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  5. SOLVED: Cannot access dashboard | 503 and 504 errors
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SOLVED: Cannot access dashboard | 503 and 504 errors

Scheduled Pinned Locked Moved OutagesIO features, agent or service questions
dashboarderror503504
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  • O outages.io.visuel

    @kmichailg said in Cannot access dashboard | 503 and 504 errors:

    Hello,

    For the past week I haven't been able to access the user dashboard via https://app.outagesio.com. Is the service down?

    1039c210-cce3-44b8-be0f-dae8083fd81e-image.png

    @kmichailg said in Cannot access dashboard | 503 and 504 errors:

    Hello,

    For the past week I haven't been able to access the user dashboard via https://app.outagesio.com. Is the service down?

    SBKS Offline
    SBKS Offline
    SBK
    wrote on last edited by
    #10

    @outages-io-visuel
    @kmichailg

    Please let me know if you are still experiencing the same issues now

    Ed (K.)
    Development Team

    O 2 Replies Last reply
    0
    • SBKS SBK

      @outages-io-visuel
      @kmichailg

      Please let me know if you are still experiencing the same issues now

      O Offline
      O Offline
      outages.io.visuel
      wrote on last edited by
      #11

      @SBK
      dashboard at app.outagesio.com is ok now!

      www.outagesio.com gives a timeout now.

      1 Reply Last reply
      0
      • SBKS SBK

        @outages-io-visuel
        @kmichailg

        Please let me know if you are still experiencing the same issues now

        O Offline
        O Offline
        outages.io.visuel
        wrote on last edited by
        #12

        @SBK
        Can not see dashboard at https://app.outagesio.com/agent/dashboardUnified/id/128915 now
        Gateway Timeout.....

        SBKS 1 Reply Last reply
        0
        • O outages.io.visuel

          @SBK
          Can not see dashboard at https://app.outagesio.com/agent/dashboardUnified/id/128915 now
          Gateway Timeout.....

          SBKS Offline
          SBKS Offline
          SBK
          wrote on last edited by
          #13

          @outages-io-visuel
          b7d79f1f-bb3c-463d-89dd-1107e23ebab6-image.png

          So it is definitely something related to DNS replications at this point
          Let us check a bit more why this is affecting some regions only

          Ed (K.)
          Development Team

          1 Reply Last reply
          0
          • OutagesIO_SupportO Offline
            OutagesIO_SupportO Offline
            OutagesIO_Support
            wrote on last edited by
            #14

            Actually, no DNS changes had to be made for this move other than the dnspoints slave server which is only used for members DDNS.

            On this end of the network, other than a database issue that lasted around an hour yesterday, the only issues we still have is a slowness between servers due to heavy traffic that is being worked on.

            Nothing else should affect the service other than in short burps so this problem is very perplexing.

            Regards,
            OutagesIO Support

            Search engines favor deep pockets making it difficult to find services like OutagesIO.
            To help us, you could leave a Google review, or share your reports in forums, or social media.
            You could mention us in articles, and perhaps someone would review us.
            We count on satisfied members spreading the word!

            K 1 Reply Last reply
            0
            • OutagesIO_SupportO OutagesIO_Support

              Actually, no DNS changes had to be made for this move other than the dnspoints slave server which is only used for members DDNS.

              On this end of the network, other than a database issue that lasted around an hour yesterday, the only issues we still have is a slowness between servers due to heavy traffic that is being worked on.

              Nothing else should affect the service other than in short burps so this problem is very perplexing.

              K Offline
              K Offline
              kmichailg
              wrote on last edited by kmichailg
              #15

              @OutagesIO_Support

              There seemed to be a problem with cookies and local browser data. I am accessing the dashboard using a windows PC and a macOS PC, on both Chrome and Firefox. Accessing it via Incognito/Private Browsing allows me to log back in. Little bit of inconvenience but for almost 2 weeks I thought the dashboard was down. Probably something with the DNS issue you guys have raised.

