Email API timing out – works in Outlook but fails through Nylas

Question and Answers
1

We’re experiencing an issue where our email integration (using the Nylas API) suddenly stopped working. The same Outlook mailbox works fine directly in the browser, but API requests via Nylas are returning the following error:

{
“request_id”: “965210088-b41bd98a-00b8-46ef-8ef3-c3c9772dbcb1”,
“error”: {
“type”: “provider_timeout_error”,
“message”: “Request timed out. Please try with a smaller page size or use a narrower filter so that the request can be completed within the timeout period. For more information, please go to ``https://developer.nylas.com/docs/api/errors/500-response/#error-504---provider-error.”
}
}

We received a reply from Nylas Support (Carlos Higuerey) mentioning the timeout might be caused by IP filtering or performance issues on the email provider side. However, this issue is happening consistently now — not sporadically — and the same Outlook account works fine when accessed directly.

Could you please help us identify:

  • If there have been any recent IP, routing, or connection-related changes on the Nylas side that could affect Outlook provider requests, and

  • Whether there’s any additional diagnostic information or logs we can collect on our end to help pinpoint the cause of these consistent timeouts?

2

Hello @Arunkumar ,

To help us troubleshoot, could you please confirm if you’re still seeing similar behavior in more recent requests? The request_id above appears to be from October 10.

Additionally, could you also confirm if this issue is also occurring for other requests or mailboxes? It would be helpful to see if there’s any clear pattern - for example, if it happens at specific times or with certain mailbox types.

From Nylas’ side, there haven’t been any recent IP, routing, or connection-related changes that would impact these requests. This behavior is most likely coming from the email provider’s side, due to performance or availability issues.

Thanks!