Error 500 on /2/files/upload_session/append_v2

[CryPlex]

Hello!

We are getting 500 errors when trying to upload files.

[2022-03-14T11:15:18+03:00] ERROR '*****' upload have been ended with error, error1: 'Request url 'https://content.dropboxapi.com/2/files/upload_session/append_v2' method 'POST' failed, response code '500', error: '''
[2022-03-14T11:17:31+03:00] ERROR '*****' upload have been ended with error, error2: 'Request url 'https://content.dropboxapi.com/2/files/upload_session/append_v2' method 'POST' failed, response code '500', error: '''

X-Dropbox-Request-Id for these errors.

X-Dropbox-Request-Id '4e42c3cf90d043ffb5f77904a0177631'

X-Dropbox-Request-Id 'f6cf5063fa294fdc8861448eabc2f9ea'

If more information is needed please tell us and we will provide it.

Thank you in advance!

[Brogers]

Hello @CryPlex , 

Could you please provide the following information so we can further assist you?

- What file size are you using? (our APIs only support up to 150mb)

- Are you seeing this with every file or only with specific files?

- Are you using an SDK/if so, please provide which SDK along with the version?

- What API App is making these requests?

Thanks,

Brad

[CryPlex]

>>What file size are you using? (our APIs only support up to 150mb)

Was this limit changed recently? Because we were uploading files bigger than 1Gb in 8Mb chunks just few days ago with no problems.

This problem started to appear few days ago.

>>Are you seeing this with every file or only with specific files?

We are uploading tar.gz archives. Can't tell if other file types have such problems.

>>Are you using an SDK/if so, please provide which SDK along with the version?

No SDK is being used.

>>What API App is making these requests?

That's our own application to create backups.

[Greg-DB]

Thanks for following up. This file size limit has not changed recently. Uploading 1 Gb files in 8 Mb chunks is supported.

To clarify, are you still seeing this issue on new requests now? And if so, is this occurring on all such requests, or only some of them?

Also, if you can share a more specific date/time of when you first started seeing this, that may be helpful.

[CryPlex]

>>To clarify, are you still seeing this issue on new requests now? And if so, is this occurring on all such requests, or only some of them?

Unfortunately yes we are still seeing this issue on new requests. It occurs only on some of them and we think that the problem occurs only when uploading large files.

>>Also, if you can share a more specific date/time of when you first started seeing this, that may be helpful.

Hard to tell as we were facing this problem all the time, but before 6th march it was occurring only once or twice a month. And since 6 or 7 march it occurs all the time.

[Greg-DB]

Thanks for the additional information! We'll look into it and I'll follow up here once I have an update on this.

[Greg-DB]

We'll need to look into this further. Can you please open an API ticket and include:

• Does it work successfully if you retry a failed call?
• What's the affected app name or key? (Don't share any app secret, access token, or refresh token though.)
• What account ID(s) are affected?

Thanks in advance!

[CryPlex]

We already had such problems some time ago and you have been able to fix them here https://www.dropboxforum.com/t5/Dropbox-API-Support-Feedback/Error-500-on-2-files-upload-session-app... 

[Greg-DB]

Thanks for the context. The underlying issue in this case may be different though. Also unfortunately sometimes request IDs are not sufficient (depending on the nature of the failure and some details of how the backend works). While we're looking into some errors on this endpoint we want to make sure we're identifying exactly what you're running in to. So, the additional specific information I requested would be useful in this case.