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500 Error

Katherine Teems Feb 28, 2017 12:39PM CST

I'm trying to modify a PDF from a document I've already used on DocHub. It worked great the first time, but when I choose to open the document from Google Drive using DocHub, it tells me "500- It's not you, it's us." I'm not sure what this error message means. I have to edit this document for a grant proposal, and I'm not sure what else I can use.

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Mike Feb 28, 2017 01:36PM CST Macroplant Agent

Currently, our web services provider Amazon is having a temporary outage that should be fixed very soon. Unfortunately, this is beyond our control since it’s an issue on the server end with AWS. You can view their System Status at the link below:

https://status.aws.amazon.com

Once that message about “Increased Error Rates” goes away there, then you should just need to refresh the page in DocHub to get it to load and start working normally again.

Thank you for your patience and sorry for any inconvenience this may have caused you.

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Mike Feb 28, 2017 03:24PM CST Macroplant Agent

Amazon Web Services appears to have fully fixed this issue, so if anyone still experiences any error pages, please try just try refreshing the page and try using DocHub again.

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Caroline Feb 28, 2017 03:34PM CST
Hey, I tried to refresh and everything, but I still receive either an error message or a blank page. I need this for a scholarship that's due tomorrow, please let me know when the issue will be fixed!
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Mike Feb 28, 2017 03:59PM CST Macroplant Agent

Actually, Amazon has been able to restore the ability to retrieve existing documents and delete from their S3 storage, but uploading or opening new documents is not fully functional yet. Until they are able to finally fix it back to normal, you may still get a 500 error Bad Gateway page. It should be very very soon.

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Jennifer Mar 13, 2017 01:37PM CDT
I am having this same issue as of Friday. Do you know when it will be restored?
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Mike Mar 13, 2017 02:57PM CDT Macroplant Agent

This particular forum post was for a rare outage with our document storage provider, AWS. If you are getting a 500 error page for any of your documents in DocHub, please see the article below:

I can’t open or upload a PDF or other document

And, if you still get a 500 error page, please submit a support ticket

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