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[TS] 500 error Troubleshooting

[TS] 500 error Troubleshooting

Owned by Emily Call (Unlicensed), created
Last updated: Dec 01, 2023
1 min read

 Problem

Client is seeing a 500 error when trying to log into the platform but internal team members can log in successfully.

https://singlecommhelp.zendesk.com/agent/tickets/35934

 Trouble Shooting / Solution

  1. Triage first:

    1. Get a video / screenshots / steps to reproduce

    2. Request the specific URL

    3. ask if others are also experiencing the issue

  2. Try to log in from a different URL and see if the same issue can be reproduced

  3. Check the database log to see if any ACE / ACLs have been updated / changed (anyone with database access can check this)

  4. If ACE/ ACLs have been changed, change them back and have client refresh and see if it’s resolved.

Database Log of ACE / ACL

  1.  

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