Multiple File Templates Suddenly Showing Errors

AppSheet AppSheet Q&A
,
1

Hi everyone, as of Aug. 3rd 19:30 UTC I am having new errors with some file templates (.html and .txt templates). I hope none of you are having this issue but if you are - you’re not alone. I have made no changes to the app and no changes to the templates. Most of the templates have been unchanged and operational for more than a year. The templates are all used in Automations/Bots and are in relation to many different tables. The last known date the templates were working was July 30th.

I have attempted to reach out to support but noticed (as other people already have) that the AppSheet-specific support is no longer an option. I was directed to Workspace support and shared this info with them:

.html templates - all having variations on this error: “There are multiple root elements”

.txt templates - all having variations on this error: “Template could not be loaded due to exception: ‘=’ is an unexpected token.”

.json templates - appear to be working

.docx templates - appear to be working

.xlsx templates - appear to be working

2

Hello @griffinwilliams,

Welcome back to the AppSheet Community!

The best course of action for a situation like this is to Contact the Support team, please follow the steps below:

  1. Go to Appsheet help

  2. Scroll down to the bottom, you will find a box with the following text

    Need more help?

    Try these next steps:

    Contact us
    Tell us more and we’ll help you get there

  3. At this point you will be redirected to a three steps process in which users will possibly find answers to the query they have. Click Next

  4. Click Next Step

  5. Specify your preferred language and either click on Chat or e-mail

Let me know how that goes please.

3

Hi @Jose_Arteaga . It looks like the process you describe no longer exists. I think there are a multiple reports of this by users, but I know at least @Glenn_Pearson reported it in early July.

4

This one has been giving me fits for several hours now as well. I had a new project intermittently failing, then it just failed non-stop. I then looked back at an older project that has been running since the Spring and those templates are failing too. Mine are all .html files.

Error is: Error encountered in step with name [Send an email]: Error: Task ‘Send an email’ Body template. Template could not be loaded due to exception: There are multiple root elements. Line 2, position 2.

5

I’m facing the same issue ,

Error 1: Task ‘pdf 2’ Body template. Template could not be loaded due to exception: There are multiple root elements.

What the solution is for this issue? @Jose_Arteaga @Steve

6

Is the issue resolved?

7

Same issue here, quite critical on our end to be honest. Any news on that? @Jose_Arteaga

8

Support confirmed, that this is an issue with AppSheet’s latest backend release. Tried all they proposed, nothing worked. Waiting for more info from them.

9

@Jose_Arteaga

10

If @Jose_Arteaga’s directions don’t work for you, it means you aren’t eligible for AppSheet Support.

12

…and the biggest situation is that AppSheet App creators are not necessarily admin of their domain ^^’

13

I don’t believe my account should be ineligible.

I am the AppSheet admin and creator. I am also the admin for our Google Workspace account. Our plan is listed as “Enterprise Plus” in the AppSheet Admin Console and listed as “Enterprise Standard” in the Workspace Admin Console.

FYI, all of our .txt and .html templates are still not working. EDIT: I noticed today that in addition to .html templates not working for file generation, they are also not working for email body generation.

14

Hello all.

Thank you all for reporting this and sharing the specific error logs. I’ve escalated this platform issue directly to our engineering team as a high priority, and I will be closely tracking its progress.

My sincere apologies for the disruption this is causing to your workflows—especially for critical email and document generation.

I will post updates directly to this thread as soon as I have news from the team.

15

Hello, team, u guys have any news so far?

16

For me, it no longer appears as an error in the issues list. But the automations still don’t work, and when I test them, it returns the error.

17

alright, guys, as of this moment, templates started working properly again, problem solved on my side.

18

Thanks, team! The templates have started working properly again, and the issue has been resolved on my side.

19

My templates are also working again. @Jose_Arteaga do you have a sense for if a solution was found vs. this might happen again soon?

20

Hello all,

A recent update caused our system to misinterpret certain template file types, but we’ve rolled back the deployment, and everything is back up and running normally.

You don’t need to make any changes or workarounds on your end—your templates should be working as expected now. Thank you so much for your patience while we sorted this out.