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Troubleshooting platform access

Having trouble accessing the platform? Use the below error codes to find the remedy

Error code 400

  • It means there is an outdated domain name system (aka DNS) in your browser.
  • To fix it you need to clear the DNS. To do this, click on the Windows Start Button and in the search box type 'Command Prompt'. In the search results, click on 'Command Prompt' and when it opens type in ‘ipconfig/flushdns’ at the end of the current text that is shown there. Then hit Enter. Close the 'Command Prompt' window and open the platform again.

Error code 401

  • It means your credentials have expired for this session.
  • To fix it you need to log out and log back in and your credentials will have been refreshed.

Error code 404

  • It means the page is not found.
  • To fix it there are two options. You can check the URL has been input correctly or you can go to the platform home page and try navigating to the required page again. 

Error code 500

  • It means the page is broken.
  • There isn’t anything you can do about this. Get in touch with your Customer Success Manager or email help@thehappinessindex.com and let them know the URL of the page you were trying to access.

Error code 503

  • It means the service is unavailable and the server currently can’t handle your request due to high traffic.
  • This is a temporary issue, so refresh the page to start with. If that doesn’t work, you can close and reopen the browser, restart your device or clear your cache. Otherwise, come back later.

Error code 504

  • It means the gateway timed out as the server was taking too long to respond.
  • To fix it refresh your page.

Session in Progress error

  • It means when you try to reuse a link it sees another session associated with your account is in use and won’t let you in.
  • To fix it you can paste this link https://thi.vote/clear into your browser to clear your session and get back in, but you may lose your survey progress if you were in the middle of one.

SSO errors

Firstly talk to your organisation's IT department. If they cannot resolve the issue or it is not an issue with the provider, escalate to THI.

General Troubleshooting

If you have any issues accessing the platform or a survey or if the platform is running slow, perform each of these steps and try to access the platform again after each one:

  1. Refresh the page
  2. Log out of the platform and log back in again
  3. Try using a different browser e.g. Firefox, Chrome
  4. Try to access the page in Incognito Mode
  5. Clear your browsing history and cookies
  6. Restart your device

An example of Error Code 500.