Server error when creating/viewing licenses

[antidipyramid]

From Jim:

We’ve been experiencing some issues with the document search website that might need some investigating…certain users appear to be having issues specifically with creating and viewing license entries resulting in the “server error” page popping up.

Troubleshooting we’ve performed:

I’ve checked their user permissions, and everything looks normal for being able to view/add entries.
I’ve tested adding/viewing licenses myself both on my home network and county network and am not encountering the same problem on my machine.
We’ve tried multiple browsers on their machines, uploading different pdfs, etc with same result.
One user has noticed the server error page when trying to download licenses for viewing and noted that the issue seems to be intermittent (worse in mornings?).
Issue was reported to have started somewhat recently (past week or two).

[antidipyramid]

@jim-z A few follow up questions:

1. Have you tried creating licenses on the staging site? I wonder if the error can be replicated there.

2. Does the error occur when navigating to the license creation page or when trying to save a new license? And when viewing license is the error as a result of navigating to the listing page or only when clicking on a specific license?

3. You mention that the issues have started recently. Have they been viewing/creating licenses consistently in the past few months and only now encountered this problem? Or have they only recently been interacting with licenses?

I ask (3) because the last changes we pushed to the docsearch backend were in May. Just trying to rule out those changes as the cause.

[jim-z]

@antidipyramid answers below:

1.) I currently only have viewing privledges on the staging site but I have not encountered any issues adding/viewing issues with my account on production so I don't know that it would make a difference anyway.

2.) Error occurs for these users when trying to save a new license or when clicking on a license to view. License creation page and listing pages are displaying normally.

3.) The user having issues viewing (jhesslau) has been using the site consistently for past couple years. The user having issues adding (sgriffin) is relatively new and might not have been interacting with the site before May.

[antidipyramid]

Hi @jim-z, we just pushed a change that should address at least one error users were encountering. Can you please have the affected users try to create and view licenses again?

[jim-z]

@antidipyramid seems to be working intermittently now for the user that was having the most issues. I'm thinking there is an issue with our county network firewall blocking access to aws attachments... Here is an error that popped up for @hallj89 today while trying to open a document while connected to our network (he tried again from his home internet and it worked fine...):

[antidipyramid]

@jim-z Interesting! We don't seem to have gotten any new site errors relating to viewing/creating licenses (technically, we did get one but it looks like it was due to an invalid shape being entered rather than a code issue).

Let us know if you need us to change or configure anything in AWS after you get in touch with your IT team.