Why You Might Be Seeing a 500 Internal Error on a Shared Device

Learn why a 500 Internal Error can happen on shared computers or tablets and how to quickly fix it by logging out fully or using an Incognito/Private browser window.

What’s Happening?

A 500 Internal Error can appear when multiple people use the same computer or tablet to log into Carebility.

Most of the time, this is not an issue with your account. It usually happens because the device is still holding onto a previous user’s login session.

Common Causes

1. Your account is inactive
If your account is marked as inactive, you may see a 500 error when trying to log in or open courses.

This means your profile is not currently set to active in the system.

If you’re chatting with our AI assistant, please request human support so we can review your account.
You can also contact your organization’s administrator and ask them to confirm your account is set to active.

Once your account is reactivated, you should be able to access the site normally.

2. Shared device session conflicts
On shared devices (such as a nurses’ station, front desk computer, or training room tablet):

Another user may still be logged in
The browser may be holding saved session data
Cookies or cache from a previous session may conflict with your login

When this happens, the system gets confused and may display a 500 error.

How to Fix It (Quick Steps)

Try these steps in order:

Step 1: Log out completely

Click your profile and select Log Out (if available),
or
Use this direct logout link:
https://creative.carebility.com/logout

Step 2: Close the browser

Close all tabs
Fully close the browser window

Step 3: Reopen the browser

Step 4: Use an Incognito or Private window

Open a new Incognito/Private window
Copy and paste this login link:
https://creative.carebility.com/login

Using a Private window often resolves the issue immediately.

Best Practices for Shared Devices

To help prevent this error in the future:

Only one user should be logged in at a time
Always log out when finished
Close the browser between users
Use Incognito/Private mode whenever possible

Still Seeing the Error?

If the problem continues, please contact support and let us know:

What type of device you’re using (computer, tablet, phone)
Whether this is happening in a browser or the Carebility app

We’re happy to help get you logged in as quickly as possible!