HIPAA: TimeoutError when downloading submission as PDF

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    RMWL
    Asked on September 05, 2019 at 11:07 PM

    I went to my submissions and wanted to download a report/PDF on one of the submissions. When i tired to i got this error message:  


    {"responseCode":500,"message":"Error while creating submission PDF. PDF Details: {\"error\":{\"name\":\"TimeoutError\"},\"message\":\"PDF encountered with error\"}<<<<>>>>{\"username\":\"RMWL\",\"formID\":\"92465065346158\",\"euOnly\":\"0\",\"hipaa\":\"1\",\"isForm\":null,\"pdfName\":\"4435463568916259345\",\"pdfPassword\":null,\"isView\":\"0\",\"liteMode\":\"0\",\"accountType\":\"SILVER\",\"isDebug\":\"0\",\"format\":\"A4\",\"submissionID\":\"4435463568916259345\",\"templateID\":\"1092476602314051\"}","content":[],"duration":"32645ms"}

    1567739096Untitled.png
  • Profile Image
    aysenur
    Answered on September 06, 2019 at 07:41 AM

    I've cloned and checked your form. I've downloaded one of your submission as a PDF successfully. I did not receive any error messages. I checked the same problem in different web browsers (chrome, safari, firefox) and did not encounter an error message.

    You can check the related gif below:

    1567769782son-hipa.gif


    However, I have escalated the issue to our development team. A ticket has been created. You will be notified when the issue is resolved. You can follow the updates via this thread.

    Could you please try to download again? If the problem persists, please let us know.


  • Profile Image
    RMWL
    Answered on September 06, 2019 at 11:03 AM

    Still cant download form

  • Profile Image
    RMWL
    Answered on September 06, 2019 at 11:06 AM

    You are looking at the old forms. Test it with the new form please.



  • Profile Image
    RMWL
    Answered on September 06, 2019 at 11:11 AM

    1567782639Screen Shot 2019-09-06 at 11.01567782661Screen Shot 2019-09-06 at 11.0

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    Vanessa_T
    Answered on September 06, 2019 at 12:38 PM

    Upon checking you've enabled HIPAA Compliance. Let me try to clone your form in the same environment and test it from there. Will update you on my findings afterwards.

  • Profile Image
    Vanessa_T
    Answered on September 06, 2019 at 01:00 PM

    I cloned your form using a HIPAA account and was able to replicate the issue and on my second try, got another error.

    1567789032Screen Shot 2019-09-07 at 12 4

    1567789044Screen Shot 2019-09-07 at 12.4

    I also tried downloading directly on your Sheets page and got the 504 error

    1567788709Screen Shot 2019-09-07 at 12.4

    Will forward this one to our backend team so they may review what's causing the issue. Seems like it is isolated with HIPAA accounts as the error does not persist on regular accounts.

  • Profile Image
    Vanessa_T
    Answered on September 06, 2019 at 04:20 PM

    Hello, it turns out that there was a glitch on the system and it is now fixed. Can you please check if everything works now as expected. Let us know if you need further help.