When a ticket arises which claims that a specific user or defined group of users (i.e. not a global outage) are receiving a 500 Error when accessing their Dashboard, please take the following steps to identify and solve the issue:
- Ask the user if they are able to directly access other pages of the platform (ex. https://TRIBOO-URL/my_courses/all-courses). If so, move to step 2. If not, please escalate to your Global Triboo Lead Support representative.
- If the user is able to navigate to other pages within the platform, but not the Dashboard, then it is likely that a course on the user’s Dashboard is exhibiting an error that is locking the user’s dashboard.
- To identify the course causing the error, log-in as the user and manually navigate in the URL to the My Courses page (…/my_courses/all-courses).
- Right-click and open each course in a new tab, until you have identified the course exhibiting the error. The course will display the error “There has been an error on the TRIBOOPLATFORMNAME servers”
- Once the course has been identified, find the course in Studio, enter the first Section>Subsection>Unit of the course and View Live.
- Pass through each page on the course until you arrive at the page with the error. [Note: You may have to scroll down to the bottom of each page to locate the error.]
- Contact the ticket requester and explain the error found and its location. Ask from the requestor if the Content Block causing the error can be Modified or Deleted immediately.
- Fixing the code or deleting the block completely should normally resolve the issue for all users enrolled in the affected course.
