Problem:

When logged into Visual Command Center (VCC), the following error occurs:

An application error has occurred. Please reload the page and try again.

Root Cause:

Application errors may be caused by any of the following:

1. Local network connectivity issues
2. Expired login session
3. Temporary disconnection
4. Browser Extension interference
5. Invalid or corrupt data was uploaded that the platform cannot parse.
6. The GLOBAL COVID-19 feed is disabled for some or all users.
7. Access to Pendo.io is blocked by browser or local network infrastructure.

Solution:

1. Local network connectivity issues.
   • Ensure that a strong Wi-Fi internet connection is established by being as near to the Wi-Fi router as possible.
   • If a wired Internet connection is used, check internet connectivity by visiting any other website.
   • Check with an internal IT team to validate any local Internet outages being reported.
2. Expired login session.
   • Log out of VCC and log back in.
3. Temporary disconnection.
   • Log out of VCC and log back in.
4. Browser Extension interference.
   • Check with an internal IT department to review the browser's plug-ins for any interference.
     • Known extensions that cause issues so far:
       • "uBlock Origin"
       • "Privacy Badger"
       • "Grammarly"
5. Invalid or corrupt data was uploaded that the platform cannot parse.
   • Check the most recent uploaded file to ensure the correct headers are used and that the file does not contain corrupt data.
6. Enable the GLOBAL COVID-19 Feed:
   • Log in to the Admin Console.
   • Click on the Context dropdown from the left side of the page.
   • Click on GLOBAL COVID-19.
   • Click Enabled.
   • Click Save.
7. Access to Pendo.io is blocked by browser or local network infrastructure.
   • Open Developer Tools (F12)
   • Recreate the issue
   • Look for ERR_BLOCKED_BY_CLIENT (see screenshot for an example)
   • If found, advise customer to contact local IT to unblock access to Pendo.io

Helping Technical Support Diagnose Platform Errors:

If the above solutions do not resolve the issue, you can help technical support diagnose platform errors by providing the following information:

1. Capture a HAR file when the error occurs:
   • Open browser developer tools (F12 or right-click and select "Inspect")
   • Navigate to the Network tab
   • Reproduce the error
   • Right-click in the network panel and select "Save all as HAR"
2. Save the browser console log:
   • Open browser developer tools (F12)
   • Navigate to the Console tab
   • Reproduce the error
   • Right-click in the console and select "Save as..."
3. Provide details about your login method (SSO or direct login)
4. Document the specific actions you were performing when the error occurred
5. Be prepared to participate in a remote troubleshooting session if requested by technical support