Google LSA Call Recording 500 Response

[Julius Decena]

Good day,

We've recently integrated LSA call recordings into our system. We've noticed that we're receiving 500 Internal Server Error responses for some of the LSA call recording URLs. Could you please confirm if this is an expected response for these URLs, or if there might be something happening on your end causing these errors? 

Please let us know if you need any information from our end to assist in resolving this issue.

The call recording in question is from local_services_lead_conversation resource.

Best regards,

Julius Decena

[Google Ads API Forum Advisor]

Hi,

Thank you for reaching out to the Google Ads API support team.

By reviewing your concern, I understand that you are getting 'INTERNAL_ERROR' with status code 500 while using Local Service Ads call recording URLs. Kindly note that the INTERNAL_ERROR occurs when something unexpected happens while processing the request. The common cause could be the API isn't functioning correctly. However, this is transient in nature and the API request will work again when retrying it after 30 seconds or some time. You may also retry any requests that failed with this error, using an exponential backoff schedule for the retries. Here is a code example demonstrating how to implement an exponential back off strategy.

If the issue still persists, then provide us with the below information, so that we can investigate this issue further.

• Affected Customer Id
• Date of this issue started
• How much time did you wait before retry of a request

 

This message is in relation to case "ref:!00D1U01174p.!5004Q02s01O1:ref" (ADR-00227692)

Thanks,
 

Google Ads API Team

 

[Julius Decena]

Hello,

I understand that an 'INTERNAL_ERROR' could be transient in nature, but it doesn't appear to be the case here. We're able to retrieve other call recordings fine, but not the others.

Here's one instance:

• 2307495627
  
• creationDateTime: 2024-03-05 12:54:19.236424
• We've tried several times in a span of days
  

Note that this occurs in multiple customers/ad accounts. I can provide more if needed

Best regards,

Julius Decena

[Google Ads API Forum Advisor]

Hi,

I would like to inform you that our team is currently working on this issue. One of our teammates will get back to you once we have an update on this. Meanwhile your patience is appreciated.

[Google Ads API Forum Advisor]

Hello,

This case has been escalated to me.

Can you provide a specific example request/response where you get this error, or at least a request ID for a request where you got this error, so I can take a look at our logs and try to see if I can find any more details about what caused the internal error?

 

This message is in relation to case "ref:!00D1U01174p.!5004Q02s01O1:ref" (ADR-00227692)

Thanks,
 

Michael Cloonan Google Ads API Team

[Julius Decena]

Hi Michael,

I appreciate your assistance on this matter. Here are some sample recording URLs that results in a 500 or internal server error response:

• https://ads.google.com/localservicesads/attachment/CPHPw18Qk9SW8QsYtd_ejgEyA2doczgC
  
• https://ads.google.com/localservicesads/attachment/CPSozl8Q1KCf8QsYtd_ejgEyA2doczgC
  
• https://ads.google.com/localservicesads/attachment/CNe8iWAQg4rw8QsYtd_ejgEyA2doczgC
  
• https://ads.google.com/localservicesads/attachment/CLi7-F8QxbLH8QsYqdrdjgEyA2doczgC
  
• https://ads.google.com/localservicesads/attachment/CLuS1l8Qvq6o8QsYptHQlgMyDWdocy1zZW5zaXRpdmU4Ag
  
• https://ads.google.com/localservicesads/attachment/CL-0yV8QkYqK8QsYqdrdjgEyA2doczgC
  

Note that this belongs to different customers. Let me know if you need more information

Best regards,

Julius Decena

[Google Ads API Forum Advisor]

Hello,

Are you using the Google Ads API for this? My team is only able to provide support for the Google Ads API specifically (generally troubleshooting errors with specific requests/responses to the API).

If your query is about a Google Ads feature in general, not specific to the API, you can get help here: https://support.google.com/google-ads/gethelp

[Julius Decena]

Hello,

Yes, I am using Google Ads API. The URLs I provided are call recording URL from this query:

SELECT 

   local_services_lead_conversation.phone_call_details.call_recording_url 

FROM 

   local_services_lead_conversation

[Google Ads API Forum Advisor]

Hello,

Thank you for this context. I think I finally understand what's going on here. You provided a few URLs previously that were failing. Can you provide me with the corresponding customer ID for each of those URLs (since you said that they were from a variety) so that I can pass the information along to a team that specializes in this feature and try to understand what may be going wrong?

