support site down?

  • 0
  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
I'm trying to open a case on the support website, but I keep getting 500 Internal Server Error. I've tried both Firefox and I.E.

I occasionally run into an issue but usually waiting 30 seconds and reloading fixes it, but its not working today.
Photo of Dave E Martin

Dave E Martin

  • 272 Points 250 badge 2x thumb

Posted 3 years ago

  • 0
  • 1
Photo of Drew C.

Drew C., Community Manager

  • 37,366 Points 20k badge 2x thumb
Hi Dave,
Which URLs or site areas are you trying to access so that I can notify our webteam?  I've checked a few areas and things seem to work for me, but maybe I'm in the wrong place.

-Drew
(Edited)
Photo of Dave E Martin

Dave E Martin

  • 272 Points 250 badge 2x thumb
It started working shortly after I posted this, but this was the url:

https://extranet.extremenetworks.com/mysupport/ocm/_layouts/apps/ocm/item.aspx?case=New

Even though it seems to be working now, it seems very sluggish.
Photo of Drew C.

Drew C., Community Manager

  • 37,366 Points 20k badge 2x thumb
Thanks for letting us know.  Our IT group is aware of the sluggish response and are working to resolve it.  I'm not sure of an ETA on the repair, however.

-Drew
Photo of rbrt_weiler

rbrt_weiler

  • 834 Points 500 badge 2x thumb
Downloading new images does not work as well. After signing in to the Extranet and clicking on the download link for BD, Summit, ..., this is the only message I get:
The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.
I already saw this yesterday.
Photo of Dave E Martin

Dave E Martin

  • 272 Points 250 badge 2x thumb
Happening again, I'm getting this message in both Firefox, and in I.E.

The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.[08:30:20]

The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.[08:31:00]
Photo of Drew C.

Drew C., Community Manager

  • 37,366 Points 20k badge 2x thumb
Sorry you're having trouble.  I'll get with our server team and get them on it.
Thanks for letting us know!
Photo of Dave E Martin

Dave E Martin

  • 272 Points 250 badge 2x thumb
Photo of Drew C.

Drew C., Community Manager

  • 37,366 Points 20k badge 2x thumb
Hi Dave,
I think I've replicated the problem and have provided the steps to our IT group to investigate.
I'm getting the error now too - consistently.  If I exit the browser and come back, it's fine.  It seems to happen when using the logout link in eSupport and then trying to login again.

If you completely exit and re-open your browser, does it work?

-Drew
(Edited)
Photo of Dave E Martin

Dave E Martin

  • 272 Points 250 badge 2x thumb
If I open a private window, and go to the above url directly (the ...start.swe one), it works.
Photo of rbrt_weiler

rbrt_weiler

  • 834 Points 500 badge 2x thumb
I just tested the behaviour. The browser was closed before - I even rebooted my client.

Try 1: Regular browser window
  1. I go to extranet.extremenetworks.com and sign in.
  2. I click on the link to download BD/Summit images.
  3. I need to sign in again.
  4. I get the aforementioned error message.
Try 2: Incognito window

Step 1 - 3 are the same, but the support site works.
Photo of Drew C.

Drew C., Community Manager

  • 37,366 Points 20k badge 2x thumb
I'll check in with the webteam to find out if they're any closer to resolving this.  At least there's a workaround for now...
Photo of Richard

Richard

  • 60 Points
Hi, I keep getting this error whilst trying to create an account to register for a course :-(
Photo of Drew C.

Drew C., Community Manager

  • 37,350 Points 20k badge 2x thumb
Can you share the affected link with me?  Need to make sure I chase the right people down.