"Unexpected Error" message when logging in to xMatters

On some occasions, attempting to log in to xMatters will result in error messages such as "Unexpected Error", "Unable to load incident", "We've run into a problem while retrieving your data", or "Service Internal Errors" when accessing system features.

These errors usually occur due to one or more of the following reasons:

• Your browser failed to properly clean up temporary files needed by the web user interface (often the result of a browser crash or unexpected shutdown)

• Browser cache or cookie issues

• Temporary system glitches

• Browser compatibility problems

• Temporary network or connection issues

To resolve this issue, try the following troubleshooting steps:

• Refresh the page and attempt to log in again

• Clear your browser's cache or recent browsing history. You can clear all of the cached information, or just the data from the past day or so

• Try using a different browser

• Access the system from another device

• Check your internet connection

• If your organization uses SSO, try the SSO Bypass option if available

• Wait a short time and try again, as the error may be temporary

If the problem persists after trying these steps, contact your xMatters system administrator or xMatters Support with specific details about the error you're experiencing.

For instructions on how to clear cache for your specific browser and version, consult your browser's help.

xMatters internal reference: DTN-4768