Dashboard "Something went wrong" on Devices & Groups page: backend service incident requiring engineering remediation

Android

If you see a "Something went wrong" error message on the Devices & Groups page after logging into the Esper Console, this article will help you troubleshoot the issue.

Before you begin

Confirm the scope of the problem by checking the following:

• Can you access other sections of the Esper Console (such as Apps or Blueprints)?
• Does the error appear for all users in your account, or only for you?
• Have you tried refreshing your browser?

These details will help determine whether the issue is account-wide or specific to your browser session.

Step 1: Try basic troubleshooting

1. Close your browser tab and log back into the Esper Console.
2. Perform a hard refresh by pressing Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac).
3. Clear your browser cache and cookies, then log in again.
4. Try accessing the Esper Console in an incognito or private browsing window.
5. Try accessing the Esper Console from a different device or network.

Step 2: Check if other users are affected

Ask another team member to try accessing Devices & Groups from their account. If the error appears for all users in your account, this indicates a backend service issue that requires Esper's engineering team to investigate.

Step 3: Check your browser console for errors

1. Open your browser's developer tools by pressing F12.
2. Navigate to the Console tab.
3. Take a screenshot of any error messages displayed.
4. Note the exact time the error occurred.

These details will help Esper Support diagnose the issue faster.

If the problem persists

If you continue to see the error after completing the steps above, the issue may be caused by a backend service incident that requires investigation by Esper's engineering team. Contact Esper Support and include the following information:

• Your Esper tenant ID or account name
• The exact URL where the error occurs
• The complete error message text
• The date and time you first saw the error
• Whether the error appears for all users or just you
• Your browser name and version
• Your operating system
• Any error messages from the browser console (from Step 3)

Still need help?

If you've completed all the troubleshooting steps above and the issue persists, submit a support ticket. Our team will investigate and keep you updated on the status of your issue.