Tuesday, March 5, 2013

***Resolved*** ePass Tools Not Functioning; Error 500 Call Failed on Server

Update:  We have discovered the root cause of the issue and resolved it.  The ePass tools are currently functional again.

Original message:
The ePass tools are currently not working correctly; users are unable to change their passwords due to an "Error 500: The Call failed on the server"

WHEN: 03/05/13

Current Status: Open

Description: Update 1:00 pm:  The tools are now functional again.  Password changes/resets are working as intended.

Original Description: At approximately 12:00 pm today, the Help Desk discovered that users were receiving error messages when attempting to update their passwords.  The error is as follows:

Change Password
Error: Change Password
Failed to update user password! 500 The call failed on the server; see server log for details

This appears to affect all password change attempts, including those provided by the Help Desk.  We are currently diagnosing the issue.

Root Cause / Continuous Improvement: Our System technicians discovered a bug in the code which handled the password changes.  We have rolled out a hotfix to resolve the issue.

Check http://www.plu.edu/status/ for periodic updates.

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