General Error - Message in Agent-Dashboards

roecky

Hi there,
we are currently trying out Rei3 in version 3.9.5.5550. REI3 runs on Windows Server 2022, the database runs on a dedicated PostgreSQL which is running on the same host. The services for Rei3 and PostgreSQL are controlled via Group Managed Service Accounts.

Currently, we are getting a “General Error” when opening the following areas:

Error message:

There is no information from the operating system's event LOG or from the Rei3 logs. Nothing about this error is recorded in the LOG. After the message has been clicked away, work can be done normally. As soon as you call up the page again or refresh, the message appears again.
A test-installation of Rei3 with a stand-alone database on a test client does not exhibit this behavior.

I look forward to your questions and answers.

gabriel

Hello and welcome to the forum 🙂

A 'general error' should only be shown to users if there is a system issue that is not relevant to the user. Though in this event a user with admin permissions should get the full error message.

As this does not appear to be the case, we would need to take a look to find the issue.

To save time, you could also choose to upgrade to the latest version of both the platform (REI3.10) & the ticket application (REI3 Tickets v290) and see if the error disappears.

Please let me know how you would like to proceed.

roecky

Hey good morning,
I hadn't expected such a quick response - thank you very much. I updated the platform version to 3.10.0.5695 this morning. lsw_tickets' v290 of 17.02.2025.

The message continues to appear. The same Error appears with the Administrator:

Nothing from the LOGS either. Can I provide more information that would help to troubleshoot.

gabriel

I´ve had a look and talked to my colleague who primarily works on the ticket system. We could not find any likely candidates for this error.

I also checked our own support tickets as well as knowledge base - no luck.

Maybe, but that is a long shot, could the DB encoding be wrong? Could you please check if your REI3 DB is encoded as UTF8?

I can offer to have a look remotely via Teams call, if your open to that. An error like this should not happen and we are interested in learning the cause.

roecky

Thank you very much for the offer Gabriel - I would be very happy if you could take a look at it. Teams works perfektly for me.
I've checked the database - is utf8

gabriel

For finding a date/time, may I contact you with your email address you´ve used to register in this forum?

roecky

Yes, please. Thank you - I look forward to a message from you 🙂

gabriel

Mail has been sent - thank you for taking the time 🙂