Does this particular customer have a lot more records than others? That might be it. See https://community.shopify.com/c/Shopify-APIs-SDKs/Ordering-REST-Api-results-by-updated-at-causes-500... for details. The sorting criteria could be timing out trying to shuffle the results. Perhaps querying against last modified timestamps would return a smaller result set?
The 500 error is from a timeout on our end and is due to the 'order=updated_at asc' param you are passing. Unfortunately using the 'order' param isn't documented and therefore not supported. Removing this from your call should resolve your issue. Please see our docs on the REST Product endpoint for valid params that you can pass.
Kevin_A | Developer Support @ Shopify
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