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Error 522 Logging in to service.hornbill.com


Lightsource
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Our users are reporting that they're unable to login to the service portal and they get this 522 error. Unfortunately, it doesn't happen to everyone, and it doesnt even seem to be widespread but the users who are affected are being extremely vocal and flooding my inbox, teams, and voicemail with messages. 
We can get to the login page at https://service.hornbill.com/lightsource/servicemanager/ but as soon as a user clicks the "Login" link, the below 522 error comes up. 

Please help. 

 

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Hi @Lightsource

When there are connectivity issues you can always go to https://www.hornbill.com/support and a as part of this you can run a health check on your instance.  I've done one against your instance and all is appearing to be OK from what I can see.  Do you know if users are still experiencing issues with logging in?

Something that I'm unable to see is if there is any particular load on your instance that might be causing the issue.  Are you aware of any large reports or imports taking place during this time?  

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All,
We monitor the instance health and availability from at least 5 locations worldwide every 5 minutes and the endpoint (service.hornbill.com) from 20 every 60 seconds. None of these has shown any errors for the past 30 days. This would suggest something local or in transport between customer and our data centers is blocking. 

Can you clarify when this occurred

Where the users effected 

What is common about the users effected

Does the issue follow the user (For example if error happens in office, does the problem occur out of office)

Can the users get to live.hornbill.com/XXXX and login without error.

Can you also get a HAR from Chrome

Results of a ping to mdh-p01-api.hornbill.com

Results of https://mdh-p01.api.hornbill.com/instancename/xmlmc/ from an effected user. 

Kind Regards

Keith Stevenson
 

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