Ok. We tried a number of things and have been able to repro the issue now. Thanks for the reports. We're digging into this further now and will get this fixed as soon as we can.

Mark

Thanks for the info and sorry that you're still having this issue. If anyone else who is having this issue can chime in with their information it could be helpful.

FYI, at this point we are completely unable to repro the issue on our side, so unfortunately we're no closer to having a solution. We are going to do a complete reboot of all our environments this afternoon, which may help, but additionally I'd like to work closely with one or more of you to dig deeper into the issue.

To start with, can anyone who is experiencing this issue please try it again and email me the following information so we can dig into our server logs:

1. What login ID did you use to login (or attempt a login)?
2. What date & time *precisely* did you receive the error message, and what time zone are you in?
3. When BrowserLab is running, choose View->Page Source (or the equivalent) from your browser menu. In the source view, about 7 lines from the top should be a comment that looks like the following: <!-- Loaded From: XXXXXXX --> Copy and paste that line into the email so we can tell which data center you're hitting
4. What action had you just done that seemed to have triggered the error? (Login / Request screenshots / etc)
   

If that doesn't help us, I'd like to call one or more of you directly so we can screenshare, repro the issue on your side and simultaneously look into the logs.

Thanks,

Mark

Glad to hear it. After quite a bit of investigation we discovered that a number of user accounts had gotten into a bad state and was the root cause of the 500 errors. None of our test accounts were in that bad state which is why we were unable to repro the issue. Apologies to the users who got hit by this and thanks to everyone who gave us the info we needed to be able to track this down. We are looking into making a fix to try to prevent this situation in the future.

Thanks,

Mark

Hmm, it may or may not be the same issue. Can you please send the AdobeID you're logging into BrowserLab with directly to me: mrausch (at) adobe (dot) com and we'll check to see what's going on. Also, try it again and let me know the time you received the error message and what time zone you're in so we can check the error logs around that time.

Thanks,

Mark