URGENT! Server Error onboardUser -> please help!

Queries and Resources
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  • Goal: I've inherited this project that sends text messages to our intervention participants. When someone is randomised to the intervention arm, I need to set them up Retool by adding their name and mobile number. Once saved, I then hit 'Onboard'. Since yesterday it keeps returning an error called 'Server Error' with a lot of HTML saying that 'The server encountered an error and could not complete your request. Please try again in 30 seconds.'.

  • Steps: I have been trying sporadically for the last 24 hours but nothing works. I have tried different phone numbers, logging off and on again, trying different participant numbers (these are pre-allocated to match with our Wix website) but the error keeps coming.

  • Screenshots:

    Retool error
    Retool error760×446 31.4 KB

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@KateDeaks - Do you have another way to test sending those messages? If so, you could try external to retool and see if they go through. Otherwise, without knowing how those messages are sent, you might check and see if perhaps that service has hit some kind of rate limit or is there is another issue on their end that's preventing this from working. A 500 error is pretty generic, unfortunately. It might be as simple as some expired credentials used by the connection or an account issue that's limited your access.

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Hello @KateDeaks

Can you share a screenshot of the query that you are running when you click on Onboard button?

As @Adam_Cogswell mentioned above, this may be related to the external server that you are dispatching the data in the Retool query to.

How recently was this functionality working? Were there any changes made that would have effected the on click query that you are trying to run?

As Adam mentioned, you might need to test out the resource and re-validate the resource to get the connection to the server to be re-established if it lost connection or if there is another issue with the account this could provide more information.

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Thanks so much for taking the time to reply!

We had queried similar about rate limits etc but that was all fine.

However, we have located the error which came about after an update to the backend service that broke the connection between Retool and the SMS notification service's backend and it has subsequently been fixed, thankfully!

Thanks again,
Kate.

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Thanks Jack_T!

You're right - there was an error in the way Retool and our SMS service were communicating, which has subsequently been fixed, thankfully!

Thanks so much for taking the time to provide some input here - much appreciated!

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