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Clearing Cache / Restarting services for "Error 500" and other Issues

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Article ID: 23812

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Updated On:

Products

Clarity PPM On Premise Clarity PPM SaaS

Issue/Introduction

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.

Cause

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.

Environment

All Clarity versions

Resolution

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. 

STEP 1: Clear the browser cache

Microsoft Internet Explorer® browsers

  1. Go to IE > Tools > Internet Options > General tab
  2. In the 'Browsing history' section > click Settings button
  3. Select radio button (Every visit to the page); for performance issues, select radio button(automatic);
  4. Click view objects; delete what is listed in the window
  5. Click view files; delete what is listed in the window
  6. Close out of all IE windows.
  7. Check if the problem persists

Google Chrome™ browsers

Delete your cache, history, and other browser data

  1. Go to Chrome > click Menu Icon (top right-hand corner)
  2. Select More tools > Clear browsing data
  3. Select the checkboxes for the type and amount of information that needs to be removed.
  4. Select beginning of time to delete everything in Google Chrome.
  5. Click Clear browsing data.
  6. Close out of all browsers.
  7. Check if the problem persists

Mozilla Firefox® browsers

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

STEP 2: Clear the Clarity Server cache

See: Flush Clarity Server Cache

STEP 3: Restart Clarity app services

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.

Advanced Reporting Caching issues

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.