[Julius Decena]

Hello,

Here's a new set of LSA lead recording URLs with their respective customer ID, the 500 internal server error seems to be happening frequently:

• 8058690966 - https://ads.google.com/localservicesads/attachment/CJPqhVwQn_S-7AsYsonwjgEyA2doczgC
• 5765044803 - https://ads.google.com/localservicesads/attachment/CIqch1wQqsK67AsYpPGFYDIDZ2hzOAI
• 7200349546 - https://ads.google.com/localservicesads/attachment/CJeqslgQmOfT5wsYh7b4jgEyA2doczgC
• 2797357874 - https://ads.google.com/localservicesads/attachment/CNTlxFgQpobc5wsYwdapzwMyA2doczgC
• 9074838592 - https://ads.google.com/localservicesads/attachment/CKjPvFkQzr_y6AsYpv7ujgEyA2doczgC

[Google Ads API Forum Advisor]

Hello,

Thank you. I've passed this information along so that someone who knows about this feature specifically can take a look. I will keep an eye on their progress and let you know as soon as I have any new information to share.

[Julius Decena]

Hello,

I appreciate your assistance in this matter, look forward to hearing from you.

[Julius Decena]

Hello again,

Just following up on this and would like to know if there has been any update regarding this matter. Thank you

[Google Ads API Forum Advisor]

Hello,

I haven't heard anything yet. I'll keep an eye on the team's progress and let you know as soon as I have some information to share.

[Julius Decena]

Hello,

I wanted to follow up again on the ongoing issue we discussed regarding the 500 errors we've encountered with some of the LSA lead call recording URLs.

I appreciate your effort in monitoring the progress. As it has been some time since our last communication, I wanted to inquire if there have been any developments or updates on this matter.

[Google Ads API Forum Advisor]

Hello,

They got back to me already. Apparently, to fix this issue we need to wait for the next release of the API, which will be v16_1. You should follow our blog and look out for the official release announcement.

[Julius Decena]

Hello,

That's good to hear, I appreciate your help on this matter.

[Julius Decena]

Hello,

I hope this email finds you well. I wanted to bring to your attention that API version 16.1 has been released. However, upon reviewing the release notes, I didn't find any mention of the LSA Call Recording 500 response issue being addressed.

Additionally, I conducted some tests and found that call recordings URLs that result in a 500 response are still being returned. It's worth noting that we're not using any client libraries, but directly accessing the REST API.

Could you please confirm if, despite the latest version being v16.1, the URL should still use v16 (e.g., https://googleads.googleapis.com/v16/...), as using v16.1 or v16_1 results in a 404 Not Found response?

Thank you for your attention to this matter.

[Google Ads API Forum Advisor]

Hello,

I'm checking with the team on the status of this fix. I know it was planned for v16_1 but it's not clear whether it actually made that release. I'll let you know when I find out.

Also, for additive minor releases like v16_1, the API version remains v16 for actual requests and other important endpoints, and the distinction of the minor version is just for the sake of keeping track of which features were added after the initial v16 release in the documentation. So the URL should be unaffected.

[Julius Decena]

Hello,

Thank you for getting back to me. I appreciate your assistance on this matter. Looking forward to your response once you have more information.

[Julius Decena]

Hello,

I'm writing to see if there are any updates on the matter we discussed regarding the LSA call recording issue.

Your assistance is greatly appreciated.

[Google Ads API Forum Advisor]

Hello,

I haven't heard anything yet. I'm reaching out again for any updates, and I'll let you know when I get any information I can share.

[Julius Decena]

Hello,

It's been quite some time since our last communication regarding the LSA call recording issue. We are still encountering 500 responses when accessing call recordings.

I noticed that version 17 of your API has been released. However, there is no mention in the release notes about whether the 500 response issue for LSA call recordings has been addressed. Could you please confirm if this issue has been resolved in the latest version?

Your assistance is greatly appreciated.

[Google Ads API Forum Advisor]

Hello,

Can you provide a few new examples of failures? The team is trying to investigate but wasn't able to reproduce with the previous examples you gave.