Question:

When I log in to our online portal with my DocketManager username and password, I get a "Server Error in '/' Application" message. My customers can log in fine. Why is this happening?

Answer:

There are two common causes:

1. Your DocketManager admin username is also saved on a contact in the CRM, which causes a login conflict.
2. Your browser is still assuming the identity of a contact who doesn't have access to the portal.

Step 1 - Check for your username on a contact:

1. Select Settings and then select Import/Export
2. Under Export select Contacts. A .csv file will be saved to your computer.
3. Open the file and search the Username column for your DocketManager admin username.
4. If a contact has your username, open that contact in the CRM and remove or change the username.
5. Save the contact, then try logging in to the portal again.

Tip: The export includes deleted contacts so your username may be on a contact you no longer see in the CRM. If that is the case, go to Settings > Deleted > Contacts and restore the contact, remove their username, then delete again.

Step 2 - Try an incognito or private window:

If your username isn't on any contact, open an incognito or private browser window and log in to the portal again.

If you've recently used Assume Identity for a contact, your browser may still be logged in as that person. If that contact doesn't have access to the portal, you'll get the server error. An incognito window starts a fresh session without the assumed identity.

If it works in incognito, clear your browser's cookies for the portal, or log out of the assumed contact, and try again in your normal window.

Still getting the error? Send a ticket to Support with the portal URL and the username you're logging in with.