FileInvite error: The app returned "Unknown error has occurred"

Hi @Arsie 

I noticed that you’ve contacted our Support Team via email. Here’s the last reply:

I took a closer look at our lower-level logs and we've received a 500 error message, which usually means an issue with the app's servers (FileInvite in this particular case). 
 
Typically, these errors last for a short period of time before being addressed, so I recommend you try to replay the Zap run: 

If replaying the Zap run results in the same error, and you continue getting this error in new Zap runs, please let me know! 
 
I would also recommend you reach out to the FileInvite support team to know if there was any recent issue/outage that could result in this 500 error Unknown error has occurred.

I suggest you continue the conversation with them because they can dig deeper into what’s going on with your Zap.

Hello @Brem , The issue started last March 28 and the zap continued to received the error ever since then. Is there any thing we can do to resolve this?

Hi @Arsie 

As I can see, the issue was with the app’s servers, and the Support team recommended you contact the FileInvite support team to know if they had a recent outage.

@Brem , I’ve already reached out to FileInvite’s support team and they said that everything is working on their end. Our zap action with “Create Invite to Fileinvite” is not working constantly since March 28.

Hi there @Arsie!

This is very odd indeed. Would you mind sharing a screenshot with us to show the fields and settings that have been selected for that Create Invite action?

I’m hoping that’ll help to allow us to see if there’s any issues with the Zap set up that might be related to that error. Oh and please remember to remove/hide any private information like names, emails etc. from that screenshot first.

Thanks, we’ll keep an eye out for your reply! 🙂

Hello @SamB ,

Attached here is the screenshot with all of the fields populated for the FileInvite.

For creating person, we can confirm that this is working:

And this is the action that stopped working, for creating Invite in FileInvite:

Hey there @Arsie,

Jumping in to see if I can help!

I did some digging into this, and it seems like one of our Support Specialists found that the error you’re running into is a 500 error. Since this is a server error, we can’t pinpoint the exact problem here. That said, replaying the errored run after a while should do the trick.

More about troubleshooting errors here: https://help.zapier.com/hc/en-us/articles/8496037690637

Hopefully, this helps! 😊

I’ve already reached out to FileInvite support regarding this issue and they said that Zapier support is the best team that can take a look at the issue, This is causing a big impact on my client’s business and we still have no resolution on this issue.

They confirmed that their API is working without any issue. And we can confirmed that our zap is working before and suddenly stopped working all of a sudden without any changes. This makes zapier most likely responsible for the issue.

.

Hello guys, Just following up with this issue. 

We still need a resolution to this one.

Hi @Arsie! 👋

Sorry for the delay in my response here. Thanks for sending over those screenshots before that show the set up of the Zap. It definitely looks like you’ve set it up correctly! 🙌

I did some checking and the FileInvite app integration was built and is maintained by FileInvite’s own developers. So they would be responsible for fixing any issues with the integration itself so I’m a little confused at their Support team’s response there. If this is a bug then I’d recommend continuing the conversation you started with our Support team so they can investigate further and submit a bug report for this to the FileInvite app’s developers.

That said, I’m wondering if perhaps there’s an issue with the template that’s been selected. Could it be that it’s been renamed since being selected in the Zap? If so, perhaps that’s what’s causing the error here if FileInvite is unable to locate it. Are you able to try testing with a different template selected to see if that’s potentially the issue here? 

Please do keep us in the loop on how that goes!

Hello @SamB , I did tested it on another template and I’m getting the same issue. There’s also no changes on the template that we’re currently using.

Thanks for confirming that @Arsie!

500 errors usually are related to issues in connecting to a server, but I’ve seen cases in other apps where we’ll sometimes get 500 errors due to incorrect settings or a bug. So in this situation, since it seems like this could well be a bug, I’d recommend replying to our Support team’s latest reply so they can continue to help investigate the logs for your account and open up a bug report as necessary. If you can’t find their reply, it may be worth checking your junk folder too as sometimes their emails will end up there.

Sorry to not have a more immediate fix or workaround to suggest here. Hopefully this can be resolved for you soon! 🤞

My client said he didn't received any reply from the ticket I created. Is it possible to use my personal email instead? I can’t find a way change it when creating a ticket.

I’m also currently coordinating this issue to FileInvite support again.

Hey there,  @Arsie - thanks so much for sharing your workaround with the community. I’m sure it’ll be helpful to anyone else running into this!

I can see Sam mentioned this in her reply but I just wanted to mention that our Support did reply to your ticket on Wednesday - 3/29.

If you're not seeing their response, it might be worth checking your spam/junk folder in case it’s ended up there by mistake. If it's not there I recommend searching your whole email inbox for emails ending in ‘@zapier.com’.

They’ll be in the best position to help if you are interested in continuing to troubleshoot. Thanks again for raising this in community!