Troubleshooting: Training History Returning a 500 Server Error

Overview

A 500 Server Error when accessing the Training History page usually indicates a temporary server-side issue or a data inconsistency in the user's completion records. In most cases this resolves itself, but the steps below can help diagnose it faster.

Step 1: Check if the error is isolated to one user

1. Ask another user in the same tenancy to check their Training History. If theirs loads correctly, the issue is specific to the affected user's data.
2. If multiple users are affected, it may be a tenancy-level or platform-level issue — skip to Step 4.

Step 2: Try impersonating the user

As an admin, use the Impersonate User feature to access the affected user's Training History. If the error also appears when you impersonate them, the issue is in their data, not their browser.

Step 3: Clear cache and retry

Ask the user to clear their browser cache and cookies, then reload the Training History page. See How to clear caches and cookies. Also try in an incognito window and a different browser.

Step 4: Escalate to Acorn Support

500 errors cannot be resolved from the admin interface — they require server-side investigation. Raise a ticket with Acorn Support and include:

• The affected user's name and email
• The tenancy name and URL
• The exact time the error occurred
• A screenshot of the 500 error page
• Whether the error affects all users or just this one

Acorn Support will check the server logs to identify whether a specific completion record, external integration, or platform error is causing the issue.