Overview

A customer gets an error when clicking an article/ad from the search results in APA (Active Paper Archive)

Environment

Active Paper Archive

Root Causes

• Browser issues.
• Network issues.
• Indexing issues.
• Files are missing on the server.

Resolution

1. Collect the following from the customer to reproduce the issue:
   1. URL of the application.
   2. Keywords used in the Search box.
   3. The title(s) and date of the article/ad from the search result that produced the error.
2. If the issue cannot be reproduced, suggest to clear the cache and cookies or use another browser.
3. If the issue is reproducible, check browser DevTools (F12 for Chrome);
4. Click the Network tab.
5. Reload the page.
6. Look for the failed request - it should be marked red and has a Status of 500;

7. Update the private comment with the link of the failed request.
8. Try again to reproduce the error from both the top and left search bars.
9. If the error does not occur, suggest using the search bars instead.
10. If the issue still persists, escalate to L2.