Urgent: HTML PDF Template Suddenly Failing with "There are multiple root elements" Error

[BHUVANESH]

Hi Team,

I’m facing an urgent issue with my AppSheet application.

Since this morning, all of my PDF generation tasks using an HTML template have been failing with the following errors:

Error 1:

Task ‘pdf 2’ Body template. Template could not be loaded due to exception: There are multiple root elements. Line 239, position 4.

Error 2:

The document body is empty.

I’m using an HTML template for PDF generation, and this same template has been working without any issues for more than a year. No significant changes have been made to the template, but starting today it suddenly began throwing these errors.

This issue is affecting all PDF generation in my application, and my users are currently unable to generate invoices and other PDF documents. It is having a direct impact on our business operations.

I have already contacted AppSheet Support, but the issue has not yet been resolved. I would appreciate it if someone could investigate this as a priority and help identify the cause. If this is related to a recent AppSheet update or a platform issue, please let me know.

This is an urgent production issue, and I need to resolve it as soon as possible.

[BHUVANESH]

@Steve @Jose_Arteaga @SkrOYC @Suvrutt_Gurjar Could you please help me find a solution?

[SkrOYC]

This is almost for sure an issue with the template.
Please share it with me (PII Removed by Staff)

[BHUVANESH]

okay But it has been working for more than a year. It only started throwing this error today.

[mateo]

I don’t think this is an issue with the template. I am facing exact same issue in ~7 of my clients’ apps… Not sure what to say. Same story, it was working fine till today. Take a look at that @Jose_Arteaga, please

[Suvrutt_Gurjar]

This indeed seems to be a larger issue as yet another community member has reported the same issue.

Multiple File Templates Suddenly Showing Errors

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 …

Hello @Jose_Arteaga , it sounds that this issue will need a priority attention from the development team.

[BHUVANESH]

@josh

@Jose_Arteaga

[BHUVANESH]

@Aurelien

[Jose_Arteaga]

Hello all,

Thanks for bringing this to our attention, let me do some research and I will get back to you as soon as possible.

[Jose_Arteaga]

Please note I will be providing updates on this thread instead:

Multiple File Templates Suddenly Showing Errors

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 …

[BHUVANESH]

Thanks, Jose . The issue has been resolved now.

[Jose_Arteaga]

Thank you @BHUVANESH,

The engineering team identified a recent update that caused our system to misinterpret certain template file types. They have 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