Since around June 10/11 our users have been unable to see their landing page when logging in to concursolutions.com, nor access the Expense page. We have not implemented any corporate network or WAN changes. Proxy server logging shows a server error 500 coming in from Concur's systems. In spite of being a large corporate (global) customer we have had lackluster support on this from Concur. Any insight into this is appreciated.
The exact error message:
Sorry, something went wrong.
The server encountered an error and could not complete your request. If you continue to experience problems, please contact your Company Administrator or Help Desk. (Error 500)
Concur had one admin change their password. This worked, and they could login and see the landing page, Expense page, etc. Upon logout they were unable to login again seeing the same Error 500 from Concur's system.
@enrev it appears that there is an active case right now as far as a I can see.
In looking at your company details in SalesForce, it appears you have our Service Administration service, is that correct?
I am not sure, Kevin. I believe so. I am not admin on the account, just overseeing the failure and impact on the business from IT Operations perspective. I see email comms about the ticket but that is extremely slow and inefficient when troubleshooting a more in-depth issue. Checking on the Service Administration service question...
@enrev it's a service where you either get a dedicated person working your cases or a separate dedicated queue for your cases to help get issues resolved more quickly.
Thank you, Kevin, for the additional details. It is quite helpful.
Unfortunately I am not aware of any progress for the past two days on open ticket 19008783. Concur shows degradation of services over the past few days, but nothing persistent since this began two weeks ago.