If you encounter a Server 500 error, follow the instructions on this page to resolve the problem.

For Cloud clients

If you are a cloud client, please submit a Helpdesk request if you see this error.

For On-premise clients

If you are an on-premise client, here are a few things you can do on the server hosting the Thoughtfarmer site:

1. Check that the Thoughtfarmer IIS application-pool is running.

2. Check that the account used to run the application pool has database owner (dbo) permissions on the Thoughtfarmer database.

3. Check that the Thoughtfarmer database is reachable and operational. If it is hosted on a separate server from the intranet site, make sure the network connectivity between the two is fine.

4. Check disk drive storage on the SQL server and the application server.

5. In case a recent Windows patch occurred, it is likely the server is missing prerequisites. Refer to the Web Server Requirements in Configure Windows Server for ThoughtFarmer. 

6. Log into SQL Server Management Studio with the user account used to run the IIS application pool and run a query on the ThoughtFarmer database. Do you get a response?

   select * from [user]

If you are seeing a 500 error while performing a certain action on the site (eg. opening a page with a custom card, image, etc), take note of the actions that cause the error and check the System logs (Admin panel: Logs & Statistics --> System Logs) for a corresponding error.

If you are unable to resolve this yourself, please submit a Helpdesk request with the error details.