Steps to clear the cache for troubleshooting / resolving general issues, including the following error that can occur when trying to perform an action in Clarity: Error 500 - Internal Server Error. The server could not retrieve the document due to server-configuration or other technical problems. Contact your site administrator.
All Clarity versions
A browser temporarily stores files that make up a webpage locally, because it is faster to retrieve and display information from the local hard disk, rather than making a full request from the server.
For example, every time the client browser makes a request for an image, the browser can retrieve this image from the local disk, which is faster than downloading it from the server. During this process, the caches (locally stored temporary files) can become corrupted from events such as bad or incomplete page loads. If the webpage rendering is intermittently or inconsistently loading, take the following steps to rule out a caching issue.
Try to undo the action to see if the issue still persists. If the issue still persists, it can help to perform the steps below to perform a complete cache flush to resolve the issue. It's recommended to also use our self-service for other causes of the error 500 or issue you are facing.
Delete your cache, history, and other browser data
See: How to clear the Firefox cache
Microsoft Edge® browsers
See: How to clear the Edge cache
IMPORTANT: If the issue is not resolved after step 1, please open a case before proceeding to the following steps
See: Flush Clarity Server Cache
If the problem persists when both steps above are taken, a rolling restart of app services may be needed. This should be done after reviewing with Broadcom support to confirm that is the next applicable step.
If you are having caching issues in the Advanced Reporting UI, first run the steps in KB: Caching issues in Advanced Reporting
Note: Remove the Saved Clarity page from your favorites and then re-add it.