Error when accessing service request page

[MichaelBalzer]

Hi,

I'm trying to a raise service request, but the links below just return page errors. Does anyone else have this problem?

https://sine.ni.com/srm/app/getassistance

https://sine.ni.com/srm/app/myServiceRequests

[Kristi_Martinez]

Hi MichaelBalzer,

I have tested in all three browsers and did not have any issues. Are you still seeing the error page?

Best Regards,

Kristi Martinez

NI Community Support

[altenbach]

There is clearly still a problem just now. The top link gave me the same error as shown. Then I tried the second link, which worked. Then I tried the first link again and it worked too.

(There might be a race condition between servers where it might take a while to determine correct location and pull up older service requests. Just guessing.)

[SeaSick]

@altenbach and @MichaelBalzer, 

Thanks for the feedback. After looking into this further we have been able to reproduce the behavior on some browsers. To confirm it's the same problem can you all let us know what browser and version you are using? 

We have also seen the issue resolved by simply refreshing the page. While this isn't a long-term solution it may work in the interim until we can resolve this issue. Can you try refreshing the page to see if it loads correctly? 

[altenbach]

Chrome

[JKSH]

Firefox

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@SeaSick wrote:

After looking into this further we have been able to reproduce the behavior on some browsers. To confirm it's the same problem can you all let us know what browser and version you are using? 

We have also seen the issue resolved by simply refreshing the page. While this isn't a long-term solution it may work in the interim until we can resolve this issue. Can you try refreshing the page to see if it loads correctly? 

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I experienced this on Firefox 75.0 64-bit (Windows 10, build 1909)

Refreshing seemed to work.

[JKSH]

More (possibly related?) symptoms:

• https://sine.ni.com/srm/app/myServiceRequests redirects to https://sine.ni.com/srm/app/newrequest. Previously-submitted Support Requests aren't showing.
• I submitted a request about 24 hours ago. I got a confirmation message on the NI website (see screenshot below), but I didn't receive a confirmation email.
  

[MichaelBalzer]

I'm using Chrome 81.0.4044.138 (Official Build) (64-bit). Refreshing doesn't help.

I have been able to access the new support request page after logging in using an incognito window, but there's now a problem that I can not see past SRs.

I also see the redirect behaviour JKSH is seeing.

[JKSH]

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@JKSH wrote:

More (possibly related?) symptoms:

• https://sine.ni.com/srm/app/myServiceRequests redirects to https://sine.ni.com/srm/app/newrequest. Previously-submitted Support Requests aren't showing.
• I submitted a request about 24 hours ago. I got a confirmation message on the NI website (see screenshot below), but I didn't receive a confirmation email.
  

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On the bright side, my request was not lost. I've just received an email response from a Technical Support Engineer; thanks!

[MichaelBalzer]

Looks like this is working on my end now, though I still can not see past SRs.