              P.S.
              Yes it is still ongoing for me. I haven't cleared my local cache and I am willing to send it to you guys for debugging.

              Update:
              Tried to login to Incognito on Windows PC and got hit with another 504 error.

              Update #2:
              Tried connecting via VPN located at Singapore and London. Still can't login. Gateway timeout still.

              1 Reply Last reply
              0
              • K Offline
                K Offline
                kmichailg
                wrote on last edited by
                #16

                Here's some more info and screenshots:

                e054e380-a01d-467e-a687-86631d0419fc-image.png

                I can access the login page using Private Browsing/Incognito. But once I submit my login credentials I encounter 504 Gateway Error.
                5ef21755-3345-49b6-a01b-30872c8bfdf6-image.png

                1 Reply Last reply
                0
                • M Offline
                  M Offline
                  mikeshand
                  wrote on last edited by
                  #17

                  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.

                  1 Reply Last reply
                  1
                  • OutagesIO_SupportO Offline
                    OutagesIO_SupportO Offline
                    OutagesIO_Support
                    wrote on last edited by
                    #18

                    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.

                    Regards,
                    OutagesIO Support

                    Search engines favor deep pockets making it difficult to find services like OutagesIO.
                    To help us, you could leave a Google review, or share your reports in forums, or social media.
                    You could mention us in articles, and perhaps someone would review us.
                    We count on satisfied members spreading the word!

                    1 Reply Last reply
                    0
                    • M Offline
                      M Offline
                      mikeshand
                      wrote on last edited by
                      #19

                      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.

                      SBKS 1 Reply Last reply
                      0
                      • OutagesIO_SupportO Offline
                        OutagesIO_SupportO Offline
                        OutagesIO_Support
                        wrote on last edited by
                        #20

                        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)
                        

                        Regards,
                        OutagesIO Support

                        Search engines favor deep pockets making it difficult to find services like OutagesIO.
                        To help us, you could leave a Google review, or share your reports in forums, or social media.
                        You could mention us in articles, and perhaps someone would review us.
                        We count on satisfied members spreading the word!

                        1 Reply Last reply
                        0
                        • M 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.

                          SBKS Offline
                          SBKS Offline
                          SBK
                          wrote on last edited by
                          #21

                          @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?

                          Ed (K.)
                          Development Team

                          1 Reply Last reply
                          0
                          • M Offline
                            M Offline
                            mikeshand
                            wrote on last edited by
                            #22

                            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!

                            1 Reply Last reply
                            0
                            • M Offline
                              M Offline
                              mikeshand
                              wrote on last edited by
                              #23

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

                              SBKS 2 Replies Last reply
                              0
                              • M mikeshand

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

                                SBKS Offline
                                SBKS Offline
                                SBK
                                wrote on last edited by
                                #24

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

                                Ed (K.)
                                Development Team

                                1 Reply Last reply
                                0
                                • M Offline
                                  M Offline
                                  mikeshand
                                  wrote on last edited by
                                  #25

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

                                  1 Reply Last reply
                                  0
                                  • M mikeshand

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

                                    SBKS Offline
                                    SBKS Offline
                                    SBK
                                    wrote on last edited by
                                    #26

                                    @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

                                    Ed (K.)
                                    Development Team

                                    1 Reply Last reply
                                    0
                                    • M Offline
                                      M Offline
                                      mikeshand
                                      wrote on last edited by
                                      #27

                                      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.

                                      SBKS 1 Reply Last reply
                                      0
                                      • M 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.

                                        SBKS Offline
                                        SBKS Offline
                                        SBK
                                        wrote on last edited by
                                        #28

                                        @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 ;-)

                                        Ed (K.)
                                        Development Team

                                        1 Reply Last reply
                                        0
                                        • M Offline
                                          M Offline
                                          mikeshand
                                          wrote on last edited by
                                          #29

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

                                          SBKS 2 Replies Last reply
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