Document Automation fails after extraction. 500 unexpected error

I’m having issues using document automation recently. It was working fine for weeks, and no changes were made to the process. 

The same process works fine on my local machine.

When we publish this and run it on the botrunner machine, it fails.

Looking at the logs, it seems to be related to SSL certificate issues with OpenAI.

DA: Gateway Connection failed! HTTPSConnectionPool(host='MYHOSTNAME.my.automationanywhere.digital', port=443): Max retries exceeded with url: /cognitive/v3/apigee/auth?svc=regional&usecase=openai&basecase=openai (Caused by SSLError(SSLCertVerificationError(1, '[SSL: CERTIFICATE_VERIFY_FAILED] certificate verify failed: unable to get local issuer certificate (_ssl.c:997)')))

What sort of troubleshooting should I be doing for this?

There are many other 500 response codes throughout the botrunner log file, but they all report “unexpected error” with no good information.

lambda$documentMetrics$0(BotInsightMetricsPublisher.java:38) - DocumentMetrics returned with unknown response expected 204 but got 500 and body {"code":"generic.server.exception","details":null,"message":"An unexpected problem occurred"}

2025-Mar-21 Fri 08:32:31.283 INFO  [BotRunner-5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b] - com.automationanywhere.iqbot.infrastructure.restclient.RestClientV2 {CORRELATION_ID=5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b, deploymentId=5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b, traceId=62173acd71134b5b} - doHttpRequest(RestClientV2.java:247) - request url:https://MYHOSTNAME.my.automationanywhere.digital/cognitive/v3/documents/b13e2d47-b5d0-42fb-b6fe-88952af7a312?documentType=INPUT_FILE&actionType=GET response code:500, correlationId: [X-Correlation-Id: 5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b]
2025-Mar-21 Fri 08:32:31.290 ERROR [BotRunner-5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b] - com.automationanywhere.iqbot.infrastructure.restclient.RestClientV2 {CORRELATION_ID=5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b, deploymentId=5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b, traceId=62173acd71134b5b} - isHttpOK(RestClientV2.java:274) - Http response status:500 , headers:[Date: Fri, 21 Mar 2025 12:32:31 GMT, Content-Type: application/json, Transfer-Encoding: chunked, Connection: keep-alive, Cache-Control: no-cache, no-store, max-age=0, must-revalidate, Content-Security-Policy: default-src 'self' https://aai-artifacts.my.automationanywhere.digital/ https://fotts.azureedge.net/ https://static2.sharepointonline.com/ https://res.cdn.office.net/ http://127.0.0.1:22113/ https://cdn.pendo.io/ https://app.pendo.io/ https://data.pendo.io/ https://pendo-static-5673999629942784.storage.googleapis.com/ https://pendo-io-static.storage.googleapis.com/  'unsafe-eval'; img-src 'self' https://aai-artifacts.my.automationanywhere.digital/ https://fotts.azureedge.net/ https://static2.sharepointonline.com/ https://res.cdn.office.net/ https://*.amazonaws.com/ https://*.googleapis.com/ https://cdn.pendo.io/ https://app.pendo.io/ https://data.pendo.io/ https://pendo-static-5673999629942784.storage.googleapis.com/ https://pendo-io-static.storage.googleapis.com/ ; connect-src 'self' https://aai-artifacts.my.automationanywhere.digital/ https://fotts.azureedge.net/ https://static2.sharepointonline.com/ https://res.cdn.office.net/ http://127.0.0.1:22113/ https://cdn.pendo.io/ https://app.pendo.io/ https://data.pendo.io/ https://pendo-static-5673999629942784.storage.googleapis.com/ https://pendo-io-static.storage.googleapis.com/  https://*.amazonaws.com/ https://*.googleapis.com/ https://*.automationanywhere.digital/, Expires: 0, Pragma: no-cache, Referrer-Policy: same-origin, Strict-Transport-Security: max-age=31536000; includeSubDomains; preload, X-Content-Type-Options: nosniff, X-Correlation-Id: 5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b, X-Frame-Options: SAMEORIGIN, X-Xss-Protection: 1; mode=block] , body:{"code":"generic.server.exception","details":null,"message":"An unexpected problem occurred"}
2025-Mar-21 Fri 08:32:31.290 FATAL [BotRunner-5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b] - com.automationanywhere.iqbot.botcommand.commands.download.DownloadCommandCommand {CORRELATION_ID=5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b, deploymentId=5df90524-ad9e-4771-b214-f425cc2c5a55_62173acd71134b5b, traceId=62173acd71134b5b} - execute(DownloadCommandCommand.java:130) - Download Command Failed. Reason: Failed to fetch Document URL java.lang.RuntimeException: Download Command Failed. Reason: Failed to fetch Document URL