Platform access level: This guide is for everyone who uses the Arist platform in a browser, at any access level.
When a page in Arist stops with Oops, something went wrong, you have hit a page error, sometimes called a 500 error. It usually appears right after a specific action, or when you navigate somewhere your access level cannot open. The error is almost always about that one page load, not your content. Most cases clear with one of the fixes below, so work through them in order.
This guide covers error pages in the Arist platform itself. If your problem is lessons reaching learners late, start with Why are course messages delayed?, and if a learner's login code is failing, start with Why isn't my login code working?.
1. Log out and back in, then retry
This is the fastest fix, and it resolves most page errors. Logging out ends your current session, and logging back in starts a clean one.
Log out of Arist.
Log back in.
Retry the exact action that triggered the error.
If the error appeared while you were navigating rather than saving or submitting something, go back to the previous page and click through again. The error page suggests that first.
2. Ask your Arist Org Admin to check your permissions
Many page errors come from permissions rather than from anything breaking. Arist protects content and learners by access level, so a page your role is not set up to open can come back as an error instead of loading. Your Arist Org Admin can confirm what your role should reach and correct it in one step.
If the page says Not authorized: Your access level does not include that page, so retrying will not help. Ask your Arist Org Admin whether your role should be able to open it.
If the error keeps happening on the same page: Tell your Arist Org Admin which page it is. An error that follows one page while the rest of the platform works is usually a permissions issue.
3. Clear your browser cache and start fresh
Your browser keeps a stored copy of pages it has loaded before, and it can keep re-serving the copy that failed even after the original cause has passed. Clearing the cache forces a fresh load.
Clear the cache in your browser settings.
Return to Arist and click Back to content on the error page, rather than reloading the failed page from a bookmark or an old link.
Navigate to the page you wanted from there.
4. None of these fixed it
The error page can carry a code that identifies your exact error, which is the most useful thing you can send.
[ Image to add: troubleshooting-page-errors--server-error-page — the page error screen headed Oops, something went wrong, with the two suggested steps and the error code field with its Copy button ]
Three details make a support request fast to resolve, so gather them before you write in:
The error code: Copy it with the Copy button on the error page, if one is shown. The code carries a timestamp and a unique ID for your specific error, which lets the support team pinpoint the exact cause.
What you were trying to do: Name the page you were on and the action you took right before the error appeared.
When it happened: Give the approximate time, which matters most when the page showed no code.
Send those to support@arist.co, or to your Arist Customer Success contact.
Tip: The error code is different every time, so if the error repeats, copy the newest code rather than re-sending an old one.
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Note: Need help at any point? Reach out to your Arist Customer Success contact, or email support@arist.co.