SOLVED: Cannot access dashboard | 503 and 504 errors

[kmichailg]

Here's some more info and screenshots:

I can access the login page using Private Browsing/Incognito. But once I submit my login credentials I encounter 504 Gateway Error.

[mikeshand]

Unable to login to the dashboard for at least 5 hours this morning using various browsers. I got in once on Sunday, but mostly got the same error.

Gateway Timeout

The gateway did not receive a timely response from the upstream server or application.

[OutagesIO_Support]

Hi,

That's so strange. Not doubting you at all, just not sure how to diagnose this. We have a similar problem with another person trying to get their agent to work but it cannot reach the receiving servers.

We know there is a gateway issue which is something we've been working on for days but it's not consistent, it's random, and it doesn't take the entire site down, just now and then.

We've been monitoring everything internally non stop and do see some latency problems and know when there are complete disconnections between app/db servers and so on but we reset those as quickly as we learn about them.

There must be something members are seeing that we simply haven't caught which is odd considering we're using the service from remote too so would experience the same things.

Still digging and definitely appreciate your ongoing input on this.

[mikeshand]

Still get the same error when attempting to login to my own account, BUT strangely I CAN login to the demo account! So is it some problem specific to my account?

I tried to do a password reset both using my email address and my username and in both cases it said it had sent a reset to my correct email address (so it knew the correspondence between the two) but nothing has arrived after 10 minutes, and yes I have checked my spam.

[OutagesIO_Support]

Hi,

We can see in the email logs that the emails are making it into the site, which appears to be Google.
The email is not bouncing back so maybe the email service is quietly blocking outagesio.com?

Have you tried sending a reply to us and whitelisting it from the same mail service? Just send an email to noreply@outagesio.com. Even if it bounces, it'll whitelist the service.

/var/log/smtp.log:Apr  5 10:53:12 mx postfix/smtp[29689]: DAFD9AE798: to=<xxxxx@xxxxx.org.uk>, relay=aspmx.l.google.com[172.217.194.27]:25, delay=3.1, delays=0.01/0/1.8/1.3, dsn=2.0.0, status=sent (250 2.0.0 OK  1649181191 f13-202a792ed00159ba2i4079lg.326 - gsmtp)

[SBK]

@mikeshand

Hi Mike,
Since I have no way to access to your dashboard may I ask you your permission to force-change your password so i can test it?

[mikeshand]

Well that's interesting. I've managed to get the password reset email and reset it to the same password. It then automatically logged me in and I could see my dashboard.

So I logged out and tried to login again and I am back to getting the error!

[mikeshand]

Sorry, messages crossed. Yes go ahead and force change the password.

[SBK]

@mikeshand
I will send it to your email address so we can both test and double check

[mikeshand]

The new password gives the same gateway timeout error for me.

[SBK]

@mikeshand
Mail sent

I would like also to suggest one more thing to test meanwhile...

If you open a new tab and copy the following link:
https://app.outagesio.com/agent/manage

Are you able to login going directly to that link?
Or not?

If yes, are you receiving the gateway error only when you try to access the dashboard?
If yes, can you try to access the following link?
https://app.outagesio.com/agent/updateNotifications/id/127083

[mikeshand]

The first link takes me to a login page where I can type in my credentials and I get to my dashboard just fine.

The second link takes me to the notifications page and from there I can move back to my agent with no problems.

If I then logout I can now login again from the usual place.

I'm totally perplexed. Something to do with browser caching?

If I now try from DuckDuckGo it works fine from there too.

So something seems to have sorted the problem.

[SBK]

@mikeshand

That was my bet but could not be sure.
Try for a while switching back and forth using different browsers, eventually clearing cache and forms data from the very beginning (not only the last 48 hours) and lets see if that explains a bit the problem.

Of course test logout and login again few times before stating all is solved ;-)

[mikeshand]

Thanks. I'll report back after a few days.

[SBK]

@mikeshand
Perfect, feel free to change the password anytime.

[7thlensinc]

I am having the same issue as the users above I get a Gateway timeout error. I've cleared all cache and also tried incognito.

The only combination of things I can get to work, and allow me to log in are to open the page in incognito and make sure I do not have "Remember me next time" checked.

Please let me know if I can help out trouble shooting in any other way.

[OutagesIO_Support]

Hi, @7thlensinc

Can you try some of the steps that were shared above or have you already.

This has been quite the stumper, hard to address since we can never replicate it. If we could, we would know what we need to fix, if anything.

I have personally had a tor browser up for days expecting a gateway error but none ever. It seems to be a random thing for some but not all.

[SBK]

@7thlensinc

The only suggestion I can give right now is to clean all the cache and the forms data from the very beginning (not the last days or hours) and eventually change your password form the account link.

We will keep an eye on this issue anyway

[7thlensinc]

@OutagesIO_Support I have tired the steps above. I have the same results as the other uses. I did notice some console errors. Don't know if they is helpful but I grabbed a screen grab.

[SBK]

@7thlensinc

Is it consistent?
Can you replicate that?
...and eventually show the console together with the page?