Internal Server Error when trying to open document in COTG appp

Capture OnTheGo Mobile COTG Application
1

What could be the cause of getting an “Internal Server Error” when trying to open up a document in the COTG app?

iPad

Windows 10

In the Workflow logs I see these messages

DEBUG: 17:13:55.864 HttpCommunication.exe is executed successfully
WARN : 17:13:55.871 Processing HTTP response data(XML) failed. - retrying in 89ms
ERROR: 17:13:55.961 Exceeded retry timeout
ERROR: 17:13:55.961 Output to Capture OnTheGo: W1603 : Plugin failed - 5:13:55 PM (elapsed time: 00:01:03:489)

DEBUG: 16:58:16.538 HttpCommunication.exe is executed successfully
WARN : 16:58:16.546 Processing HTTP response data(XML) failed. - retrying in 58ms
ERROR: 16:58:16.605 Exceeded retry timeout
ERROR: 16:58:16.605 Output to Capture OnTheGo: W1603 : Plugin failed - 4:58:16 PM (elapsed time: 00:00:53:607)

DEBUG: 17:12:04.334 HttpCommunication.exe is executed successfully
WARN : 17:12:04.342 Processing HTTP response data(XML) failed. - retrying in 72ms
ERROR: 17:12:04.415 Exceeded retry timeout
ERROR: 17:12:04.415 Output to Capture OnTheGo: W1603 : Plugin failed - 5:12:04 PM (elapsed time: 00:01:12:519)

2

Did you manage to solve this? It looks like the app is not able to download the form from the URL specified in the COTG job ticket. I got the impression that the Logs are taken from the process used to deploy the forms to the COTG server/app and not the logs of your process for downloading the form. You can verify the downlaod url of the form in the COTG portal:
https://config-us.captureonthego.com/

Erik

3

We never identified the definitive answer, but suspect that there were some actions including backups and taking place on their network that caused issues. The backups schedule was changed and we have not seen a repeat of these errors.