Troubleshooting Redtail 500 errors

Feb '23 (edited) in AdvisorTech

I've spoken to a couple insiders at Redtail this week and they are working on and researching the 500 errors. If you'd like someone to take a look at your specific database and when you're hitting 500 errors, reach out to: nicholas.krummen@orion.com.

"Steps to troubleshooting

a. CLEAR TEMP FILES

The issue you are experiencing may be due to the information stored by your browser. Please try clearing your cache and cookies from within your settings and try again. I've included links for how to complete this for some popular browsers below.

b: Speedtest.net results (check your internet bill to make sure you are in the ballpark of what your plan says):

2. Restart Router/Flush DNS: https://help.redtailtechnology.com/hc/en-us/articles/203979350-How-to-Flush-DNS-on-a-Windows-PC

3. Switch user's default DNS to OpenDNS (208.67.220.220 and 208.67.222.222) OR Google Public DNS (8.8.8.8 and 8.8.4.4): https://use.opendns.com/ OR https://developers.google.com/speed/public-dns/docs/using

4. Perform a Trace Route and include results (https://help.redtailtechnology.com/hc/en-us/articles/203979340-Performing-a-Trace-Route):

***********If the Trace Route times out at any time along the way then this is related to the internet provider************

Once the above steps have been cleared, URLs are key. So anytime you get a 500 error again, simply copy and paste that URL with the info below into a retail ticket.

Redtail Username:

Page or Action producing the error:

Specific Example:

Browser and Browser Version being used:

Error fast or slow to produce:

-If slow, approximately how long:

URL of error page:

Thank you,

Nicholas Krummen

Customer Experience Specialist

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