System Error Troubleshooting

System Error Troubleshooting

This guide helps you troubleshoot system-level errors in EquiBillBook, including server errors, database errors, and critical system issues that may affect your ability to use the application.

Understanding System Errors

System errors are typically more serious than user errors and may indicate issues with:

• Server connectivity or availability
• Database connection or integrity
• System configuration problems
• Resource limitations (memory, storage)
• Application bugs or conflicts

Common System Error Messages

1. "500 Internal Server Error" or "Server Error"

What it means: The server encountered an unexpected condition that prevented it from fulfilling the request.

Troubleshooting Steps:

1. Refresh the Page: Sometimes temporary server issues resolve with a refresh
2. Wait and Retry: Wait a few minutes and try again - may be temporary server load
3. Clear Browser Cache: Clear cache and cookies, then try again
4. Check Service Status: Verify if EquiBillBook services are operational
5. Try Different Browser: Test in different browser to rule out browser issues
6. Contact Support: If error persists, contact support with error details

2. "503 Service Unavailable" or "Service Temporarily Unavailable"

What it means: The server is temporarily unable to handle the request, often due to maintenance or overload.

Troubleshooting Steps:

1. Check Maintenance Schedule: Verify if scheduled maintenance is in progress
2. Wait and Retry: Wait 10-15 minutes and try again
3. Check Service Status Page: Look for service status announcements
4. Try Later: If during peak hours, try during off-peak times
5. Contact Support: If service remains unavailable, contact support

3. "404 Not Found" or "Page Not Found"

What it means: The requested page or resource cannot be found on the server.

Troubleshooting Steps:

1. Check URL: Verify the URL is correct and complete
2. Use Navigation Menu: Use application navigation instead of direct URLs
3. Clear Browser Cache: Clear cache as page may have moved
4. Check Permissions: Verify you have access to the requested page
5. Try Login Again: Log out and log back in

4. "Database Connection Error" or "Unable to Connect to Database"

What it means: The application cannot connect to the database server.

Troubleshooting Steps:

1. Wait and Retry: Database may be temporarily unavailable - wait and retry
2. Check Service Status: Verify database services are operational
3. Refresh Page: Refresh the page to retry connection
4. Contact Support: Database issues require technical support - contact immediately

Note: Database errors are critical - contact support immediately if this error persists.

5. "Timeout Error" or "Request Timeout"

What it means: The server took too long to respond to the request.

Troubleshooting Steps:

1. Check Internet Connection: Verify stable internet connection
2. Reduce Data Volume: If generating reports, reduce date range or apply filters
3. Retry Request: Try the operation again
4. Check Server Load: Server may be under heavy load - try during off-peak hours
5. Simplify Operation: Break large operations into smaller ones

6. "Memory Error" or "Out of Memory"

What it means: The system has run out of available memory to complete the operation.

Troubleshooting Steps:

1. Close Other Tabs: Close unnecessary browser tabs to free memory
2. Reduce Data: Reduce data volume in the operation (smaller date ranges, filters)
3. Restart Browser: Close and restart your browser
4. Try Different Browser: Some browsers handle memory better
5. Simplify Operation: Break complex operations into smaller steps

7. "Session Expired" or "Your Session Has Expired"

What it means: Your login session has timed out due to inactivity.

Troubleshooting Steps:

1. Log In Again: Simply log in again to create a new session
2. Save Work Frequently: Save your work regularly to avoid data loss
3. Increase Session Timeout: Check if session timeout can be adjusted in settings
4. Stay Active: Interact with the application periodically to keep session alive

8. "SSL Certificate Error" or "Security Certificate Error"

What it means: There's an issue with the SSL/TLS certificate for secure connection.

Troubleshooting Steps:

1. Check System Date: Verify your computer's date and time are correct
2. Update Browser: Update browser to latest version
3. Clear SSL State: Clear SSL state in browser settings
4. Contact Support: Certificate issues need to be resolved by technical team

Critical System Issues

Application Not Loading

If EquiBillBook doesn't load at all:

1. Check Internet Connection: Verify internet is working
2. Check Service Status: Verify EquiBillBook services are operational
3. Try Different Browser: Test in different browser
4. Clear Browser Data: Clear cache, cookies, and browsing data
5. Disable Extensions: Temporarily disable browser extensions
6. Check Firewall: Verify firewall isn't blocking the connection
7. Contact Support: If none of above work, contact support immediately

Data Not Saving

If data isn't being saved:

1. Check Connection: Verify internet connection is stable
2. Check Permissions: Verify you have permission to save data
3. Review Validation: Check for validation errors preventing save
4. Try Again: Retry saving the data
5. Check Browser Console: Open browser console (F12) for errors
6. Contact Support: If data loss occurs, contact support immediately

Slow Performance

If application is running very slowly:

1. Check Internet Speed: Verify internet connection speed
2. Close Other Applications: Close unnecessary applications
3. Clear Browser Cache: Clear cache and temporary files
4. Reduce Data Volume: Use filters and shorter date ranges
5. Check Server Status: Server may be under heavy load
6. Try Off-Peak Hours: Use application during off-peak hours

Browser Console Errors

To check for JavaScript errors:

1. Open Developer Tools: Press F12 or right-click → Inspect
2. Go to Console Tab: Click on "Console" tab
3. Look for Errors: Red error messages indicate problems
4. Note Error Details: Copy error messages for support
5. Clear Console: Clear console and reproduce the issue

Network Diagnostics

To diagnose network issues:

• Check Internet Connection: Verify other websites load correctly
• Test Connection Speed: Use speed test tools
• Check Firewall: Verify firewall allows EquiBillBook
• Disable VPN: Temporarily disable VPN if using one
• Try Different Network: Test from different network (mobile hotspot)

Preventing System Errors

• Keep Browser Updated: Use latest browser version
• Clear Cache Regularly: Clear browser cache periodically
• Stable Internet: Use stable internet connection
• Save Work Frequently: Save data regularly to prevent loss
• Monitor System Resources: Close unnecessary applications
• Follow Best Practices: Follow recommended usage patterns

When to Contact Support

Contact EquiBillBook support immediately if:

• System errors persist after trying troubleshooting steps
• You see database connection errors
• Data is lost or corrupted
• Application is completely inaccessible
• Multiple users are experiencing the same error
• Error messages indicate security issues

Information to Provide Support

When contacting support for system errors, provide:

• Exact Error Message: Complete error message text
• When It Occurred: Date and time of error
• What You Were Doing: Steps leading to the error
• Browser Information: Browser name and version
• Operating System: OS name and version
• Screenshots: Screenshots of error messages
• Console Errors: Any errors from browser console (F12)
• Steps Tried: Troubleshooting steps you've already attempted

Emergency Procedures

In case of critical system errors:

1. Don't Panic: Most errors are temporary and resolvable
2. Save Work: If possible, save any unsaved work
3. Document Error: Take screenshots and note error details
4. Try Basic Fixes: Refresh page, clear cache, try different browser
5. Contact Support: Reach out to support with error details
6. Follow Instructions: Follow support team's guidance

System errors can be concerning, but most can be resolved with the troubleshooting steps provided. If errors persist or are critical, don't hesitate to contact EquiBillBook support for immediate assistance.