Adobe API - 504 Gateway Timeout

[KyleViz]

The Adobe API is responding with a 504 Gateway Timeout any time a request goes over 60 seconds long. We are repeatedly getting this when trying to create report suites by duplicating an existing template report suite (a process that takes Adobe a while to complete). See the attached screenshot for a Postman example of this occurring. We just migrated from Service Account (JWT) credential to OAuth Server-to-Server credential when this started happening, not sure if that is related.

 

[Jennifer_Dungan]

This looks like a good candidate to talk to Client Care about... they can dig a lot deeper into what is happening and hopefully find the issue a lot faster than us suggesting things to try.

Good Luck!

[KyleViz]

Yes I do have a support case going (no word yet) but thought I'd post about it too in case anyone else has experienced it before or has the issue in the future. I will report back what the support team says as well.

[JosephTu]

Did you have this resolved? what was the resolution?

[KyleViz · Accepted solution]

We actually just closed the case today. We were told that Adobe engineering increased the timeout from 60 seconds to 500 seconds. I at least confirmed that we are no longer getting the timeout error when going slightly over 60 seconds now (sometimes our call completed just under 60 seconds and sometimes it went over).

[KyleViz]

Adobe responded that they had addressed some issues recently but we are still experiencing the issue and requested they keep investigating.

[ZuzanaUr]

Having this issue again today - 504 error.  Have tried literally everything - refreshing, clearing cache, different browsers. people working remotely also trying, IT checked firewall, people trying various devices - and submitted a zendesk ticket to Adobe but getting no response. Have not been able to access Adobe Learning Manager for more than 4 hours now, and our clients cannot get into their courses either. Can anyone help?

[AshishAdobeTS]

Sure, here is a quick solution please correct your timeout for the website from 60 seconds to more and check again. This happens when there is a session for each user and when the session expires, this issue or error shows up. 
Thanks and regards, 
Adobe Technical Support

[Jennifer_Dungan]

Hi @AshishAdobeTS, this is an interesting idea... but how can we change the timeout for a website? I didn't think that was something you could do from the client side... is this a setting in the Adobe UI?

[AshishAdobeTS]

Hi there! Thanks for your response, So here is what you can follow to alter the site settings in terms of timeout. So many website has a fixed timeout sessions and that can be the case in Adobe Websites as well. They need some time to fetch cookies and other data from the browser to create a session. once the website is opened, it creates a a session for a limited time to gather all the data. If anything breaches the session, the server disconnects it and  situation like this occurs. 

Here is how you can alter session timeout time:
https://helpx.adobe.com/in/adobe-connect/installconfigure/configuring-session-timeout-value.html

Thank you! 

[Jennifer_Dungan]

The documentation you linked to is specifically for a product called "Adobe Connect" which is a virtual conferencing software, and this software is installed on your own servers, allowing you to control local admin rights...

This has nothing to do with Adobe Analytics or the Adobe Analytics API servers. Not only that, the API server is fully hosted by Adobe... we don't have any sort of admin rights to change settings like timeouts.