Assets are the most important part of your studio, and being informed upfront about any delivery issues will allow you to take prompt action– avoiding delays in studio production. In this article, we will walk through how failures are communicated and some common troubleshooting paths.
Failed Delivery Status
When delivery fails for any assets related to a production, Creative Force will set the status of the production step to 'Failed'.
This serves as a visual aid to let users know when there may be further action needed to ensure assets reach their required destinations.
More information for the failure reasoning will be included in the notification email sent to the Account Owner, as well as be shown directly in Gamma via the Event log.
Failed Delivery Emails
We have set up notifications to be sent to the Account Owner for failed asset transfers.
The notification email sent to the Account Owner will include messages about:
Failed asset delivery
Failed auto-variants generated
Failed metadata written to assets
Failed Delivery emails are only sent in cases where the root issue does not come from Creative Force, and therefore should indicate that there is an issue with the external System.
Event Log Messages
By reviewing failed delivery errors in the Event Log, you can see error details and alert your internal team. If the cause is still unknown after reviewing the details, you may also reach out to Creative Force Support when assistance is needed.
You will see the ‘failed’ status at Asset delivery when:
Assets cannot be delivered to your delivery location
Auto-Variants cannot be generated during Asset Delivery
Note: In cases where Auto-Variants cannot be generated, Creative Force will not retry to redeliver those variants. Please contact our Support Team for more information.
Failure Errors
In order to assist with the troubleshooting process, we have compiled a list of the most frequent error messages in this post.
Depending on the error, you can either troubleshoot this yourself or hand this over to your IT Team. Please also note that the timestamps are in UTC time.
Code | Meaning/Action | Type of Asset Delivery |
Timeout | Server did not respond in time. Please check your server or the server’s network. | All types |
ConnectionError | Your server just returned a general error with a message “ConnectionError”, we do not have enough information to investigate. Please check the logs of that server to find more detailed information about this error. | All types |
Unauthorized | Authentication / authorization error because your credential is incorrect. Please check your credential. | All types |
{"HttpStatusCode":404,"AWSErrorCode":"NoSuchBucket","RequestId":XXX","Message":"The specified bucket does not exist"} | Your bucket does not exist. Please change to another bucket, or create this bucket. | Amazon S3 |
{"HttpStatusCode":403,"AWSErrorCode":"AccessDenied","RequestId":XXX","Message":"Access Denied"} | Your permission/privileges do not allow you to perform this action. Please review your permission/privileges. | Amazon S3 |
{"HttpStatusCode":403,"AWSErrorCode":"AccessDenied","RequestId":"xxx","Message":"User: xxx is not authorized to perform: kms:GenerateDataKey on resource: xxx because no identity-based policy allows the kms:GenerateDataKey action"} | Your permission/privileges do not allow you to perform this action. Please review your identity-based policy. | Amazon S3 |
Bearer realm="Service", error="insufficient_scope", error_description="The request requires higher privileges than provided by the access token." | Your permission/privileges do not allow you to perform this action. Please review your permission/privileges. | Box |
Box upload to folder 0: XXX fail. The API returned an error [XXX.] storage_limit_exceeded - Account storage limit reached | The user account that is connected to CF has reached the storage limit. Please increase that limit, or delete existing files. Further information can be found here.
| Box |
Box upload to folder 0: *folder path* is invalid. | Box.com cannot accept your file, mostly because of some special characters in your folder name/file name. Please consider changing your folder name/file name.
The character “ is not allowed in the file name for both Windows and Linux | Box |
Box upload to folder 0: *folder path* fail. Request timed out | Your server did not respond in time. Please check your server or the server’s network. | Box |
Can not retrieve brands. Response status code does not indicate success: 401 (Unauthorized).: {"message":"Incorrect client_secret provided","status_code":401} | Authentication / authorization error incorrect credentials. Please check your credentials. | Bynder |
Failed to deserialize response with status code: ServiceUnavailable | Cloudinary server is currently not available. You can check the status
| Cloudinary |
Requested resource too large. Got: 24008848. Max: 10485760 | File size is bigger than the max file size limit. Please decrease your file size or increase your max file size limit. Further information can be found here.
