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I'm trying to run a report but I am getting an error "The request failed with HTTP status 503: Server Error"

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Jaclynn
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Issue description:
When trying to run a report or generate a receipt or claim, the report window shows an error message "The request failed with HTTP status 503: Server Error"

 

Signs:

 

Basic troubleshooting steps:

  1. Clear cache:
    • Google Chrome:
      • Click the Chrome “Menu” button in the upper-right corner of the Chrome window, choose “Delete browsing data…“, then Advanced Tab
      • To delete everything, select All Time.
      • Make sure Passwords, Autofill, and download history are unchecked to preserve your saved passwords, autofill entries and file downloads.
      • Select the “Clear browsing data” button, and Chrome will clear your cache.

      • Upon a new browser start, the new settings will be in effect

      • Close all open windows

      • Re-start a new Chrome browser window

    • Microsoft Edge:
      • Open Microsoft Edge, select Menu (3 dots icon on top right corner of the browser) > Settings > Privacy, Search and Services & services.
      • Under Clear browsing data, select Choose what to clear.
      • Uncheck Passwords, Autofill, and Download history to preserve saved passwords, Autofill Entries, and Downloaded Files.
      • Select Clear.
      • edge.clearcache.4.png

2. Update your browser:

 

Diagnostic tools/resources:

If clearing the cache and updating your browser do not work, please collect the following logs. 

  • Dev Tools Console:
    • Google Chrome 
      • Click on Chrome settings button ( the three dots in the upper-right hand corner of
        the browser)
      •  Go to More tools > Developer tools. This should open the Chrome developer tools
        panel. Please note that this may popup as a window when using denticon.
      • If you are unable to see the three dots while using Denticon, please press Ctrl+Shift+I
      • Click on the "Console" tab in the Chrome developer tools panel and take a screenshot
    • Microsoft Edge:
      • Click on Edge settings button ( the three dots in the upper-right hand corner of
        the browser)
      • Go to More tools > Developer tools. This should open the Edge developer tools
        panel.
      • Please note that this may popup as a window when using Denticon.
      • If you are unable to see the three dots while using Denticon, please press Ctrl+Shift+I
      • Click on the "Console" tab in the developer tools panel and take a screenshot
  • Tracer test
    • If there is a delay to Denticon a trace to Denticon can be run to determine where the latency (delay) is.
    • To run a latency test, click the Windows Start button, Select “Run”. Type "cmd" (without the quote marks), and click OK.
    • A black window will open. In the black window, type "tracert www.denticon.com" (without quote marks).
    • A response will be returned to the black screen.
    • If there is latency between the first hop or the second (over 100ms), the office should contact the ISP and to further determine a solution to the problem.
    • Take a screenshot of the results

 

Contact support:
If clearing cache and updating your computer browser does not resolve the issue, please submit a help ticket to support with screenshots of the above diagnostic tools.

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