There may be several reasons why a user may receive error 500.
Troubleshooting will be needed in most cases in order to resolve the issue. The 500 Error is displayed below:
First thing we should check is whether or not the FL has finished completing their profile.
If a user has not finished setting up their profile, some users may receive a 500 error when trying to log back into their Upwork account.
If the user is receiving the 500 error and it’s not associated with an incomplete profile or submitting proposals, help the user troubleshoot.
Ask probing questions:
Are they using Windows or a MAC?
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Phone/Chat: If user is unsure, instruct them to go to https://www.whatsmybrowser.org/ - by simply going to that page all of their system info will be displayed (type of computer, browser, etc.)
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- Once you determine this information, you can give troubleshooting steps to clear cache/cookies and/or how to complete a DNS flush etc.
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- Tickets: If the user does not specify or is unsure, provide the link https://www.whatsmybrowser.org/ but also provide troubleshooting steps for both Windows and MAC computers (e.g. Clearing cookies, cache, DNS flush etc) - this will help with FCR
Check for connection issues by instructing the user to:
For Windows: open browser > hold down these 3 buttons at the same time on their keyboard: (ctrl+shift+i)
For MAC: open chrome browser > View > Developer > Developer Tools
- A pop up window appears on the right side of the screen (MUST be in a web browser to see this) so they can see their console data and view any errors such as this one below.
- In this case there is a network issue that is highlighted in red below, the user will need to troubleshoot any internet issues and/or can call their Internet service provider
- Agents should request users send a screenshot of any errors so we can determine whether or not the issue should be escalated to Technical Support
- If everything seems okay, see instructions on DNS Flush below
DNS Flush
Instruct the user to try a DNS Flush, this will typically help resolve issues with general 500 Errors. Instructions for Windows/MAC computer, can be found on the following link: https://www.wikihow.com/Flush-DNS