors-in-the-sdks) names the exception classes. - **The account settings.** [GET /v1/account/settings](https://docs.textcontrol.com/reporting-cloud/reference/web-api/account/settings/get/llms-full.txt) shows whether the service accepts your credentials, and how much of each quota is used. See [Test the Credentials on Their Own](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/#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](https://status.reporting.cloud) shows whether the Web API, the portal and the backend are available, and lists reported incidents. ### Where to Start 1. **A first request fails:** [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/llms-full.txt), then [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/llms-full.txt) once `GET /v1/account/settings` returns 200. 2. **Requests that used to work return 403:** [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/llms-full.txt), unless the body reads `Invalid username/password combination or invalid APIKey`, which points to [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/#requests-return-403-forbidden). 3. **The document arrives but looks wrong:** [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/llms-full.txt). 4. **Nothing answers, or nothing helps:** the status page, then [Getting Support](https://docs.textcontrol.com/reporting-cloud/troubleshooting/support/llms-full.txt). ### Pages in This Section - [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/llms-full.txt): requests without credentials, refused API keys and Basic credentials, the credential errors of the PHP SDK. - [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/llms-full.txt): 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](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/llms-full.txt): 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](https://docs.textcontrol.com/reporting-cloud/troubleshooting/support/llms-full.txt): the status page, support cases with Text Control and the community on Slack. --- ## In This Section - [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/llms-full.txt): Fix requests that return 500 without credentials or 403 Forbidden: the API key header, deleted keys, Base64 encoding of Basic credentials and PHP SDK errors. - [Templates and Merging](https://docs.textcontrol.com/reporting-cloud/troubleshooting/mail-merge/llms-full.txt): Fix 400 Bad Request, templates that aren't found, empty merge fields, missing blocks and images, wrong culture formats and mergeHtml in merged documents. - [Quotas and Limits](https://docs.textcontrol.com/reporting-cloud/troubleshooting/quotas-limits/llms-full.txt): Fix 403 responses from used-up document, spell checking or template storage quotas and concurrent merges, plus 60-second timeouts, watermarks and trial limits. - [Getting Support](https://docs.textcontrol.com/reporting-cloud/troubleshooting/support/llms-full.txt): Check status.reporting.cloud, open a ReportingCloud support case with Text Control, describe the failing request and join the community workspace on Slack. --- ## Nearby - **Previous:** [Ruby](https://docs.textcontrol.com/reporting-cloud/sdks/ruby/llms-full.txt) - **Next:** [Authentication](https://docs.textcontrol.com/reporting-cloud/troubleshooting/authentication/llms-full.txt)