| Cloudinary |
{"Source":"FluentFTP","Messages":["Error while uploading the file to the server. See InnerException for more info.","Unable to read data from the transport connection: Broken pipe.","Broken pipe"]} | Your server closed the connection during the transfer Please check your server settings / your server network. | FTP |
{"Source":"XXX","Message":"Permission denied."} XXXDirectoryCreationPermission | Your server does not allow you to create a folder. Please check the permission of your account. | FTP |
NotSuccess Timed out trying to connect! | Server did not respond in time. Please check your server or the server’s network. | FTP |
NotSuccess | Your FTP server just returned a general error with the message “NotSuccess”, we do not have enough information to investigate. Please check the logs of that server to find more detailed information about this error. | FTP |
{"Source":"Renci.SshNet","Message":"Operation has timed out."} | Your server did not respond in time. Please check your server or the server’s network. | FTP |
NotSuccess Connection failed to establish within xxx milliseconds. | Your server did not respond in time. Please check your server or the server’s network. | FTP |
NotSuccess Socket read operation has timed out after xxx milliseconds. | Your server did not respond in time. Please check your server or the server’s network. | FTP |
NotSuccess No route to host | Your server could not connect to the Internet. Please check your DNS settings or the server’s network. | FTP |
{"Source":"Renci.SshNet","Message":""} /*folderpath*-FTP: DirectoryNotExisted | Your folder does not exist. Please check your destination folder. | FTP |
{"Source":"Renci.SshNet","Message":"Permission denied"} | Your permission/privileges do not allow you to perform this action. Please review your permission/privileges. | FTP |
NotSuccess The connection was terminated before a greeting could be read. | Your server did not finish the handshake process. Please check your server settings. | FTP |
{"Source":"FluentFTP","Messages":["The filename, directory name, or volume label syntax is incorrect. "]} *folderpath* DirectoryCreationPermissionOrReadPermission |
| FTP |
NotSuccess Connection refused | Your server refused the connection. Please check your server settings. | FTP |
IncorrectUsernameOrPassword User cannot log in. | Authentication/authorization error because your credential is incorrect. Please check your credential. | FTP |
NotSuccess Connection reset by peer | Your server reset connection during transportation. Please check your server settings / your server network. | FTP |
{"Source":"Renci.SshNet","Message":"No such file"} /CreativeForceRetouchedImages: DirectoryCreationPermission | Your server does not allow you to create a folder. Please check the permission of your account if it allows you to create a folder. | FTP |
NotSuccess An established connection was aborted by the server. | Your server aborted connection during transportation. Please check your server settings / your server network. | FTP |
IncorrectUsernameOrPassword Login or password incorrect! | Authentication/authorization error because your credential is incorrect. Please check your credential. | FTP |
NotSuccess The server response does not contain an SSH identification string. The connection to the remote server was closed before any data was received. More information on the Protocol Version Exchange is available here | It's possible that this behavior could be caused by a firewall on the SFTP server's side. This firewall rejected our request.
Another possible cause is that the SFTP server throttled the connection. Multiple connections are created to download from the SFTP server in parallel, and sometimes it will encounter SFTP server throttling. | FTP |
{"Source":"Google.Api.Gax","Message":"Object bucket ‘XXX' is invalid (Parameter 'destination')"} | Your bucket does not exist. Please change to another bucket, or create this bucket. | Google Cloud Storage |
{"HttpStatusCode":403,"Code":403,"Message":"The billing account for the owning project is disabled in state closed","Errors":[{"Domain":"global","Reason":"accountDisabled","Message":"The billing account for the owning project is disabled in state closed","LocationType":"header","Location":"Authorization"}]} | Your GoogleCloudStorage account is disabled / closed. Please contact your Google account manager. | GoogleCloudStorage |
Error code: TaskCanceledException - Message: The request was canceled due to the configured HttpClient.Timeout of 100 seconds elapsing. |
| Nuxeo |
CreateFolder: 401 Unauthorized, UploadFile: 401 Unauthorized | Authentication error. Please check your credentials and/or the user account itself | WebDAV |