Who is this article for?

Users experiencing issues logging into the WebUI.

IT Administrator permissions may be required to resolve the issue.

If the WebUI encounters an error, it will crash to a blank screen displaying the message: "Something has gone wrong". This is a generic error message that can have several causes. This article explains how to identify and resolve underlying issues.

Investigation steps: check the error log

The first step in any investigation is to check the WebService log file, located on the application server at:

C:\inetpub\wwwroot\[instance]\WebService\WebService.log

The errors recorded here will usually indicate the root cause of the problem.

If your system is hosted by Ideagen, escalate the issue to Ideagen Support.

Common Causes and Resolutions

Back-End Service Slow to Start (v6.0.0.0 – v6.0.1.2)

If you are running a version between v6.0.0.0 and v6.0.1.2, the back-end service can sometimes take longer than expected to wake up, causing the WebUI to display the error on initial load. In this case, simply pressing F5 to refresh the browser will resolve the issue.

Invalid or Expired Security Context Token

In rare cases, the log may contain errors referencing "the message contains an invalid or expired security context token". This occurs when the WebUI attempts to start while the main service's application pool is in the middle of recycling.

While this error is present:

• The desktop application will continue to function normally.
• Error 5074 appears in Event Viewer on the application server:
  
  

Resolution: Recycle the application pool for the WebUI. Once the recycle completes, the WebUI should return to normal operation.

Further investigation for on-prem customers

For self-hosting customers, if the WebService.log contains a different error not covered above, or if the suggested resolutions do not resolve the issue, please contact Ideagen Support and provide the relevant log entries.