503 Error: Service Temporarily Unavailable

frank at May 6th, 2021 11:09 — #1

We've been getting this error for a couple weeks now:
Response status code does not indicate success: 503 (Service Temporarily Unavailable).

This feature has been working for years, but when we had to switch our OnePage account, we were getting the "Too many failed login attempts" until we reflected the change in the app. Ever since, we've been getting the error above.

Does the new account we're using need special API access rights, or perhaps are we blocked from so many failed login attempts?

Thanks

max at May 7th, 2021 04:55 — #2

Hi Frank, thank you for posting.

Could you please bring some more details regarding the issue.
Specifically I would like to ask you next questions.
Which endpoint are you failing?
What exactly are you doing in terms of requests to API?

Also I'm not sure about what "switch our OnePage account" and "reflected the change in the app" should mean.
If you think this could be somehow connected with the issue, then it would be great to have some more details on this points as well.

Thank you!

frank at May 7th, 2021 09:34 — #3

Hello Max, thanks for responding.

Almost all of our requests are for adding/updating contacts, [post][/contacts] and [put][/contacts/{contact_id}], respectively.

Our app was using the account of a user who left our company and changed credentials, which lead to at least a week of "Too many failed login attempts" errors until the issue was brought to our attention in IT. About an hour after switching the app login info to an active user's credentials, the error changed to the 503 that we are still getting today:
Response status code does not indicate success: 503 (Service Temporarily Unavailable).

Since this was working perfectly for years, I'm quite positive that it has to do with the changing of OnePage accounts that the app is using.

max at May 10th, 2021 03:12 — #4

Hello Frank!
thank you for details.

I will investigate the issue and will try to bring some info (or ask for some more details) today during the day.
Have a nice day!

max at May 10th, 2021 03:45 — #5

Frank, could you please provide me with email of the account to which you've switched to use for the login. Thanks!

max at May 10th, 2021 07:57 — #6

Frank,
could you please check next two points.

Are you are using login and password as user_id and api_key in your code?
If you do so, then please go to https://app.onepagecrm.com/app/api get your user_id and api_key from this page and use them instead of login and password to connect to the application. Connection with login and password could cause the issue, you've described.
Second thing to mention. We have limit of 5 connections at a time for any particular IP. If your code somehow creating more than 5 connections at a time you could have this error.

frank at May 11th, 2021 09:39 — #7

Hello Max,

The account we're using now is "sahand.saberi@dteenergy.com"

As for your points:

We are pulling the user_id and auth_key from the login request reponse. As mentioned before, this has been working perfectly for us for years already.
The users very rarely use OnePage, it's mostly just kept up to date by a single connection from our app.

max at May 12th, 2021 11:49 — #8

Thank you Frank,

I've checked this "sahand.saberi@dteenergy.com" account and don't see anything suspicious with the account/user.

I also checked HTTP requests logs and I can see some requests from user sahand.saberi@dteenergy.com were blocked with 503 error because of hitting the number of connections limit.
The actual error for all the last cases I found in the logs is limiting connections by zone "addr". I can see 4 failing requests like this "POST /api/v3/login.json HTTP/1.1" on May 6. This /login.json is kind of "old" endpoint, it is not recommended to use it, because of the limit problems.
(And I can see some requests are passing without problem with 2xx response as well.)

I would suggest you to change your code from "pulling the user_id and auth_key from the login request response" to the use of user_id and api_key, as it is recommended way to connect with our API.
Please check your user_id and api_key while connected to your OP account here: https://app.onepagecrm.com/app/api.
You can also find some information in our docs: https://developer.onepagecrm.com/api/

I could not check if you have or you have no these 503 errors in the past, since I am not aware of the previous account ID (I mean account you were using to login into OP). But if you will provide me with this "old" account email, I can try to check the logs for the previous couple of weeks to find out if you had these error before or not.

I can do some more detailed investigation regarding current errors if you are using some particular IP for your OP integration and can share this IP for me to check. So far I was using some "last login IP", connected with user, while scanning the logs, but do not see too much results, so I presumed maybe you have some other IP you are using specifically for the API calls.

Please feel free to contact me if you have any further questions.