Document number: 11675

 

Who: All IT Help Desk Technicians

Why: Assist in fixing "error 500,""page cannot be displayed," and blank page messages accessing the Portal

What:  If a user gets a blank page, "page cannot be displayed," or "error 500" message when accessing the OW Portal, the first step is to have them delete the Internet Explorer cache. To you can do this in one of two ways:

1) Close all browser windows and then right click the IE icon on the desktop. Go to Properties, and on the General tab select the Delete Files button. Click OK.

OR

2) From an open browser window, go to Tools, select Internet Options and then select the Delete Files button. Click OK. 

Now have the user try accessing the Portal. If successful, close the call.

If unsuccessful, try changing the "Encoding" setting back to Western European (Windows), as follows:

1. Close Internet Explorer.
   
   
2. Go to the Control Panel and select Regional Options.
   
   
3. Click on the General tab and select Language Settings for the System.
   
   
4. Check the box for Western Europe and United States, then click on Set default... .
   
   
5. Retry opening the portal from the Knowledge Garden.

If this doesn't work and if they can access the logon screen but cannot complete the login:

1. Reload the login page and then right-click to select Properties.
   
   
2. In the Page Properties window, there is an Address: option. Check that it shows something like http://10.0.11.76:84/servlet/....
   
   
3. Take the IP address only (10.x.x.x), open a command prompt, and enter ping -a 10.x.x.x. The response should be something like
   
   pinging denowwebs8.jdedwards.com
   
   
4. Send OAMG (120150) the ticket and then send a P1 page advising of the server name and the error received. 

Note: If the user is unable to access the login screen, send a P1 page to OAMG (120150). Be sure to include the error message. 

As a work around, ask the user to try to access a server directly. In IE go to the address bar and enter http://denowwebs ?/jde/owportal, where ? = 1, 2, 3, 4, 9, 11 or 13. 

Note: Not all servers will be available. When the system is working correctly the user would be directed to a working server. By typing in the address manually you are having the user bypass the hardware that directs you to a working server. As a result, the user may or may not connect to an operational server, so he might have to try a number of servers before finding one that works. As long as the server the user accesses is not the one he is being automatically redirected to, he should be able to log in.

Escalation: OAMG (Q120150) is the escalation point for the OW Portal, they will if need be pass the ticket to other groups if required. 

Keywords: OneWorld, One World, Portal, owportal, error, 500, cannot be displayed, blank page

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: amq 10/15/2003
Reviewed: 10/22/2004