Minimum Version Required: 26.01
Pre-Conditions
Must be using the affected application environment where the fallback message or system issue was observed.
Requires an active user session or interaction with the system that triggered the global error handler.
Steps
Identify the specific system workflow or action that triggered the generic fallback message.
Verify if there is a known critical downstream microservice or resource dependency outage currently impacting the application.
Review the system setup for any missing application environment configurations, key vaults, or system secrets that may have been recently altered or omitted.
Recognize that the global error handler intentionally suppresses sensitive internal stack details, meaning standard front-end logs may not display the root cause of an unhandled server-side processing error.
If the issue persists, please contact support and provide the following information:
Exact error messages or codes encountered.
Screenshots or video recordings of the issue.
Log files (application or server logs, if accessible).
The exact steps taken by the customer that led to the issue.
The date and time the issue was first observed and any recurrence.
Any changes made to the system before the issue appeared.
Fields And Definitions
Generic Fallback Message: A standard, user-facing alert designed to mask a real unhandled system exception for security and stability purposes.
Unhandled Server-Side Processing Error: An unexpected disruption or failure that occurs on the backend servers while processing a user request or system function.
Microservice / Resource Dependency: A downstream internal system, third-party service, or database that the main application relies on to function correctly.
Global Error Handler: A system component that catches unexpected errors and intentionally suppresses sensitive internal stack details from being displayed to the end-user.
Key Vaults / System Secrets: Secure storage mechanisms for sensitive application environment configurations required for the system to run.
Best Practices
Ensure that all application environment configurations and key vaults are properly documented and verified after any deployment or system update to prevent missing credentials.
Proactively monitor downstream microservices and dependencies to quickly identify outages before they trigger fallback messages in the primary application.
Because internal stack details are suppressed, ensure that backend logging is robustly configured so that support teams can investigate unhandled exceptions safely behind the scenes.