When an order fails due to file download issues, it’s important to troubleshoot and resolve the issue promptly. This guide outlines steps to identify and resolve the "Refused, can't download file" error.
Error Message: "Refused, can't download file"
If this error occurs, follow the steps below to troubleshoot.
Locate the Failed Order
Go to the "Order Intake" tab in GelatoConnect Workflow.
Use filters to find the failed order request.
Check the File URL in the Payload
Inside the order request, navigate to the payload and locate the Body section.
Find the URL of the file that failed to download.
Verify the File URL
Copy the URL and paste it into your browser to check if the file is available:
If the file is missing: The issue lies with the client's shared URL, and PP should communicate with the customer to resolve it.
If the file is available: The file may not have been ready at the time of the order. Proceed to reprocess the order in the next step.
Reprocess the Order
Push the order to production again by clicking Reprocess Order.
The system will retry the file download and continue processing.
Key Considerations:
File Availability: The failure is often caused by the file not being ready at the time the order was placed.
Communication: If the file isn't available, notify the customer to provide a working URL.
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